Texas Memory Systems RamSan-300/320 - Manual (Page 89)

shipping container. Once the RMA has been issued, the items must be returned to
TMS within thirty (30) days, or else the RMA will be cancelled.
SILVER WARRANTY - Advanced Parts Replacement
Texas Memory Systems Silver Warranty may be purchased which provides all of the
features of the Bronze plan. In addition, for one to three years (customer option),
TMS will ship a new replacement part to the install site for delivery the next business
day if, in the judgment of TMS, an issue as described by the customer is the result of
a defective part. TMS must be notified by 2:00 p.m. CST in order to guarantee next
day shipping. The customer is responsible for shipping the defective part back to the
factory no later than ten days after receipt of the replacement hardware. If TMS has
not received the defective hardware after this time, the customer will be charged the
full price of the replacement hardware. The customer is responsible for shipping
costs. Silver warranty option must be purchased at time of equipment purchase, and
does not extend the basic warranty by default.
GOLD WARRANTY - On-site Repair - Business Hours
Texas Memory Systems Gold Warranty may be purchased which provides all of the
features of the Silver and Bronze plans. Additionally, in the event of a hardware
failure, customer should call a special 800 number for 24/7 technical support 365
days a year to receive technical assistance from Texas Memory Systems technical
support staff. Gold Warranty also provides, when necessary, on-site service at the
customer location Monday through Friday between the customer location hours of
9:00 a.m. and 5:00 p.m. On-site service is only applicable to non-user replaceable
components; on-site service does not cover software related issues. Customer must
purchase a spares kit for items that will be maintained under the Gold Warranty.
PLATINUM WARRANTY - On-site Repair - 24/7
Texas Memory Systems Platinum Warranty may be purchased for the United States
and most Western European countries* which includes all of the coverage in the
Silver and Bronze plans plus the added protection of on-site four (4) hour response,
when necessary, at the customer location seven (7) days a week. As with the Gold
Warranty, customer is provided a special 800 number for 24/7 technical support 365
days a year. In the event of a failure, customer should call to receive immediate
technical assistance from Texas Memory Systems technical support line. On-site
service is only applicable to non-user replaceable components; on-site service does
not cover software related issues. Customer must purchase a spares kit for items
that will be maintained under the Platinum Warranty.
* Please contact TMS for details on coverage areas.
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