Sugon High-Performance Comput

Sugon High-Performance Computing Products、Cloud Products Warranty Service Commitment

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1. Warranty period and service mode

Special Reminders:

1. Product Warranty Start Date Calculation:

(1) The warranty period from the product purchase date, that is, the purchase of Sugon products of the date of the invoice shall prevail. If the product invoice date is later than 60 natural days after the factory date, the warranty period is from the 61st natural day after the date of the product factory.

(2) If you can not provide the Sugon product purchase invoices, the warranty period will be from the Sugon products after the date of the 31st Natural Day.

2. After the Sugon and its certification body after the maintenance of the machine and components, such as the warranty period, will continue to enjoy the service commitment. Repair parts from the date of repair from the free warranty period of less than 3 months, the repair of the replacement parts of the warranty period extended to the date of repair 3 months. At that time, you need to produce the corresponding maintenance records.

3. The parts used for maintenance are good, but they will have the same excellent performance status as the new product, and are at least functionally equivalent or higher than the replacement parts.

4. Repair the replacement parts under the Sugon company, you need to maintain the original use status of the part. If for your own reasons (such as scientific research, confidentiality, etc.) require the retention of parts, please buy Sugon company related service products. If the part has been dismantled or modified, the part is out of warranty.

5. Solid State Hard drive warranty expires, or to the hard disk manufacturer's read and write times, written data, such as the decision conditions, warranty termination, whichever is first.

6. User-Purchased "spare parts free and hard drive recovery" service, applicable to Sugon equipment factory configuration parts and hard drives, expansion parts, hard disk does not enjoy this service.

7. Parts not listed in the table, the warranty period please consult Sugon Company.

3. Service Procedure and response time

1. When you repair, you need to provide the following information:

(1) Product type (model)

(2) Product serial number (S/N)

(3) The specific configuration of system hardware and software

(4) System error message

(5) Detailed fault description

(6) User units, contacts, contact information and detailed address

2. Telephone response time

Sugon Onsite Warranty provides for dispatch of a Sugon technician to your site to provide repair of your system in the event of an issue, which is the service of 4hr on-site response time in a 24x7 service window.

The Sugon company's products to implement the national scope of UNPROFOR. About Sugon products technical advice and hardware repair can be from Monday to Friday every morning from 8 o'clock to 20 o'clock in the evening (weeks 6th early 9 to 18 o'clock in the evening) Call Sugon after-sales Service hotline: 400-810-0466, by the Sugon company professional agents for your answer. In addition to the above time, 12 hours per night, and national holidays, Sugon Company will be to each call hotline to provide voice messages or manual records of the service, the content of your calls to record, and at the time of the agent to reply to you as soon as possible. If your Sugon product needs to be serviced by an engineer, the engineer will contact you within 2 hours after you call the 400 hotline to identify specific services.

3. Onsite service response time limit warranty through the telephone guide can not solve the problem, Sugon company provides on-site service, Sugon Company technical Service personnel will be in with you to determine the good maintenance plan after the 2nd working day arrived at the scene (or in transit). If there is no Sugon service, there is a need to increase transit time on site service. In the event of geographical barriers, road development or public transport unsuitable for routine travel, and other unexpected factors in the service delivery, the technical service personnel will take the initiative to negotiate with you to arrive at the site time.

Sugon Company's normal working hours are: every Monday to Friday (except for national legal holidays), 9:00 to 18:00. Rest time due to geographical differences throughout the country, please take the local Sugon company service agency specific circumstances prevail.

4. The scope of warranty service

1. This commitment is limited to March 31, 2015 (excluding) after the purchase of Sugon server products and accessories, this date (including) before the factory Sugon server products and accessories, please refer to the same period of Sugon issued the standard warranty service commitment. Other products or promotional items sold in the same contract with Sugon server products and accessories shall be executed according to the respective standard warranty service of the product. Warranty Service Area is limited to mainland China, Hong Kong, Macao excepted.

2. Cluster, cloud computing system arrival of the initial installation, commissioning belongs to the scope of free services, but because of user reasons need to be installed again and again, moving machine, users need to buy the relevant Sugon service products.

3. For a variety of software issues, including operating systems and Third-party applications, Sugon offers limited phone support.

4. The Sugon company, which does not provide the authorized third party software, only provides limited telephone support service and does not bear the relevant copyright liability.

5. Within the scope of the law, the company may choose to take repair, replacement or return to provide the promised warranty service.

6. During the warranty period due to Sugon hardware problems caused the system is not available, from the Sugon company responsible for the free redeployment of your cluster or cloud computing system.

7. Please do not hesitate to accept the service before you believe that the value of information, data, procedures for backup or retrieve, Sugon and its certification services only responsible for product maintenance and testing, within the scope of the promised services, inconvenience to provide any data recovery and backup. Sugon and its certification services do not assume responsibility for damage or loss of information, data, programs, or storage media and direct and indirect losses (such as equipment downtime, data loss, etc.).

8. Any organization or personnel (such as vendors) to install all the non-Sugon parts, Sugon does not assume warranty liability. Any additional commitments made by any institution or person (such as a vendor) to you in respect of the product and its ancillary hardware and software that you purchase, such as the seller, will not be held responsible for the Sugon, and you shall request written proof from the institution or person making the undertaking to ensure that these additional commitments are honoured.

9. Sugon and its certification body to provide you with the replacement of the machine and parts replacement, the original machine or defective parts will be the Sugon or its certification body to recover and enjoy ownership. For your requested storage media recovery requirements, you need to buy Sugon company related services products.

10. For exceeding the commitment range of services, or outside the warranty service, Sugon company to provide related services products to meet your needs, specific matters can be consulted Sugon service hotline.

11. In order to meet your higher level of personalized service needs, you can choose to purchase different kinds of "service products" for your purchase of the Sugon Hardware products standard service upgrades, enjoy a more comprehensive Sugon professional services.

12. The following conditions are not covered by warranty:

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• No Sugon logo Products (equipment serial number, part serial number);

• User alteration, the replacement of Sugon product identification and part number;

• Product machine or parts have been beyond the warranty period;

• The failure caused by the forgetting of various passwords;

• The use of pirated or other unauthorized software, the failure or damage caused by the non-public offering software;

• Due to inadvertently infected computer viruses or other malicious software, illegal intrusion caused by the fault;

• Failure of random configuration software systems (such as system files, data files, software configuration files, RAID configurations, BIOS settings, coms settings, etc.) as a result of misoperation;

• Failure or damage caused by the use of non-Sugon OEM parts;

• Failure or damage caused by the installation, repair, alteration, addition or demolition of a non-Sugon authorized institution or person;

• consumption, wear and aging of consumable materials (battery, casing, insert parts, etc.);

• Failure or damage caused by the working environment specified in the light product (e.g., temperature and humidity are too high or too low, wet, ph high environmental conditions, power supply voltage instability, no good grounding, electromagnetic interference, electrostatic interference, input inappropriate voltage, etc. due to natural disasters such as lightning, fire, Earthquake, etc.) cause of fault or damage;

• Others are obviously caused by accidental or man-made causes (such as dust accumulation, liquid injection, external impact, transport, handling, extrusion, wear, fall, improper plug and so on) the fault;

5. Special Tips

1. If the present undertaking violates the relevant laws and regulations of the State, the relevant laws and regulations shall prevail.

2. If the present undertaking is inconsistent with the relevant terms and conditions stipulated in the "Sugon Server Sales Contract", the relevant terms and conditions of "Sales contract" shall prevail.

This warranty policy applies only to China mainland. If you need to know about other regional warranty policies, please contact global@sugon.com for more information.