Warranty Policy
Warranty Policy
Sundray Warranty Policy
1. Sundray Warrant Policy
1.1 The warranty exclusively defines Sundray Networks obligations (and hence the customer’s rights) in case of defects of Sundray Networks products (“Products”).
Different policies may apply for different types of Products. The warranty period starts from product time based on Serial Number.
1.2 All Sundray devices provide free software upgrade for life time. Users are no need to pay for upgrade license.
1.3 If the original model is EOP (End of Product), Sundray will provide the same performance or higher performance devices for replacement within warranty.
2. Warranty Description
2.1 Within Warranty: In the case of correct usage and storage and discharging other influencing factors, Sundray provides free replacement for the failure of the product caused by its own defects or abnormalities
|
Products |
Warranty Duration |
Service Descriptions |
|
Enterprise Series |
13 Months |
◆7*24 hours service; ◆Reaction within 30 minutes in working time (Monday-Friday, 8:30am-19:00pm); ◆Free license for software version upgrade; ◆One-to-One replacement service;
|
2.2 After replacement products, the warranty time is three months; If the warranty time of the original equipment exceeds three months, the warranty time of the original equipment shall prevail.
2.3 The warranty service needs to be purchased on an annual basis, and the warranty service must be continuous, that is, the purchase starts at the end of the previous warranty period.
2.4 Accessories: The accessories including but not limited to ethernet cable, power cable and manual etc. in device packages are not in warranty.
3. DOA，Dead On Arrival
DOA：If the equipment maintenance is not activated, there is no appearance damage, and the first power on cannot work normally or the fault occurs within 30 days of power on, you can apply for DOA replacement.
DOA Standard (All following requirements need to be met):
a. There is no external damage;
b. Equipment maintenance is not activated (i.e., The device is within 90 days of the shipping date);
c. The first time to power-on does not operate normally or fails within 30 days of power-on operation;
d. DOA replacement requires accessories and complete packaging (subject to the packing list), otherwise the conditions for replacement commitment are not met, and it will be handled according to the maintenance service standard.
4. Disclaimer
Sundray will do its best to provide services to customers, but the following situations do not fall within the scope of Sundray's services, or may cause
Sundray cannot be able to provide services as required.
4.1 The following situations may cause Sundray services to be unable to be provided as required:
a. Accidents caused by force majeure (such as fire, flood, earthquake, lightning strike, etc.).
b. Deterioration of service conditions caused by social problems (such as unrest, war, strikes, government regulations, etc.).
c. Services cannot be implemented due to interruptions in energy supply (such as electricity, water supply, oil, etc.).
d. Service provider communication system interruption.
e. Other objective circumstances that are uncontrollable and affect Sundray’s provision of services.
4.2 Damage to Sundray equipment caused by the following reasons does not fall within the scope of Sundray’s service commitments:a.
a. Caused by external forces, that is, any external events (such as: disassembly, impact, liquid penetration, corrosion, electric shock, high temperature baking, accidents, system damage caused by customer infrastructure, etc.) acting directly or indirectly on the product failure;
b. Hardware failure, damage or data damage caused by intentional, malicious, negligent or improper use, such as: do not follow the installation instructions of the equipment to install; unauthorized disassembly of the machine without following Sundray's requirements, alteration or marking of the hard disk, etc.;
Relocation and installation of the system without authorization as required by Sundray; Adjusting, modifying or deleting the identification mark without authorization as required by Sundray, improper storage (rat damage, liquid infiltration), abuse (exceeding workload) or mistake to use etc.;
c. Equipment damage caused by natural loss or wear, such as the end of the service life of the equipment battery, natural consumption, wear and aging of the casing and connector parts, etc.;
d. Failure or damage caused by use in a non-specified working environment, such as the operating environment of on-site equipment (such as moisture) or external factors (such as external electromagnetic interference, failure of internal interconnection equipment, etc.);
e. Failure or damage caused by force majeure (such as storm, hail, lightning, earthquake, flood, fire, explosion, war or other external interference).
f. Equipment whose hardware or software has been modified/replaced without Sundray authorization.
g. Failure caused by loss, damage, destruction, distortion, deletion, destruction or alteration of electronic data caused by any reason (including but not limited to human deletion, computer virus).
4.3 Under no circumstances, Sundray will be held responsible for direct or indirect economic losses to customers due to this service manual.
X-LINK Warranty Policy
1. X-LINK Warrant Policy
1.1 All X-Link devices provide 15 months hardware warranty for free by default. The warranty period starts from product time based on Serial Number.
1.2 If X-Link devices add to Sundray Cloud to manage, the hardware warranty can extend warranty to 39 months for free after confirmed devices information by Sundray team.
1.3 All X-Link devices provide free software upgrade for life time. Users are no need to pay for upgrade license.
1.4 If the original model is EOP (End of Product), Sundray will provide the same performance or higher performance devices for replacement within warranty.
2. Claim Warranty for Cloud
If X-Link devices add to Sundray Cloud, please provide the below information for devices to Sundray team with E-mail: tech.support@sundray.com. After Sundray team confirm the devices information within next 15 days, the warranty for devices on cloud will extend warranty to 39 months automatically for free, otherwise, the warranty for devices will be 15 months by default.
Please list all devices information added to cloud platform as format below and send it to Sundray team with E-mail: tech.support@sundray.com
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Project Name/Network Name |
Device Models |
Serial Number/SN |
|
XXX Network |
XMG-3500 |
xxxx |
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|
|
|
|
|
|
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Notes:
a. If you have multiple projects or networks need extend the warranty, you can input all information in the same sheet;
b. For claim extend warranty, it can only apply to devices ordered after 1st January 2023.
3. Warranty Description
3.1 Within Warranty: If the product fails due to its own defects or abnormalities when used, stored and kept correctly, and other influencing factors have been eliminated, Sundray provide free replacement RMA service.
|
RMA Type |
Active Time |
Services Description |
|
Shipment First |
5x10xNBD |
◆Shipment First: After confirmed the hardware faulty, Sundray will ship the same model of device for replacement within next business day in order to reduce the downtime for network and improve the experience for customers； ◆No backup devices at local office or stock； ◆5×10H, Monday to Friday, 08:30-18:30(Except Chinese national statutory holidays)；
|
|
Normal Replacement |
Within Next Order |
◆5×10H, Monday to Friday, 08:30-18:30(Except Chinese national statutory holidays)； ◆Ship with next order.
|
BD：Business Day.
NBD：Next Business Day.
3.2 After replacement, the warranty for replacement is 3 months. If the original devices warranty is more than 3 months, then it will be the same warranty as original devices.
3.3 The warranty should extend yearly and should be continuity. It means the warranty should calculate from last day for expired.
Accessories: The accessories including but not limited to ethernet cable, power cable and manual etc. in device packages are not in warranty.
4. DOA，(Dead On Arrival)
Dead ON Arrival: Devices do not activate for warranty and no any damage for shell. It cannot get power for first time or get hardware default within 30 days, then it can apply for DOA and replace a new device.
DOA Standards：
1. No damage for shell of devices;
2. Devices do not active warranty (Within 90 days since ship date);
3. Cannot get power for first time or get hardware default within 30 days;
4. DOA need accessories and packaging must be complete (subject to the packing list), otherwise the replacement commitment conditions will not be met.
5. Disclaimer
5.1 The warranty is a limited liability of the product.
5.2 There are two types of expired warranty: out of warranty period and non warranty coverage:
a. The warranty will expire automatically when reach the warranty date.
b. Non-warranty coverage is means improper behavior or mistakes during use will automatically invalidate the free warranty service of the equipment.
5.3 The following situations are not covered by the warranty:
a. The user is responsible for providing a valid warranty certificate. If the valid warranty certificate cannot be produced or the product barcode is damaged, the warranty will not be granted;
b. In the absence of a warranty certificate, when the product shipment time is used as the warranty start time, the warranty time promised by a warranty agency other than Sundray designated is invalid;
c. If the product information recorded in the warranty certificate is inconsistent or contains false records, the product will not be guaranteed;
d. Failure caused by disassembly, repair, or modification of the product without Sundray authorization;
e. Failure caused by the buyer’s abnormal transportation, load and unload, use, maintenance, storage, etc. Such as: lightning strike, overvoltage and overcurrent, water intrusion, etc.;
f. Failure due to force majeure, such as fire, flood, earthquake, war, etc.;
g. If the product is discontinued, warranty and service support are limited to 5 years after the discontinuation of production is announced.
Customer is solely responsible for backing up its programs, and data to protect against loss or corruption. Sundray warranty obligations do not include restoration or re-installation support.
