Support
DDP warranty terms are part of the Delivery Conditions PDF which can be found in Our Company on this website. DDP support terms are described below and are for DDPs, which have a support contract in place. When the support terms contradict the warranty terms in the Delivery Conditions the support terms supersedes the warranty terms.
1. Limited Support
For support a remote connection between the DDP and the main office of Ardis Technologies is mandatory. The best option to establish a remote connection is to setup a so called service connection. That way the operator decides when she/he wants a remote connection. During the connection a secure shell tunnel is set up via port 22 outgoing and connects to a fixed modem address at Ardis Technologies. How to setup a service connection is explained in the DDP User Guide. If the customer believes that is not safe enough the customer and Ardis Technologies will cooperate with the customer to setup up a remote connection, which is approved by the customer.
1.1. Hardware Support
When under Hardware Support Ardis Technologies warrants this product against defects in material and workmanship during the support period. Ardis Technologies, at no charge and at its option, will repair or replace any part of this product, which proves defective by reason of improper workmanship or materials. Repair parts or replacement products will be provided on an exchange basis and will be either new or refurbished to be functionally equivalent to new. Products or parts replaced under this provision shall become the property of Ardis Technologies. Shipment costs from Ardis Technologies to the destination address is for Ardis Technologies. Shipment costs of parts to be replaced to Ardis Technologies are for the sender. Parts should be properly packed before shipment. Based on the advance replacement program a replacement part will be forwarded when a proper fault description is presented. After replacing the faulty part the faulty part must be returned within 25 days using the proper RMA number. If the faulty part is not returned within 25 days the part will be invoiced.
1.2. DDP Software Support
When under Software Support Ardis Technologies warrants this product against defects in DDP or AVFS software during the support period. Ardis Technologies, at no charge and its option, will repair a software defect after remotely diagnosing the software and software related issues for the defect. The customer agrees to allow updating the DDP or AVFS to the latest version when Ardis Technologies finds that that is necessary for diagnosing or solving the problem. Also support is valid as long as the customer’s computers supports the latest drivers specified. A remote connection is mandatory for warranty and support and should be tested upon installation. In addition the customer may decide to communicate with Ardis Technologies by phone (0031-26-3622337) and/or Email. Also software updates involving bug fixes and most software improvements are free of charge. Software Support is provided during normal business hours.
1.3. Desktop Drivers Installation Support
Drivers can be downloaded and installed at all times. Installing and upgrading drivers on desktops is the responsibility of the customer or company acting on behalf of the customer. The manuals how to install drivers should be followed accurately. When a service request is received regarding such installation Ardis Technologies will advise on a case by case basis. The advice can be: please read the manual carefully up to asking for a remote session and anything in between.
2. Exclusions
Support does not cover any damage to this product, which results from accident, abuse, misuse, natural or personal disaster, or any unauthorized dis-assembly, repair or modification. Ardis Technologies shall not be liable for any incidental or consequential damages, including but not limited to loss of profits and loss of data. Ardis Technologies shall not be liable for any incidental or consequential damages, including but not limited to loss of profits, loss of data, other loss, damage or expense directly or indirectly arising from the customer’s misuse of or inability to use the product, either separately or in combination with other equipment, regardless of whether Ardis Technologies has been advised of the possibility of such damages. DDP and AVFS software uses Debian 10 or a similar Linux version as operating system. Any security issues arising from that is not covered by DDP or AVFS support contracts. Ardis Technologies is not liable for and does not cover under support any costs associated with servicing and/or the installation of Ardis Technologies products. This support sets for the entire liability and obligations of Ardis Technologies with respect to breach of support and the support set forth or limited herein is the sole support and are in lieu of all other support contracts, expressed or implied, including support or fitness for particular purpose and merchantability.
3. Law Provisions
This support gives you specific legal rights and you may have other rights, which vary from state to state. Some states or countries do not allow the exclusion of incidental or consequential damages or allow limitation of implied support or their duration, so that the above exclusions or limitations may not apply.
4. Ardis Technologies Technical Support and Services
To obtain support during the support period call Ardis Technologies at 0031-26-3622337 during business hours or email us as soon as you have identified a problem with your DDP unit. You will be issued a return material authorization (RMA) number. We will do a best effort to ship the replacement the same day. A good description of the fault is mandatory. The advance replacement part will be shipped to you at the address of your choosing. Upon receipt of the advanced replacement, we ask that you immediately ship the defective part to Ardis Technologies, Snelliusweg 40-24, 6827 DH Arnhem, The Netherlands. If Ardis Technologies did not receive the defective part from you within twenty-five (25) days of the date of shipment of the advance replacement you will be charged for the advance replacement. In the case of an advance replacement please use the original packing material contents of the box when exchanging a product. Label the package with the RMA return number so that proper identification is possible.
5. Software Updates
DDP software updates can be done by Ardis Technologies, but only via a remote connection. Mac, Windows and Linux Desktop iSCSI/AVFS Driver versions are send by EMail or delivered on CD or can be downloaded.
6. Support Extension for years 3, 4 and 5
Extended support is only available for DDPs, which currently are under support. Hardware and Software support can be combined or purchased separately per year. The price for each depends on the DDP version. The warranty year starts at the moment the warranty invoice for that year has been invoiced or paid.
By entering into a Software Support Contract the customer agrees to update the DDP to the latest version for the support contract to remain valid. Also by entering the Software Support Contract the customer agrees to install and keep the latest iSCSI and AVFS drivers on their desktops.
7. Support Extension beyond year 5
Please consult your dealer or Ardis Technologies directly. This can only be agreed upon per year at the end of the fifth year and so on. Ardis Technologies will then check if such contract is possible.
8. Sales and Ordering information
For more sales information go to Contact.
9. Feedback on these items
Your feedback is welcome. If anything here is unclear please let us know, go to Contact.
