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Depot Express Hot Spare Service 

Overview

Depot Express Hot Spare Service is a combination of a no-fault product warranty and a guaranteed loaner program. Traditionally, equipment has only a short manufacturer’s defect warranty. With the SCLogic Depot Express Program, the warranty is unlimited as long as enrollment is kept current, and the product can be repaired by the manufacturer. In addition, SCLogic stocks Hot Spare inventory for your use, while your unit is being serviced. We’ll ship you a certified loaner unit, of the same model or newer, preloaded, and ready for use.

You’re Covered

Crack the display? No problem. Damage the outer casing? No problem. Broken exit window? No problem. Our program offers comprehensive coverage at no additional cost to protect you from the unexpected. We cover normal wear and tear, as well as repairs to displays, touch screens, plastics, keypads, exit windows, and other internal and external components damaged through accidental breakage. At SCLogic, we don't focus on how it happened, but on how to keep you up and running. If your hardware can be repaired by the manufacturer, it’s covered. The only time you will see a bill is if the unit is so severely damaged that the manufacturer determines it cannot be repaired. Consumables like batteries and stylus are not covered.

We’ll Send You a Loaner

  • Request a Loaner before 3:00 p.m. EST and have a Hot Spare unit shipped the same day.
  • Your original unit will be repaired and returned to you within three weeks.
  • Return your loaner within one week of receiving your repaired unit.

Service Details

SCLogic ships via Ground Service, at our expense, reaching many of our clients within 1 to 2 days. You will always receive your original unit back (as long as it is repairable). When it comes to Services, SCLogic makes what it sells. If you have a question or problem, SCLogic stands alone in its ability to provide a single point of contact to address it.

SCLogic Depot Express Terms & Conditions

1.0    Definitions. Capitalized terms used herein shall have the following meanings:

1.1     “Hardware Support.” If applicable, the services set forth in Section 2 that relate to the repair and replacement of the Covered Hardware. The following definitions are applicable to Hardware Support:

1.1.1    “Covered Hardware.” The SCLogic-approved peripheral equipment identified by product code(s)/serial number(s) registered with SCLogic for which Hardware Support has been purchased and remains in effect. Product code(s)/serial number(s) not listed are not Covered Hardware.

1.1.2     “Warranty Repair.” The repair of Covered Hardware to remedy a Hardware Error.

1.1.3    “Hardware Error.” A fault or defect in the Covered Hardware, causing it to operate incorrectly or otherwise not conform to its associated documentation and that is reproducible by SCLogic.

1.1.4    “RMA Number.” Return Authorization Number required for any hardware being sent to SCLogic.

1.1.5     “Equipment Loaner.” Hardware sent to Subscriber to use temporarily during an RMA repair until repair hardware is returned.

1.1.6    “Irreparable Hardware.” Hardware deemed not repairable by the manufacturer because of excessive damage.

1.1.7    “Consumables.” Goods that must be replaced regularly because they wear out or are used up, such as batteries, stylus, hand straps, etc.

2.0    Hardware Support Services Provided by SCLogic

2.1    Hardware Repair. Subject to the terms herein, SCLogic will, at its expense, provide Warranty Repair services for the Covered Hardware, so long as i) Subscriber maintains a valid Hardware Support contract, and ii) the equipment is supported by the manufacturer. SCLogic shall be Subscriber’s primary point of contact with respect to repairing Covered Hardware.

2.2    Covered Hardware. Hardware Support is valid only for the Covered Hardware and coverage period designated in an Order or in Renewal Terms. Subscriber is required to provide a serial number for any item not registered with SCLogic before inquiring for an RMA Number. In the event that any Covered Hardware ceases being supported or is discontinued by the manufacturer, or replacement parts are no longer available, SCLogic will notify Subscriber and the equipment will cease being Covered Hardware.

2.3    Request for Repair. If Subscriber suspects that Covered Hardware is experiencing a Hardware Error, Subscriber shall contact SCLogic Technical Support for troubleshooting, and if necessary, to initiate a request for repair. During the call, Subscriber shall describe the Hardware Error and be available for telephone or email consultation by SCLogic. SCLogic may require Subscriber to furnish written or electronic documentation of the Hardware Error sufficient for SCLogic to reproduce the same Hardware Error. If SCLogic is unable to fix or provide a workaround for the Hardware Error, an RMA Number and shipping information will be provided. All RMA equipment must have the RMA Number issued by SCLogic written on the shipping label. Subscriber must ship the RMA equipment to SCLogic within seven (7) business days of being issued an RMA Number.

2.4    Equipment Loaner. For each RMA repair, SCLogic will offer to supply a comparable Equipment Loaner for the repair time period. For Subscriber RMA requests received before 3:00 PM ET Monday through Friday, excluding holidays, Equipment Loaner will ship out the same day via common carrier ground service. After issuance of Equipment Loaner, failure to send the RMA equipment within the time stated herein will result in a $30 daily rental fee for the Equipment Loaner. After fourteen (14) days, Subscriber will be required to purchase the Equipment Loaner at the current published catalog price.

Subscriber is responsible for maintaining Equipment Loaner in good condition, and damage to Equipment Loaner due to atypical use/abuse will be repaired or the Equipment Loaner replaced, at Subscriber’s expense. Equipment Loaner remains the property of SCLogic and shall be returned by Subscriber to SCLogic freight pre-paid (i) within seven (7) business days of receipt of repaired equipment, or (ii) immediately upon termination or expiration of this agreement. Failure to return the Equipment Loaner within the stated time will result in a $30 daily rental fee. After fourteen (14) days, Subscriber will be required to purchase the Equipment Loaner at the current published catalog price.

2.5    Shipping Information. Subscriber is responsible for all shipping charges to return the RMA equipment to SCLogic and to return Equipment Loaner to SCLogic after the RMA equipment has been repaired. All Equipment Loaners will be shipped from SCLogic to Subscriber via UPS Ground or equivalent. Upgrades in freight service are available at Subscriber’s expense to Subscribers who provide a preferred express delivery carrier account number for direct billing. Subscribers are responsible for returning Equipment Loaners to SCLogic via a carrier that provides Proof of Delivery (POD), should that be required.

3.0    Services Which Are Not Covered

3.1    Irreparable Hardware. In the event that a piece of Covered Hardware is deemed irreparable by the manufacturer, SCLogic will notify Subscriber and return the hardware to Subscriber or dispose of the hardware upon direction thereto by the Subscriber. SCLogic shall have no repair or replacement obligation for Irreparable Hardware. The manufacturer of the Covered Hardware is solely responsible for determining whether repair of Covered Hardware is possible.

3.2    Consumables. As defined herein.

3.3    Operating Systems. Android and iOS operating system upgrades.