All VGH Hardware Systems come with a default minimum-3-years-parts and 1-year-labor warranty. For specific components in each system, the warranty on certain parts may be more than 1 year depending on the warranty available from component manufacturer. The customer can ship a defective hardware component to VGH, after which VGH will ship a replacement part to customer via UPS Ground service. The customer has the option of shipping back the entire system to VGH for diagnosis, repair, etc.
VGH shall respond to requests for remedial maintenance to such hardware in a prompt and commercially reasonable manner. Preventive maintenance services are not included within the scope of VGH’s on-site warranty contracts. Maintenance Services shall be available during the standard Services period of nine (9) hours between 9:00 a.m. and 6:00 p.m. (PST time), Monday through Friday, exclusive of holidays. In the case where a service engagement cannot be completed within this time frame, customer will be advised in a timely manner and offered an option to continue the service at a premium rate or resume the service the next business day as normal coverage. Extended service hours and priority response coverage are also available and, if requested, shall be subject to a premium. All VGH provided Services performed outside such times at the request of Customer shall be subject to VGHs then applicable charges for labor and travel, if accepted in writing by both parties.
Unless otherwise agreed, VGH will normally respond to telephone or email requests for Services by telephone or via email within four (4) business hours (9 am to 6 pm PST M-F) of the request, during the Contract Hours.
VGH will perform telephone diagnosis or bring the system back to the VGH service department for diagnosis. Depending upon the nature of the problem, diagnosis may take up to 24 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 VGH 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 VGH 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 VGH. It is not the responsibility of the technician to ship the parts back to VGH. This is only necessary if VGH ships the part out to the end user.
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 technician will not be held responsible for any damage that he may directly/indirectly cause to customer’s property during his visit. However, the technician will make every effort to solve the hardware problem without causing any damage of any kind to existing infrastructure.
VGH 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. VGH 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:
a) problems generated by hardware not covered under the service contract;
b) software-related calls;
c) calls generated by operator errors rather than defective hardware;
d) power surge or lightning damage;
e) damage caused by improper use or handling; and
f) “No-Trouble-Found” calls – problem is caused by cables extending throughout the building connecting the terminals and printers, phone lines, defective SPS/UPS systems, defective tapes or diskettes, or other problems, which should have been screened by the Customer.
g) preventive maintenance services
VGH will not arrange to have a technician 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.
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 VGH to terminate any further Services.
Neither VGH Computer Services nor its authorized service providers have any liability to User(s) for any direct, indirect, special exemplary, punitive, consequential or incidental damages, including but not limited to lost profits or loss of business or down time, your time, the claims of third parties or injury to property, regardless of the nature of the claim, even if VGH Computer Services or its service providers have been advised of the possibility of such damages. User understands and agrees that VGH Computer Services and/or its authorized service providers are not responsible for loss, destruction or damage to software and data. Your sole remedy against VGH Computer Services or its authorized service providers is limited to the cost of replacing the defective equipment and/or to seek recovery of the amounts you have paid for this service plans.
Because of the rapid development of technology in the computer industry, or for other reasons, a particular part may not be available from the manufacturer. In such an event, VGH Computer Services will make reasonable efforts to locate a compatible replacement part from other sources. If VGH Computer Services cannot locate a compatible replacement part, then, if possible, VGH Computer Services will offer to upgrade User’s system to the least expensive configuration that can be serviced. If User elects to accept the offer to upgrade, then User shall repay VGH Computer Services for the cost of the upgrade. In the event User chooses not to accept the upgrade VGH Computer Services shall not be responsible to make repairs under this Service Plan.