產品保固和服務政策 | QSAN 廣盛科技

Standard warranty rules apply to QSAN products:

3 years for 2U and above rack-mounted models

2 years for tower models and 1U rack-mounted models

Extra warranty period might be provided by QSAN’s worldwide dealers/distributors. Please contact your dealer / distributor for the local warranty period. Extended warranty may be offered with extra payment in some countries.

QSAN warrants to customer that each product will be free of material defects in workmanship. And each product will perform substantially in accordance with QSAN’s published product specifications accordingly during the warranty period. If a product does not operate as warranted during the applicable warranty period, QSAN shall, at its option and expense (except for shipping cost), repair the defective product or part, deliver to the customer an equivalent product or part to replace the defective item. All products that are replaced will become the property of QSAN. Replacement products may be new or refurbished.

Warranty will be void, if..

the term of warranty has expired.

the QSAN label or barcode sticker has been altered or obscured orremoved from them.

the products have been installed or used in a manner not specified or described in the product specification.

the products have been disassembled, repaired, modified or altered by any unauthorized service center or personnel.

the products have been mishandled, misused, willfully damaged, neglected, modified, changed, or defaced in any way.

the customer fails to apply any correction, modification, enhancement, improvement or other update made available to customer by QSAN.

the defect was subject to Force Majeure, such as act of God, flood, lighting, earthquake, war, vandalism, theft, brownouts or sags. (damage due to low voltage disturbances)

Repair Service

Warranty and out-of-warranty service should be obtained by contacting the system integrator/dealer/retailer or distributor where the customer purchased the product from. When requesting for service, the proof of purchase and the product serial number must be provided. The return of the defective product should be strictly through the original route of purchase, and the customers shall pack the product appropriately to prevent the returned product from suffering in the transportation. All received packages will be opened under camera for recording the status upon arriving QSAN, in case any damage caused by the courier or improper package. Do not allow any unauthorized service center or personnel to repair or modify the product. If the original channel is no longer in business or unavailable, the customer may contact QSAN Technical Support Department for international RMA services. In this case, the customer will be charged for handling fee, US $80, and all fees incurred, including two ways freight, duties, taxes and brokerage fee. It is customer’s sole responsibility to back up his/ her data. Before allowing any service from QSAN or its service provider, including remote login check and repairing service, the customer must back up the data and remove any of the customer’s confidential, proprietary or personal information. Neither QSAN nor its service provider will be liable for any damage, loss and exposure of confidential or private information or data contained in any product, hardware, software or media.

Bring Enterprise Service to SMB businesses

At QSAN we have always strived to bring our customers the highest levels of support and service at an affordable price. Modern businesses can no longer tolerate down time, 24/7 operation is the norm. So as part of our global strategy, we have built our systems to the highest possible standards, but piece of mind in the rare event of any issues is important. So we have carefully crafted our service levels to match business needs in a simple and affordable way. These support packages are designed to enhance the free warranty that come with all QSAN devices. Every business is different, so we wanted to have tailored packages that match the service levels for anyone from a small business up to enterprise customers with multi-site and international locations. For details on the support packages in your area, please see the table below, or feel free to contact us to find out more.

Availability & Locations

Currently these support services are only available in the EU for all QSAN product lines. Any country outside of the regions outlined below are unable to be covered by the current level of service. However, for those outside the EU we may be able to tailor a package for you, so please contact your QSAN representative to find out more.
For logistical reasons, some remote EU areas may be limited to certain SLA’s, for any questions please contact our QSAN sales team who will be happy to go through this in detail.

Service Offerings

Exclusive support services are classified into the following four levels.

Service Offerings	Level 1 ADV REP	Level 2 NBD	Level 3 5 x 9 x 4	Level 4 7 x 24 x 4
Next business day parts replacement				please contact us for projects with this SLA request
Next business day onsite intervention				please contact us for projects with this SLA request
9 hours a day from Monday to Friday, 4 hours onsite intervention				please contact us for projects with this SLA request
24 hours a day, 7 days a week, 7 hours onsite intervention				please contact us for projects with this SLA request
24 x 7 Telephone support				please contact us for projects with this SLA request
Unlimited web, Skype, email support				please contact us for projects with this SLA request
Access to online technical knowledge database				please contact us for projects with this SLA request
Remote console diagnostics				please contact us for projects with this SLA request

Region Restrictions

Different countries in Europe may have different support services provided. The following table shows the conditions and restrictions.

Service Offerings	Level 3 5 x 9 x 4	Level 4 7 x 24 x 4
Maintenance Locations		please contact us for projects with this SLA request
UK & Ireland		please contact us for projects with this SLA request
France		please contact us for projects with this SLA request
Belgium, Netherlands, Luxemburg		please contact us for projects with this SLA request
Italy, Spain		please contact us for projects with this SLA request
Portugal		please contact us for projects with this SLA request
Poland**		please contact us for projects with this SLA request
Denmark		please contact us for projects with this SLA request
Sweden***		please contact us for projects with this SLA request
Norway, Finland****		please contact us for projects with this SLA request
Eastern European Countries (EU-countries)		please contact us for projects with this SLA request
USA - all states (major cities)	please contact us for projects with this SLA request	please contact us for projects with this SLA request

* Customs procedures might be involved for the Advanced Replacement services in Switzerland, which might extend the replacement process. {0} ** 5x9x4h onsite intervention in Poland restricted to 100km radius from: Katowice, Wroclaw, Warszawa, Poznan. {1} *** Advanced replacement in Sweden might be restricted to the areas of DHL delivery. NBD on-site support restricted to 100km radius from: Stockholm, Gothenburg, Malmö. {2} **** Customs procedures might be involved for the Advanced Replacement services in Norway & Finland, which might extend the replacement process. {3} ***** Czech Republic NBD onsite service level is restricted to Prague area . Please contact us for any other regions.

Software Support Policy

The events and a timeline related to the Software Support Policy are illustrated below.

General Availability (GA):

The date QSAN launches storage devices for purchase and delivery to customers worldwide. This date also marks the beginning of our software support phase. During this phase, QSAN will provide software feature improvements, software maintenance updates, bug fixes, and security patches.

End of Life (EOL):

The date QSAN stopped serving the storage system. It will no longer be possible to get quotes or order. This marks the beginning of the maintenance support phase. During the maintenance support phase, software maintenance releases, bug fixes, and security patches will be provided.

End of Software Support (EOSS):

After the maintenance support period ends, QSAN will no longer provide support including software maintenance, bug fixes and critical security patches.

If you have questions or are interested in this exclusive service, please{0}contact us{1}.

Contact Sales

[email protected]

Corporate HQ: 4F., No.103, RuiHu Street, NeiHu District, Taipei, Taiwan 11494

Phone: +886-2-7720-2118