Warranty Agreement
1. WHAT IS COVERED
Alertus warrants that product(s) manufactured or services rendered by Alertus will be free from defects in material or workmanship during the standard warranty period for the product as set forth in the executed Sales agreement (“quote” or “purchase order (PO)”). If notified of the defect within the covered warranty period, Alertus will, at its option, repair or replace the defective product or service.
Upon delivery, please inspect your products for any damage; if any damage is noticeable, do not accept the delivery from the carrier and file a claim with the shipping carrier. If you see any issues beyond receipt of delivery, please see below for starting a return merchandise authorization (RMA) process.
This Limited Warranty is in lieu of and excludes all other warranties, expressed or implied, and in no event shall Alertus be liable for any anticipated profits, consequential damages, loss of time, or other losses incurred by the buyer in connection with the purchase, operation, maintenance, installation, removal or use of the product. The maximum liability of Alertus under this warranty is limited to the purchase price of the specific Product covered by the warranty.
Disclaimer: Except for the Limited Warranty provided herein, the product is provided “as-is” without any warranty of any kind whatsoever including, without limitation, any WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.
Within this Limited Warranty obligation, we furnish parts and/or the replacement necessary to repair operational, electrical, or mechanical breakdowns of the Product(s), provided such service is necessitated by the Product failure during normal usage under the warranty period. The Product(s) specified and covered includes only equipment as originally configured. Coverage also applies to the parts and accessories necessary of the covered Product(s) functionality supplied by Alertus but does not extend to include any parts or accessories the customer has augmented themselves. Prior authorization is required by Alertus to determine the validity of the claim.
1.1 Limitations of Coverage
This Warranty Does Not Cover:
1.1.1 Defects caused by acts of God, animals, or insects.
1.1.2 Defects caused by misuse, mishandling, abuse, neglect, willful physical damage, vandalism, or placement in contraindicated conditions or environments.
1.1.3 Defects caused by unauthorized maintenance attempts by the customer or third parties without prior approval from Alertus.
1.1.4 Defects caused by the customer’s other equipment or utility failures connected to Alertus’ devices.
1.1.5 Labor services.
1.1.6 Consumable items, defined as any part that is considered consumable by the manufacturer or any item that is designed to be consumed (wear out) during the life of the Product(s), regardless if it is consumer replaceable or not. Consumable items include, but are not limited to, batteries of any kind and lightbulbs.
1.1.7 Damage incurred from the shipment of product(s) or from the customer unpacking the products.
1.1.8 Any and all cases in which the product or components are by a 3rd party manufacturer, which does not cover the defect under its warranty (see quote Warranty clause (b)).
1.1.9 Cosmetic defects, damages, or failures of non-operational components that do not inhibit the proper operation and performance of the covered items.
1.1.10 Damages caused by delays in rendering service or loss of use during the period that the product(s) is out of service.
1.1.11 Refurbished product(s) or parts.
1.1.12 Loss or damage as a result of a violation of existing federal, state, municipal, or building codes.
1.1.13 Loss or damage caused by acts of war, military aggression, or terrorism.
1.2 Additionally Limited Coverage
Alertus Software is an "AS IS" Warranty. See the full End-User License Agreement in the Alertus Legal Center for full details: https://www.alertus.com/eula.
1.3 Extended Warranty
If an extended warranty was purchased in conjunction with the product(s) to cover beyond the standard warranty, the same processes and conditions apply through the extended period of time.
1.4 Transfer of Warranty Coverage
This warranty only applies to the original intended end-user. If you purchased your products through an authorized Alertus Reseller, you are the original intended end-user.
1.5 Early Termination of Warranty
If any payment is not made when due, Alertus has the right to void the warranty of its product(s) or delay the authorization of the RMA process for repair or replacement at its sole discretion without liability.
2. TO OBTAIN RMA SERVICE - UNDER WARRANTY
If RMA service is needed, the Buyer must obtain authorization from Alertus prior to returning product(s) to Alertus. Product(s) returned to Alertus without authorization will not be accepted. Please submit a Support Ticket or call Technical Support at (202) ALERTUS, Option 2 to explain the problem.
2.1 Product Repair Parts
If the product(s) or component requires repair, we may, at our option and discretion, repair or exchange it with a comparable product or component that is new or refurbished.
2.2 HPSA Additional Requirements for Service
The customer is required to identify a resource within your organization to train on troubleshooting and operating the system as the organization’s point person for the high power speaker array. The options for training are remote screen-share sessions or live in-person training (cost not included). Please contact your Account Manager for an in-person training quote.
Once the Alertus HPSA system is fully tested and deployed, the responsibility of maintaining the system is assumed by the purchasing entity. If an issue with the system is discovered by the customer, follow the standard process for RMA service. Alertus will facilitate a troubleshooting call between the customer’s designated point of contact for troubleshooting the HPSA and an Alertus technician. Once the root of the issue is identified and authorization is granted for the RMA process, there are two options to replace the defective part: (1) Have an Alertus Technician perform the labor of switching the parts (Professional Services and Travel costs are associated with this option) or (2) Alertus will immediately ship out the replacement part covered under warranty with a return label for the defective part and walk the organization’s designated HPSA point of contact through swapping out the defective part via a screen share.
3. TO OBTAIN RMA SERVICE - OUT OF WARRANTY
If the customer’s product(s) are not working as expected, the customer, whether under warranty or not, should contact the Technical Support team by either submitting a Support Ticket or calling (202) ALERTUS, Option 2 to determine the issue. Should the product need to be repaired, parts replaced, or the entire product(s) replaced, the customer may, at its option, purchase the required service through their Alertus dedicated Sales & Account Manager. Please contact your dedicated Sales & Account Manager or call the mainline (202) ALERTUS, option 1.
3.1 Repair
Repair service after the expiration of the warranty for product(s) is available from Alertus. Product(s) returned to Alertus must be shipped through the RMA process, regardless if the product(s) is out of warranty. Alertus will repair the product(s) on a time and materials basis. Product(s) returned to Alertus must be sent shipment prepaid, and Buyer must obtain authorization prior to returning product. Buyer agrees to pay for the return cost of shipping repaired product(s) to Buyer.
3.2 Replacement Parts
In the event that the product(s) is no longer under warranty, the same procedures should be followed if replacement parts are determined necessary. The cost of replacement parts no longer under warranty will be in addition to any other applicable costs.
If the customer plans to order their own replacement parts not directly from Alertus and repair their products, Alertus recommends only genuine factory parts be used and that the customer contact Alertus for part numbers. Alertus also recommends that the customer contact the Technical Support team to determine that the replacement part installation was a success, prior to putting the product(s) back into full service.
The customer understands that they are liable for any harm caused by the products should they not function properly due to using non-recommended parts and/or conducting their own repairs.
3.3 HPSA - Recommended Spare Parts
Alertus Technologies highly recommends purchasing the following spare parts for their Alertus HPSA solution, so that in the rare event of a hardware failure, the amount of downtime the system experiences is limited to immediate troubleshooting and the labor of switching out the defective part. This will avoid delays from transit time shipping parts from Alertus Technologies.
Audio Driver
Charger
Controller
Amplifier
4. PRODUCT RECALLS
In the event that there are any product recalls, the customers will receive a direct email notification. They will also be able to log into the Alertus Knowledgebase where this information would be posted for further details or in the event they miss any communications.