End-User Limited Hardware Warranty

PLEASE TAKE THE TIME TO READ THE FOLLOWING END-USER LIMITED HARDWARE WARRANTY (“LIMITED WARRANTY”) UNDER WHICH YOUR PATRONUS LABORATORIES CORP. (“PLC”) PRODUCT IS WARRANTED. PLC-branded hardware products may come with a 90-day, 1-year, 2-year, 3-year, 4-year, 5-year or other limited hardware warranty. PLC may offer different delivery methods for warranty service, including but not limited to parts and product dispatches, mail-in service and On-Site service. Renewals and extensions of your limited hardware warranty may also be available after you purchase your product(s). To determine the warranty that came with your hardware product(s), or the warranty renewal or extension that you purchased, see your packing slip, invoice, receipt or other sales documentation. Some components of the hardware you purchased may have a shorter warranty than that listed on your packing slip, invoice, receipt or other sales documentation. Additional details related to warranty duration are listed below.

What is covered by this limited hardware warranty?

This limited hardware warranty covers defects in materials and workmanship in your PLC-branded hardware products, including PLC-branded peripheral products.

What is not covered by this limited hardware warranty?

This limited hardware warranty does not cover:

  • Software, including without limitation, the operating system and software added to the PLC-branded hardware products through our factory-integration system, third-party software or the reloading of software.
  • Non PLC-branded products and accessories.
  • Problems that result, directly or indirectly, from:
  • External causes such as accident, abuse, misuse or problems with electrical power.
  • Servicing not authorized by PLC.
  • Usage that is not in accordance with product instructions.
  • Failure to follow the product instructions or failure to perform preventive maintenance.
  • Using accessories, parts or components not supplied by PLC.
  • Commercial hardware products that use, or in which have been installed, products or components that have not been provided by PLC.
  • Products with missing or altered service tags or serial numbers.
  • Products for which PLC has not received payment.
  • Normal wear and tear. 

 

FOR COMMERCIAL CUSTOMERS (INCLUDING SMALL, MEDIUM AND LARGE BUSINESS AND GOVERNMENT AND PUBLIC SECTOR CUSTOMERS AND RESELLERS). 

This paragraph applies if you purchase PLC products for resale or for commercial or professional purposes. PLC'S RESPONSIBILITY FOR DEFECTS IN MATERIALS OR WORKMANSHIP IS LIMITED TO REPAIR OR REPLACEMENT OF THE PRODUCT AS SET FORTH IN THIS WARRANTY STATEMENT. EXCEPT FOR THE LIMITED WARRANTY EXPRESSLY STATED ABOVE FOR PLC-BRANDED PRODUCTS, PLC PROVIDES NO WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OR CONDITION (1) OF MERCHANTABILITY, MERCHANTABLE QUALITY, FITNESS FOR A PARTICULAR PURPOSE, PERFORMANCE, SUITABILITY OR NONINFRINGEMENT; (2) RELATING TO ANY THIRD-PARTY PRODUCT OR SOFTWARE; OR (3) REGARDING THE RESULTS TO BE OBTAINED FROM THE PRODUCT OR SOFTWARE. PLC EXPRESSLY DISCLAIMS ALL WARRANTIES AND CONDITIONS NOT STATED IN THIS LIMITED WARRANTY.

FOR NON-COMMERCIAL CUSTOMERS. This section applies if you purchase PLC products that are normally used for personal, family or household purposes.

THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE, PROVINCE TO PROVINCE OR JURISDICTION TO JURISDICTION.

PLC'S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THIS WARRANTY STATEMENT.

FOR ANY INCIDENT COVERED BY THIS PLC LIMITED HARDWARE WARRANTY, YOU MUST USE PLC-PROVIDED PARTS AND PRODUCTS, WHICH PLC WILL PROVIDE TO YOU FOR NO ADDITIONAL CHARGE.  FAILURE TO USE PLC-PROVIDED PRODUCTS WILL VOID THIS WARRANTY.

TO THE EXTENT NOT PROHIBITED BY LAW IN YOUR STATE, PROVINCE, JURISDICTION OR COUNTRY, THIS WARRANTY AND THE REMEDIES SET FORTH ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL, WRITTEN, STATUTORY, EXPRESS OR IMPLIED.

EXCEPT FOR THE EXPRESS WARRANTIES CONTAINED IN THIS WARRANTY STATEMENT AND TO THE EXTENT NOT PROHIBITED BY LAW, PLC DISCLAIMS ALL OTHER WARRANTIES AND CONDITIONS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY, MERCHANTABLE QUALITY AND FITNESS FOR A PARTICULAR PURPOSE AND WARRANTIES AND CONDITIONS AGAINST HIDDEN OR LATENT DEFECTS. SOME STATES, PROVINCES, JURISDICTIONS OR COUNTRIES DO NOT ALLOW DISCLAIMERS OF IMPLIED WARRANTIES AND CONDITIONS, SO THIS DISCLAIMER MAY NOT APPLY TO YOU.

TO THE EXTENT SUCH WARRANTIES AND CONDITIONS CANNOT BE DISCLAIMED UNDER THE LAWS OF THE UNITED STATES, CANADA (AND ITS PROVINCES) OR OTHERWISE, PLC LIMITS THE DURATION AND REMEDIES OF SUCH WARRANTIES AND CONDITIONS TO THE DURATION OF THIS EXPRESS LIMITED WARRANTY (AS REFLECTED ON YOUR PACKING SLIP, INVOICE, RECEIPT OR OTHER SALES DOCUMENTATION) AND, AT PLC'S OPTION, THE REPAIR OR REPLACEMENT SERVICES DESCRIBED BELOW. SOME STATES, PROVINCES, JURISDICTIONS OR COUNTRIES MAY NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY OR CONDITION MAY LAST, SO THE LIMITATION DESCRIBED ABOVE MAY NOT APPLY TO YOU.

NO WARRANTIES OR CONDITIONS, WHETHER EXPRESS OR IMPLIED, WILL APPLY AFTER THE LIMITED WARRANTY PERIOD HAS EXPIRED. SOME STATES, PROVINCES, JURISDICTIONS OR COUNTRIES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY OR CONDITION LASTS, SO THIS LIMITATION MAY NOT APPLY TO YOU.

WARRANTY SUPPORT ONLY APPLIES WHEN THE COVERED PRODUCT IS LOCATED WITHIN THE COUNTRY IN WHICH PLC ORIGINALLY SOLD THE SYSTEM, AS REFLECTED IN PLC'S RECORDS.  IF YOU NEED SUPPORT FOR THE PRODUCT OUTSIDE OF THE COUNTRY OF ORIGIN (FOR EXAMPLE, WHILE TRAVELING, OR IF THE SYSTEM HAS BEEN RELOCATED TO A NEW COUNTRY), THEN PLC MAY OFFER YOU OTHER SUPPORT OPTIONS FOR AN ADDITIONAL CHARGE.

ADDITIONAL TERMS FOR U.S. CONSUMERS. IF YOU CANCEL ANY RENEWED, EXTENDED OR ENHANCED WARRANTY WITHIN THIRTY (30) DAYS OF RECEIPT OF THIS WARRANTY, YOU WILL RECEIVE A FULL REFUND IF NO CLAIMS HAVE BEEN MADE AGAINST THE WARRANTY.  IF ANY CLAIM HAS BEEN MADE AGAINST THE WARRANTY, THEN YOU WILL RECEIVE A PRO-RATA REFUND BASED ON THE RETAIL VALUE OF ANY SERVICE PERFORMED.  IF YOU CANCEL THIS WARRANTY AFTER THIRTY (30) DAYS OF YOUR RECEIPT OF THIS WARRANTY, YOU ARE ENTITLED TO A PRO-RATA REFUND AS FOLLOWS:  REFUND = THE TOTAL PRICE MINUS THE FOLLOWING:  (A) THE VALUE ATTRIBUTABLE TO THE PORTION OF THE RENEWED, EXTENDED OR ENHANCED WARRANTY ALREADY USED (CALCULATED BASED ON THE PERCENTAGE OF DAYS OF THE RENEWED, EXTENDED, OR ENHANCED TERM THAT ALREADY HAVE BEEN USED PRIOR TO OUR RECEIVING NOTICE OF YOUR CANCELLATION); (B) 0.1 MULTIPLIED BY THE TOTAL PRICE; AND (C) THE COST OF ANY REPAIR OR REPLACEMENT PROVIDED TO YOU BEFORE CANCELLATION.

FOR ALL CUSTOMERS. WE DO NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED HARDWARE WARRANTY, AND WE DO NOT ACCEPT LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, FOR THIRD-PARTY CLAIMS AGAINST YOU FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST OR DAMAGED DATA OR SOFTWARE. PLC DOES NOT WARRANT THAT THE OPERATION OF ANY PLC PRODUCT WILL BE UNINTERRUPTED OR ERROR FREE. OUR LIABILITY WILL BE NO MORE THAN THE AMOUNT YOU PAID FOR THE SPECIFIC PRODUCT THAT IS THE SUBJECT OF A CLAIM. THIS IS THE MAXIMUM AMOUNT FOR WHICH WE ARE RESPONSIBLE.

SOME STATES, PROVINCES, JURISDICTIONS OR COUNTRIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.

How long does this limited hardware warranty last?

This limited hardware warranty may be voided by PLC, at PLC's sole discretion, if third party products that were not provided by PLC are installed on your PLC system. Otherwise, this limited hardware warranty lasts for the time period indicated on your packing slip, invoice or receipt. The limited hardware warranty on all PLC-branded products purchased directly from PLC begins on the date of the packing slip, invoice, receipt or other sales documentation. For products purchased from third-party retailers or resellers, the limited hardware warranty begins on the date of your original sales receipt. The warranty period is not extended if we repair or replace a warranted product or any parts. PLC may change the availability of limited hardware warranties, at its discretion, but any changes will not be retroactive.

Important Notice Relating to Third Party Product 

PLC cannot guarantee the authenticity of the products, limited warranties, service or support, or the accuracy of the listings of products you purchase from a third party.  In some cases use of third party product may pose an increased risk of reliability or safety issues.  This limited hardware warranty may be voided by PLC, at PLC's sole discretion, if you install or use in a PLC system any third party product that was not provided by PLC.

What do I do if I need warranty service?

Before contacting PLC, please try one or more of the following:

  1. Ensure that you have installed any updates or resolved any issues identified by the monitoring, diagnostic, and proactive support tools that are installed on your product.
  1. Consult your Owner's Manual.

If you need additional assistance, then, before the warranty expires, please contact PLC or one of our authorized representatives: 

  1. Check Online. Online, chat and other forms of remote support may be available.

(visit: www.PatronusLabs.com for more information)

  1. Prepare for the Call. You will help the technician serve you better if you have the following information and materials ready when you call:
  • Product model;
  • Serial number;
  • Date of shipment; and
  • Invoice number

If you purchased through a retailer (not directly from PLC), you may be required to provide PLC with your original sales receipt from your purchase to receive any warranty service from PLC.

  1. Explain Your Problem to the Technician. Now you are ready to describe the problem you are having with your Product. Let the technician know the nature of your problem, what, if any, error message you are getting and when it occurs; what you were doing when the error occurred; and what steps you may have already taken to solve the problem.
  1. Cooperate with the Technician to Solve Your Problem. Experience shows that most Product problems and errors can be corrected over the phone as a result of close cooperation between the user and the technician. Listen carefully to the technician and follow the technician’s suggestions. Diagnostic or troubleshooting steps are an essential aspect of reaching the right resolution for your issue. Those steps may require more than one call or an extended session, and you may be asked to access the inside of your Product where safe to do so.

What will PLC do? 

Upon contacting PLC, you will be required to engage in a remote diagnosis session to help determine the cause of your issue. Remote diagnosis may involve customer access to the inside of the product and multiple or extended sessions. If PLC determines that your issue is the result of a defect in materials or workmanship but the issue is not able to be resolved remotely, PLC, at its sole discretion, may dispatch a replacement part to you, arrange for you to send your product or defective part back to PLC's repair depot or replace the part or product with a comparable part or product that may be new or refurbished. If the PLC Limited Hardware Warranty for your product includes On-Site warranty service, then PLC may also elect to dispatch a service technician to your location to perform the repair or replacement (see Important Information about On-Site Warranty Service after Remote Diagnosis below).

If your limited hardware warranty has expired or if we determine that the problem is not covered under this limited hardware warranty, we may be able to offer you service alternatives on a fee basis.

We use new and refurbished parts made by various manufacturers in performing warranty repairs and in building replacement parts and products. Refurbished parts and products are parts or products that have been returned to PLC, some of which were never used by a customer. All parts and products are inspected and tested for quality. Replacement parts and products are covered for the remaining period of the limited hardware warranty for the product you purchased. PLC owns all parts removed from repaired products and, in most instances, you will be required to return defective parts to PLC.

PLC may use authorized representatives to provide any of the technical support or repair services under this limited hardware warranty.

Returning products to PLC for repair or replacement:

For Mail-in Service: Customer supplies box and pays shipping: Upon a determination by PLC that your product should be returned to PLC for repair or replacement, we will issue a Return Material Authorization (RMA) number that you must include with your return. You must return the product to us in its original or equivalent packaging, prepay shipping charges and insure the shipment or accept the risk if the product is lost or damaged in shipment, which could void warranty coverage as customer-induced damage. We will return the repaired or replacement product to you. We will return ship the repaired or replaced product to you, freight collect.

Important information about part dispatches by PLC:

For some issues, PLC may dispatch a new or refurbished part for you to replace a defective part, if we agree that the defective part needs to be replaced. You must return the defective part to PLC. When you contact us, we may offer to ship you a replacement part prior to receiving your original part back. In such instances, we may require a valid credit card number at the time you request a replacement part. We will not charge or invoice you for the replacement part as long as you return the original part to us within 10 days of your receipt of the replacement part. Failure to timely return the defective part to PLC in accordance with the written instructions provided with the replacement part may result in the suspension of your limited hardware warranty support or a charge to your credit card or invoice in the amount of the then-current standard PLC price for that part. A suspension of your limited hardware warranty for failure to properly return a part will not toll the term of your limited hardware warranty and the limited hardware warranty will still expire in accordance with its original term.

We will pay to ship the part to you if you use an address in the United States (excluding Puerto Rico and U.S. possessions and territories) or in Canada (in respect of systems registered in Canada). Otherwise, we will ship the part freight collect. We will also include a prepaid shipping container with each replacement part for your use in returning the replaced part to us.

NOTE: Before you replace parts, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). You are responsible for removing any confidential, proprietary or personal information and removable media such as storage cards or devices, DVDs/CDs or PC Cards regardless of whether a technician is also providing in-home or onsite assistance. We are not responsible for any of your confidential, proprietary or personal information; lost or corrupted data; data or voice charges incurred as a result of failing to remove all SIM cards; or damaged or lost removable media. When returning parts to PLC, please only include the product components requested by PLC.

On-Site Warranty Service after Remote Diagnosis:

If the PLC Limited Hardware Warranty for your product includes On-Site warranty service, then if PLC determines that your issue is covered under this limited hardware warranty and your problem cannot be resolved remotely or, if applicable, by dispatching a part or replacement product to you, then PLC may dispatch a service technician to your location within the United States (excluding U.S. possessions and territories) or in Canada (in respect of systems registered in Canada). Please tell the technician the full address of your system's location. Both the performance of service and service response times depend upon the time of day your request is received by PLC, the service alternative you purchased, parts availability, geographical restrictions, weather conditions and the terms of this limited hardware warranty. An adult must be present at all times during the service technician's visit. You must provide the service technician full access to the system and (at no cost to PLC) have working space, electricity and a local telephone line. If these requirements are lacking, PLC is not obligated to provide service. In addition, PLC is not obligated to provide service if you fail to provide an environment that is conducive to computer repair, including for example, if you insist on service to be provided at varying locations, if you fail to properly restrain a pet, if you threaten our technician either verbally or physically, or if your location or the general area where the system is located is dangerous, infested with insects, rodents, pests, biohazards, human or animal excrement and/or chemicals as reasonably determined to be unsafe by our technician. If you or your authorized representative is not at the location when the service technician arrives, the service technician will not be able to service your system and you may be charged an additional amount for a follow-up service call.

If PLC determines that your system needs a replacement part, you authorize the on-site technician to act as your service agent to handle the delivery and return of the warranty parts necessary to render on-site repairs. You may incur a charge if you fail to allow the on-site technician to return nonworking/unused units/warranty parts to PLC.

What if I purchased an On-site Service Warranty?

If your service contract is with PLC, service will be provided to you under the terms of the service agreement. Please refer to that contract for details on how to obtain service.

May I transfer the Limited Warranty?

Limited hardware warranties on systems may be transferred if the current owner transfers ownership of the system and records the transfer with us. You may record your transfer by going to PLC's website and completing the “Change of System Ownership” form. If you do not have internet access, call your customer care representative at 1-818-232-7726.

Acceptance to transfer ownership is at PLC's sole discretion. All such transfers will be subject to a transfer fee, the terms and conditions of the original service or limited hardware warranty agreement, and PLC's applicable terms and conditions of sale. PLC cannot guarantee the authenticity of the products, limited warranties, service or support, or the accuracy of the listings of products you purchase from a third party.

Call us

Call us on 1-818-232-7726 and we'll be happy to answer any questions you have.

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