Specifications

Support and Service
EPC-100 Hardware Reference
5-2
Repair Services
RadiSys provides Factory Repair Service for the entire RadiSys product line.
Standard service for all RadiSys products covers factory repair with customers
paying shipping to the factory and RadiSys paying for return shipment. Overnight
return shipment is available at customer expense. Normal turn-around time for repair
and re-certification is five working days.
Quick Exchange services (immediate shipment of a loaner unit while the failed
product is being repaired) are available. Negotiate these or other extra-cost services
in advance to allow RadiSys to pool the correct product configurations. RadiSys does
not maintain a general “loaner” pool: units are available only for customers who have
negotiated this service in advance.
RadiSys does not provide a fixed-price “swap-out” repair service. Many customers
indicate that issues of serial number tracking and version control make it more
convenient to receive their original products back after repair.
Warranty Repairs
RadiSys will repair at no charge products having manufacturing defects during the
warranty period. See the warranty information at the front of this manual. Products
without fault sent in for warranty repair will be subject to a recertification charge.
Extended warranties are available at a standard price for any product still under
original warranty. RadiSys will gladly quote prices for extended warranties on
products with lapsed original warranties; contact the factory if this applies.
Customer induced damage (resulting from misuse, abuse, or exceeding the product
specifications) is not covered by warranty.
Non-Warranty Services
There are several classes of non-warranty service. These include repair of customer
induced problems, repairs of failures for products outside the warranty period,
recertification (functional testing) of a product either in or out of warranty, and
procurement of spare parts.
All non-warranty repairs are subject to service charges. RadiSys has determined that
pricing repairs based on time and materials is more cost-effective for the customer
than a flat-rate repair charge. RadiSys analyzes the product after it is received. When
instructed to do so, RadiSys informs the customer of repair costs for authorization.
After the customer authorizes repairs and makes billing arrangements, RadiSys
repairs the product and returns it to the customer.