WARRANTY & SUPPORT

1.  Limited Warranty

For warranty and any form of 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 Warranty

Ardis Technologies warrants this product against defects in material and workmanship for a period of twenty-four (24) months from the date of original purchase. At its discretion and at no charge, Ardis Technologies will repair or replace any part of this product found to be defective due to improper workmanship or materials. Repair parts or replacement products will be provided on an exchange basis and may be either new or refurbished to a condition functionally equivalent to new. Any products or parts replaced under this warranty become the property of Ardis Technologies.
Shipment costs from Ardis Technologies to the destination address are covered by Ardis Technologies. Shipment costs for sending parts to be replaced back to Ardis Technologies are the responsibility of the sender. Parts must be properly packed before shipment.
Each delivery of a DDP8D unit or larger includes at least one spare hard disk. Spare disk remain the property of Ardis Technologies and are intended to prevent the need for express shipments. Under the advance replacement program, a replacement part will be sent once a valid fault description is provided. After receiving the replacement, the faulty part must be returned within 25 days using the appropriate RMA number. Failure to return the faulty part within this timeframe will result in invoicing for the replacement part.

If the system cannot be repaired onsite within a reasonable timeframe, it must be returned to Ardis Technologies for repair. For the time the DDP system spends in repair at Ardis Technologies, the warranty period will be extended accordingly.

1.2. DDP Software and Support Warranty

Ardis Technologies warrants this product against defects in software for a period of twenty-four (24) months from the date of the original purchase. Ardis Technologies, at no charge and its option, will repair a software defect and will remotely and repair diagnose software and software related issues. The customer agrees to allow updating the DDP to the latest version when Ardis Technologies finds that that is necessary for diagnosing or solving the problem. Also this warranty is valid as long as the customer’s computers supports the latest iSCSI and AVFS drivers for the customer’s computers. 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 +81 80 3273 6331 and/or email support@ddp.jp. Also software updates involving bug fixes and most software improvements are free of charge and are done remotely. Software and Support Warranty is provided during normal business hours.

1.3. Desktop Drivers Installation Support

DDP drivers can be downloaded and installed at all times. Installing and upgrading DDP drivers on desktops is the responsibility of the customer or a 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 advise can be: please read the manual carefully up to asking for a Teamviewer session and anything in between.

2. Exclusions

This warranty 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,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. Ardis Technologies is not liable for and does not cover under warranty, any costs associated with servicing and/or the installation of Ardis Technologies products. This warranty sets for the entire liability and obligations of Ardis Technologies with respect to breach of warranty and the warranties set forth or limited herein are the sole warranties and are in lieu of all other warranties, expressed or implied, including warranties or fitness for particular purpose and merchantability.

3. Law Provisions

This warranty 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 warranties or their duration, so that the above exclusions or limitations may not apply.

4. Ardis Technologies Technical Support and Services

To obtain warranty service during the warranty period call Ardis Technologies at +81 (0) 80 3273 6331 during business hours or email support@ddp.jp as soon as you have identified a problem with your DDP unit. You will be issued a return material authorization (RMA) number. You will receive a replacement after identifying the faulty component. A good description of the fault is mandatory. The advanced 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 twentyfive (25) days of the date of shipment of the advanced replacement you will be charged for the advanced replacement. In the case of an advanced 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 are done via a remote connection by Ardis Technologies. Mac, Windows and Linux Desktop iSCSI/A/V FS Driver versions are send by email or can be downloaded.

6. Warranty Extension for years 3, 4 and 5

Extended Warranty is only available for DDP’s with A/V FS, the Audio Video File System installed. When no A/V FS is used yet please ask for a quotation to upgrade Both warranty for hardware and for software and support each of these combined or separately can be extended 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 paid. Without cancellation two months before expiration date the Support Contract will be renewed automatically up to the fifth year. By entering into a Software Support Contract the customer agrees to allow updating the DDP to the latest version when Ardis Technologies finds that that is necessary for diagnosing or solving the problem. Also by entering the Software Support Contract the customer agrees that the Software Support Contract is valid as long as the customer’s desktop computers supports the latest iSCSI and AVFS drivers for these desktops.

7. Warranty 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. Service Without Hardware or Software Support Contract

Hardware support shall be given per event on a quotation basis. The hardware part will be send after an agreement or advance payment of the distributor, dealer or end user. Software Support via Email, Phone, VPN or Service Connection will be given on a per event basis by calculation quarters of an hour with roundup upwards based on an price of 240, Euro/hour. This support means that we will try to diagnose an issue and advise the customer what to do. When the advise is to update the software to the latest software versions on the DDP first a software support contract must be in place for the current year and years passed after warranty expiration date.

9. Sales and Ordering information

For sales information write us an email, go to Contact.

10. Feedback on these items

Your feedback is welcome. If anything here is unclear please contact us.