PROMISE Technology Inc. provides a 3 year warranty for most Promise products. Please see the product manual for actual warranty coverage. Invoice, showing the date of purchase may be required when submitting the RMA.

PROMISE Technology, Inc. (“PROMISE”) warrants that this product, from the time of the delivery of the product to the original end user:

• all components, except the cache backup battery, for a period of three (3) years;
• the cache backup battery, for a period of one (1) year;
• will conform to PROMISE’s specifications;
• will be free from defects in material and workmanship under normal use and service.

This warranty:

• applies only to products which are new and in cartons on the date of purchase;
• is not transferable;
• is valid only when accompanied by a copy of the original purchase invoice.
• is not valid on spare parts.
   

This warranty shall not apply to defects resulting from:

• a) improper or inadequate maintenance, or unauthorized modification(s), performed by the end user;
• b) operation outside the environmental specifications for the product;
• c) accident, misuse, negligence, misapplication, abuse, natural or personal disaster, or maintenance by anyone other than a PROMISE or a PROMISE-authorized service center.

Models in This Warranty

Techincal Support

Promise offers local Phone Support for Vess Series during normal business hours :
For telephone support and business hours click here
Web support: https://support.promise.com

Please be sure to register your product at   PROMISE eSupport, You may refer to our best practices guide.
The information below is required for troubleshooting. Please register this information or have it readily available at the time of your support call

• TLA number—Located on the outside of the box or on label underneath the Vess device
• Serial number—Located on label toward rear of Vess chassis
• Service Report, if accessible. Please refer PROMISE knowledge base for instruction to acquire Service Report.

Your Responsibilities

You are responsible for determining whether the product is appropriate for your use and will interface with your equipment without malfunction or damage. You are also responsible for backing up your data before installing any product and for regularly backing up your data after installing the product. PROMISE is not liable for any damage to equipment or data loss resulting from the use of any product.

Disclaimer of other warranties

This warranty covers only parts and labor, and excludes coverage on software items as expressly set above.

Except as expressly set forth above, PROMISE disclaims any warranties, expressed or implied, by statute or otherwise, regarding the product, including, without limitation, any warranties for fitness for any purpose, quality, merchantability, non-infringement, or otherwise. PROMISE makes no warranty or representation concerning the suitability of any product for use with any other item. You assume full responsibility for selecting products and for ensuring that the products selected are compatible and appropriate for use with other goods with which they will be used.

PROMISE does not warrant that any product is free from errors or that it will interface without problems with your computer system. It is your responsibility to back up or otherwise save important data before installing any product and continue to back up your important data regularly.

No other document, statement or representation may be relied on to vary the terms of this limited warranty.
PROMISE’s sole responsibility with respect to any product is to do one of the following:

• replace the product with a conforming unit of the same or superior product
• repair the product.

PROMISE shall not be liable for the cost of procuring substitute goods, services, lost profits, unrealized savings, equipment damage, costs of recovering, reprogramming, or reproducing of programs or data stored in or used with the products, or for any other general, special, consequential, indirect, incidental, or punitive damages, whether in contract, tort, or otherwise, notwithstanding the ilure of the essential purpose of the foregoing remedy and regardless of whether PROMISE has been advised of the possibility of such damages. PROMISE is not an insurer. If you desire insurance against such damage, you must obtain insurance from another party.
Some states do not allow the exclusion or limitation of incidental or consequential damages for consumer products, so the above limitation may not apply to you.
 

RMA Methods

Promise standard warranty will provide “Return and Replace” RMA. “Cross Ship” option is available for many regions. Please submit your RMA request at https://support.promise.com or contact Promise Support team for information. 

1. Cross Ship

For this method, Credit card information is required for security purposes. The replacement item is first sent to you (customer). Thirty (30) days, from the day of shipment, are allotted for returning the defective unit. If the defective part is not returned within the allotted 30days, your credit card will be charged the MSRP of the replacement part(s) shipped.

2. Return and Replace

Credit card information is not needed for this method. Once your request for an RMA is approved, an RMA number will be emailed to you along with specific shipping instructions. The replacement item will be sent to you (customer) after we receive the defective unit.  

Product(s) must be returned in its original packaging (inner and outer box). If you do not have the original packaging contents please contact Promise Technical Support. All RMA are shipped standard ground to your location.