Warranty service and term commitment
Component Category | Component Description | Warranty Period | Service Coverage |
|---|---|---|---|
Key Components | Motherboard, CPU, Memory, HDD/SSD, PSU, Modules, RAID Controller (incl. Cache), HBA, NIC, SCSI Card, GPU, etc. | 3 Years from Purchase Date | 7×24 Hotline Support |
Auxiliary Components | Boards (excluding motherboard), CPU Fan, Power Switch, LED Indicators, Chassis Light Panel, Rack Rails, Chassis Fans, LCD Panel, RAID Battery, etc. | 3 Years from Purchase Date | 7×24 Hotline Support |
Peripheral Components | Optical Drive, Optical Disc, IDE HDD, Keyboard, Mouse, UPS Battery, etc. | 1 Year from Purchase Date | Delivery replacement service |
In-Warranty Added Components | From Purchase Date, subject to OEM / Vendor Warranty | In line with the same service term standards as the complete server | |
Out-of-Warranty Added Components | From Purchase Date, subject to OEM / Vendor Warranty | 7×24 Hotline Support | |
Independently Purchased Components | From Purchase Date, subject to OEM / Vendor Warranty | 7×24 Hotline Support | |
Warranty Policy
1.Warranty Period
The warranty period starts from the delivery date stated on the delivery document. If the delivery date cannot be verified, the server shipment date recorded by EMPOWEX shall apply.
After the warranty period expires, customers may continue to receive free 5×8 phone and email technical support. Warranty repair services, however, will no longer apply. Paid repair services may be provided based on mutual agreement and reasonable cost recovery.
Products repaired by EMPOWEX during the warranty period will continue to be covered under the original warranty terms. If the remaining warranty period after repair is less than three months, EMPOWEX will extend the warranty to three months from the repair completion date.
Replaced or repaired components do not reset the original warranty period.
2、Warranty Response Time
EMPOWEX provides warranty services on a nationwide basis within applicable service regions. Customers may report issues through the service hotline or designated service contact.
Upon receiving a service request, technical personnel will perform initial diagnosis and communication. During the warranty period, EMPOWEX will respond within two (2) hours and provide a proposed solution within four (4) hours.
If on-site service is required, EMPOWEX will arrange service personnel accordingly. On-site response times may vary by region and are subject to mutual agreement.
SLA Item | Response Time | Notes |
|---|---|---|
Free On-site Service Period | Free on-site service during 3-year warranty | |
Failure Response Time | ≤ 2 Hours | |
On-site Service Coverage (Core Regions) | ≤ 48 Hours | East, North, Central, South China; Southwest, Northwest; Major Northeast Cities |
On-site Service Coverage (Remote Regions) | ≤ 72 Hours | Southwest, Northwest, Remote Northeast Areas |
3、Warranty Scope and Conditions
The standard warranty applies to server systems, components, and peripherals supplied by EMPOWEX under normal use conditions during the warranty period.
For operating systems and user application software, EMPOWEX may provide reasonable technical assistance on a best-effort basis but does not assume responsibility for business interruption or system unavailability caused by software issues.
For services beyond the warranty scope or after warranty expiration, EMPOWEX may offer paid services upon request.
The following situations are not covered by warranty:
* Failures caused by non-EMPOWEX equipment or components, or compatibility issues
* Damage caused by improper or unauthorized operations not specified in official documentation
* Failures due to operation outside specified environmental conditions (including temperature, humidity, altitude, power instability, static interference, dust, vibration, etc.)
* Issues caused by viruses, malware, or unauthorized access resulting from improper maintenance
* Damage caused by installation, modification, or repair performed by unauthorized parties
* Damage caused by force majeure events such as natural disasters or war
* Damage caused by accidents, abuse, misuse, or long-term overload operation
4.Warranty Disclaimer
Customers are responsible for backing up all data before repair. EMPOWEX is not responsible for data loss or damage occurring during service.
On-site service may require interaction with third-party hardware or software not supplied by EMPOWEX. Such actions may affect third-party warranties. Customers acknowledge and accept this risk. EMPOWEX assumes no liability for third-party warranty impacts.
Except as expressly stated, EMPOWEX’s liability is limited to repair or replacement under these terms, subject to applicable laws and regulations.
5.Interpretation and Applicability
This after-sales service policy applies to server products provided by EMPOWEX and sold, delivered, and used within applicable service regions.
Specific service arrangements, scope, and response commitments may vary and shall be subject to mutual agreement between EMPOWEX and the customer.