Return to Factory

Appendix C – Warranty,

Maintenance, Field Service, and

Repair Policy

BRONZE WARRANTY

Equipment purchased from Texas Memory Systems, Inc. (TMS) is warranted for 1 year from the date of shipment. The warranty includes return-to-factory service for equipment that does not meet its published specification during normal operation. Damage due to external causes including, but not limited to abuse, misuse, electrical power problems, or any usage not in accordance with specifications and instructions automatically voids the warranty. TMS ACCEPTS NO RESPONSIBILITY FOR ANY EXPENSES OR DAMAGES INCLUDING LOST REVENUE INCURRED DIRECTLY OR INDIRECTLY AS A RESULT OF DEFECTIVE TMS EQUIPMENT, OR FOR ANY EXPENSES INCURRED DIRECTLY OR INDIRECTLY WHILE THE EQUIPMENT IS BEING REPAIRED AT THE TMS FACTORY.

During the period that the equipment is covered by warranty, defective equipment can be returned to the factory for repair or replacement. The customer is responsible for shipping the equipment back to the factory, together with a detailed description of the nature of the problem and the tests used to determine the failure. TMS will take all reasonable steps to repair or, at the discretion of TMS, replace the faulty equipment within ten working days of receipt. The customer is responsible for shipping the repaired or replaced equipment back. In an emergency, special arrangements may be negotiated subject to the availability of TMS resources and components.

Telephone and Software Support

Telephone support is available for a period of five years after purchase, during normal TMS business hours. Firmware and software upgrades will be available at no cost.

Field Service

Subject to availability, TMS field service personnel will perform troubleshooting of equipment under warranty without charge for labor. For customers outside the Houston, Texas area, normal travel expenses for field service personnel will be charged, including air fares, hotel accommodation, per-diem meal allowance and other out-of-pocket expenses related to travel or attendance at the customer site.

Repairs/Returns

Prior to returning any product, TMS must first authorize and issue a Return Material Authorization (RMA) number. Any item returned without an RMA number is subject to refusal. Freight collect or COD returns will be refused. To receive an RMA number, contact TMS. When contacting TMS Customer Service please have the TMS part number, the serial number, and a detailed description of the problem. All returned goods must be shipped freight prepaid in the original boxes and packing materials, with the TMS RMA number prominently displayed on the outside of each

RamSan-300/320 User’s Manual

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