User's Manual

ARCXTEND USER MANUAL – R1.4, ISSUE 4
Copyright 2005 Arcwave, Inc. 60
Emergency Onsite Support
If an emergency condition, such as a network outage, arises Arcwave will make every effort to
dispatch the appropriate technical support engineer as soon as reasonably possible and upon
terms agreed to with the customers. This normally means the customer has agreed to pay for
expedited travel and lodging expenses as well as normal emergency onsite support rates.
Software / Firmware Services
Updates
Arcwave will provide periodic software and firmware updates that enhance performance or fix
problems. Software and firmware updates are provided free-of-charge under warranty and with a
service agreement. Arcwave does not typically offer software and firmware updates outside of
warranty or a service agreement so it is strongly recommended that customer’s choose an annual
service agreement.
Upgrades
Arcwave will also offer periodic software and firmware upgrades that provide additional product
functionality. It is often the case that in order to implement the upgrade the customer’s network
must have software and firmware updated to the most current revision to operate properly.
Hardware Services
Warranty Repair and Return
If an item of Equipment malfunctions or fails in normal intended usage and maintenance within the
applicable Warranty Period:
(a) The Customer shall promptly notify Arcwave of the problem and the serial number of the
defective item;
(b) Arcwave shall, at its sole option, either resolve the problem over the telephone or provide the
Customer with a Returned Materials Authorization number (RMA #) and the address of the location
to which the Customer may ship the defective item;
(c) If the problem is not resolved over the telephone, the Customer shall attach a label to each
returned item describing the fault and the Customer's return address. The Customer shall, at its
cost, properly pack the item to be returned, prepay the insurance and shipping charges, and ship
the item to the specified location;
(d) If the Arcwave product shall prove to be defective in material or workmanship upon examination
by Arcwave, Arcwave shall either repair or replace the returned item at its sole option. The
replacement item may be new or refurbished; if refurbished, it shall be equivalent in operation to
new Equipment. Should a returned item be replaced by Arcwave, the Customer agrees that the
returned item shall become the property of Arcwave.