Clear-Com HX System Frames - Manual (Page 288)

4) Email Technical Support is available for all Clear-Com branded products free of
charge for the life of the product, or two years after a product has been classified
as obsolete, whichever comes first. To log or update a request, send an email to:
[email protected].
5) Support for Distributor and Dealer Sales
a) Distributors and Dealers may utilize the Customer Service Centers
once a system has been installed and commissioned. Clear-Com
Systems and Applications Engineers will provide support to the
Distributor from the pre-sales stage through to satisfactory installation
for new system purchases. Customers will be encouraged to contact
their Dealer or Distributor with their installation and technical support
enquires rather than using the Customer Service Centers directly.
6) Support for Direct Sales
Customers may utilize the Customer Service Centers once a system
has been installed and commissioned by Clear-Com Systems and
Applications Engineers, or in the case of project installations, once the
Project Team has completed the hand-over to the Support Centers.
RETURN MATERIAL AUTHORIZATION POLICY
1) Authorizations: All products returned to Clear-Com or a Clear-Com Authorized
Service Partner must be identified by a Return Material Authorization (RMA)
number.
2) The Customer will be provided with an RMA number upon contacting Clear-Com
Sales Support as instructed below.
3) The RMA number must be obtained from Clear-Com via phone or email prior to
returning product to the Service Center. Product received by the Service Center
without a proper RMA number is subject to return to the Customer at the
Customer's expense.
4) Damaged equipment will be repaired at the Customer's expense.
5) Returns are subject to a 15% restocking fee.
6) Advance Warranty Replacements (AWRs);
a) During the first 30 days of the Standard Warranty Period: Once the
equipment fault has been verified by Clear-Com or its authorized
representative, Clear-Com will ship a new replacement product. The
Customer will be provided with an RMA number and be required to
return the faulty equipment within 14 days of receipt of the replacement
or will be invoiced for the list price of a new product.
During days 31-90 of the Standard Warranty Period: Once the
equipment fault has been verified by Clear-Com or its authorized
representative, Clear-Com will ship a like-new, fully refurbished
replacement product. The Customer will be provided with an RMA
number and be required to return the faulty equipment within 14 days
288 Eclipse EHX Software User Guide