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FaxPress Enterprise Redundant Support Services Agreement
Subject to Castelle's Terms and Conditions attached hereto, upon Castelle's receipt of a completed Web-based Product
Registration Form for the FaxPress Enterprise Redundant Product, Castelle ("Company") will provide you ("Customer")
with the following support services for the Product at no charge ("Standard Support"):
Standard Support includes the following:
Hardware Warranty
Within the sixty (60) days period following your Product Registration Date, Castelle will replace any defective Compo-
nent or Device, free of charge to you, as determined by Castelle's Technical Support personnel. If Castelle's Technical
Support personnel determines that the defective Component or Device must be replaced, Castelle has the option to ship
the replacement Component to you, in advance and freight prepaid, within one (1) business day, for you to replace the
defective Component, or request that you return the defective Device to Castelle for repair. If Castelle determines that the
Device must be returned, an equivalent functional Device will be shipped to you, in advance and freight prepaid, within
one (1) business day, to minimize any downtime in your organization. A purchase order or credit card is needed as collat-
eral to cover the cost of the Advance Swap. Unless you return the defective Component or Device to Castelle within five
(5) working days after receipt of the Advance Swap, your credit card will be charged or an invoice will be generated
against your purchase order for the Component or Device not returned. You are responsible for one-way shipping charge
of the defective Component or Device to Castelle. You and Castelle agree to make commercially reasonable efforts to
meet all the shipment dates mentioned above.
Castelle warrants the Device for a period of twelve (12) months following your Product Registration Date. Beyond the
sixty (60) days warranty period as described above, and within the twelve (12) month period following your Product Reg-
istration Date, Castelle will repair or replace any defective Component or Device within ten (10) working days, after
receipt of your defective Component or Device. Castelle will make commercially reasonable efforts to meet this goal.
You are responsible for one-way shipping charge of the defective Component or Device to Castelle. Castelle is responsi-
ble for one-way shipping of an equivalent functional Component or Device back to you.
Software Upgrades
Upgrades and Updates of the Castelle FaxPress Network Fax Software and the Microsoft® embedded operating system
("Software") that are released by Castelle and Microsoft within sixty (60) days of your Product Registration Date (the
"Standard Support Period").
Technical Support
Telephone, electronic mail or facsimile technical support within sixty (60) days of your Product Registration Date. Tele-
phone support is available 6:00 a.m. to 5:00 p.m. (Pacific Standard Time) Monday through Friday, excluding Castelle rec-
ognized holidays.
Access to Customer Service Web Site
Castelle will provide access to our Customer Services Web Site at www.castelle.com - access to useful product specific
technical information.
The following additional options are available for a fee for support of Castelle Products:
Extended Support Services
1.
You may acquire extended support services ("Extended Support") for the Product pursuant to the below terms and condi-
tions. If you would like to purchase Extended Support, please contact Castelle's sales department at 1-800-289-7555 or 1-
408-852-8000, for a quote of the applicable support fee (the "Support Fee"). Extended Support is available to you at the
time of original equipment purchase or anytime thereafter. The duration of the Extended Support is twelve (12) months
FaxPress Enterprise Redundant Support Services Agreement
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