Sugon Server and Workstation Product

Sugon Server and Workstation Product Warranty Service Commitment

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1. Warranty period and service mode

2. Special Reminders:

1. Sugon provides you with two standard warranty services ("standard service A" and "standard Service B"), and your product information will indicate the warranty service standards that the product enjoys.

2. 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.

3. 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.

4. 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.

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

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

7.CRU (user replaceable parts) service, Sugon will ship the CRU to you for your use or installation. In the meantime, we will indicate whether the defective cru must be returned. When you need to return, please send the replacementin 15 natural days to the designated place according to the relevant instructions.

8. User-purchased "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.

9. 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 limit

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.

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 determine the specific service matters.

3. Onsite service Response time limit

During the warranty period through the telephone guidance can not solve the fault, Sugon company to provide on-site services, Sugon Company technical Service personnel will be with you to determine a good maintenance program after the 2nd day of arrival on the scene (or in transit). If there is no Sugon service, there is a need to increase transit time on site service. Where there are geographical barriers, the road is not developed or the public transport is not suitable for the regular travel of the area, as well as in the process of providing services and other unexpected factors, the cause of force majeure, technical service personnel will actively negotiate with you to arrive at the site time.

The Sugon Company's normal working hours are: every Monday to Friday (except 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. When the server product arrives at the initial installation Sugon company to provide limited telephone support, if the need for on-site service is required to purchase the relevant Sugon company 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. 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.).

7. 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.

8. 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.

9. For services beyond the scope of the commitment, or outside the warranty period, Sugon company to provide related services products to meet your needs, specific matters can be consulted Sugon service hotline.

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

11. The following conditions are not covered by warranty:

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

• The user unauthorized alteration, the replacement of Sugon product identification and part number;

• The product machine or components have exceeded the warranty period;

• Due to a variety of password forgetting caused by the fault;

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

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

• Failure of random configuration software system (such as RAID configuration, BIOS setting, COMs setting, etc.) caused by misoperation;

• The use of non-Sugon parts caused by the failure or damage;

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

• Consumption materials (batteries, enclosures, connectors, etc.) natural consumption, wear and aging;

• The failure or damage caused by the work environment stipulated by the products of the Sugon (such as temperature and humidity through high or low, humid, 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 force majeure (such as lightning, fire, earthquakes, etc.) cause of the 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 pull, etc.);

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.

3.“High Load exception”  means long time intensively I/O on SSDs and do not mean high load on other part of the system configured with SSDs.

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.