MAS - Microtech Computers, Inc. - 47QTCA24D008H

Atipa Warranty and Support Terms and Conditions

Email‐ support@atipa.com

Phone‐ 1.785.841.9559

Address‐ 4921 Legends Drive, Lawrence, KS 66049

Standard Hours of Operation: 9:00 AM – 5:00 PM Central (M‐F, excluding holidays)

Standard Warranty Service Overview‐

Atipa’s standard support is included with all Atipa systems. This standard support package entitles you to contact Atipa support for a period of 1 year from the original system ship date.

Technical support hours are between 9am and 5pm CST, Monday through Friday (excluding holidays).

After‐hours support is also available to customers upon request.

Warranty and Support options‐

Depot Warranty:

1‐3 year hardware warranty. The default warranty is 1 year. Options to upgrade to 2‐year or 3‐year at the time of system purchase. The plan covers both incoming and outgoing FedEx Ground freight prepaid.

Silver Warranty Options (Advanced Parts Replacement Warranty)

1‐3 year system warranty including hardware and factory‐installed clustering software. The plan covers both incoming and outgoing FedEx Ground freight prepaid with advanced parts replacement.

Silver Plus Warranty Options (Advanced Parts Replacement Warranty)

1‐3 year system warranty including hardware and factory‐installed clustering software. The plan covers both incoming and outgoing FedEx NBD freight prepaid with advanced parts replacement.

Gold Warranty Options

1‐3 year warranty with field technician available to replace part NBD. Plan covers both incoming and outgoing FedEx NBD freight prepaid.

What to do when you have a warranty or support request‐

Email support@atipa.com , submit a ticket online at www.atipa.com/support .

Prior to contacting support, please have the site name, address, telephone number, and the site contact name. Also provide a brief description of the problem, the sales order or invoice number, the model and serial number(s) of the affected equipment, and a brief description of the diagnosis by your personnel.

It is very important that you have the sales order or invoice number, so our help desk can look up your information in our database for quicker and more effective diagnosis of your problem.

A service request will be logged, and a technical service representative will start processing the request.

Our technical service representative will provide additional diagnosis and will coordinate the dispatch of parts and on‐site service technicians as needed. Our service goal is to diagnose and dispatch on the day each service call is received and complete service on the next business day.

All warranties and support packages require that you allow our help desk to perform or advise in troubleshooting/diagnostics to provide indicators of the appropriate actions required to resolve the failure.

Optional Software support‐

Only software purchased from and installed by Atipa Technologies on Atipa hardware is eligible for support. Support does not include compatibility issues with any third‐party software or hardware not provided by Atipa Technologies.

Re‐installation of software or OS update is not supported unless performed with Atipa installation media or with the supervision of an Atipa engineer.

Software support is limited to the basic setup and configuration and may not include advanced configuration of system services.

Software support does not include troubleshooting or assistance with customer’s onsite network functionality or configuration.

Diagnosis may require Atipa engineers to collect additional information and attempt to reproduce the error.

Software support does not include training or assistance in system administration beyond what is necessary to resolve the reported problem.

Atipa Technologies is not responsible for loss of software or data. Customers are strongly encouraged to regularly backup all software and data.

Standard Warranty Repairs‐

After completing email or telephone‐based diagnosis with an Atipa representative, we may determine that it is necessary for your system to be returned to Atipa for diagnosis and repair.

The system to be repaired should be shipped to Atipa in its original packaging if possible. Please contact Atipa support for instructions on how to package equipment properly for shipment if original packaging is not available. Atipa is not responsible for shipping damage to equipment that is not in original Atipa packaging or equipment not properly packaged by the customer.

The system should be sent in its original configuration. If any parts have been removed for any reason, please inform Atipa support before shipping.

It is strongly advised that the customer backs up all software and data on the system before shipping.

Atipa is not responsible for software or data loss.

Our goal is to have diagnosis and repair completed within 5 to 7 business days, however additional delays are possible based on reproducibility the problem or parts availability. The customer will be informed of any such delays as soon as possible. If the problem cannot be reproduced and the system passes all diagnostics, the customer will be informed, and the system will be returned.

If original components are not available to repair the system, Atipa reserves the right to substitute other components of equal or better performance. This may include a complete system replacement with a more recent version of the same form factor with equal or better performance. Should a replacement system be required, the warranty end date will remain the same as the original system’s end date.

Standard RMA Part Replacement‐

If through troubleshooting with the customer it is determined that a part needs to be replaced, we will initiate a Return Material Authorization (RMA).

An Atipa RMA technician will contact the customer with an RMA reference number and instructions on packaging/shipping the defective part.

If available, the replacement part will ship within 2 business days. If not immediately available, the assigned RMA technician will inform the customer and provide an ETA. A tracking number for the replacement part will also be provided when available.

The service plan purchased by you determines the services provided and the period of coverage. If the entitlement service plan covers part replacement, it provides for the replacement of hardware components that fail due to manufacturing defects in materials and workmanship. Excluded from warranty coverage are acts of nature, such as electrical storms, floods, fire, etc., acts of war and terrorism, criminal acts, and customer damage or negligence.

Upon receipt of a service request, Atipa’s helpdesk will contact you promptly to begin diagnosis. After the diagnosis has been performed, the helpdesk will coordinate the dispatch of service parts and a field engineer to your site within the terms of your service plan.

Under the terms of the service plan, you are responsible for providing our field engineers with access to the hardware in a safe, nonhazardous environment.

If spare parts have been shipped to you, shipping labels will be provided for the return of unused and defective parts after service is complete. You agree to properly package parts for return and deliver the package(s) to the selected courier for return to the appropriate address on the return shipping label.

Return and packing instructions will be provided by Atipa. Please contact Atipa Support immediately for assistance with parts return issues. Please only use packing material provided by Atipa. Atipa will provide, at no cost, boxes and packing materials for RMA purposes.

You are responsible for the replacement price of parts that are not returned and for those damaged in transit due to improper packaging. If the return shipments are not received within 15 business days of the completion of the repair, you will be invoiced for the parts replacement price and an administration fee of 10% of the parts replacement price and no less than $25. The parts delivered to your site at the initiation of service become your property after the returned parts are received or invoice paid, unencumbered by any lien, at Atipa.

Atipa makes no warranties for service, software, or non‐Atipa branded products. Non‐Atipa branded products are provided by Atipa "as is". Warranty and service for non‐Atipa branded products, if any, is provided by the original manufacturer, not by Atipa. Atipa makes no express warranties except those stated in Atipa’s applicable warranty statement in effect on the date of the invoice, packing slip or acknowledgement. Warranties and service will be effective, and Atipa will be obligated to honor any such warranties and services, only upon Atipa’s receipt of payment in full for the item to be warranted or serviced.