Standard Warranty Terms

Standard Warranty Terms – Lysora

The following describes the warranty terms that are generally applicable to Lysora Technology products.

Warranty Scope:

The warranty exclusively defines Lysora Technology obligations (and hence the customer’s rights) in case of defects of Lysora Technology products (“Products”). Different policies may apply to different types of Products. Warranties generally include remote technical support during business hours for a limited period as set out below and software updates, but exclude any of the additional benefits that are available to customers that enter into a separate service support contract. Warranties, as described in this document, do not apply to third-party hardware or software that Lysora Technology may provide in combination with or as part of the Products. Such third-party hardware(*1) and software(*2) may however be covered by such third party’s warranty terms.

Unless otherwise agreed, warranty rights are not transferable, i.e., they apply only to the original End Customer.

Warranty Period and Start Date:

A warranty is available during a specific time period (the “Warranty Period”) commencing from the Warranty Start Date. The Warranty commences from the date of shipment to the customer by default if there is no other valid warranty document provided except the product bar code. (And in case of resale by a Lysora Technology Authorized Reseller or Value-Added Partner, not more than 180 days after original shipment by Lysora Technology).

Valid warranty document:

(1). A product warranty card must indicate the distributor name, product name, model, product number, and purchase date.

(2). A formal invoice that carries the stamp of the tax authority.

(3). A product bar code must be clear, integral, and free of revision.

(4). Lysora certified sales contract and the warranty terms on product packing are valid.

The warranty period starts from:

(1). The date indicated on the warranty card that is available on purchase.

(2). Proved invoice date.

(3). Warranty start date under the sales contract.

(4). 180 days after the delivery date indicated on the product bar code if none of the above is available.

(5). The warranty start date outlined in the preceding effective documents must not exceed the default warranty end date of the product. (For default warranty details, visit Lysora Technology Product Warranty Summary.)

(6). The latest warranty start date cannot exceed the product’s End of Life(EoL) Date.

When several valid warranty documents, except the product bar code, are available, warranty period calculation shall be based on the one the most favorable for the customer.

Business Remote Hours Support (BRHS):

Remote technical assistance includes technical consultation, troubleshooting, and bug fixing. Such technical assistance is provided by Lysora TAC or Lysora Post sales from 9:00 a.m. – 18:00 p.m.(local customer time) from Monday to Friday via both Lysora Support Email and Lysora Service Portal (Lysora Technology Case Portal)

Standard Hardware Warranty:

Products sold by Lysora Technology regionally will entitle for Warranty Period of thirty-six (36) months. Lysora provides a 1-year warranty for the power adapter. The warranty start date is consistent with the device warranty start date based on the device S/N (Serial number). During the Warranty Period, Lysora Technology will replace faulty hardware with refurbished or new equipment in the case the hardware cannot be repaired. This warranty also applies to hardware products and any software that is pre-installed upon delivery. Lysora Technology will continue to release updated versions of the software for customers to download and use based on their requirements until the product is discontinued.

Dead On Arrival:

Dead On Arrival (DOA): The equipment warranty period is not activated, there is no external damage, and it cannot work normally after the first power-on or fails within 30 days of power-on operation, you can apply for a DOA replacement.

DOA Judgment Criteria:

There is no external damage to the equipment;

The equipment warranty period is not activated;

The first power-on fails to operate normally or failure occurs within 30 days of power-on operation;

DOA replacement requires accessories and complete packaging (subject to the packing list), otherwise, it does not meet the commitment conditions for replacement and will be handled according to RMA service standards.

Claim and Hardware Return Procedures:

An eligible customer(*3) may submit its RMA request through Lysora Technology service representative(*4), Lysora Technology service representative will handle the RMA request and shall issue a corresponding RMA number.

The following items are generally excluded from the RMA service provided by Lysora Technology:

Handling and shipping costs for sending the faulty parts back to Lysora Technology designated location;
On-site hardware replacement.

For Products with the Hardware Replacement policy, the faulty parts must be returned to a designated Lysora Technology site within fifteen (15) business days after receiving the replacement equipment. In the event such parts are not returned in this period, Lysora Technology reserves the right to charge the then-current list price of the replacement part provided.

When returning a Product, the RMA number must be displayed on the outside packing of the returned item. All Products and parts to be returned must be packed securely and must avoid physical damage and electrostatic discharge. Lysora Technology shall pay transportation costs incurred with the delivery of the replacement equipment to the customer. If Lysora Technology determines, at its sole discretion, that the returned Product is not defective or that the Warranty claim is invalid due to the Warranty exclusion policy listed below, the cost of replacement, including all shipping fees, shall be paid by the RMA requesting party.

Before you return the Product to the designated consignee, please backup the important data in the Product in time, and delete the data in the Product in time after backup to ensure the security of your data. Lysora is not responsible for the backup and storage of any data in your returned Product. After receiving your returned Product, Lysora will restore the Product to factory Settings and format the Product storage. Please note that after the above operations, the data in the Product will no longer exist and can not be recovered. If you do not do the above, resulting in the loss or disclosure of your data, you need to bear the consequences, and Lysora does not assume any responsibility for this.

Warranty for Replaced Part:

The Warranty Period for a Product that is replaced during its original Warranty Period shall be the greater of

the balance of the remaining Warranty Period for the original part or
three months from the date that the replacement Product is delivered to the customer.

Software Warranty:

Lysora Technology provides a warranty that the software will function in accordance with the product specifications during normal use for a period of thirty-six (36) months from the product delivery date. Please note that Lysora Technology cannot guarantee that the software will be completely error-free or uninterrupted, and we may not be able to address all software errors. To ensure software performance, Lysora Technology offers update services for the software included with the product. Customers can download software maintenance releases until the end of the product support period, which will be announced in an end-of-support announcement. These releases may include essential enhancements, bug fixes, or security updates for existing features of the installed software. You can access these releases on the Lysora Technology support website: Support | Lysora (www.lysoratech.com). Please be aware that software installation and patch development are not covered by this warranty unless otherwise specified. Additionally, the availability of the update service is subject to change without prior notice.

Warranty Exclusions:

Lysora Technology shall not repair or replace any Product or correct any software in case of:

Damage incurred in shipping or handling, or damage due to Force Majeure or damage arising out of abuse;
Product damage caused by the customer or due to the Product not being operated in accordance with its specifications and operating manual (as supplied by Lysora Technology together with the Product);
Unauthorized modification, removal or erasing of the bar code serial numbers or other identifying marks on the Products;
Damage, malfunction or performance detraction of the Products caused by any unauthorized modification of the Hardware and/or software;
Removal, installation or re-installation of the Product conducted by any non-qualified personnel;
Products being used to provide services or functions not in accordance with the Software license or without the software license granted by Lysora Technology for the Products;
Damage, malfunctions or performance detraction of the Products caused by neglect, misuse or malicious use, such as lightning strike, overpressure, overcurrent, water ingress, etc.;
Failure to meet the requirements of environmental conditions or external electrical parameters necessary for the Products to operate in the normal cause of business;
Combination or integration of the Product with any features, accessories, software or other materials not installed or provided by Lysora Technology (unless with Lysora Technology explicit consent);
Consumable parts, such as lamps, fuses, cables, patch cords, power cords, antennas, etc.;
Scratches or other cosmetic damage to the Product surface that does not affect its operation;
Product damage which is attributable to the customer.
If the equipment is sold to a country: Cuba, Syria, Sultan, North Korea, Iran, etc. which is prohibited from selling, we will not provide any after-sales service to the product.

(*1),( *2), Third-party hardware and software refer to product item(s) that bundle with Lysora Technology product without Lysora Technology trademark; items such as power cords, console cables, USB thumb drives, open-source databases, software applications, tools are classified as third-party hardware and software

(*3 )Only parties who purchased the Product from Lysora Technology, a Lysora Technology Authorized Distributor or a Lysora Technology Value Added Partner.

(*4) Lysora Technology service representative may refer as a Lysora Technology Distributor or Lysora Technology Authorize Service Partner or Lysora Technology Industry Specialist Partner.

DISCLAIMER OF WARRANTIES

THIS WARRANTY IS PROVIDED IN LIEU OF ALL OTHER RIGHTS, CONDITIONS AND WARRANTIES. LYSORA TECHNOLOGY INC., MAKES NO OTHER EXPRESS OR IMPLIED WARRANTY WITH RESPECT TO THE SOFTWARE, HARDWARE, PRODUCTS, DOCUMENTATION OR LYSORA TECHNOLOGY INC., SUPPORT, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD-PARTY RIGHTS. LYSORA TECHNOLOGY INC., DOES NOT WARRANT THAT ANY PRODUCTS WILL BE ERROR-FREE, OR THAT ANY DEFECTS THAT MAY EXIST IN ITS PRODUCTS CAN BE CORRECTED. IN NO EVENT SHALL LYSORA TECHNOLOGY INC., BE LIABLE FOR COST OF PROCUREMENT OF SUBSTITUTE GOODS, LOST PROFITS OR ANY OTHER SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES (INCLUDING BUT NOT LIMITED TO LOST DATA), HOWEVER CAUSED WHETHER OR NOT LYSORA TECHNOLOGY INC., HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.