Specifications

Version 1.1 rev Jan 2013
Page 107
iXon Ultra
Appendix
D - HARDWARE AND SOFTWARE WARRANTY SERVICE
D.1 - SERVICE DESCRIPTION
D.1.1 The Andor Repair service provides a repair and return service for defective products supplied by Andor under a
supply contract. Using this service, the original ,defective part sent in by the Customer will be, where possible,
returned after repair or will be replaced. Any warranty obligation contained in an Andor supply contract will be
carried out in accordance with this Repair Service.
D.1.2 In order to be eligible for warranty repair or replacement, the equipment must be suffering a defect which meets
the criteria set out in the supply contract and must be within its specied warranty period. Services such as
upgrades to Hardware and Software are excluded from the scope of this service description and should be
ordered separately.
D.2 - Access to Service
D.2.1 A Customer who has purchased their product via a reseller or third party and who believes they have a warranty
defect should in the rst instance contact a representative of their seller’s product support team. Customers who
have bought products directly from Andor can access the Service Desk at www.andor.com/contact_us/support_
request
D.2.2 The Customer should indicate that they are pursuing a warranty claim and specify the equipment type and the
contract under which it was supplied. The Service Desk representative will then work with the Customer to
establish the nature of the defect and to determine whether the reported defect is one which meets the criteria
under the supply contract for warranty remediation. This process will comprise question and answer between
Service Desk and Customer and the Service Desk operative may, at their sole discretion, ask the Customer to
perform some basic diagnostic actions in relation to the problem item.