Warranty Start Date

“Start Date” as used in this policy means the date of Product Activation but a date not more than
One Hundred & Eighty Days (180) days after original shipment of the product from the
distribution center of Ray Pte. Ltd. (“RAY”).

Covered Hardware

“Covered Hardware” means Ray products purchased on or after 1st January ,2021.

RAY Product Hardware Warranty

RAY warrants for the sole benefit of the original end user purchaser of the Covered Hardware (“Customer”) that Covered Hardware will be free from defects in material and workmanship commencing on the Start Date and continuing for the applicable warranty period.

Covered HardwareWarranty PeriodRemedyPost Warranty Support
Edge GatewaysPurchased Warranty PeriodReplaceAccess to RAY helpdesk; bug fixes and updates (subscription required)
Switch3 YearsReplaceAccess to RAY helpdesk; bug fixes and updates
Wi-Fi Access PointsPurchased Warranty PeriodReplaceAccess to RAY helpdesk; bug fixes and updates (subscription required)

Eligibility and Purchasing

RAY Hardware Warranty Services are available for purchase only (i) by certain qualified End Users solely for their own end use and (ii) by RAY authorized resellers solely for resale to the End User identified by name and address in Reseller’s Purchase Order. The Services must be purchased for a fixed term lasting at least 12 months.

The Services cover only those RAY hardware products on physical platforms as to which all of the following apply:

  • End User is using the products;
  • End User has purchased or leased from either RAY, or a RAY authorized reseller;
  • The products are identified in the Purchase Order(s) for the Services placed with RAY;
  • The products and the address of their installation site have been properly registered with RAY by serial number.
  • The customer has a valid and active RAY Cloud Subscription.

These RAY products are covered and only for so long as such products have not reached End-of-Support (EOS).

Hardware Replacement Options

Return-to-Factory

RAY will replace or repair the Hardware identified in the RAY-issued RMA and ship the replacement or repaired Hardware, as applicable, to the Ship-to Address within 21 Business Days after RAY’s receipt of the defective Hardware at the specified RMA return location. The repaired or replacement Hardware may be shipped from a RAY regional distribution center.

All claims filed for hardware units that fail (under warranty, not under a maintenance contract) will be repaired or replaced (with refurbished equipment) at the sole discretion of RAY. RAY global repair centers are located in China and India.

Next-Day Ship

RAY will ship Hardware replacements to the Ship-To Address in advance of receiving returned defective hardware on the next Business Day if the Hardware is issued by 3 p.m. local time (based on ship-to address. If the RMA is issued after 3 p.m., RAY will ship on the Business Day following the next Business Day. The replacement Hardware will be shipped from regional distribution center or in-country depot if available. “Next-Day Ship” is subject to availability.

Additional Limitations

The turnaround time commitments above shall not apply in cases where End User submits bulk RMAs (either more than one (1) of the same Hardware or more than five (5) of different Hardware on the same RMA.). In those cases, RAY will support bulk RMAs subject to Hardware availability.

All Hardware within a Customer must be covered by the same support level.

It is the End User’s responsibility to confirm the availability and Type of Hardware Replacement Options in a particular location in the section Service Availability below.

Service delivery times are subject to weight and size of the replacement unit. For replacement units exceeding a gross weight of 32 kgs/70lbs, special requirements may be necessary to deliver (ship, load, and unload) or install. The site accepting the delivery will require a heavy load receiving capacity to ensure occupational safety. RAY shall use commercially reasonable efforts to deliver the replacement unit in a timely manner.

ProductIndia
UAE
Kenya
Bahrain
Kuwait
Oman
Qatar
Saudi Arabia
Uganda
Rest Of the World
R6A-CNext-Day ShipReturn-to-FactoryReturn-to-Factory
R6B-CNext-Day ShipReturn-to-FactoryReturn-to-Factory
R6A-EReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
R6C-CReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
R6C-XReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
R6A-ONext-Day ShipReturn-to-FactoryReturn-to-Factory
R6B-OReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
R6A-O OmniReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
R6B-O OmniReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
R6C-OReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
R6C-YReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
Edge Nano V1Return-to-FactoryReturn-to-FactoryReturn-to-Factory
Edge Nano V2Next-Day ShipReturn-to-FactoryReturn-to-Factory
Edge Atom (4G)Next-Day ShipReturn-to-FactoryReturn-to-Factory
Edge Atom(5G)Return-to-FactoryReturn-to-FactoryReturn-to-Factory
Edge Micro (4G)Next-Day ShipReturn-to-FactoryReturn-to-Factory
Edge Micro (5G)Return-to-FactoryReturn-to-FactoryReturn-to-Factory
Edge MiniReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
Edge SmallReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
Edge MediumReturn-to-FactoryReturn-to-FactoryReturn-to-Factory
Edge L seriesReturn-to-FactoryReturn-to-FactoryReturn-to-Factory

End User Responsibilities

All Supported Releases provided to End User shall be subject to the terms of the license agreements that apply to the underlying Software or to amended license terms that apply to the Supported Releases. End User is not required to install every Supported Release as they become available from RAY. However, End User acknowledges that in order to obtain Support for problems with Software that is not a Supported Release, and which cannot be corrected by implementation of a pre-existing Work Around or Problem Resolution, it may be required to upgrade to a Supported Release to address any such problems.

For any Problem identified as a Priority 1 Problem, End User will provide RAY or its authorized service representative access to the affected network environment and will assign a technical contact for RAY. Furthermore, if RAY determines that its technical personnel need access to the End User’s network in order to remotely diagnose a problem, End User will ensure that RAY’ personnel have the necessary level of authorized access to such network. End User shall have the right to observe such access.

End User shall maintain a reasonable number of support engineers who are trained on RAY Products.

End User’s support engineers must be proficient in the operation of the Products and be able to perform basic Hardware and Software configuration and troubleshooting. All communication to RAY’ engineers of customer issues and responses will be conducted in English. End User shall pay for Support rendered by RAY due to modifications not authorized by RAY at then prevailing rates for time and materials.

End User shall inform RAY about the role changes or resignation of its support engineers so that their individual JSP accounts can be modified/ deactivated as needed.

End User is responsible to maintain a backup of the configuration that can be used to restore the device.

In order for RAY to provide the appropriate level of Support promptly and efficiently, End User must provide to RAY the following information for each Product under a Warranty plan:

  • Product MAC Address or serial number.
  • Configuration
  • Installation address
  • Site contact person control laws.

Provide access to servers, equipment, information, logs, infrastructure, and resources that are necessary for the delivery of the Service.

If third-party participation and cooperation is required in order for the End User to perform the End User responsibilities, End User shall be responsible for getting such participation and cooperation. End User shall provide written notice to RAY as soon as it becomes clear or there is reason to believe that End User will not meet any of the End User responsibilities.

Refrain from any use of any RAY support resources, except in support of a RAY Product under active support contract. Refrain from requesting any RMA in connection with a product that is not then a RAY Supported Product.

End User shall be responsible for any local/in-country government clearances, certificates relating to import of the Hardware.

Compliance with Laws; Export Requirements. End User shall comply with all applicable laws and regulations. End User acknowledges and agrees that it is not using any Product to support activities in support of development, manufacture, or use of nuclear fuel or weapons, missiles, or chemical or biological weapons. End User further covenants that it will immediately notify RAY if at any time such warranties and representation become no longer accurate as such time. Regardless of any disclosure made by End User to RAY of an ultimate destination of the Products, End User warrants that End User will not export, either directly or indirectly, any Products without first obtaining any and all necessary approvals from RAY. End User understands and agrees that certain restrictions on services described herein may be imposed by RAY in order to avoid violations of export control laws.

Scope

  • Services shall be delivered remotely from an authorized RAY location unless specified otherwise.
  • All service deliverables in this offering are available in English only unless otherwise specified by RAY.
  • RAY’s obligation to perform any particular Services hereunder is contingent upon RAY receiving from End User such cooperation, network access, consents, information, and materials that RAY may reasonably request to enable RAY’s proper and efficient performance of such Services and to enable RAY to do so in compliance with all applicable laws and regulations.

Eligibility for Warranty Coverage

  • Our Support Services are exclusively available to End Users who have acquired Ray Products directly from Ray or through Ray’s Authorized Resellers.
    The list of Authorized resellers is available on the Ray Website at Find a Partner – Ray Wi-Fi Reimagined
  • Ray Warranty can only be purchased with the purchase of the product. Any plan as per the convenience can be chosen. Renewal of the warranty should be done before or on the date of expiry. Once the warranty plan collapses it cannot be renewed.

Restrictions

No warranty will apply if the Covered Hardware or Software

  • has been altered, except by RAY;
  • has not been installed, operated, repaired, or maintained in accordance with instructions supplied by RAY in the enclosed documentation; or
  • has been subjected to unreasonable physical, thermal or electrical stress, misuse, negligence, or accident.
  • Has any problems directly or indirectly arising from Third-party devices, including hardware, software, cabling, cellular modems and similar components not supplied by RAY.
  • RAY Products that have incurred damage or alteration due to natural causes, including but not limited to incidents such as lightning strikes or thunderstorms.
  • that exhibit physical damage resulting from power outages, or exposure to water, excluding outdoor-rated RAY products designed to withstand typical weather conditions.
  • that exhibit internal damage resulting from power outages or power surges excluding outdoor-rated RAY products designed to withstand electrical surges.
  • on 4G or 5G Cellular Modules installed in RAY Products.
  • that were not acquired directly from RAY or an Authorized Reseller.
  • that have been installed by any party other than (A) RAY or (B) a party authorized by RAY.
  • that has problems relating to incompatibility of the Product with third-party devices;
  • has Problems with Products where Customer did not provide the required Product information; Problems caused by the misuse or abuse of Product generally;
  • Problems with Software that is not a Supported Release;
  • All Hardware within a Customer is not covered under same support level.

In addition, Covered Hardware or Software is not designed or intended for use in

  • the design, construction, operation or maintenance of any nuclear facility,
  • navigating or operating aircraft; or
  • operating life- support or life-critical medical equipment, and RAY disclaims any express or implied warranty of fitness for such uses. The customer is solely responsible for backing up its programs and data to protect against loss or corruption.

Furthermore, without prior notification, RAY is not responsible for modifying or terminating the JSP Portal accounts that belong to End User’s employees who change roles or resign from their positions.

End User may, at its sole option, request that RAY provide Support for one or more of the above excluded problems. If RAY does attempt to resolve one or more of the above excluded problems based on End User’s request, End User agrees to pay for such Support at RAY’ then-applicable rates for time and materials.

RAY warranty obligations do not include installation support.

Dead on Arrival (“DOA”)

For up to thirty (30) days from the Start Date, RAY will provide expedited replacement of affected field replaceable units of Covered Hardware that fail to operate within twenty-four (24) hours of initial installation. For purposes of this DOA policy, “fail to operate” shall mean a material failure to substantially perform in accordance with the Covered Hardware’s technical specifications and shall not include cosmetic or other deficiencies that do not materially affect Covered Hardware performance. A new field replaceable unit will be shipped from RAYs’ manufacturing facilities within two (2) business days of RAYs’ receipt and validation of customer’s notification of an inoperative unit. Notification must be sent by customer via online procedures set forth below. Defective Covered Hardware must be returned within ten (10) days of failure, or RAY will charge a surcharge fee for the non-returned item. Customers should allow for additional transit time due to international customs clearance.

Replacing Defective Hardware Products

In the event of a hardware failure, contact RAY to obtain a Return Material Authorization (RMA) number. If you have a valid Hardware Warranty, then RAY will provide replacement part(s) to you in accordance with the Hardware Replacement Support Plan. The replacement part may be refurbished or substituted with similar products at the option of RAY. RAY cannot guarantee new replacement units be shipped against RMAs.

All returned material must have a valid RAY RMA number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA number is issued. RAY reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight. The RMA Returns Policy requires customers to return the defective parts to RAY within 10 business days of receipt of the replacement unit, or RAY will charge a surcharge fee for the non-returned item.

When requesting an RMA, be prepared to provide the following information:

  • Product model number for the defective hardware
  • Product serial number for the defective hardware
  • System serial number of the base unit
  • Description of failure and troubleshooting performed to isolate cause
  • Customer ship-to address
  • Contact name
  • Contact phone, fax, and e-mail

RMA Process

If the TSE determines that an End User’s Hardware Product is defective and is eligible for replacement, the TSE will initiate the process for creating an RMA. The RMA is dispatched directly to the End User who will receive instructions and status on the RMA via e-mail.

RMA Shipment Preparation

  • All units and components should be shipped as received.
  • Packaging should be done in the product box along with the necessary padding to protect the components inside the box before sealing it. A carton should be used for packing to avoid damage.
  • In case of receiving a damaged product due to lack of packaging, client shall be charged for damage.
  • Along with the shipping address RMA number and ticket number needs to be addressed on the box.
  • Kindly keep an update with tracking of the package

RMA Process

India

Ray Pte. Ltd.

C/O Ductus Technologies Private Limited

382, Pace City-II, Sector-37

Gurgaon, 122001

Haryana, India

GSTIN/UIN: 06AADCI6061R2Z2

Rahul Kumar: +91 7834857910

#RMA Number: XXXX

China

Ray Pte. Ltd.

Nantong Nbc Juan Win Far Chemical Co., Ltd.

Room 309, No 69 Eastern Youth Road

Chongchuan District,

Nantong City, Nantong Jiangsu, China

Postal Code: 226300

JUAN HUANG

Direct Line: +86-18651314169

#RMA Number: XXXX

Returns not Received

The End User is granted a period of ten (10) business days starting from the date of receipt of the replacement unit to initiate the return of the defective Hardware Product through an RMA. Beyond this 10-day window, Ray reserves the discretion to impose a charge on the End User equivalent to the original purchase price of the unrecovered defective unit.

This notice is explicitly included in the RMA confirmation provided to the End User on the issuance date. “Not received” RMAs can manifest in the following scenarios:

  • The return is received after 10 days from the receipt of the replacement unit and is subsequently processed in the standard manner by the Ray RMA repair and return department.
  • The End User decides against returning the equipment, resulting in the cancellation of the RMA when the End User issues a purchase order for the specified equipment.

Disclaimer

The service levels outlined in this document represent the targets and objectives that Ray consistently strives to achieve when delivering Support Services to End Users. However, it is important to note that any failure to meet one or more of these service levels shall not impose any liability on the part of Ray. Furthermore, it does not grant End Users the right to claim credits or withhold payment from Ray.

Ray explicitly disclaims any form of warranty, whether implied or statutory. This disclaimer encompasses, but is not limited to, warranties related to product fitness, merchantability, usage in trade practices, title, or noninfringement. It is important to acknowledge that Ray does not warrant that the embedded software or hardware is free from errors or that the buyer will encounter no operational issues while using the product.

Disclaimer

EXCEPT AS EXPRESSLY SET FORTH ABOVE, RAY MAKES NO REPRESENTATION OR WARRANTY OF ANY KIND, EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE OR NONINFRINGEMENT, OR WARRANTIES OR OBLIGATIONS ARISING FROM A COURSE OF DEALING, USAGE OR TRADE PRACTICE. FURTHER, RAY DOES NOT WARRANT THAT THE SOFTWARE IS ERROR FREE OR THAT BUYER WILL BE ABLE TO OPERATE THE SOFTWARE WITHOUT PROBLEMS OR INTERRUPTION.

Limitation of Liability

TO THE FULLEST EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL RAY OR ITS AFFILIATES OR SUPPLIERS BE LIABLE FOR ANY LOSS OF USE, INTERRUPTION OF BUSINESS, LOST PROFITS, OR LOST DATA, OR INDIRECT, SPECIAL, HYBRID, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE, EVEN IF RAY OR ITS AFFILIATE OR SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE, AND WHETHER OR NOT ANY REMEDY PROVIDED SHOULD FAIL OF ITS ESSENTIAL PURPOSE. THE TOTAL CUMULATIVE LIABILITY TO CUSTOMER, FROM ALL CAUSES OF ACTION AND ALL THEORIES OF LIABILITY, WILL BE LIMITED TO AND WILL NOT EXCEED THE HARDWARE PURCHASE PRICE OF THE PRODUCT PAID BY CUSTOMER. IN ADDITION, RAY SHALL NOT BE LIABLE FOR CUSTOMER’S OR ANY THIRD PARTY’S SOFTWARE, FIRMWARE, INFORMATION, OR MEMORY DATA CONTAINED IN, SORTED ON, OR INTEGRATED WITH ANY PRODUCT RETURNED TO RAY, WHETHER UNDER WARRANTY OR NOT.