Silicon Mechanics Standard Limited Warranty
Silicon Mechanics systems that are shipped by us for deployment in the United States generally are shipped with a 3-year Standard Limited Warranty. See Section 1, below. The Standard Limited Warranty runs for a period of three (3) years from the date of invoice, unless otherwise stated on your invoice. (See Section 4.5.1, below). We also offer extended warranty periods and Expanded Services for an extra price. For systems that are shipped by us for deployment outside the United States, we offer Global Support Custom Warranty and Services on a case-by-case basis. See Addendum B, below. To determine which warranty applies to your system(s), please see your packing slip or invoice. OUR WARRANTIES ARE OF LIMITED DURATION AND COVERAGE AND ARE SUBJECT TO THE CONDITIONS AND LIMITATIONS STATED BELOW. SILICON MECHANICS’ WARRANTIES STATED IN THIS DOCUMENT ARE IN LIEU OF ANY OTHER EXPRESS OR IMPLIED WARRANTY, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
 “United States,” for purposes of this Warranty, includes only the 50 states, Puerto Rico, and the Virgin Islands and not any other U.S. possession, territory or administered area.
1. Standard Limited Warranty Terms
Under our Standard Limited Warranty, Silicon Mechanics will repair any hardware product that proves to have been defective in materials or workmanship at the time of initial sale. Attempted repairs will be accomplished first by remote troubleshooting and, if that fails to resolve the problem, by Return-to-Depot Service as provided in Section 1.1, below. In the event that repair proves not to be possible, Silicon Mechanics will replace defective hardware and reset factory defaults subject to the terms and conditions stated below. Silicon Mechanics offers returns and refunds at its sole discretion. REPAIR OR REPLACEMENT ARE THE SOLE REMEDIES FOR A BREACH OF OUR WARRANTIES.
1.1. Return-to-Depot Service
1.1.1 Prior to receiving return-to-depot service, Customer must contact Silicon Mechanics Support for initial remote troubleshooting and assignment of a support ticket number as provided by Section 5, below.
1.1.2 In the event that Silicon Mechanics Support is unable to resolve outstanding technical issues through the remote troubleshooting process, Silicon Mechanics’ Standard Limited Warranty service covers return-to-depot repair. Silicon Mechanics will utilize return-to-depot repair to resolve hardware issues by either attempting to replicate the problem or replacing defective hardware and resetting factory defaults.
1.1.3 The Customer is responsible for properly shipping the system to Silicon Mechanics’ Bothell, Washington facility at Customer’s risk and expense. Shipping instructions are available upon request from Silicon Mechanics Support. Upon Customer request, Expanded Services, including onsite service at Customer’s premises, may be quoted for an additional charge.
1.1.4 Return-to-Depot Service requires the Customer to ship the system to our integration facility in Bothell, Washington at Customer’s risk and expense.
1.1.5 Silicon Mechanics will use commercially reasonable efforts to repair the system in a reasonable amount of time.
1.2 Standard Limited Warranty Limitations
1.2.1 All components or systems installed by Silicon Mechanics pursuant to any warranty are deemed acceptable by Customer unless, within 20 calendar days from invoice date, Customer notifies Silicon Mechanics in writing that such product(s) are defective. During this period, advanced replacement parts will be priority-shipped to Customer to replace defective part(s).
1.2.2 Any system or product left unclaimed at our facility is deemed abandoned after 90 calendar days. Abandoned systems or products may be disposed of at our discretion without an accounting.
2. Optional Advanced Parts Replacement
Optional Advanced Parts Replacement is not included in our Standard Limited Warranty but is an option that may be purchased at an additional cost. In the event that Silicon Mechanics Support is unable to resolve outstanding technical issues through remote troubleshooting as provided by Section 1.1.1, Optional Advanced Parts Replacement (if purchased) covers the cross-shipping of components in the event that a component fails. All components and systems are shipped with limited 20-calendar day (from ship date) return for advanced replacement on DOA parts and components. Optional Advanced Parts Replacement service may be purchased within 30 days of original system purchase, and will be indicated on your packing slip or invoice.
2.1 Limits to Advanced Parts Replacement Service
2.1.1 Optional Advanced Parts Replacement Service terms can be purchased, but only for a duration that coincides with the duration of the Standard Limited Warranty term associated with your system (e.g., Customer cannot purchase a 5-year Advanced Parts Replacement Service with a 3-year Standard Limited Warranty, but could purchase both a 5-year Advanced Parts Replacement Service and a 5-year Standard Limited Warranty).
2.1.2 Silicon Mechanics will make commercially reasonable efforts to cross-ship components covered under the Standard Limited Warranty and Advanced Parts Replacement Service. In the event that a component cannot be cross-shipped, Silicon Mechanics will work with Customer to identify an alternative.
2.1.3 Silicon Mechanics is not responsible for part manufacturers’ delays and will use reasonable efforts to notify Customer if cross-shipment of components will be delayed due to such delays.
2.1.4 Replacements under the Advanced Parts Replacement Service may be delayed for specialized components (e.g., SED- or FIPS-enabled hard drives, embedded CPUs, etc.).
2.1.5 All requests for Advanced Parts Replacement Service require an accompanying support ticket number, as provided by Section 5, below. This number will be generated by Silicon Mechanics Support during the troubleshooting period discussed in section 1.1.1.
2.1.6 All defective components that have been replaced with cross-shipped parts must be returned to Silicon Mechanics at customer’s cost and risk within 20 calendar days of the replacement parts being shipped. Components not received within this time limit will be invoiced to Customer according to the payment method on file. This invoice is not refundable. Prior to and as a condition of Silicon Mechanics cross-shipping replacement parts, Customer must provide a payment method that will be invoiced for parts not returned within the 20 calendar day return period.
2.1.7 Silicon Mechanics will cross-ship replacement parts using a 2-business-day courier service. Options for faster shipping may be available at Customer’s request for an additional charge.
3. Optional Expanded Services
3.1 Expanded Services
3.1.1 Optional Expanded Services packages at one of the service levels stated in Section 3.2 can be purchased for your system(s) in addition to the Standard Limited Warranty and can be added at the time of purchase of your original system(s). Expanded Service consists of an onsite parts replacement service at Customer’s premises. A technician will be dispatched to replace any defective components that are covered under the service agreement. Silicon Mechanics conducts remote troubleshooting prior to dispatch in order to identify any components that need to be replaced. Replacement parts must be present at the service location prior to dispatching an onsite technician.
3.1.2 Expanded Services, including onsite service and 24/7 phone support, run concurrent to the Standard Limited Warranty coverage term, and both services begin on the same day. Onsite service can also be purchased on a pay-per-incident basis. At the time of service, the technician will need to have the full address of your system's location and will need replacement parts onsite prior to arrival. A service technician will be dispatched to your location to service your system, according to your service level.
3.1.3 A third-party service provider will be contracted by Silicon Mechanics to provide the onsite Expanded Services repair and service at Customer’s premises. The contracted service provider will provide services based upon the service level and length of service you purchased from Silicon Mechanics.
3.1.4 The service technician generally will be dispatched to arrive at your location for onsite service either on the next business day or on the same business day depending upon your service level; Monday through Friday, excluding holidays (see section 3.3.1 below). Under either level of services, if a request for onsite service is received after 3:00 p.m. Pacific time zone, or for other reasons beyond Silicon Mechanics’ reasonable control, the service technician may take an additional business day to arrive at your location.
3.1.5 All Expanded Services requests require accompanying support ticket number, as provided by Section 5, below. This number will be generated by Silicon Mechanics Support during the troubleshooting period discussed in section 1.1.1.
3.2 Expanded Services Levels Available
*Excluding holidays. See Section 3.3.1, below.
3.3 Limits to Expanded Services
3.3.1 Regular holidays include New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day, and other holidays adopted by Silicon Mechanics from time to time. Silicon Mechanics generally posts its holiday schedule on its website. 24 x 7 help desk service is not affected by holidays, but onsite service is the next business day after the holiday. For 4-Hour Same Day service, the coverage is 24/7/365 days a year for help desk service, logistics, and onsite support, irrespective of holidays.
3.3.2 Prior to requesting Expanded Services or the dispatch of an onsite technician, the Customer must contact Silicon Mechanics Support for initial remote troubleshooting and assignment of a support ticket number, as provided by Section 5, below
3.3.3 Service area will be discussed at the time of purchase of your system(s). Customer must let its Silicon Mechanics account manager know where the system will be physically deployed so that the proper service can be purchased. Customer also must promptly inform Silicon Mechanics in writing of any change in the physical location of any system that is subject to an Expanded Service contract. If the service location does not match the originally stated service area, the Expanded Services will be void (without refund) or an additional charge may be invoiced at the time of service.
3.3.4 The contracted service provider will schedule a time with Customer for onsite service. The technician will follow up prior to their arrival to confirm the visit. If Customer is unable to be present for the onsite service visit, Customer must contact the service technician in order to reschedule and avoid an additional or “missed call” service fee.
3.3.5 Customer must provide the service technician with access to your location and system(s). Customer must ensure that the service technician will have safe and well ventilated and illuminated working space, electricity, Internet connection, local telephone line, and any necessary security credentials prior to the service visit. If these requirements are not met, Silicon Mechanics is not obligated to provide onsite service pursuant to the Expanded Services or otherwise.
4. Additional Limitations on the Standard Limited Warranty and Expanded Services
4.1 General Standard Limited Warranty and Expanded Services Limitations
4.1.1 The Standard Limited Warranty and optional Expanded Services extend only to system(s) purchased directly from Silicon Mechanics or through one of its authorized resellers and cover only hardware and software installed and configured by Silicon Mechanics. Hardware and software additions, upgrades, modifications, or configuration changes done by the Customer or others are excluded from both the Standard Limited Warranty and the optional Expanded Services.
4.1.2Software applications, including operating systems, are not covered under the Standard Limited Warranty, but Silicon Mechanics will provide tier-1 (first call, diagnosis, and troubleshooting) support for software integrated by us. Customer agrees to pursue any warranty or other claims for defective or incompatible software solely against the manufacturer or developer of the software product.
4.1.3 Software and data backup, safety, and security are solely the Customer’s responsibility. Customer understands and agrees that SILICON MECHANICS IS NOT RESPONSIBLE FOR ANY LOSS OF SOFTWARE OR DATA CAUSED BY OR OCCURRING IN CONNECTION WITH ANY WARRANTY SERVICE OR EXTENDED SERVICE, EVEN IF CONCERNS ABOUT SUCH SAFETY AND SECURITY OR SPECIAL CIRCUMSTANCES APPLICABLE TO SUCH LOSS OR THE HARMS FROM SUCH A LOSS ARE OR HAVE BEEN COMMUNICATED TO SILICON MECHANICS OR ANY DISPATCHED TECHNICIAN. Silicon Mechanics strongly recommends that the Customer always back up system software and data prior to having the system serviced.
4.1.4 Individual components are not subject to the original Silicon Mechanics Standard Limited Warranty. Manufacturers generally provide individual warranties for components, including components purchased to upgrade an existing system. Adding upgrade components to an existing deployment does not extend the original Silicon Mechanics Standard Limited Warranty.
4.1.5 Warranties will be voided if the components have been altered in any way, including: products that have been scratched, defaced, labeled or marked, tampered with, had serial numbers altered, or if factory sealed parts have been tampered with or broken.
4.1.6 Warranties will be voided if product has been damaged by actions that are beyond Silicon Mechanics’ control (e.g., physical blows or impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster, war, strike, lockout, epidemic, destruction of production facilities, riot, insurrection, material unavailability, or any other force majeure events).
4.1.7 Warranties will be voided if products have been damaged through misuse, poor environmental conditions, abuse or mishandling, including the unauthorized modification of the system as a whole or any individual component, and/or the attachment of peripheral devices, or limitations placed by manufacturer specifications.
4.1.8 Silicon Mechanics Standard Limited Warranty, Advanced Parts Replacement, and Expanded Services cover systems deployed in the United States only. Silicon Mechanics can provide international support, but it must be quoted and agreed to individually by Silicon Mechanics Sales.
4.1.9 The Standard Limited Warranty and Extended Services are subject to the time limitations as stated on your invoice. Once the Silicon Mechanics Standard Limited Warranty period has ended, any warranty or service claims are solely the responsibility of the original component manufacturer, as applicable, and not of Silicon Mechanics.
4.1.10 The Standard Limited Warranty and Extended Services extend only to uses for which a covered system was designed. Any use of a covered system in a way that it was not intended to be used voids the Standard Limited Warranty and any Extended Service contract and Silicon Mechanics will not be obligated to service, repair, or replace the system or for any other claim or damages.
4.1.11 Silicon Mechanics’ obligation under the Standard Limited Warranty and any Extended Services is limited to repair services that are necessary because of any defect that existed in materials or workmanship in the hardware product sold by Silicon Mechanics as of the time of the original sale. Preventive maintenance is not covered. Installation, deinstallation, or relocation services and operating supplies are not covered. Repairs necessitated by software problems, or as a result of alteration, adjustment, or repair by anyone other than Silicon Mechanics (or our representatives or assignees), are not covered.
4.1.12 Silicon Mechanics is not obligated to repair any system or system component that has been damaged as a result of: (i) accident, misuse, or abuse of the system(s) or component (such as, but not limited to, use of incorrect line voltages, use of incorrect fuses, use of incompatible devices or accessories, improper or insufficient ventilation, or failure to follow operating instructions) by anyone other than Silicon Mechanics or our agents, (ii) force majeure events such as, but not limited to, lightning, flooding, tornado, earthquakes, and hurricanes, or (iii) moving the system(s) from one geographic location to another or from one entity to another.
4.1.13 Any services not explicitly covered within the terms and conditions of our Standard Limited Warranty or Expanded Services will be at the discretion of Silicon Mechanics and at additional charges to the Customer.
4.1.14 Silicon Mechanics may delay or withhold warranty or service should there be any outstanding or delinquent balance on Customer’s account.
4.1.15 Silicon Mechanics’ Standard Limited Warranty, Advanced Parts Replacement, and Extended Services coverage are limited to systems deployed in the United States. See page 1, above. For Global Support coverage contact Silicon Mechanics Sales. See Addendum B, below.
4.2 Hard Drive Manufacturer Warranties
Consumer-grade hard drives are warranted by the manufacturer only and are not covered under Silicon Mechanics’ Standard Limited Warranty. Manufacturer warranties typically are for a term of 1-3 years. (Note: Some manufacturers caution that using their consumer-grade hard drives in enterprise production environments (e.g., workload, large array, RAID, etc.) will void their warranty.)
4.3 Shipping Damage
Systems that are damaged during delivery are the carrier’s responsibility. Accordingly, Customers are responsible to inspect and refuse all packages that arrive damaged. Customers must notify Silicon Mechanics within 24 hours from the delivery date if a package was delivered damaged to obtain a Return Material Authorization (RMA) number. (See Section 5, below.) THE STANDARD LIMITED WARRANTY IS VOID IF CUSTOMER HAS ACCEPTED PACKAGES DAMAGED DURING SHIPPING.
4.4 Technical Support
During the Standard Limited Warranty period, Silicon Mechanics will provide product technical support. The scope of technical support consists of helping you diagnose and resolve problems with defects in computer systems manufactured by us in accordance with the terms and conditions and subject to the limitations stated in this warranty document. Silicon Mechanics supports hardware only, but will provide tier-1 (first call, diagnosis, and troubleshooting) support for software integrated by us. Software manufacturers support their own products and Customer will look solely to the software manufacturer for software support, but Silicon Mechanics Support will attempt to provide manufacturer contact information upon request.
SILICON MECHANICS IS NOT THE MANUFACTURER OF THE SOFTWARE OR OPERATING SYSTEM AND DOES NOT WARRANT THAT SOFTWARE OR OPERATING SYSTEM WILL BE FREE FROM DEFECTS OR ERRORS, EITHER IN ISOLATION OR IN COMBINATION WITH HARDWARE.
4.5 Other Limitations to Coverage
4.5.1 Some systems or components may be warranted for less than the 3-year Standard Limited Warranty period. These items include clearance, refurbished, or special case items, in which case the warranty period will be noted on your invoice.
4.5.2 Most component manufacturers' warranties are limited to defects encountered during normal use of the product while following manufacturers’ operating and installation instructions. These warranties generally do not apply if the damage or defect results from: (a) failure to follow such operating or installation instructions; (b) any negligence, mishandling, or accident; or (c) use of unauthorized parts or service. Solid state drives (SSD) are subject to endurance limitations, and are covered under the lesser of the Standard Limited Warranty term or endurance limit.
4.5.3 Silicon Mechanics will make commercially reasonable efforts to replace failed components with like components. Due to product lifecycles, Silicon Mechanics cannot guarantee that a failed component will be replaced with a like item. In these cases Silicon Mechanics will identify a replacement component with comparable specifications to replace the failed component.
4.5.4 Peripherals (e.g., switches, PDUs, racks, keyboards, mice, monitors, UPS, batteries, BBUs, etc.) are not covered under Silicon Mechanics Standard Limited Warranty, Advanced Parts Replacement, or Expanded Services. These components are covered under the original manufacturer’s warranty only. Silicon Mechanics will provide tier-1 (first call, diagnosis, and troubleshooting) support on peripherals and can sell additional manufacturer support and extended manufacturers’ warranties on most peripherals at the Customer’s request.
4.5.5 Appliances are not covered under Silicon Mechanics Standard Limited Warranty, Advanced Parts Replacement, or Expanded Services. Appliances are covered under the original manufacturer’s warranty only. Silicon Mechanics will provide tier-1 (first call, diagnosis, and troubleshooting) support on appliances and may sell additional manufacturer support and extended manufacturers’ warranties when available at the Customer’s request.
4.5.6 Silicon Mechanics Standard Limited Warranty, Advanced Parts Replacement, and Extended Services are transferrable only with the prior written consent and at the discretion of Silicon Mechanics. If Customer desires to transfer Standard Limited Warranty or services, the Customer first must contact Silicon Mechanics Support for consent, instructions, and limitations.
5. Support Ticket Request and Return Material Authorization (RMA) Process
In order to request service, including an RMA, a support ticket must be created. This is done so that we can track your issue and ensure that it is handled appropriately and in a timely manner. Please contact our Support team directly in order to get started. Your Silicon Mechanics account must be current in order for us to facilitate an RMA or advance replacement. Once the RMA request is submitted, Silicon Mechanics will use reasonable efforts to respond within 12 business hours. Advanced Parts Replacement requests may be delayed by one business day if request was submitted after 3:00 PM PST.
Please contact us using a method below to start the support process. Check our website for updates:
5.1 Important Contact Information
Addendum A: zStax
Silicon Mechanics’ zStax branded products have additional support options not covered in the preceding terms and conditions. Among these are licenses for NexentaStor Silver and Gold licensing, identified in our configurator as “8x5” and “24x7” Support, respectively. Silicon Mechanics terms, conditions, and practices related to the zStax product facilitate NexentaStor licensing obligations as a Nexenta partner, with all software Service Level Agreements (SLA) being the responsibility of Nexenta.
A.1 NexentaStor Gold Licensing SLAs
a.1.1 24x7 phone support
a.1.2 Severity 1
a.1.2.1 4-hour initial response
a.1.2.2 Continuous effort until solved
a.1.2.3 Status Updates every 3-4 hours
a.1.3 Severity 2
a.1.3.1 4-hour initial response
a.1.3.2 Daily effort during Customer business hours
a.1.3.3 Daily status updates
a.1.4 Severity 3
a.1.4.1 6-hour initial response
a.1.4.2 Daily effort
a.1.4.3 Status updates every 2-3 business days
a.1.5 Severity 4
a.1.5.1 8-hour initial response
a.1.5.2 Weekly effort
a.1.5.3 Weekly status updates
A.2 NexentaStor Silver Licensing SLAs
a.2.1 8x5 phone support
a.2.2 Severity 1
a.2.2.1 6-hour initial response
a.2.2.2 Continuous effort during Customer business hours
a.2.2.3 Daily status updates
a.2.3 Severity 2
a.2.3.1 8-hour initial response
a.2.3.2 Daily effort
a.2.3.3 Status updates every 2-3 business days
a.2.4 Severity 3
a.2.4.1 12-hour initial response
a.2.4.2 Weekly effort
a.2.4.3 Weekly status updates
a.2.5 Severity 4
a.2.5.1 24-hour initial response
a.2.5.2 As-needed effort
a.2.5.3 Monthly status updates
A.3 Silicon Mechanics zStax Support Engagement
a.3.1 Silicon Mechanics is the primary point of contact throughout the support process.
a.3.2 Customer submits support request based on license level.
a.3.4 As necessary, Silicon Mechanics will open a support ticket with Nexenta and collaborate on the resolution.
a.3.5 Silicon Mechanics replaces hardware based on the level of NexentaStor support purchased by Customer. Hardware replacement is subject to the terms and conditions in Section 1.
a.3.5.1 For NexentaStor Gold Support Customers: Field replaceable units (FRUs), defined as hard drive (HDD) or power supply unit (PSU), will be shipped out overnight delivery.
a.3.5.2 For NexentaStor Silver Support Customers: FRUs will be shipped out 2-day ground.
a.3.5.3 Non-FRU replacements will be cross-shipped node for node: Customer returns full node, and Silicon Mechanics ships replacement node. Next business day shipping is not guaranteed.
A.4 zStax Support Limitations
a.4.1 Nexenta service level agreements (SLA) go into effect after the zStax appliance has been put into production. Gold Support Customers will receive 8x5 support prior to the system entering production.
a.4.1.1 Putting a zStax appliance into production requires the completion of Customer signed and returned Statement of Work (SOW) and completed System Assurance Check (SAC) uploaded to, and accepted by, Nexenta.
a.4.2 Cross shipment of parts is subject to parts availability. See sections 2.1.2 and 2.1.3.
a.4.3 If Customer allows NexentaStor support to lapse, Silicon Mechanics will still provide support for hardware covered by the original Standard Limited Warranty, but is not obligated to provide NexentaStor support. Allowing NexentaStor support to lapse will also result in the loss of 24x7 phone and Nexenta support.
Addendum B: Global Support
B.1 Global Support Requirements
b.1.1 The Standard Limited Warranty is not applicable to systems shipped by us for deployment outside the United States. See page 1, above. However, for systems that are shipped by us for deployment outside the United States, for an extra price we offer custom warranty and after-sale services on a case-by-case basis.
b.1.2 Global Support is subject to custom warranty terms as provided by Silicon Mechanics Sales.
b.1.3 Systems covered under a Global Support agreement must be based on a global bill of materials (BoM) unless otherwise stated.
b.1.4 Global support, if purchased, is subject to applicable T&C sections (1, 3, and 4). Remote troubleshooting is required prior to return-to-depot service unless otherwise stated.
b.1.5 Global Support can be purchased in the form of return-to-depot pay per incident or Global Expanded Service. Contact Silicon Mechanics Sales for specific support services, coverage limitations, and pricing.
b.1.6 Contact Silicon Mechanics Sales for more details.