Petabox Warranty Support Program Overview

Capricorn Technologies provides several warranty support options for our PetaBox storage devices. Our support programs are devised to ensure that our customers have clearly-defined avenues for expeditious troubleshooting, repair, and replacement of our products and product components.

Help Desk and On-Site Support

Capricorn Technologies has contracted Source Support Services, Inc. to provide on-site warranty repair and service on our storage units worldwide. Source Support Services will provide warranty service based upon the type and length of support purchased through Capricorn Technologies or our channel partners. The scope of support provides coverage for all components within the system for any manufacturing defect during the warranty period.  Excluded from warranty coverage are defects or component damage caused by acts of nature (electrical storm, flood, etc.), acts of war or terrorism, and negligence by the end-user.

Under the terms of our support program, if an on-site response is required, Source Support Services will schedule and coordinate the on-site repair directly with the end-user within the prescribed time outlined in the warranty agreement. The end-user is responsible for honoring the scheduled on-site visit time and date, and for providing access to the data storage equipment in an area that offers a safe working environment for executing the repair.

If defective components are replaced in the course of an on-site repair, the end-user agrees to deliver the defective components in proper packaging to the appropriate carrier for return to Capricorn Technologies. If a defective part is improperly packaged and damage occurs in shipment, the end-user is responsible for the replacement cost. If a defective component is not received within 30 days of the completion of the repair, the end-user will be invoiced for the replacement cost of the part. The replaced part becomes end-user property when the defective part is received. The returned part must be returned unencumbered by any liens.

Spare Parts Kits

If minimizing downtime is a priority for your organization, we recommend the purchase of a spare parts kit in conjunction with on-site support. Because end-users are not permitted to open the cover of our storage units without express written permission from Capricorn Technologies technical staff, spare parts kits are offered with on-site maintenance so that, should a replacement of a component be required, parts will be on hand and readily available for the on-site technician that will respond to a service request. If the end-user has been granted permission to open the PetaBox enclosure to swap parts, he/she will open the box with the understanding that doing so will void the warranty of any component damaged in the course of the repair/replacement.

Spare System

To achieve the absolute minimum downtime, we recommend that you purchase a spare storage unit. Upon experiencing a failure, the spare unit can immediately be placed into service. The failed unit can then be repaired through an on-site visit from a Source Support Services technician with minimal disruption to your data management infrastructure.

Warranty Advance Component Replacement

If an end-user purchases on-site support but decides to forego the purchase of either a spare parts kit or spare system and a hardware failure occurs while the unit or component is under warranty, the following process takes place:

1. End-user contacts Source Support Services Help Desk staff to diagnose the issue.
2. Source Support staff determine if component replacement is warranted.
3. If component replacement is required, Source Support will coordinate with Capricorn for the advance shipment of the identified failed component(s) to the end user location.
4. Capricorn Technologies will, at its own expense, ship the replacement part to the end-user’s site via ground shipping. If the end-user requires faster shipping options, Capricorn will ship via the end-user’s specified method at the end-users expense.
5. Source Support will dispatch a technician to the end-user location based on the anticipated arrival date of the replacement component(s).
6. An RMA (Return Materials Authorization) number will be issued to the end-user for the return of the defective component(s) to Capricorn.  The RMA number must appear on the outside of the return shipment packaging.
7. Defective parts must be returned in the Capricorn advance component replacement packaging, or in similar packaging, to insure the safe transport of the component(s) back to Capricorn.
8. Defective units not returned within 30 days of completion of the on-site repair become the property of the end-user.  Capricorn will send an invoice to the end-user for the replacement cost of the component(s), which will be due upon receipt.
9. If a failed component is out of warranty, we will charge for the cost of component replacement as well as for the cost of shipping the component to/from Capricorn.

Factory Warranty

Factory Warranty accompanies all Capricorn data storage unit purchases. All components, excluding the hard drives, are covered for twelve months from the date of shipment under our standard factory warranty program. Hard drives are covered for three years from date of shipment.

According to the terms of our product license agreement, end-users are not permitted to remove the cover and replace components without written approval from Capricorn Technologies technical staff. If an end-user chooses to purchase a storage device without warranty support, the following process for repairs/replacements is invoked:

1. The end-user interacts directly with Capricorn Technologies technical support staff to troubleshoot the hardware issue.
2. If a component or components is/are found to have failed, an RMA will be issued for the entire device to be returned to Capricorn for repair or replacement.
3. Once the hardware is received, we will thoroughly test it in our labs, recreate and verify the problem, and either repair the device ourselves or return defective components to the original manufacturer for repair or replacement.
4. If the hardware is returned to the manufacturer, the turnaround time will be dependent upon the manufacturer’s schedule, but we will monitor the progress of the repair closely and provide a complete report of all warranty procedures and timelines to the end-user.
5. Standard factory warranty specifies that the end user pays for shipments to Capricorn Technologies, and we pay for the return trip.

For Information on Support Programs Offered and Pricing:

Contact: sales@capricorn-tech.com

For Information on Specific Support Services and to Verify On-Site Support Locations:

Contact: service@sourcesupport.com
US: (866) 777-8450
International: +1 (866) 214-1551