Support
 
smart-card
 

Warranty, Support & Maintenance

This Warranty, Support and Maintenance agreement applies to all Raisonance smart card hardware and software products sold by Raisonance or an authorized Raisonance smart card tool distributor.

1.0  COVERAGE: All Raisonance smart card products benefit from a “Raisonance Warranty” for one (1) year after product purchase, which includes:

    • Repair of physical defects or malfunctions incurred under normal use conditions (see relevant user manuals) during the period of coverage (section 1.2)
    • Access to any relevant software and firmware upgrades during the period of coverage (section 1.3)
    • Access to direct e-mail and telephone support during the period of coverage (section 1.4)

 

1.1  EXTENSION OF SUPPORT AND MAINTENANCE CONTRACT: A paid, one-year Support and Maintenance Contract is offered to all customers having Raisonance smart card products. This contract is an extension of the Raisonance Warranty.

A) SERVICES INCLUDED UNDER THE EXTENSION: The paid, one-year (1-year) extension of the Support and Maintenance contract allows users to benefit from:

    • Repair of physical defects or malfunctions incurred under normal use conditions (see relevant user manuals) during the period of coverage (section 1.2)
    • Access to any relevant software and firmware upgrades during the period of coverage (section 1.3)
    • Access to direct e-mail and telephone support during the period of coverage (section 1.4)
    • Annual calibration of the hardware platforms for ProxiSPY, ProxiLAB and ContactLAB (section 1.5)

B) CONDITIONS OF EXTENSION: When purchased, a new Support and Maintenance Contract takes effect after the expiration of the standard Raisonance Warranty period or the customer’s preceding Support and Maintenance Contract. Renewal is annual. The customer is notified of the expiration of the Raisonance Warranty period or the preceding Support and Maintenance Contract by a price quotation for a Support and Maintenance Contract extension from Raisonance or an authorized distributor. If the Support and Maintenance Contract is not entered into prior to the expiration of the Raisonance Warranty or the preceding Support and Maintenance Contract, Raisonance may choose to offer the customer a new Support and Maintenance Contract.

 

1.2  MAINTENANCE: The Raisonance Warranty and the Support and Maintenance Contract cover parts and labor for repairs necessitated by:

    • Product malfunctions related to errors in manufacturing or conception of the product
    • Product malfunctions occurring under normal operating conditions (See relevant product user manual)

Raisonance tools are designed for use in an office or laboratory environment. Damage occurring in any other environment is not covered by the Raisonance Warranty or Service and Maintenance Contract.

 

1.3 SOFTWARE UPGRADE: During the period of the Raisonance Warranty or a valid Support and Maintenance Contract, customers are provided access to any upgrades of their product software and firmware. Notification is via e-mail (newsletter) to the customer-designated end user. To ensure this service, the customer must provide Raisonance with the e-mail address of the end user of the product.

 

Customers who want to upgrade to the latest version of Software Tools, but are not covered by a Raisonance Warranty or valid Support and Maintenance Contract, can buy an Upgrade Package that includes the software and a one-year (1-year) Support and Maintenance Contract. Raisonance will provide a price quotation upon request for such Upgrades. The user must demonstrate having bought a product by furnishing a valid product serial number. The above-outlined terms and conditions for the Raisonance Warranty and the Support and Maintenance Contract also apply to Upgrades.

 

1.4 DIRECT USER SUPPORT: During the period of the Raisonance Warranty or a valid Support and Maintenance Contract, customers benefit from direct support via telephone and e-mail during Raisonance office hours. The end user must provide the product serial number and an e-mail address with all support requests. Support requests should also state the user’s product software and hardware versions, where applicable. Raisonance will provide a response to the user request no later than the end of the next business day excepting French national holidays and bank holidays.

 

Telephone and e-mail support is provided during open business hours 8:30AM-6:30PM Central European Time, Monday through Friday, excepting French national holidays and bank holidays.

 

1.5 ANNUAL CALIBRATION UNDER SUPPORT AND MAINTENANCE CONTRACT EXTENSION: Following the purchase of a Support and Maintenance Contract Extension, and within the one-year (1-year) period of coverage, customers may return their ProxiSPY, ProxiLAB and/or ContactLAB hardware for calibration by Raisonance.

A) CONDITIONS OF CALIBRATION SERVICE:

    • Request for service must be made by the customer within the period of their Support and Maintenance Contract Extension.
    • Requests for service must be submitted by email to sc-support@raisonance.com specifying product, product serial number and owner information.
    • Raisonance will notify the user, by email of the acceptance or rejection of the request based on the validity of the user's Support and Maintenance Contract.
    • Raisonance will not service any product for which an acceptance by email has not been provided. Any products sent without being duly accepted under this clause will be returned to the customer at the customer's expense.
    • Only one (1) calibration per year and per Support and Maintenance Contract is permitted.
    • User pays shipping and handling costs to Raisonance. Raisonance pays return shipping and handling costs to the customer.
    • Turnaround time for calibration service will vary according to demand, shipping delays and technician availability.