In order to offer our customer the highest quality service, we has established this repair service reference guideline to provide our customer the best support and shortest turn-around time as soon as possible.

2.1  Warranty period definition

ioNetworks intends to fulfill customer’s demand in post-sales service; therefore, we generally offers 2 years (24 months) of warranty for standard items but please confirm individual warranty periods for various Products. However, there are only 6 months guarantee for the battery of RTC system products and 1 year guarantee for RTC system products. Contract warranty or extended warranty is provided to customers upon request. ioNetworks has the extended warranty designed with flexibility for customers to save time and upgrade service value in a long run.

Products manufactured by ioNetworks are covered from the date of shipment by a warranty for standard items.

2.2  Repairs under warranty

During the warranty period, ioNetworks will repair or replace all defective products, provided that they are returned at the customer’s expense to an authorized ioNetworks repair facility. ioNetworks has sole unfettered discretion to determine whether a particular product will be either repaired or replaced.

2.3  Exclusions from warranty

The return product is treated as exclusion from warranty when:

• The product has been found to be defective after expiry of the warranty
• The product has been concluded to misuse, abuse, or unauthorized repair, whether by accident or other causes. Such conditions will be determined by ioNetworks in its sole unfettered
• Product updated, reworked, repaired, disassembled and tested upon the request of customers who are without
• Product is damaged beyond repair due to nature disasters, for example, lighting strike, flood, earthquake,
• The products belong to special OEM and ODM which no sign up RMA service agreement.

3.1  DOA (Dead on Arrival) service

• Definition

Goods received which do not function or malfunction within 2 months for all products after receipt (Shipment date is binding). This does not apply to any products that have been repaired or altered by persons other than ioNetworks authorized service personnel or any products that have been subject to misuse, abuse or improper installation or operation. ioNetworks assumes no liability as a consequence of such events under the terms of the warranty.

3.1.2   Return Process

Ship the faulty product in the original packaging including all original accessories with a copy of the invoice and detailed Problem Description and the issued RMA to ioNetworks service  center.

3.1.3   Problem Confirmation

It is recommended customer can double confirm the DOA finding problem with ioNetworks application engineers before sending it back; so that the problem of a simple wrong configuration, product setting may minimize the whole handling in mutual. ioNetworks assure to treat DOA cases are handled with the highest priority.

3.2   Returning the product for repair

Contact your ioNetworks windows to confirm server situation and issue cause before dismantle the server. Follow

ioNetworks’ FAE leads and open the server. If you dismantle it without notification and all the consequences are belong to yours.

Send cards only without accessories (manuals, cables, etc.). Remove any unnecessary components from the card, such as CPUs, ROM or DRAM. If you include these parts (because you believe they may be part of the problem), note clearly that they are included. Otherwise, we cannot be responsible for their return. Make sure the "RMA Board Configuration Chart" is enclosed. Ship the parts by DHL or speedy post. If RMA is in warranty, the customer will bear the shipping charges, and we will bear the return charges. If out of warranty, the customer should bear both the forwarding and returning charges. Also there’s a cost of testing fee in order to Attach an invoice to the carton. To save handling time, customer shall address the parts directly to the Repair Service Department and mark on the package "Attn. Repair Service Department".

Note: List the value of the product on the invoice as zero (or a very low value). Otherwise, additional charges will be levied by customs (which will be borne by the sender). We suggest that you write “Goods with no commercial value are returned for repair” on the shipment invoice.

3.3   Service charges

After we make the repairs, we will send you a “Proforma Invoice” with the repair charges. When you remit the funds, please reference the PI number listed under "Our Ref.".

3.4   Repair Turn-around Time (TAT)

The definition of TAT is illustrated on ioNetworks internal management supervising repair process efficiency, which excludes other factors caused by different forwarder, waiting custom or accumulated volume in front office.

TAT definition:

TAT = ioNetworks Receiving date – ioNetworks Shipping date

For products manufactured in-house by ioNetworks, the TAT management target as below.

One batch shipment > 30 sets, ioNetworks will inform customer on a case-by-case basis.

For third party products not manufactured by ioNetworks, it will send them to the original manufacturer for repair. This usually takes 15-30 working days.           

The general reason TAT may be delayed if the customer:

• Does not sign and return the P/I within 48
• Fails to pay the A/R within the due
• Gives an insufficient problem description, such as "does not work", "failure".
• Has modified the original design of the ioNetworks
• Delays a reply or fails to reply to an ioNetworks request for further information (such as application environment and configuration).

3.5   Repair service for phased-out products

ioNetworks offers two years continuous repair service for its system products after the date of the product phase-out announcement. Normally, this phase-out is taken 6 months ahead for customer last buy preparation.

3.6   Repair report

ioNetworks will return each system with a “Repair Report” which shows the result of the repair. If the result is NPF, the report will be listed the tests been done for customer’s reference.

3.7   Custody of products submitted for repair

ioNetworks will retain custody of a product submitted for repair for two months whilst it is waiting for return of a signed PI or payment (A/R). If the customer fails to respond within such period, ioNetworks will close the case automatically. ioNetworks will take reasonable measures to stay in proper contact with the customer during this 2-month period.

3.8   Shipping back to customer

ioNetworks normally ships RMA returns by air parcel or air speed post. If the customer requires, it can ship the parts using a different service such as UPS, DHL, Federal Express, and so on. The customer must bear the extra costs of such alternative shipment. If you require any special arrangements, please indicate this when shipping the product to us.