Silicon Mechanics Expert Included Support (Standard Warranty)
Silicon Mechanics warrants hardware products to be free from defects in materials and workmanship for a period of three (3) years from the date of invoice. Damages incurred in shipping the products from Silicon Mechanics to customer are included in this warranty provided those goods are shipped using the freight carrier accounts of Silicon Mechanics. This warranty is non-transferable, except as approved by Silicon Mechanics.
| Contact and Hours of Coverage | |
| Voice | 425-420-1245 |
| Toll-Free | 888-746-3241 |
| support@siliconmechanics.com | |
| Hours of Operation | 6:00 AM – 6:00 PM Pacific (UTC-8), M – F |
| Source Support | See Silicon Mechanics Expert OnCall (Extended Warranties) Section |
Return to Depot
Customer packages and sends entire product to the Silicon Mechanics repair facility. The product is repaired or replaced by Silicon Mechanics, then returned to customer's site.
Advance Component Replacement Policy
At the discretion of a Silicon Mechanics support representative, failed components will be advance exchanged to expedite the repair of the customer's product. Customers will be asked to secure the cost of the advance replaced part via an authorization hold on a valid Visa, MasterCard, or American Express credit card. The credit card will be charged for the cost of the part if the replaced part is not returned within 30 days. A 10% restocking fee will apply to all returned parts after 30 days, and no refund will be credited if the part is not returned within 60 days.
Exclusions
Silicon Mechanics does not warrant damage due to external causes including, but not limited to, accident, abuse, misuse, problems with electrical power, adverse environmental conditions, usage not in accordance with intended purpose of product, and failures caused by use of parts and components not supplied by Silicon Mechanics. Silicon Mechanics products are not warranted, implied or otherwise, as to their merchantability or fitness for a specific purpose.
External accessories and devices (including, but not limited to: monitors, keyboards, mice, tape drives, rack accessories, networking devices) are warranted only by the original manufacturer's policy.
Alteration or removal of the serial number voids this warranty. Adding or changing components without the concurrence of Silicon Mechanics technical support may void this warranty.
The responsibility of Silicon Mechanics for defects in materials and workmanship is limited to repair or replacement as set forth in the warranty. This warranty supersedes all other warranties, express or implied. For specific instructions on the warranty service procedure, contact Silicon Mechanics.
Limitation of Liability
Silicon Mechanics does not accept liability beyond the remedies set forth herein, including but not limited to any liability for products not being available for use or for lost or corrupted data. Silicon Mechanics is not liable for lost profits, lost business, or other consequential punitive damages. Under no circumstances is Silicon Mechanics liable for any third-party claims against its customers.
Silicon Mechanics Expert OnCall Warranties (Expanded Warranties)
Silicon Mechanics covers all of our products with our Expert Included Warranty Support, which includes 3 year return to depot with optional advance component exchange. If you feel that you need coverage outside of our standard support coverage hours, we also offer expanded Expert OnCall warranties. Expert OnCall warranties are available through our sales group and are serviced in conjunction with a nationwide support provider. Expert OnCall Warranty Support offerings are available in 1-year increments for a period of three years from the date of invoice and include:
| Phone Support | On-Site Response |
| 6 AM – 6 PM, Mon – Fri | Next Business Day |
| 24 x 7 x 365 | Next Business Day |
| 6 AM – 6 PM, Mon – Fri | 4 Hour, Same Day |
| 24 x 7 x 365 | 4 Hour, Same Day |
Source Support
Silicon Mechanics has contracted Source Support Services, Inc. to provide on-site warranty repair and services on our systems. Source Support Services will provide warranty services based upon the type of service and length of service you purchased from Silicon Mechanics.
Under the terms of the warranty, the customer has the responsibility to provide access to the equipment in an area that offers a safe working environment to provide the repair. Source Support Services will schedule the on-site repair with the customer within the prescribed time of the warranty agreement. Scope of coverage provides coverage for all components within the system from manufacturer's defect for the warranty period.
Excluded from warranty coverage are acts of nature (electrical storm, flood, etc.), acts of war or terrorism, and negligence by the customer. Source Support Services will provide pre-paid return shipping labels for the defective product or component. Customer agrees to tender defective components properly packaged in the carton they received the replacement part to the appropriate carrier for return.
Customer is responsible for the replacement cost of the part if improperly packaged and damage occurs. If defective component is not received within 14 days of final repair, customer will be invoiced for the replacement cost of the part and an administration fee. The replaced part becomes your property when the defective part is received. The returned part must not be encumbered by any liens.