Silicon Mechanics Standard Warranty Support

Silicon Mechanics warrants hardware products to be free from defects in materials and workmanship for a period of three (3) years from the date of invoice. Damages incurred in shipping the products from Silicon Mechanics to customer are included in this warranty provided those goods are shipped using the freight carrier accounts of Silicon Mechanics. This warranty is non-transferable, except as approved by Silicon Mechanics.

Adding or changing components without the concurrence of Silicon Mechanics technical support may void this warranty.

Return to Depot

Hardware repairs covered under the standard warranty are effected on site at the Silicon Mechanics facility in Bothell, WA. In the event of a failure, please contact Silicon Mechanics Technical Support via email at support@siliconmechanics.com, or by calling 888-746-3241. When you report the hardware issue we will open a support ticket. You will then need to package the hardware and send the entire product to us for repair. The product will be repaired or replaced by Silicon Mechanics, then returned to you.

Advance Component Replacement Policy

If our technical support team identifies a failed component in a system under warranty, the component will be sent to the manufacturer for repair and then returned to you upon completion of the repair. At the discretion of a Silicon Mechanics support representative, failed components will be advance exchanged to expedite the repair. For customers in the U.S., components that we advance replace may arrive with a return shipping label for the prompt return of the failed part. If the failed component is not received by Silicon Mechanics within 30 days, you will be invoiced for the new component, and advance replacement privileges will be suspended.

Exclusions

Silicon Mechanics does not warrant damage due to external causes including, but not limited to, accident, abuse, misuse, problems with electrical power, adverse environmental conditions, usage not in accordance with intended purpose of product, and failures caused by use of parts and components not supplied by Silicon Mechanics. Silicon Mechanics products are not warranted, implied or otherwise, as to their merchantability or fitness for a specific purpose.

External accessories and devices (including, but not limited to, monitors, keyboards, mice, tape drives, rack accessories, networking devices) are warranted only by the original manufacturer's policy.

RAID Controller Battery Backup Unit (BBU) modules are covered under their manufacturer's original warranty.

Alteration or removal of the serial number voids this warranty.

Adding or changing components without the concurrence of Silicon Mechanics technical support may void this warranty.

Operating systems and software are not covered under warranty, though we will make a good faith effort to resolve such issues.

The responsibility of Silicon Mechanics for defects in materials and workmanship is limited to repair or replacement as set forth in the warranty. This warranty supersedes all other warranties, express or implied. For specific instructions on the warranty service procedure, contact Silicon Mechanics.

Limitation of Liability

Silicon Mechanics does not accept liability beyond the remedies set forth herein, including but not limited to any liability for products not being available for use or for lost or corrupted data. Silicon Mechanics is not liable for lost profits, lost business, or other consequential punitive damages. Under no circumstances is Silicon Mechanics liable for any third-party claims against its customers.

Silicon Mechanics Expanded Warranties

Silicon Mechanics covers all of our products with a Standard Warranty, which includes 3-year return-to-depot with optional advance component exchange. If you feel that you need coverage outside of our standard technical support hours, we also offer expanded warranties. Expanded warranties are available through our sales group and are serviced in conjunction with a nationwide support provider. Expanded warranty support offerings are available in 1-year increments for a period of three years from the date of invoice and include:

Your warranty purchase requires that you allow our Support Department to complete a minimal amount of troubleshooting and diagnostic work to provide indicators of the appropriate actions required to resolve the failure, and to identify which spare parts may be needed.

Source Support

Silicon Mechanics has contracted Source Support Services, Inc. to provide on-site warranty repair and service on our systems. Source Support Services will provide warranty services based upon the type of service and length of service you purchased from Silicon Mechanics.

Under the terms of the warranty, you are responsible for providing access to the equipment in an area that offers a safe working environment in order to make the repair. Source Support Services will schedule the on-site repair with you within the prescribed time of the warranty agreement. The scope of the expanded warranty includes all components within the system, with coverage for manufacturers' defects for the warranty period.

On-site service levels require that necessary spare parts be on site prior to dispatch of an Engineer. For best service levels, we strongly recommend that spares kits be obtained at the time of purchase. If the customer does not have the needed parts on site, Silicon Mechanics will make every effort to obtain the part and have it advance replaced within one business day. However, this effort is dependent on parts availability and delays may occur. Again, we strongly recommend that a selection of spare parts be purchased and stored at your facility.

Your Silicon Mechanics salesperson can help you determine which parts to have on hand.

Excluded from warranty coverage are acts of nature (electrical storm, flood, etc.), acts of war or terrorism, and negligence by the customer.

You agree to tender defective components, properly packaged, to the appropriate carrier for return. You are also responsible for the replacement cost of the part if damage occurs due to improper packaging. If a defective component is not received within 14 days of final repair, you will be invoiced for the replacement cost of the part plus an administration fee. The replaced part becomes your property when the defective part is received. The returned part must not be encumbered by any liens.