Support

Standard Warranty Terms

Release time:2020-06-04 11:22:07

The following describe the warranty terms that are generally applicable to products sold by Ragile Networks.

Warranty Scope:

The warranty exclusively defines Ragile Networks obligations (and hence the customer’s rights) in case of defects of Ragile Networks products (“Products”). Different policies may apply for different types of Products. Warranties generally include a remote technical support during business hours (“BHS” as defined below) for a limited period as set out below and software updates, but exclude any of the additional benefits that are available to customers that enter into a separate service support contract. Warranties as described in this document do not apply to third party hardware or software that Ragile Networks may provide in combination with or as part of the Products. Such third party hardware*2 and software*3 may however be covered by such third party’s warranty terms.

Unless otherwise agreed, warranty rights are not transferable, i.e. they apply only to the original End Customer.

 

Warranty Period and Start Date:

A warranty is available during a specific time period (the “Warranty Period”) commencing from the Warranty Start Date. The Warranty commences from the date of shipment to customer (and in case of resale by a Ragile Networks Authorized Reseller or Value Added Partner, not more than 90 days after original shipment by Ragile Networks).

 

Business Remote Hours Support (BRHS):

Remote technical assistance includes technical consultation, troubleshooting and bug fixing. Such technical assistance is provided by Ragile Service Portal (https://caseportal.ragilenetworks.com/), and we are having a 24*7 Online Support chat via RITA at http://www.ragilenetworks.com/rita  on low severity support.

 

Standard Hardware Warranty:

 

Products sold by Ragile Networks regionally will entitle for Warranty Period of thirty-six (36) months. During the Warranty Period, Ragile Networks will replace faulty hardware with refurbished or new equipment in the case the

hardware cannot be repaired. For standard as well as extended hardware Warranty, the ‘Return For Repair (“RFR”) policy which aims to ship the replacement Product in thirty (30) Calendar Days (“30CD-Ship”) *4 after receipt of the faulty Product at the local Ragile Networks Spare Parts center will apply.

If the hardware fault occurs after the warranty expires, the customer is required to make a supplementary payment for the warranty service. For example, if the warranty expired on December 31, 2018, yet the device fails on January 1, 2020, then the customer should pay for the 2 years of warranty service to obtain the free maintenance.

 

Claim and Hardware Return Procedures:

An eligible customer*6 may submit its RMA request through Ragile Networks service representative*7, Ragile Networks service representative will handle the RMA request and shall issue a corresponding RMA number. If the RMA form has been received after 2:00 p.m. GMT+8, the request will be considered received on the next business day.

The following items are generally excluded from the RMA service provided by Ragile Networks:

· Handling and shipping costs for sending the faulty parts back to Ragile Networks designated location;

· On-site hardware replacement.

For Products with the Hardware Replacement policy, the faulty parts must be returned to a designated Ragile Networks site within fifteen (15) business days after receiving the replacement equipment. In the event such parts are not returned in this period, Ragile Networks reserves the right to charge the then-current list price of the replacement part provided.

When returning a Product, the RMA number must be displayed on the outside packing of the returned item. All Products and parts to be returned must be packed securely and must avoid physical damage and electrostatic discharge. Ragile Networks shall pay transportation costs incurred with the delivery of the replacement equipment to customer. If Ragile Networks determines, at its sole discretion, that the returned Product is not defect or that the Warranty claim is invalid due to the Warranty exclusion policy listed below, the cost of replacement, including all shipping fees, shall be paid by the RMA requesting party.

 

Warranty for Replaced Part:

The Warranty Period for a Product that is replaced during its original Warranty Period shall be the greater of i) the balance of the remaining Warranty Period for the original part or ii) thirty-six (36) months days from the date that the replacement Product is delivered to the customer.

 

Software Warranty:  

Ragile Networks warrants for a period of thirty-six (36) months from the date of Product delivery that under normal use the Product software will operate in accordance with Product specifications. Ragile Networks does not warrant that the software will function error-free or uninterrupted or that Ragile Networks will correct all software errors. All software Products include the Ragile Networks Software Update Service that allows for downloading of periodic software maintenance releases. These releases may provide basic performance enhancement of existing functional features of the installed software (available via the Ragile Networks Support web site: http://www.ragilenetworks.com/service/support). Software installation and patch development are not included in this warranty unless otherwise specified. This Software Update Service is not available for software that has been announced End of Support, and is subject to change without notice.

 

Warranty Exclusions:

Ragile Networks shall not repair or replace any Product or correct any software in case of:

· Damage incurred in shipping or handling, or damage due to Force Majeure or damage arising out of abuse;

· Product damage caused by the customer or due to the Product not being operated in accordance with its specifications and operating manual (as supplied by Ragile Networks together with the Product);

· Unauthorized modification, removal or erasing of the bar code serial numbers or other identifying marks on the Products;

· Damage, malfunction or performance detraction of the Products caused by any unauthorized modification of the Hardware and/or software;

· Removal, installation or re-installation of the Product conducted by any non-qualified personnel;

· Products being used to provide services or functions not in accordance with the Software license or without Software license granted by Ragile Networks for the Products;

· Damage, malfunctions or performance detraction of the Products caused by neglect, misuse or malicious use;

· Failure to meet the requirements of environmental conditions or external electrical parameters necessary for the Products to operate in the normal cause of business;

· Combination or integration of the Product with any features, accessories, software or other materials not installed or provided by Ragile Networks (unless with Ragile Networks explicit consent);

· Consumable parts, such as lamps, fuses, cables, patch cords, etc.;

· Scratches or other cosmetic damage to the Product surface that does not affect its operation;

· Product damage which are attributable to the customer.

· If the equipment is sold to a country: Cuba, Syria, Sultan, North Korea, Iran, etc. which is prohibited from selling, we will not provide any after-sales service to the product.

*1 Ragile Networks Co., Ltd generally market and sold her product(s) globally with the exception of countries: Cuba, Syria, Sultan, North Korea, Iran, etc. Kindly please refer to your local Ragile Networks sales or account manager if you have query about the countries of coverage.

*2, *3, Third party hardware and software refer to product item(s) that bundle with Ragile Networks product without Ragile Networks trademark; items such as power cord, console cable, USB thumb drive, open source database, software application, tools are classified as third-party hardware and software

*4 Delivery time may vary depending on customer shipping location and the Ragile Networks Spare Parts Centre location and is performed on a best effort basis. Customers should allow for additional transit time due to international customs

*5 Delivery time may vary depending on customer shipping location and the Ragile Networks Spare Parts Centre location and is performed on a best effort basis. Customers should allow for additional transit time due to international customs

*6 Only parties who purchased the Product from Ragile Networks, a Ragile Networks Authorized Distributor or a Ragile Networks Value Added Partner.

*7 Ragile Networks service representative may refer as a Ragile Networks Distributor or Ragile Networks Authorize Service Partner or Ragile Networks Industry Specialist Partner.

 

DISCLAIMER OF WARRANTIES

THIS WARRANTY IS PROVIDED IN LIEU OF ALL OTHER RIGHTS, CONDITIONS AND WARRANTIES. RAGILE NETWORKS CO. LTD., MAKES NO OTHER EXPRESS OR IMPLIED WARRANTY WITH RESPECT TO THE SOFTWARE, HARDWARE, PRODUCTS, DOCUMENTATION OR RAGILE NETWORKS CO. LTD., SUPPORT, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD-PARTY RIGHTS. RAGILE NETWORKS CO. LTD., DOES NOT WARRANT THAT ANY PRODUCTS WILL BE ERROR-FREE, OR THAT ANY DEFECTS THAT MAY EXIST IN ITS PRODUCTS CAN BE CORRECTED. IN NO EVENT SHALL RAGILE NETWORKS CO. LTD., BE LIABLE FOR COST OF PROCUREMENT OF SUBSTITUTE GOODS, LOST PROFITS OR ANY OTHER SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES (INCLUDING BUT NOT LIMITED TO LOST DATA), HOWEVER CAUSED WHETHER OR NOT RAGILE NETWORKS CO. LTD., HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

 

 

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