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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.
Return to 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 - 93 -