Warranty&Returns
Science,Service&SupportSubscrip5on(S3Plan)
ThefollowingdocumentoutlinesanddescribesindetailtheWarrantyCoverage,Returns
Procedure,andScience,Service&SupportSubscrip?on(S3Plan)forallSageAnaly?csproducts.
SageWarranty
• Thiscovershardware&factorydefectsanddoesNOTincludesoHwareupdates,datamodels,
consumables/labware,orlostitems.
• Sageoffersa1-yearwarrantyagainsthardware&factorydefects(seebelowfordetails);
beyondthiswarranty(year2andbeyond),customerswillpayadiagnos?cfeeof$125per
hour(witha2-hourminimumcharge),unlesstheyhaveasubscrip?ontotheS3Plan,inwhich
casethediagnos?cfeewillbewaived.
• AHerini?altroubleshoo?ngviatelephonewithaSagetechnicalsupportstaffmember,ifthe
productneedstobesentbackforfurtherdiagnosisandrepairtotheSt.LouisHQ,aquotefor
therepairwillbeprovidedtotheclientforconsidera?ononcetheunithasbeenreceivedin
houseandthoroughlydiagnosed.(Thisappliesonlytoproductsthatarebeyondthe1-year
warranty9meframe).
SagewarrantstotheEndUserthat(a)eachitemofhardwareprovidedbySage(the
“Hardware”)willbefreeofmaterialdefectsinmaterialandworkmanshipfora
periodofone(1)yearfromthedateofshipmenttoEndUserifstored,handled,
installed,maintainedandoperatedunderproperuseandnormalcondi?ons,and(b)
thesoHwareprovidedbySageinconnec?onwiththeHardware(the“SoHware”)will
complytothespecifica?onspublishedbySageinallmaterialrespectsforaperiodof
one(1)yearfromthedateofshipmenttoEndUser.Thewarran?esspecifiedherein
willnotapplytodefectsa[ributableto:(i)improperstorage,handling,installa?on,
maintenanceoropera?onoftheHardwareorSoHware,(ii)modifica?onof
HardwareorSoHwarewithoutSage’spriorwri[enapproval,(iii)accident,neglect,
misuseorabusebyanyoneotherthanSage,(iv)destruc?onordamagetothe
ProductscausedbyanyoneotherthanSage,or(iv)otherhardware,soHware,
systemsordatanotprovidedbySage.
SagedoesnotwarrantthattheProductswilloperateincombina?onwithother
hardware,soHware,systemsordatanotprovidedbySageorthattheopera?onof
theHardwareand/orSoHwarewillbeuninterruptedorerror-free.EXCEPTFORTHE
EXPRESSEDWARRANTIESSTATEDABOVEANDTOTHEMAXIMUMEXTENT
PERMITTEDBYAPPLICABLELAW,SAGEDISCLAIMSALLWARRANTIES(WHETHER
EXPRESSED,IMPLIED,STATUTORYOROTHERWISE)RELATINGTOTHEHARDWARE
ANDSOFTWARE,INCLUDING,BUTNOTLIMITEDTOANYIMPLIEDWARRANTYOF
MERCHANTABILITY,FITNESSFORAPARTICULARUSEORPURPOSE(EVENIFTHE
PARTICULARUSEORPURPOSEISDISCLOSEDTOSAGEINADVANCE)ORNONINFRINGEMENT,ANDANYWARRANTIESTHATMAYARISEFROMCOURSEOF
DEALING,COURSEOFPERFORMANCEORUSAGEINTRADE.
Defec?veHardwaremaybereturnedtoSageduringtherelevantwarrantyperiod
freightandinsuranceprepaidonlyaHerobtainingaReturnMaterialAuthoriza?on
(RMA)numberfromSage.IfSagedeterminesupontes?ngandinspec?onthatany
suchreturnedHardwarebreachesthewarrantysetforthabove,Sageshall,atits
op?on,providethecustomeraquoteforrepairorreplacementofsuchHardware
andreturnittoEndUserforareasonablefeefreightprepaid.IfSagedetermines
upontes?ngandinspec?onthattheSoHwarebreachesthewarrantysetforth
above,Sageshallusecommerciallyreasonableeffortstocorrectorprovidea
reasonableworkaroundfortheSoHwareerrorsthatcausedsuchbreachofwarranty.
ReplacementorrepairofHardwareand/orSoHwaredoesnotextenditswarranty
periodbeyondtheoriginalwarrantyexpira?ondate.
Warranty&ReturnsProcedure
WarrantyClaims:AllgoodsshallbeinspectedbytheBuyerwhenreceived,andevery
claimonaccountofdefec?vematerial,workmanship,orshortages,orofanyother
causeshallbedeemedwaivedbytheBuyerunlessmadeinwri?ngandreceivedbySage Analy?cs,within30daysfromthedateofreceiptofsuchgoodstowhichsuchclaims
relates.Uponreceiptofsuchclaim,SageAnaly?csshallbegivenareasonable
opportunitytoinspectsuchgoods.NogoodsshallbereturnedtoSageAnaly?cs,
withoutwri[enauthoriza?onbySageAnaly?cs.
Returnedgoodsshallbesubjecttoa20%restockingcharge,F.O.B.des?na?onand
prepaid.Noclaimofanykind,whetherastogoodsdeliveredorfornon-deliveryof
goodsshallbegreaterinamountthanthepurchasepriceofthegoodsinrespectof
whichsuchdamagesareclaimed.
IfyourSageAnaly?csproducthasamanufacturingdefect,pleasefollowthese
instruc?onstobeginthewarrantyprocess:
1. First,refertotheon-linetroubleshoo?ngguidetoseeifyourproblemcanbefixed
immediately.
2. Callourtechnicalhotlineat855-882-4750orsendane-mailto:
support@sageanaly?cs.comtoreviewyourissuewithourtrainedtechnicalstaff.This isfreeserviceforbothS3subscribersandnon-subscribers.
3. Sagewilldiagnosetheunitwithin72hoursofreceivingno?fica?onofaproblem.Our
technicalstaffmaybeabletorepairthedeviceremotely,whichmayrequiresome
addi?onalstepsforaccess.Iftheunitrequiresbeingsentback,Sagewillissueyoua
ReturnMerchandizeAuthoriza?onnumber(RMA#)alongwiththeappropriate
shippinginstruc?ons.
4. PleasecompletetheWarrantyReturnForminitsen?rety.Yourcontactinforma?on
isessen?alandwillneedtobeincludedinsidethebox.Proofofpurchasefor
warrantyclaimsisrequired.Keepacopyforyourownrecords.
5. IfyouhaveinvestedintheScience,Service&SupportSubscrip?on(seebelowfor
details),alldiagnos?cfeesassociatedwiththerepairwillbecovered.Youwills?llbe
responsibleforthecostsoftheactualrepairand/orreplacementpartsifyourproduct
isoutofwarranty.IfyouhavenotsubscribedtotheS3Planand/orproductisoutof
warranty,andthereisdamageduetonormalwearandtear,improperuse,or
accidents,wewillbeabletoprovideyouanes?matefortherepairs.Ifyouwouldlike
tojointheS3Planatthis?me,youhavetheabilityto“trueup”.Seebelowforfurther
details.
Science,Service&SupportSubscrip5on(S3Plan)
• Thisisanannualsubscrip?onfeeof$1,195,whichischargedonthedateofpurchaseandfor
eachsubsequentyearontheanniversarypurchasedate.Thecustomermusthaveaccessto
internetconnec?vityinorderforSageAnaly?cstoprovideremotesoHwareupdatesunder
thisserviceplan.Anetworkcableandrouter/modemwillbemandatoryforallsoHware
updates.
• TheS3planincludesunlimitedsoHwareupdates,soHwarereleasesandaccesstonewdata
modelsand/ordatamodelenhancementsatnoaddi?onalcharge.
• TheS3plandoesNOTcovernormalwearandtearand/orhardwarethatisinoroutof
warranty.
• Includesunlimitedcustomersupportcallsduringnormalbusinessworkinghours.(M-F,
9am-5pmMST)
• Diagnos?cfeeof$125perhour(witha2hourminimumcharge)iswaivedifsubscrip?onis
current.
• Onereplacementlampatnoaddi?onalcharge.
• Shipping&Handlingfees(appliestogroundserviceonly)areincludedforallrepairsthatfall
underwarranty(whichdoesn’tcovermisuseordestruc?on).
WhatifIdon’thavetheS3Plan?
• SoHwareupdates&datamodelswillbeatanaddi?onalchargetothecustomer(costswill
varydependingontheupdateanddatamodel).
• Telephonediagnosiswillbefreeofcharge,butiftheproducthastobesentbackforfurther
diagnosisandevalua?on,adiagnos?cfeeof$125perhour(with2hourminimumcharge)will apply.
CanIjointheS3planatalaterdate?
• Ifyoustoppedyoursubscrip?onorwanttobecomecurrentand“trueup”,youwillbecharged
forhowevermanymonthstobringyouuptocurrentsoHwarestatus,withaminimumcharge
of$1,195.
Pleasecontactyoursalesrepresenta?veore-mailusatinfo@sageanaly?cs.comifyou
haveanyques?onsaboutthisdocument.
www.sageanalytics.com