Support

VTrak for Mac x30 Series Warranty Policy

Thank you for choosing Promise Technology. The following information is a summary of the product warranty and support options available to you. The full, actual warranty is stated in the "Warranty" Section of the VTrak Product Manual. Please review that Section for a complete understanding of the available warranty. This information is only applicable to purchasers of the Promise VTrak product purchased through Apple, Inc. sales channels.
 

Limited Warranty

Promise Technology, Inc. ("Promise") provides a three (3) year warranty from the date of delivery to the original end user as follows:

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

This warranty:

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


Please read the Warranty section of the VTrak Product Manual for further details and limitations.

 

Technical Support

Promise offers 24/7 Phone Support for VTrak in English only: 1.800.888.0245 or 1.408.228.1500

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

 

Promise ServicePlus (PSP) Onsite Replacement Next Business Day (NBD) Service

Included with your VTrak for Mac X30 Series purchase is PSP NBD* Promise ServicePlus onsite replacement service next business day, and is valid during the original warranty period. Upon confirmation of hardware failure, Promise will dispatch a trained qualified technician to replace and return the failed part to and from your location. Options to upgrade the existing NBD service level to same day 4 hour service contracts are available. The 4 hour uplift service is a true necessity for those with mission critical environments. Contact Promise Sales for details. Please check our PSP service centers for availability and service level upgrades in your area.

 

Limitations

If outside of the PSP coverage area, Promise standard advance replacement will apply. Click here for details (scroll to Warranty Advance Replacement Section to view details).
Promise ServicePlus is applicable on your Vtrak for up to three (3) year from the date of delivery of your VTrak.
Promise Extended Warranty applies to standard advance replacement method, and does not include the PSP service. Promise ServicePlus service must be purchased with the Extended Warranty if you wish to continue onsite replacement.
Other limitations apply. Please refer to the Product Manual for full warranty disclosure.
* applies only to purchasers of the Promise VTrak product through Apple, Inc. sales channels.
Additional Service Plus Contract customers click here

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