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FaxPress Support Agreement
FaxPress Support Agreement
Subject to Castelle's Terms and Conditions, upon Castelle's receipt of a completed Web-based Product Registra-
tion Form for the FaxPress Product ("Product"), Castelle will provide you ("Customer") with the following sup-
port services for the Product at no charge ("Standard Support"):
Standard Support includes the following:
Hardware Warranty
A defective Product will be repaired and returned to you at no cost, including labor, parts and one way shipping
within one year from original date of registration. Under the warranty terms, you must contact Castelle's Techni
-
cal Support for a diagnosis before returning it for repair. A Pay Per Incidence (“PPI”) may apply. Technical Sup-
port can be reached by phone at (408) 852-8080. Average repair time is between 7 and 10 working days. You are
responsible for one-way shipping charge.
Software Support
Castelle offers, at no additional cost, new software releases within 60 days of the original equipment registration
date. You can download minor software updates from the Castelle Web site.
Technical Support
Technical support is offered free of charge for sixty (60) days from the original registration date, via telephone,
fax and email Monday to Friday, 6am to 5PM (PST), excluding Castelle holidays.
Castelle's Customer Services Web Site
Castelle's Customer Services Web site offers 24/7 and unlimited free access to useful product-specific technical
information. We encourage you to make use of this valuable and comprehensive resource first, before phoning
for technical support. The Web site can be accessed at http://www.castelle.com/support/.
The following additional options are available for a fee for support of Castelle Products:
1. Extended Support Services
You must purchase an Extended Support Agreement in order to receive the benefits listed below. The dura-
tion of the Extended Support is twelve (12) months from the date of purchase of the agreement. Extended
Support is available to you at the time of original equipment purchase or anytime thereafter. Please contact
Castelle's Sales Department
at 1-800-289-755
5 or email us
at
[email protected] for a quote. The benefit
s
provided by Extended Support are:
Hardware Warrenty
A functionally equivalent replacement of the Product will be sent to you within one business day, free of
charge, after a Castelle technician has diagnosed that a replacement unit is needed. Castelle will make com
-
mercially reasonable efforts to meet this goal. A purchase order or credit card is needed as collateral to cover
the cost of the Advance Swap. You are responsible for one-way shipping charge. This benefit does not apply
to obsolete Castelle products.
(31 pages)
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