Repair Services; Warranty Repairs; Non-Warranty Repairs - RadiSys EXM-9 Reference

EXM-9 Hardware Reference

Repair Services

Factory Repair Service is provided for all RadiSys products. Standard service for all
RadiSys products covers factory repair with customers paying shipping to the factory
and RadiSys paying for return shipment. Overnight return shipment is available at
customer expense. Normal turn-around time for repair and re-certification is five
working days.
Quick Exchange services (immediate shipment of a loaner unit while the failed
product is being repaired) or other extra-cost services can be arranged, but need to be
negotiated in advance to allow RadiSys to pool the correct product configurations.
RadiSys does not maintain a general "loaner" pool: units are available only for
customers that have negotiated this service in advance.
RadiSys does not provide a fixed-price "swap-out" repair service, as customers have
indicated that issues of serial number tracking and version control make it more
convenient to receive their original products back after repair.
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Warranty Repairs

Products under warranty (see warranty information in the front of this manual) will
have manufacturing defects repaired at no charge. Products sent in for warranty
repair that have no faults will be subject to a recertification charge. Extended
Warranties are available and can be purchased at a standard price for any product
still under warranty. RadiSys will gladly quote prices for Extended Warranties on
products whose warranties have lapsed; contact the factory if this applies.
Customer induced damage (resulting from misuse, abuse, or exceeding the product
specifications) is not covered by the standard product warranty.
Non-Warranty Services
There are several classes of non-warranty service. These include repair of customer
induced problems, repairs of failures for products outside the warranty period,
recertification (functional testing) of a product either in or out of warranty, and
procurement of spare parts.
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