Warranty & Support
Rackapps is committed to providing quality server hardware and software products as well as server services for our valued customers. We strive to provide the best customer service to our patrons and are here to assist with any product questions, server problems, and hardware/software concerns. Learn more about the warranty and support options provided by Rackapps.
Rackapps Warranties
For all hardware problems, Rackapps will first attempt to diagnose problem over the phone and, if possible, will suggest a solution. Please see our Terms and Condition
Standard Depot Warranty
All Rackapps Hardware Systems come with a default 1-year-parts and 3-years-labor warranty. For specific components in each system, the warranty on certain parts may be more than 1 year depending on the warranty available from component manufacturer.
The customer can ship a defective hardware component to Rackapps, after which Rackapps will ship a replacement part to customer via Fed Ex Ground service. The customer has the option of shipping back the entire system to Rackapps for diagnosis, repair, etc.
Advanced Parts Replacement Warranty
Customers choosing this option will have the replacement parts shipped to them within 2 days by ground delivery (in case of defective, non-functional components). Rackapps will NOT wait to receive the defective parts, inorder to ship out replacement parts. Parts will be shipped subject to availability. In case of discontinued parts, equivalent or higher specs parts will be shipped on customer approval. Hard drives are not included for cross-ship warranty. We prefer customer keep some spare hard drives on hand. Rackapps will honor drive manufacturer warranty and will help getting replacement from manufacturer.
On-Site Warranty
Rackapps shall respond to requests for remedial maintenance to such hardware in a prompt and commercially reasonable manner. Preventive maintenance services are not included within the scope of Rackapps's on-site warranty contracts. Maintenance Services shall be available during the standard Services period of nine (9) hours between 8:00 a.m. and 5:00 p.m. (site's local time), Monday through Friday, exclusive of holidays. In the case where a service engagement cannot be completed within this time frame, customer will be advised in a timely manner and offered an option to continue the service at a premium rate or resume the service the next business day as normal coverage. Extended service hours and priority response coverage are also available and, if requested, shall be subject to a premium. All Rackapps-provided Services performed outside such times at the request of Customer shall be subject to Rackapps's then applicable charges for labor and travel, if accepted in writing by both parties.
Unless otherwise agreed, Rackapps will normally respond to telephone or email requests for Services by telephone or via email within four (4) business hours (8 am to 5 pm PST M-F) of the request, during the Contract Hours.
Rackapps will do telephone diagnosis or bring the system back to Rackapps site for diagnosis. Depending upon the nature of the problem, diagnosis may take upto 72 hours. After diagnosis replacement parts will be sent to customer location by the next business day, subject to availability of parts. To fix the system, the technician will be scheduled for arrival at customer site within 24 hours of the replacement part availability or the system will be brought back to Rackapps site for depot repairs. The technician onsite will replace the hardware diagnosed to be failed only with the replacement of parts, no OS level support is provided.All defective parts shall become the property of Rackapps after they are replaced by non-defective parts. The replacement part may be new, refurbished, or serviceable, that are functionally equivalent to new parts and may be from sources other than the original equipment vendor. The customer will pack all part(s) in boxes received from manufacturer and will be ultimately responsible for shipping the parts back to Rackapps. It is not the responsibility of the technician to ship the parts back to Rackapps.
It will be the customer's responsibility to provide adequate working space and reasonably acceptable working environment to the on-site engineer. The on-site engineer will not be held responsible for any damage that he may directly/indirectly cause to customer's property during his visit. However, the engineer will make every effort to solve the hardware problem without causing any damage of any kind to existing infrastructure.
Rackapps may, at its sole discretion, invoice the Customer for parts, labor, and freight charges for service calls, which do not fall under the scope of the On-site warranty contract. Rackapps will make reasonable efforts to provide advance notice to Customer, when possible, that work performed may fall outside the scope of their contracted Services and therefore generate an invoice for additional services. Examples include, but are not limited to:
- Problems generated by hardware not covered under the service contract
- Software related calls
- Calls generated by operator errors rather than defective hardware
- Power surge, or lightning damage
- Damage caused by improper use or handling
- "No-Trouble-Found" calls - problem is caused by cables extending throughout the building connecting the terminals and printers, phone lines, defective SPS/UP systems, defective tapes or diskettes, or other problems, which should have been screened by the Customer
- Preventive maintenance services
Rackapps will not arrange to have an engineer dispatched to customer site for replacement of front-removable hard drives. Customer will be expected to have the ability to swap front-removable drives on his own. Also, the on-site warranty covers only hardware and will not involve re-loading OS or other software services. However, such services may be available at an additional fee.
INTERNATIONAL ORDERS
All International Customers are responsible for all charges incurred by way of freight /Custom Duties, paperwork for RMA parts and/or Systems going back and forth for warranty purposes between U.S. and the other country. There is no on-site warranty available for Systems outside of U.S.
Customer shall, at Customer's expense, prepare and maintain the hardware installation site in accordance with the manufacturer's specifications for operating environments. Customer assumes the full responsibility to back-up and protect data against loss, damage, or destruction before services are performed. Customer also agrees to permit prompt access to hardware and/or software consistent with Customer's standard security requirements and to provide reasonable access to the facilities so as to expedite the performance of Services. Failure of Customer to comply with the conditions of this paragraph shall allow Rackapps to terminate any further Services.
Standard Depot Warranty Cross-ship Warranty On-site Warranty Telephone Diagnosis Yes Yes Yes Replacement Parts Shipment After receipt of defective parts from customer Advance shipment after confirmation of need for replacement but without waiting to receive defective parts from customer Advance shipment after confirmation of need for replacement but without waiting to receive defective parts from customer Replacement Parts Shipment Method Ground Next Day* Next Day* Approximate RMA Turnaround Time 1-4 weeks 2 Days 2 Days