Warranty and Support
This describes terms of ASE’s Hardware Warranty and Software Support policy, what is provided Standard with the initial product purchase, and how to obtain Extended warranty and support.
Definitions
Warranty defines repair or replacement policies for non-operational hardware. The term Warranty is identical to Hardware Warranty
Support defines the policy for obtaining technical support, new software releases, and resolution of software issues. The term Support is identical to Software Support
Product Maintenance refers to a combination of Hardware Warranty and Software Support for the same product. The term Maintenance is the same as Product Maintenance
Standard refers to warranty, support, or maintenance provided with the initial product purchase
Extended refers to warranty, support, or maintenance provided after the Standard warranty, support, or maintenance period expires
Hardware Warranty
What is Provided
Hardware Warranty guarantees repair or replacement of a hardware item that fails for any reason other than customer neglect or misuse, or force majeure events such as floods or lightning. It does not cover lost items. The failed item must initially be returned to ASE as part of the warranty process. ASE will expeditiously evaluate the item and either repair or replace it, at ASE’s discretion.
The customer pays shipping to return the failed item to ASE. ASE pays return UPS Ground shipping of the repaired or replaced unit if the return address is within the Continental United States or Canada. ASE does not pay expedited shipping charges or shipping charges to locations outside the Continental U.S. or Canada. Non-covered shipment will be made under direction of the customer.
To return an item, an RMA number must be obtained by contacting ASE either via Email or phone. The RMA number insures that ASE can track reception and resolution of the returned item.
An RMA number can also be used to return items not under warranty. The customer will be apprised of repair/replacement charges for any such item before the item is returned. Charges will never exceed the replacement cost for a new item. Standard labor rates apply for items that can be repaired, with a minimum repair charge of $150.
Technical support via telephone or Email is provided for all hardware items under warranty.
Warranty Periods
A Standard one-year warranty is provided on all hardware items sold by ASE. The one-year coverage period starts with the product ship date.
Extended warranties are available that extend the warranty period for one or three years after expiration of the current warranty, either Standard or Extended. Extended warranties are not available once the warranty on an item has lapsed.
Software Support
What is Provided
Software support provides:
- Telephone or Email support to answer technical questions
- Rights to install and use software update releases made during the warranty period
- Rights to submit software problem reports
- Priority attention by ASE staff to correction of problems deemed critical to field operation
For the SPT-PC and SPT4-NET protocol translation products, technical support is provided to only one company designated contact. Since SPT configuration frequently requires more training than other ASE products, and since it can require customization based on an organization's specific equipment and communication network, a single customer contact helps disseminate such information efficiently within an organization.
Support Periods
One-year software support is provided Standard with all software products. The one-year coverage period starts with the product ship date.
Extended support is available that extends the support period for one or three years after expiration of the current support period, either Standard or Extended. Extended support is not available once support lapses.
Product Maintenance
Product Maintenance refers to bundling Extended Hardware Warranty and Software Support for a single product. The price of Extended Product Maintenance is less than the combined price of the individual Extended Warranty and Extended Software support.
Pricing
Extended warranty, software support, and product maintenance agreements are available for one-year and three-year periods. Pricing for each is shown in the following tables. All prices are per item and in US dollars. Please contact ASE for applicable discounts when extending warranty or support for ten or more items.
One Year Extended Warranty, Support, and Maintenance
Product Area |
Hardware Warranty Items |
Software Support Includes |
Pricing (US $) – One Year Extension |
||
Hardware Warranty |
Software Support |
Combined Maintenance |
|||
SPTx-NET-I Protocol Translators And BCOM-TSRV-x Terminal Servers |
4-channel |
Two (2) hours of telephone or Email support |
149.99 |
|
|
8-channel |
143.44 |
||||
16-channel |
270.00 |
||||
ASE2000 Communication Test Sets |
ASE200-USB-M |
Reasonable telephone and Email support |
|
343.00 |
|
ASE2000-USB-RS |
318.00 |
||||
ASE2000-COM |
295.00 |
||||
SM Series Modems |
SM-202-I-M |
|
42.45 |
|
|
SM-202-X-V |
35.14 |
||||
SM-RACK-PS |
15.82 |
||||
I/O Boards |
PRCS-201 |
51.32 |
|||
| Note 1: A company must purchase SPT4 Software Support for all units owned by a company or for none. A maximum charge of $1,000 covers all units for one year | |||||
Three Year Extended Warranty, Support, and Maintenance
Product Area |
Hardware Warranty Items |
Software Support Includes |
Pricing (US $) – Three Year Extension |
||
Hardware Warranty |
Software Support |
Combined Maintenance |
|||
SPTx-NET-I Protocol Translators And BCOM-TSRV-x Terminal Servers |
4-channel |
Two (2) hours of telephone or Email support Priority attention to correction of critical issues Access to new software releases |
374.97 |
$250 per unit. Maximum $2,500 per company covers all units (Note 1) |
|
8-channel |
358.59 |
||||
16-channel |
675.00 |
||||
ASE2000 Communication Test Sets |
ASE200-USB-M |
Reasonable telephone and Email support Access to new software releases |
|
710.00 |
|
ASE2000-USB-RS |
647.00 |
||||
ASE2000-COM |
590.00 |
||||
SM Series Modems |
SM-202-I-M |
|
106.14 |
|
|
SM-202-X-V |
87.85 |
||||
SM-RACK-PS |
39.65 |
||||
I/O Boards |
PRCS-201 |
128.31 |
|||
| Note 1: A company must purchase SPT4 Software Support for all units owned by a company or for none. A maximum charge of $2,500 covers all units for three years. | |||||
General Conditions
ASE shall not be liable for incidental or consequential damages, including but not limited to, the cost of labor, re-qualifications, rework charges, delay, lost profits, or loss of goodwill arising out of the sale, installation or use of any ASE product. If ASE has any liability for breach of contract, breach of any implied condition, warranty or representation, the aggregate liability of ASE to Buyer shall be limited in respect of any occurrence or series of occurrences to the actual purchase value of the products.
THE FOREGOING WARRANTY AND REMEDIES ARE EXCLUSIVE AND MADE EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED, IMPLIED OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ASE DOES NOT ASSUME OR AUTHORIZE ANY OTHER PERSON TO ASSUME FOR IT ANY OTHER LIABILITY IN CONNECTION WITH ITS PRODUCTS.