Streamvault support terms and conditions

Terms and conditions

Warranty on repairs and replacement parts

All Genetec products serviced by Genetec Inc. for repair and replacement parts are warranted against defects in workmanship and materials for 90 days or the remainder of the original warranty, whichever is longer. Additional charges may be applied if damage is a result of using the product in a way that it is not typically intended to be used.

For Streamvault™, all replaced equipment (or portions thereof) shall become the property of Genetec Inc. upon Customer receipt of the corresponding replacement, and the customer shall promptly return such replaced equipment (or portions thereof) upon Genetec Inc.’s request. If such replaced equipment is not returned within 30 days after receiving of the new parts, the customer will be obliged to pay to Genetec Inc. the value of the replacement part. This does not apply to the Keep Your Hard Drive service.

Exclusive warranty remedy

Warranty exclusions

Genetec return merchandise authorization terms and conditions

Return merchandise authorization

Before returning an item, the customer must obtain a return merchandise authorization (RMA) form from Genetec Inc. The RMA number must be clearly marked on the outside of each returned package and on the RMA form included with the package. The customer must ensure the return of the exact material, in the correct quantity, and with the exact serial numbers (if applicable) approved by Genetec Inc. and registered in the RMA form provided. Any unapproved, mislabeled, or excess inventory that is shipped to Genetec Inc. will be refused and returned to the shipper.

Packaging

The customer is responsible for adequate packaging of the goods returned. Any damage incurred during transport due to bad packaging will not be covered under the Genetec Hardware Warranty policy. The customer is responsible for any damage during transit. Failure to comply results in Genetec Inc. voiding the RMA and repair fees or the full replacement cost may be billed.

Freight

The customer is responsible for all costs incurred to return the unit. Unless the RMA is voided, Genetec Inc. is responsible for all costs incurred to return the repaired goods or replacement units back to the customer.

If Genetec Inc. mistakenly shipped non-purchased products or products in excess to the customer, Genetec Inc. covers the costs to return the products by providing the customer with shipping labels and export documents, if required. Failing to do so results in an invoice sent to the customer for the goods.

Under some conditions, Genetec Inc. accepts the return of non-damaged items and issues a credit. To be eligible for a return for credit, the item must be unused and in the same condition as when it was received. It must also be in the original packaging. The item must be returned within 30 days of the date when the item was shipped to the customer or within the period allowed by the Genetec Inc. vendor, whichever is shortest.

For all returns for credit, Genetec Inc. issues a credit when the products have been received, inspected, and found in their original condition. The credit is issued for the original selling price minus the applicable restocking fee as per Schedule A. Genetec Inc. reserves the right to refuse any return for credit. Furthermore, Genetec Inc. reserves the right to modify the restocking fee under unusual circumstances, at the sole discretion of Genetec Inc.

Customized items sold under a non-cancellable, non-refundable (NCNR) policy are not eligible for a return for credit.

Damaged in shipment

The products must be inspected upon receipt. Any damage from shipping must be reported to Genetec Inc. within 14 days of receipt of the product. In case of failure to report damages within the 14 days after receipt, Genetec Inc. reserves the right to refuse a return for credit or replacement of the damaged products. For products damaged during shipment, email customerservice@genetec.com immediately. A description of the damages is required, with pictures if possible.

Responsibilities and expectations

Return instructions

1. Gather the following details before contacting Genetec Inc. for an RMA:
   • Name of the company (integrator) that placed the order.
   • Customer’s order number (purchase order number) for the unit requiring an RMA.
   • Valid contact information (name, email address, phone number) for future correspondence.
   • The part number of the unit requiring repair, replacement, or credit.
   • The serial number of the unit requiring an RMA, if applicable.
   • The system ID, if available.
   • Reason for return.
   • As many details on the hardware issue as possible, if applicable.
2. Contact Genetec Inc. to request an RMA.

Return and repair RMAs

1. Contact the Genetec Technical Assistance Center (GTAC) to advise us of the issue and request an RMA.

   For customers with Genetec Advantage coverage, live support is available during business hours over the phone and through our online chat services on the Genetec Technical Assistance Portal (GTAP). For customers without Advantage coverage, a case needs to be opened through GTAP. When creating the case, include RMA Request in the title so our team can easily identify these requests. To find the GTAC phone number and business hours in your region, refer to the Genetec Technical Assistance Center Contact us page.

2. Genetec Customer Service provides the customer with an RMA form.

   This form is required to send back the unit. The customer receives the form by email within 24 hours following GTAC contact and processing by Customer Service. This RMA form provides the customer with the complete return address for Genetec Inc. or the vendor, and the RMA number of Genetec Inc. or the vendor.

Return for credit RMAs

1. Contact Genetec Customer Service to advise us of the reason of the return. The request can be submitted by sending an email to customerservice@genetec.com, or by phone. To find the Customer Service phone number and business hours in your region, see the Contact Us page on the Genetec Inc. website.
2. Genetec Customer Service provides the customer with an RMA form.

   This form is required to send back the unit. The customer receives the form by email within 24 hours after the contact to Genetec Customer Service. This RMA form provides the customer with the complete return address and the RMA number of Genetec Inc. or the vendor.

3. Customer returns the unit to Genetec Inc. or to the vendor.
   1. The customer is responsible for all shipping charges involved in returning the product to Genetec Inc. or to the applicable vendor.
   2. The customer must print the RMA form (emailed by Genetec Inc. to the customer) and include it with the package, along with the unit, for Genetec Inc. or its vendors to identify the package.
   3. The RMA number must be visible on the exterior of the package. Genetec Inc. provides this number to the customer on the RMA form.
   4. The customer must ship only the products the RMA was requested for. Ship to the complete address that is provided on the RMA form.
   5. Genetec Inc. or the vendor must receive the returned unit within 30 days of issuing the RMA. After this 30-day period, any RMA for “Return for credit” or “Return and repair” services will be voided.
   6. For “advanced replacement” services, Genetec Inc. sends the replacement unit when the RMA is created, or when the part becomes available.
      Note: If the damaged unit is returned within 30 days of the RMA creation date, the units shipped to the customer as part of the “advanced replacement” warranty is invoiced to the customer immediately and is credited.
   7. Genetec Inc. requires a tracking number from the customer to be emailed to Customer Service.
4. Genetec Inc. receives and inspects returned items.
   1. The part number and serial number (if applicable) of the returned unit must correspond to the information the customer provided to Genetec Inc. upon creation of the RMA. If there are discrepancies, Genetec Customer Service contacts the customer. The RMA will not be processed until the customer has been contacted, as the warranty may vary based on the serial number and part number.
   2. Return for credit: If undamaged, the unit is processed as a “return for credit.” A credit is only applied when the unit has been received and inspected. If the packaging is damaged or modified in any way, Genetec Inc. has the right to refuse the credit. A restocking fee is charged for a “return for credit” according to Schedule A.
   3. Return for repair: If under warranty and the damage to the unit is not deemed to be the result of abuse or mishandling by the customer, Genetec Inc. or the vendor proceeds with the repair. The repaired unit is then sent back to the customer. In cases where repair is not possible, the product might be replaced with a fully functional product, either refurbished or new depending on availability. Repair times vary by product line, product type, quantity, and manufacturer. If not under warranty or if the RMA is voided, Genetec Inc. determines if the item is reparable. In such cases, the repair costs are applied according to Schedule A.
   4. Advanced replacement: If the returned unit is covered by an “advanced replacement” clause, and the damage to the unit is not deemed to be a result of abuse or mishandling by the customer, no fee is charged to the customer for the replacement unit provided by Genetec Inc.
5. Genetec Inc. processes the RMA and returns the unit if applicable.

   Genetec Inc. is responsible for all shipping charges and custom clearance (if applicable) to return the unit to the customer.

   The tracking number is communicated to the customer by email when the item is shipped.

Schedule A