“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” means Ray products purchased on or after 1st January ,2021.
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 Hardware | Warranty Period | Remedy | Post Warranty Support |
---|---|---|---|
Edge Gateways | Purchased Warranty Period | Replace | Access to RAY helpdesk; bug fixes and updates (subscription required) |
Switch | 3 Years | Replace | Access to RAY helpdesk; bug fixes and updates |
Wi-Fi Access Points | Purchased Warranty Period | Replace | Access to RAY helpdesk; bug fixes and updates (subscription required) |
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:
These RAY products are covered and only for so long as such products have not reached End-of-Support (EOS).
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.
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.
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.
Product | India UAE Kenya | Bahrain Kuwait Oman Qatar Saudi Arabia Uganda | Rest Of the World |
---|---|---|---|
R6A-C | Next-Day Ship | Return-to-Factory | Return-to-Factory |
R6B-C | Next-Day Ship | Return-to-Factory | Return-to-Factory |
R6A-E | Return-to-Factory | Return-to-Factory | Return-to-Factory |
R6C-C | Return-to-Factory | Return-to-Factory | Return-to-Factory |
R6C-X | Return-to-Factory | Return-to-Factory | Return-to-Factory |
R6A-O | Next-Day Ship | Return-to-Factory | Return-to-Factory |
R6B-O | Return-to-Factory | Return-to-Factory | Return-to-Factory |
R6A-O Omni | Return-to-Factory | Return-to-Factory | Return-to-Factory |
R6B-O Omni | Return-to-Factory | Return-to-Factory | Return-to-Factory |
R6C-O | Return-to-Factory | Return-to-Factory | Return-to-Factory |
R6C-Y | Return-to-Factory | Return-to-Factory | Return-to-Factory |
Edge Nano V1 | Return-to-Factory | Return-to-Factory | Return-to-Factory |
Edge Nano V2 | Next-Day Ship | Return-to-Factory | Return-to-Factory |
Edge Atom (4G) | Next-Day Ship | Return-to-Factory | Return-to-Factory |
Edge Atom(5G) | Return-to-Factory | Return-to-Factory | Return-to-Factory |
Edge Micro (4G) | Next-Day Ship | Return-to-Factory | Return-to-Factory |
Edge Micro (5G) | Return-to-Factory | Return-to-Factory | Return-to-Factory |
Edge Mini | Return-to-Factory | Return-to-Factory | Return-to-Factory |
Edge Small | Return-to-Factory | Return-to-Factory | Return-to-Factory |
Edge Medium | Return-to-Factory | Return-to-Factory | Return-to-Factory |
Edge L series | Return-to-Factory | Return-to-Factory | Return-to-Factory |
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:
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.
No warranty will apply if the Covered Hardware or Software
In addition, Covered Hardware or Software is not designed or intended for use in
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.
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.
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:
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.
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
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
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 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.
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.
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.