To deliver worry free operation and minimize the costs associated with the downtime of mission critical applications, Perle offers an Express Replacement Service.
Service Definitions:
Express Replacement (ER) -
Under a maintenance agreement, Perle will provide on an exchange basis modular
parts or replacement equipment shipped prepaid to the purchaser site. The
Purchaser will prepay all shipping and insurance costs to the Perle Depot for
the parts being returned. Hotline technical support is available free of charge
Monday to Friday (except holidays) between 9am and 5pm EST to anyone with a
valid Express Replacement maintenance agreement.
Service Provided
Perle agrees to provide for Purchaser maintenance services for the equipment
identified, at the Service Level, and for the term indicated on each Equipment
Schedule. If the Perle Product fails during normal and proper use within the
Maintenance Agreement period, Perle will, at its option, repair or replace the
unit. Repair parts provided under this Agreement may be new, reconditioned or
used. This Maintenance Agreement does not include service to repair damage from
improper installation, accident, disaster, misuse, abuse or non-Perle Authorized
Service Provider modifications made to the Perle Product.
Service Claim Requirements
The Purchaser service claims made pursuant to this Agreement must conform to the
following requirements:
Express Replacement Service
- Express Replacement maintenance agreements purchased with a new Perle
product becomes valid upon acceptance of the customers web
site registration.
- Express Replacement maintenance agreements purchased on a used Perle
product becomes valid 30 days after the acceptance of the customers web
site registration.
- The Purchaser must request information on how to obtain maintenance
service by contacting the Perle
Technical Assistance Center.
- Upon confirmation that Service is required, Perle or a Perle Authorized
Service Provider will ship prepaid via express service modular parts or
replacement equipment on an exchange basis to the Purchaser at a location
within the country of original purchase.
- Shipments are made between 9am and 5pm Eastern Time, Monday through
Friday, excluding holidays.
- The Purchaser must within 15 days ship prepaid the replaced modular
parts or replacement equipment in the packaging received with the exchange
modular parts or replacement equipment to the Perle Depot. The packaging
must be clearly marked with the RMA code provided. Perle reserves the right
to charge the Purchaser and the Purchaser agrees to pay for replacement
modular parts or replacement equipment that is not returned as described
above.
General
Any upgrade(s) purchased by the Purchaser for the equipment shall be reported to
Perle in writing, to have the upgrade(s) added to the Equipment Schedule for the
affected equipment. A revised Equipment Schedule will be completed and issued by
Perle to Purchaser, including charges for the additional coverage to the end of
the next Anniversary date.
Purchaser shall notify Perle in writing prior to the relocation of equipment, so
that Perle can determine if services are available for the new location and
adjust its service records, including the Equipment Schedule, for the relocated
equipment. Perle will notify Customer if it is unable to provide services in the
new location, or if any additional charges may apply. A revised Equipment
Schedule will be completed and issued by Perle to include any additional charges
to the end of the next Anniversary date.
This Agreement is non-transferable by the Purchaser to a third party, and may
not be assigned without first obtaining written approval from Perle.
Exclusions from Agreement
The following items are specifically excluded from this agreement:
- Purchaser-requested
replacement of parts or equipment and on-site service for which the trouble
found is not the fault of the original equipment. Such service(s) will be
invoiced to the Purchaser as an additional charge.
- Installation,
de-installation, or relocation of the equipment.
Charges
Purchaser will prepay Perle the lessor of the full amount or twelve (12) months
of services to be provided under this Agreement for each item of equipment,
prior to the effective date shown on the corresponding Equipment Schedule.
Purchaser will also pay taxes applicable to the service provided under this
Agreement for each item of equipment. If prepaid services are terminated,
Purchaser will receive a pro-rated refund only for the unused prepaid services
beyond the first six (6) months. Any changes in charges will take effect on the
anniversary of the Agreement.
