Warranty and Support

This describes terms of Kalkitech/ASE’s Hardware Warranty and Software Support policy, including what is provided as standard with the initial product purchase, and how to obtain extended warranty and support.

Definitions
“Warranty” defines repair or replacement policies for non-operational hardware. The term Warranty is identical to “Hardware Warranty”.

“Support” defines the policy for obtaining technical support, new software releases, and resolution of software issues. The term Support is identical to “Software Support”.

“Product Maintenance” refers to a combination of Hardware Warranty and Software Support for the same product. The term “Maintenance” is the same as Product Maintenance.

“Standard” refers to warranty, support, or maintenance provided with the initial product purchase.

“Extended” refers to warranty, support, or maintenance provided after the Standard warranty, support, or maintenance period expires

Hardware Warranty
Hardware Warranty guarantees repair or replacement of a hardware item that fails for any reason other than customer neglect or misuse, or force majeure events such as floods or lightning. It does not cover lost items. The failed item must first be returned to Kalkitech/ASE as part of the warranty process. Kalkitech/ASE will expeditiously evaluate the item and either repair or replace it, at Kalkitech/ASE’s discretion.

The customer is responsible for paying shipping fees to return the failed item to Kalkitech/ASE. Kalkitech/ASE will pay return UPS Ground shipping of the repaired or replaced unit if the return address is within the Continental United States or Canada. Kalkitech/ASE does not pay expedited shipping charges or shipping charges to locations outside the Continental U.S. or Canada. Import duties, brokerage fees, or any similar charges required to clear items through customs are not paid for by Kalkitech/ASE to Canada or any other country. Non-covered shipment expenses will are the responsibility of the customer.

To return an item, an RMA number must be obtained by contacting Kalkitech/ASE either via Email or phone. The RMA number ensures that Kalkitech/ASE can track receipt and resolution of the returned item.

An RMA number can also be used to return items not under warranty. The customer will be apprised of repair/replacement charges for any such item before the item is returned. Charges will never exceed the replacement cost for a new item. Standard labor rates apply for items that can be repaired; please contact us for details.

Technical support via telephone or Email is provided for all hardware items under warranty.

Warranty Periods
A Standard one-year warranty is provided on all hardware items sold by Kalkitech/ASE. The one-year coverage period starts with the product ship date.

Extended warranties are available that extend the warranty period for one or three years after expiration of the initial warranty, either Standard or Extended. 

Software Support
Software support provides:

  • Telephone or Email support to answer technical questions.
  • Rights to install and use software update releases made during the warranty period.
  • Rights to submit software problem reports.
  • Priority attention by Kalkitech/ASE staff to correction of problems deemed critical to field operation.
  • For the SPT-PC and SPTSRV protocol translation products, technical support is provided to only one company designated contact. Since SPT configuration frequently requires more training than other Kalkitech/ASE products, and since it can require customization based on an organization’s specific equipment and communication network, a single customer contact helps disseminate such information efficiently within an organization.

Support Periods
One-year software support is provided as Standard with all software products. The one-year coverage period starts with the product ship date.

Extended support is available that extends the support period for one or three years after expiration of the current support period, either Standard or Extended.

Product Maintenance
Product Maintenance refers to bundling Extended Hardware Warranty and Software Support for a single product. The price of Extended Product Maintenance is less than the combined price of the individual Extended Warranty and Extended Software support.

General Conditions
Kalkitech/ASE is not liable for incidental or consequential damages, including but not limited to, the cost of labor, re-qualifications, rework charges, delay, lost profits, or loss of goodwill arising out of the sale, installation or use of any Kalkitech/ASE product. If Kalkitech/ASE has any liability for breach of contract, breach of any implied condition, warranty or representation, the aggregate liability of Kalkitech/ASE to Buyer shall be limited in respect of any occurrence or series of occurrences to the actual purchase value of the products.

THE FOREGOING WARRANTY AND REMEDIES ARE EXCLUSIVE AND MADE EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED, IMPLIED OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Kalkitech/ASE DOES NOT ASSUME OR AUTHORIZE ANY OTHER PERSON TO ASSUME FOR IT ANY OTHER LIABILITY IN CONNECTION WITH ITS PRODUCTS.