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Powerleader Storage Standard Warranty Terms of Service

Powerleader GStore series storage product service and support guide v4.0

Dear Customer:

Hello!

Thank you very much for purchasing GStore storage products from Powerleader Computer System Co., Ltd. (hereinafter referred to as "Powerleader"). Powerleader will thank you for your trust in Powerleader storage products with high-quality service. The information provided in this guide will be convenient for you to understand and get our service support, please read it carefully and save it for future use.

一、Powerleader Storage Product Series Standard Warranty Service Commitment (V4.0)

(1) Powerleader Standard Service Commitment

1. Three-year limited warranty

From the date of your purchase (subject to the date of receipt of the Powerleader delivery note, if the date of receipt cannot be verified, the date of storage of the product serial number (S/N) identification shall prevail), Powerleader will provide you with the purchase of Powerleader Hardware failures in the factory configuration of storage products are covered by the standard warranty services listed in the attached table.

Attachment 1: Powerleader GStore storage product warranty period and service content table

product composition

product composition

Part Name

warranty period

service method

host

The main components

Disk array RAID controller (including controller cache), Fibre Channel card, power supply, hard disk

Three years (inclusive) from the date of purchase

Three years (5×9) free door-to-door on the second working day (only covered cities, not covered cities will be delayed by one day)

monitor hard drive

Three years (inclusive) from the date of purchase

Hardware failure occurs from the date of purchase, repair or pre-replacement service is provided, and on-site service is not provided

accessories

storage battery

One year (inclusive) from the date of purchase

One year (5×9) free door-to-door on the second working day is limited to covered cities, not covered cities will be delayed by one day)

LCD display, HDD bay, SFP (Fiber Optic Transceiver)

One year (inclusive) from the date of purchase

One year (5×9) free door-to-door on the second working day (only covered cities, not covered cities will be delayed by one day)

other parts

Cables and terminators in the chassis

Three months (inclusive) from the date of purchase

Provide three-month repair or advance replacement service

Peripherals

Fiber Switch

One year (inclusive) from the date of purchase

One year (5×9) free door-to-door on the second working day (only covered cities, not covered cities will be delayed by one day)

Multimode fiber optic cable, SAS cable

One year (inclusive) from the date of purchase

One year (5×9) free door-to-door on the second working day (only covered cities, not covered cities will be delayed by one day)

other

Random information (including software media), power cord

Three months (inclusive) from the date of purchase

Provide three-month repair

software

Other storage management software such as dual-computer software

One year (inclusive) from the date of purchase

One-time free door-to-door for one year from the date of purchase

Note:

       (1) The service method of the GStore storage product accessories you purchased separately is the same as that of the shared Powerleader storage product. If the warranty period exceeds the free door-to-door service period for similar components in the array cabinet, you need to send the faulty parts directly to the Powerleader after-sales service network or Shenzhen headquarters for replacement, or choose the paid door-to-door service provided by Powerleader.

       (2) The iron parts, chassis locks, and guide rails in the cabinet and the host chassis are not covered by the warranty.

       (3) Sending for repair: Refers to the user sending the faulty parts to Powerleader designated maintenance point for repair or replacement. After the repair or replacement is completed, the user will pick it up or Powerleader will return it by delivery.

       (4), 5×9: refers to every Monday to Friday (except holidays), 9:00-18:00

2. National joint guarantee, unified repair report

Powerleader GStore storage products are guaranteed nationwide. No matter where in the People's Republic of China (excluding Hong Kong, Macao and Taiwan) you purchased and used the Powerleader GStore storage products, if there is a failure during the warranty period, you can call the Powerleader service hotline 4008-870-872 for service The personnel will arrange the nearest Powerleader technical support service agency to provide warranty service for you.

3. Technical consulting services

Powerleader provides a 7 X24-hour hotline service. If you have technical problems (limited to Powerleader storage products) and need to consult, you are welcome to call the Powerleader consultation hotline: 4008-870-872, our engineers will provide you with Professional answers; or you can also get the above service support by logging on www.powerleader.com.cn Powerleader website.

4. On-site technical support

During the free warranty period, for equipment failure problems that cannot be effectively solved through remote technical support, Powerleader will arrange on-site maintenance by experienced technical service personnel. Service outlets cover cities to provide door-to-door service on the second working day, and door-to-door services in other cities on the third working day.

The user needs to provide the following information when applying for repair:

1. Product model (MODEL);

2. Product serial number (S/N);

3. System error messages;

4. Detailed fault description;

5. User unit, contact person, contact information and detailed address.

5. After-sales service confirmation procedures

    When serving you at Powerleader's after-sales service outlets, please prepare the purchase invoice, warranty certificate and packing list corresponding to the faulty machine. If you cannot present the purchase invoice, warranty certificate and packing list corresponding to the faulty machine, the free warranty period of the machine will be calculated from the date of manufacture, and will be extended by three times on the basis of the free warranty period agreed in Schedule 2 month (only applicable to parts with a free warranty period of more than one year (inclusive)). If you cannot provide any warranty certificate, Powerleader will check its production date according to the serial number of the faulty machine (you can check it according to the random product packing list), and provide warranty service based on the production date that can be checked. If the user cannot provide any warranty certificate or valid information, Powerleader has the right not to provide free warranty service.

6. Ownership of replacement machine or parts

After Powerleader, Powerleader product sellers or Powerleader after-sales service outlets replace the whole machine or faulty parts for you, the original machine or faulty parts will be taken back and owned by Powerleader, Powerleader product sellers or Powerleader after-sales service outlets .

7. The situation that does not belong to the obligation of free warranty

Failure or damage in the following cases, whether within the warranty period or not, is not covered by this service commitment:

ü Products without Powerleader logo;

ü The product or component has exceeded the warranty period;

ü Failure or damage caused by failure to comply with the requirements of the instructions, working environment not specified by the product, or incorrect installation, storage and use (such as excessively high temperature, low temperature, excessive humidity or dryness, high altitude, unstable voltage or current, The zero-ground voltage is too large, etc.);

ü Failure or damage caused by installation, repair, modification or disassembly by non-Powerleader after-sales service outlets or personnel;

ü Failure or damage caused by the use of non-Powerleader parts;

ü Failure or damage caused by unexpected factors or man-made reasons (including computer viruses, operational errors, scratches, handling, bumps, input of inappropriate voltages, etc.);

ü Failure or damage caused by the use of non-standard or unpublished software;

ü Failure or damage caused by force majeure such as natural disasters (such as earthquakes, lightning strikes, fires, etc.);

ü Other failures or damages that are not caused by the quality of Powerleader machines (including parts).

(2) Special reminders and explanations

1. Scope of application of this commitment

ü This commitment is only applicable to Powerleader GStore storage products and accessories sold and purchased within the territory of the People's Republic of China (excluding Hong Kong, Macao and Taiwan) after January 1, 2015 (inclusive);

ü Purchase invoices and warranty cards are valid only after the purchase date, product model, fuselage serial number and the official seal of the seller are filled in in detail.

ü This standard warranty service commitment is only applicable to the parts of the GStore storage product you purchased when it was shipped from the factory (see the packing list). When you purchase the product, all non-Powerleader parts installed by the seller are guaranteed by the seller; if the seller makes a commitment other than this warranty to you or you and the Powerleader product seller provide after-sales maintenance services for the product If there is another agreement in the plan, Powerleader will not be responsible. Please ask the seller for a written certificate when purchasing the machine to ensure that the seller's additional commitment to you or the agreement between you can be honored;

ü If the laws and regulations of the country change, Powerleader will provide you with after-sales service in accordance with national laws and regulations; It bears corresponding responsibilities with your contract and the provisions of relevant national laws and regulations;

ü If you have other service requirements beyond this warranty, please choose Powerleader's personalized service products.

2. Data backup:

You are responsible for the security of your data, and you are obliged to make backups of the data you consider important in a timely manner during your daily use, or before each time you receive services, to avoid loss. Boyd will not be liable for any damage or loss of data, programs or storage media during equipment use and maintenance.

3. Powerleader service support system

In addition to seeking the maintenance services promised in this document from the Powerleader service organization, you can also contact the following service support systems of Powerleader to obtain the service information provided by Powerleader:

Powerleader Consulting and Service Hotline: 4008-870-872

Powerleader website: http://www.powerleader.com.cn/

Note: The phone numbers announced in this commitment may be changed due to changes in the telecommunication network or other objective factors. Please refer to the latest phone numbers announced by PowerTech.

二、Paid service charges for Powerleader storage products

1. Explanation of paid service items

Paid service for Powerleader storage products is a paid service provided to customers beyond the warranty scope of Powerleader GStore storage series products. The specific types of projects are storage hardware maintenance and software debugging and installation services.

1.1 Storage hardware maintenance service refers to the service process in which Powerleader conducts fault judgment on the components listed in Table 2, replaces the components, and debugs the storage hardware to a normal state according to customer needs. The replaced parts are Boyd spare parts (identifiable by special barcode). Powerleader is not responsible for the warranty service of the parts provided by the customer and the warranty service caused by the parts.

1.2 Storage software debugging and installation service refers to the service process that Powerleader makes fault judgment on Powerleader storage management software according to customer needs, and installs and debugs it to a normal state.

1.2.1 Explanation of terms:

Powerleader storage management software: refers to the management software or operating system that has been installed in the disk array at the factory, but does not include the software or operating system installed by the agent for customers during sales, or the software or operating system installed by the customer.

Storage software debugging: Refers to the fault diagnosis of Powerleader's pre-installed operating system or management software and restoring it to the factory state.

2. Scope of application of the charging standard for paid services

It is determined by the Powerleader service agency that it is in the following situations, and the customer's request for services is within the scope of paid hardware maintenance services.

ü The whole machine and parts have exceeded the free warranty period;

ü Failure or damage caused by the user's failure to comply with the instructions, the working environment specified by the product, or wrong installation, storage and use (such as excessive temperature, low temperature, excessive humidity or dryness, high altitude, unstable voltage or current) , the zero-ground voltage is too large, etc.);

ü Machine failure or damage caused by installation, repair, modification or disassembly by non-Powerleader service agencies or personnel;

ü Machine failure or damage caused by the use of non-Powerleader parts;

ü Machine failure or damage caused by unexpected factors or human reasons (including computer viruses, operating errors, scratches, handling, bumps, input of inappropriate voltages, etc.); Failure or damage caused by liquid ingress, scratches, handling, bumping, incorrect plugging and unplugging, inappropriate voltage input, etc.);

ü Machine failure or damage caused by the use of non-standard or unpublished software;

ü Product failure or damage caused by natural disasters and other force majeure (such as lightning strikes, earthquakes, fires, etc.);

ü Failure or damage of other non-Powerleader machines and components caused by the quality problems of the components themselves.

In the following cases, the service requested by the customer belongs to the scope of paid software debugging and installation services.

ü For GStore storage products, except for hardware failures within the scope of warranty, the system needs to be reinstalled, and the installation of other operating systems is within the scope of paid services.

ü RAID function configuration of the array cabinet: Except for the hardware failure within the warranty scope that requires the configuration of RAID, the rest of the RAID configuration is within the scope of paid services;

3. Paid service charging standard system

Paid service fee = labor service fee + travel fee + material fee

ü Labor service fee: refers to the technical labor cost incurred in providing maintenance services, that is, labor fee;

ü Travel expenses: refers to the round-trip transportation expenses incurred during the provision of on-site services and the expenses incurred by the engineer on board and lodging during the journey;

ü Material cost: refers to the cost of replacing spare parts, components and other materials.

Other costs (transportation and transportation costs) incurred due to sending for repair shall be borne by the user.

4. Material cost

The national unified pricing of Powerleader shall prevail.

3. Combination of paid service items and fee-based item packages

Attached Table 3: Package Combination Table of Paid Service Items and Charged Items

service items

Delivery Method - Charged Items

Door-to-door method - charging items

Hardware Repair and Maintenance Service

Outside the scope of warranty, the customer provides spare parts for maintenance

Labor service fee

Labor service fee + travel expenses

Outside the scope of warranty, use Powerleader spare parts

Labor service fee + material fee

Labor service fee + travel fee + material fee

Storage software installation and debugging services

under warranty

none

Provide a single door-to-door service fee

out of warranty

Labor service fee

Labor service fee + travel expenses

三、Powerleader storage product service process

1. Product serial number

Why do you need product serial number

The product serial number is an important basis for the warranty of Powerleader GStore storage products. When you need to obtain product repair or support services, please provide the product serial number first. If you accidentally lose the product serial number, you need to provide the product warranty card or Purchase contracts, invoices and other supporting documents.

The barcode label printed with the product serial number is usually attached to the rear of the chassis. Each Power storage product has a unique code corresponding to it. The detailed information of the product you purchased, such as: product warranty period, system configuration information and customer information etc. are linked with this code in the Powerleader database, therefore, in order to facilitate us to provide you with fast and effective maintenance services, please provide this code when applying for repairs.

How to get the product serial number

Find the product serial number, which is usually labeled on the rear of the case; check the warranty card or packing list.

2. Service process

1), the service process during the warranty period

2), after-sales service process outside the warranty period

If you have any hardware-related technical questions, please call our toll-free service hotline at 4008-870-872.

In addition, you can also directly contact our after-sales technical engineers stationed in various places. For specific contact numbers, please visit www.powerleader.com.cn Powerleader website for support.