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Warranties to meet your needs

Advanced Clustering offers a wide variety of warranty packages to meet your needs. All systems comes standard with our 8x5 advance replacement warranty. Other options include 24x7, and onsite packages.


How to get support

Call us via our toll-free support line: 866-802-8222, option 2
International calls: 913-643-0300, option 2
Send us an email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Create a support ticket or RMA request via the web: http://www.advancedclustering.com/support/
Standard support hours: 8AM - 5PM central time, Monday through Friday, excluding US holidays
After hours support: If you have purchased a warranty with 24x7 support (Silver or Platinum) you can enable it on your ticket by entering your serial number on the link provided by the acknowledgement email you receive after submitting your ticket. Once your serial number has been verified, 24x7 support will be active for that ticket. Our on-call support staff will then be notified of your ticket and you should hear back via the ticket email, or phone number you provided within 1 hour.
Same day warranty cut-off time: The cut-off time for warranty calls is 2PM central time. After 2PM we will make our best effort to ship the part the same day.

 

All plans include the following terms and conditions:

  1. Support technicians will be available via email, telephone, or online chat Monday through Friday during regular business hours (8AM to 5PM central time) excluding holidays. 24 hour / 7 day a week support is available with some plans.
  2. Unlimited telephone and email technical support for the lifetime of the system. This includes questions regarding factory installed hardware and software.
  3. When available, Advanced Clustering Technologies' technicians have the ability to remotely log into your system to help diagnose and repair issues.
  4. Standard one year hardware warranty, with options to upgrade to 2-year or 3-year warranty for an additional cost.
  5. All systems built by Advanced Clustering are offered with a 30-day money back guarantee policy. This does not include shipping and handling charges. All refund items must be in original resell-able condition with all original packing, manuals, and software. All open packages are subject to a 15% restocking fee. All software sales are final.
  6. Warranty coverage starts on the day of shipment, regardless of when system is put into service.
  7. The customer should inspect all packages for damage and discrepancies upon receipt. Customer should report incorrect or missing items, shipping damages, or other discrepancies within 48 hours. Any claims after this will not be honored.
  8. No warranty services will be performed if you have outstanding unpaid past due invoices until the account has been brought current.
  9. If Advanced Clustering Technologies receives any part or system that has been damaged and at it's sole discretion is determined to be caused by improper packaging, the customer will be responsible for all damages.
  10. All warranties will be voided if any product is found to be abused, mishandled, modified, altered, or damaged by power surges, floods, brownouts, blackouts, or other natural disasters.
  11. If a replacement part is not available, Advanced Clustering Technologies reserves the right to replace the part or parts with similar products of equal or greater value and/or performance.
  12. No part will be accepted without a valid Advanced Clustering RMA number clearly written on the shipping box.

If you are located outside of the 48 contiguous United States:

  1. If you are outside of the 48 contiguous United States, due to higher shipping costs, and customs, we will only provide shipping from our location to yours. You will be responsible for all shipping back to Advanced Clustering.
  2. Advanced Clustering is not responsible for any custom's fees, duties, or taxes. If packages are refused due to unpaid fees, an invoice will be sent to you, to cover the costs of the shipment.

Standard Advance Replacement Warranty (8 x 5 coverage):

  1. Once an Advanced Clustering Technologies RMA number has been issued, a new or factory reconditioned component will be sent via a common carrier such as UPS or FedEx using ground shipping.
  2. If the RMA is issued before the cutoff time as designated above, Advanced Clustering will send the component the same day the RMA was issued. However, same day shipment can't be guaranteed based on the availability of components.
  3. Shipping via ground service, means the delivery will take between 1 - 5 business days, depending on shipping address and part availability. If you wish to upgrade the shipping method, please let the service representative know; additional charges will apply. It is recommended that you have a credit card ready if you want to upgrade the shipping.
  4. A return label will be included in the box with your replacement part, or a label may be issued to you via email. You have 30 days from the issuance of the RMA to return the defective part to Advanced Clustering Technologies. It is your responsibility to deliver the the defective part to the carrier's drop-box or pickup location, or to arrange for pickup with the carrier. If Advanced Clustering Technologies does not receive the defective part within 30 days after the issuance of the RMA, an invoice will be sent for the part's current market value.
  5. Advanced Clustering Technologies is not responsible for damage resulting from improper installation of replacement parts by you or your designee.
  6. Advanced Clustering has sole discretion to elect to have an entire system sent back to the factory for diagnoses or repair. If an Advanced Clustering Technologies technician issues a system repair RMA you will receive a label to return the system via a common carrier's (UPS or FedEx) ground shipping method. Our goal is to ship the repaired system back within 1 week. If you wish to expedite the repair, you have the option of upgrading the shipping method; additional charges will apply. It is recommended that you have a credit card ready if you want to upgrade the shipping. You will be responsible for packaging the system in it's original box, and arranging for pickup via the selected carrier. If you do not have the original shipping box, an additional box can be purchased from an Advanced Clustering Technologies' support representatives.

Silver Advance Replacement Warranty (24 x 7 coverage):

The Silver plan includes all features and benefits described above in the “Standard Advance Replacement Warranty”, with the following exceptions:

  1. Support during non-business hours can be enabled on your ticket by entering your serial number on the link provided by the acknowledgement email you receive after submitting your ticket request This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Once your serial number has been verified, 24x7 support will be active for that ticket. Our on-call support staff will then be notified of your ticket and you should hear back via the ticket email, or phone number you provided within 1 hour.
  2. All part shipments will be sent via overnight service.
  3. Following repair the system will be returned via overnight service.

Gold On-site Warranty (8 x 5, next business day coverage):

The Gold plan includes all features and benefits described above in the “Standard Advance Replacement Warranty,” with the following exceptions:

  1. On-site coverage available in most areas, please contact your sales representative to verify availability.
  2. If requested before the designated cutoff time (specified above) a technician will be dispatched to perform repair services at your location.
  3. On-site technicians will be available 8AM to 5PM based on the site's local time.
  4. You will be required to provide a 2 hour window of availability to meet with the technician and provide him/her access to the system. Advanced Clustering Technologies will do everything possible to work within your schedule.
  5. If the on-site technician arrives within the 2 hour window and you are not available, Advanced Clustering Technologies reserves the right to charge you up to $100 to cover the technician's loss of time.
  6. All parts shipments will be sent via overnight service.
  7. Following repair the system will be returned via overnight service.

Platinum On-Site Warranty (24 x 7, next business day coverage):

The Platinum plan includes all features and benefits described above in the “Standard Advance Replacement Warranty” and “Gold On-site warranty” plans, with the following exceptions:

  1. On-site coverage available in most areas, please contact your sales representative to verify availability.
  2. Support during non-business hours can be enabled on your ticket by entering your serial number on the link provided by the acknowledgement email you receive after submitting your ticket request This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Once your serial number has been verified, 24x7 support will be active for that ticket. Our on-call support staff will then be notified of your ticket and you should hear back via the ticket email, or phone number you provided within 1 hour.

Consequential Damages and Limitations

Advanced Clustering Technologies, Inc. shall not be liable for any failure to perform or delay in performing any of its obligations when such failure or delay is due to circumstances beyond its reasonable control including, without limitation, any act of God, war, strike, terrorism, riot, fire, flood, earthquake, lock-out, late or non-delivery by suppliers, shortage or unavailability of materials, components or transportation facilities, or act, refusal to act, regulation, order or intervention of any governmental authority. Under no circumstance shall Advanced Clustering Technologies be liable for any special, indirect, incidental or consequential damages of any kind or nature whatsoever, including, without limitation: lost goodwill, lost resale profits, loss of data or software, work stoppage or impairment of the goods and whether arising out of breach of any express or implied warranty, breach of contract, tort (including negligence), strict product liability or otherwise, even if advised of the possibility of such damage could have been reasonably foreseen, except or lye in case of personal injury where and to the extent applicable law requires such liability. The laws of the State of Missouri, in which Advanced Clustering Technologies is incorporated, shall govern the rights and obligations of the parties under this agreement.

 
Contact Info

Support by phone

Our technical support department is open 9AM to 5PM CST.  If you have a 24x7 support contract after hours support will be available through our automated system.  Please have your machine's serial number ready when calling.

Toll-free: 866-802-8222 - option 2

Support by email

You can send in support requests via our email trouble ticket system.  Email requests are answered during working hours, if you have an after hours support need, and have a 24x7 contract, please phone your request in.

Create a new support ticket