Racklive takes customer satisfaction seriously. We make the best effort to assist each customer in finding the correct products to improve their server abilities through quality products, outstanding customer service and a warranty program that can give your business the peace of mind it needs to run at its best performance. We want our customers to feel they have received a superior product and had a great customer experience with our team. Let us help your business boost productivity and efficiency today.
Racklive is committed to providing quality server hardware and software products as well as server services for our valued customers. We strive to provide the best customer service to our patrons and are here to assist with any product questions, server problems, and hardware/software concerns. Learn more about the warranty and support options provided by Racklive.
For all hardware problems, Racklive will first attempt to diagnose problem over the phone and, if possible, will suggest a solution. Please see our Terms and Conditions.
Unless otherwise agreed, Racklive will normally respond to telephone or email requests for Services by telephone or via email within four (4) business hours (8 am to 5 pm PST M-F) of the request, during the Contract Hours.
Racklive will do telephone diagnosis or bring the system back to Racklive site for diagnosis. Depending upon the nature of the problem, diagnosis may take upto 72 hours. After diagnosis replacement parts will be sent to customer location by the next business day, subject to availability of parts. To fix the system, the technician will be scheduled for arrival at customer site within 24 hours of the replacement part availability or the system will be brought back to Racklive site for depot repairs. The technician onsite will replace the hardware diagnosed to be failed only with the replacement of parts, no OS level support is provided.All defective parts shall become the property of Racklive after they are replaced by non-defective parts. The replacement part may be new, refurbished, or serviceable, that are functionally equivalent to new parts and may be from sources other than the original equipment vendor. The customer will pack all part(s) in boxes received from manufacturer and will be ultimately responsible for shipping the parts back to Racklive. It is not the responsibility of the technician to ship the parts back to Racklive.
It will be the customer's responsibility to provide adequate working space and reasonably acceptable working environment to the on-site engineer. The on-site engineer will not be held responsible for any damage that he may directly/indirectly cause to customer's property during his visit. However, the engineer will make every effort to solve the hardware problem without causing any damage of any kind to existing infrastructure.
Racklive may, at its sole discretion, invoice the Customer for parts, labor, and freight charges for service calls, which do not fall under the scope of the On-site warranty contract. Racklive will make reasonable efforts to provide advance notice to Customer, when possible, that work performed may fall outside the scope of their contracted Services and therefore generate an invoice for additional services. Examples include, but are not limited to:
- Problems generated by hardware not covered under the service contract
- Software related calls
- Calls generated by operator errors rather than defective hardware
- Power surge, or lightning damage
- Damage caused by improper use or handling
- "No-Trouble-Found" calls - problem is caused by cables extending throughout the building connecting the terminals and printers, phone lines, defective SPS/UP systems, defective tapes or diskettes, or other problems, which should have been screened by the Customer
- Preventive maintenance services
Racklive will not arrange to have an engineer dispatched to customer site for replacement of front-removable hard drives. Customer will be expected to have the ability to swap front-removable drives on his own. Also, the on-site warranty covers only hardware and will not involve re-loading OS or other software services. However, such services may be available at an additional fee.
|Standard Depot Warranty||Cross-ship Warranty||On-site Warranty|
|Replacement Parts Shipment||After receipt of defective parts from customer||Advance shipment after confirmation of need for replacement but without waiting to receive defective parts from customer||Advance shipment after confirmation of need for replacement but without waiting to receive defective parts from customer|
|Replacement Parts Shipment Method||Ground||Next Day*||Next Day*|
|Approximate RMA Turnaround Time||1-4 weeks||2 Days||2 Days|
All International Customers are responsible for all charges incurred by way of freight /Custom Duties, paperwork for RMA parts and/or Systems going back and forth for warranty purposes between U.S. and the other country. There is no on-site warranty available for Systems outside of U.S.
Customer shall, at Customer's expense, prepare and maintain the hardware installation site in accordance with the manufacturer's specifications for operating environments. Customer assumes the full responsibility to back-up and protect data against loss, damage, or destruction before services are performed. Customer also agrees to permit prompt access to hardware and/or software consistent with Customer's standard security requirements and to provide reasonable access to the facilities so as to expedite the performance of Services. Failure of Customer to comply with the conditions of this paragraph shall allow Racklive to terminate any further Services.
For non-customizable products — Are subject to original equipment manufacturer return terms.
For customizable products:
Racklive agrees to use its best efforts to assist Client with returns of Products.
In the event that a customizable product needs to be returned to Racklive for warranty service, Client must first obtain RMA number from Racklive. We reserve the right to not accept any shipment without an RMA number. After processing an RMA request, we reserve the right to request the total cost of the replacement products or the actual products itself if we later determine it to have sustained damage through actions of the Client.
Client must supply the following information to obtain an RMA number: invoice date, invoice number, product model name, serial number, and reason for return. RMA number will become void if the product it covers is not received by Racklive within 30 days after the RMA number is issued.
RETURN FOR CREDIT
Defective or DOA Products may be returned for credit within 30 days from Racklive's invoice date. Credit will only be issued if returned products are in brand new condition. Racklive (via the original equipment manufacturers of these products) will charge a restocking fee of an amount no less than 15% of the purchase price for any returned product that is non-defective or arrives with an incomplete package. Racklive will allow a 10-day period in the overall 30 days for shipment of a returned product to reach us.
Client must notify Racklive regarding any DOA ("Dead On Arrival") products within 10 days from the invoice date.
All product replacements are subject to quantity available with Racklive and original equipment manufacturers. If there is no stock to replace the returned products, we shall have at least 30 days to replace the returned products or the equivalent product.
Upon expiration of the warranties in Section 6, Racklive may provide additional services up to 2 years from the date of expiration subject to additional charges. We shall have the option to replace defective products with refurbished or functionally equivalent products in the event that we determine, in our sole discretion, that a repair is impracticable. Client shall pay for all shipping, service, parts, and other charges associated with out-of-warranty services. Client is encouraged to keep spare parts in stock for faster turnaround time for tasks which may not require shipping products back to Racklive.
A cancelled order will be subject to a cancellation charge of minimum 15% of the total order amount.