Koi Computers’ systems are shipped with our KOICARES Standard 3-Year Limited Warranty. We are dedicated to providing our customers with outstanding and satisfactory support services.
Koi Computers’ systems are shipped with our KOICARES Standard 3-Year Limited Warranty which begins from the original system invoice date. It provides limited warranty and covers components that fail due to manufacturing defects in materials and workmanship. We also offer additional warranty options such KOICARES ADVANCED or KOICARES NBD (8 x 5) which can be purchased with the original system purchase. To determine the length of warranty that came with your system, please refer to your packing slip or invoice.
|Support Level||Service Level Agreement||Length of Warranty|
|Koicares Standard||Parts Replacement or Return for Repair||3 Years (4th and 5th year optional)|
|Koicares Advanced||Advanced Parts Replacement or Return for Repair||3 Years (4th and 5th year optional)|
|Koicares NBD (8×5)||8 X 5 Next Business Day On-Site Services||3 Years (4th and 5th year optional)|
Excluded from warranty coverage are acts of nature, such as electrical storms, floods, fire, etc., acts of war and terrorism, criminal acts, and other customer damage and negligence.
All computer systems from Koi Computers are custom configured systems and are not eligible to be returned for credit. Systems can only be returned for warranty replacement or warranty repair.
All computer systems sold shall be deemed accepted by Customer unless (a) within 10 calendar days from invoice date, the Customer notifies Koi Computers in writing that the system(s) are defective; OR (b) the Federal Government has specified a specific Acceptance Testing Criteria and period. During this period, advanced replacement part(s) will be rushed to Customer to replace the defective part(s).
Customers are responsible to refuse all packages that arrive damaged. Customers need to notify Koi Computers within 24 hours from the delivery date if a computer system was delivered damaged and will need to provide pictures of the damaged packaging in order to obtain a RMA number. Customers take full responsibility for accepting any packages damaged during shipping.
During the Limited Warranty period, Koi Computers will provide product technical support. The scope of technical support consists of helping you diagnose and resolve problems with defects in computer systems integrated by us. Koi Computers will ONLY be able to provide technical support on OS installation to the original end user if the OS was purchased as part of the computer system from us. Koi Computers is not the manufacturer of the software or operating system and does not guarantee that software or operating system will be free from errors, either in isolation or in combination with hardware.
Koi Computers’ KOICARES STANDARD 3-Year Limited Warranty includes email and phone support, troubleshooting and return to depot repairs.
Prior to receiving return-to-depot service, Customer must contact Koi Computers for initial troubleshooting and an assignment of a RMA number as provided in Section 12 below.
In the event that Koi Computers’ Support is unable to resolve outstanding technical issues through the remote troubleshooting process, Koi Computers’ Standard Limited Warranty service covers return-to-depot repair. Koi Computers will utilize return-to-depot repair to resolve hardware issues by either attempting to replicate the problem or replacing defective hardware and resetting factory defaults.
The Customer is responsible for properly shipping the system to Koi Computers’ Downers Grove, Illinois facility at Customer’s risk and expense. Shipping instructions are available upon request from Koi Computers Support.
KOICARES ADVANCED Parts Replacement Warranty is not included in our Standard KOICARES 3-Year Limited Warranty but is an option that may be purchased at an additional cost. In the event that Koi Computers is unable to resolve outstanding technical issues through remote troubleshooting, Advanced Parts Replacement Warranty (if purchased) covers the cross‐shipping of components in the event that a component fails. All components and systems are shipped with limited 20‐calendar day (from ship date) return for advanced replacement on DOA parts and components. Advanced Parts Replacement Warranty must be purchased with the original system purchase, and will be indicated on your packing slip or invoice.
KOICARES ADVANCED Parts Replacement Warranty can be purchased at the time of system purchase and must coincide with the duration of the KOICARES STANDARD 3-Year Limited Warranty of the associated system. (For example: Customer may not purchase a 5-Year Advanced Parts Replacement Warranty with a 3-Year Standard Limited Warranty, but may purchase both a 5-year Advanced Replacement Warranty with a 5-year Standard Limited Warranty).
Koi Computers will make commercially reasonable efforts to cross-ship components covered under the KOICARES STANDARD 3-Year Limited Warranty and Advanced Parts Replacement Warranty. In the event that a component cannot be cross‐shipped, Koi Computers will work with Customer to identify an alternative.
Koi Computers is not responsible for part manufacturers’ delays and will use reasonable efforts to notify Customer if cross‐shipment of components will be delayed due to the manufacturer.
Replacements under the Advanced Parts Replacement Warranty may be delayed for specialized components (e.g., SED‐ or FIPS‐enabled hard drives, embedded CPUs, etc.).
All requests for Advanced Parts Replacement Warranty require an accompanying RMA number as provided by Section 12 below. This number will be generated by Koi Computers’ Support during the troubleshooting period.
All defective components that have been replaced with cross‐shipped parts must be returned to Koi Computers at customer’s cost and risk within 20 calendar days of the replacement parts being shipped. Components not received within this time limit will be invoiced to Customer according to the payment method on file. This invoice is not refundable. Prior to and as a condition of Koi Computers cross‐shipping replacement parts, Customer must provide a payment method that will be invoiced for parts not returned within the 20 calendar day return period.
Koi Computers will cross‐ship replacement parts using ground courier service. Options for faster shipping may be available at Customer’s request for an additional charge.
KOICARES NBD provides Next Business Day On-Site Warranty which can be purchased in addition to the KOICARES STANDARD Limited Warranty and can be added at the time of purchase of the associated system. Next Business Day On-Site Warranty consists of on-site parts replacement at the Customer’s premise. A technician will be dispatched to replace any defective components that are covered under the service agreement. Koi Computers will first conduct remote troubleshooting prior to dispatch in order to identify which components need to be replaced. Replacement parts must be present at the service location prior to dispatching an onsite technician.
Next Business Day On-Site Warranty includes on-site service and normal business hours phone support, which runs concurrently with the Standard Limited Warranty coverage term. On-site service can also be purchased on a pay-per-incident basis. At the time of service, the technician will need to have the full address of your system’s location and will need replacement parts onsite prior to arrival. A service technician will be dispatched to your location to service your system, according to your service level.
A third‐party service provider will be contracted by Koi Computers to provide the Next Business Day On-Site Warranty service at the Customer’s premises. The contracted service provider will provide warranty services based upon the service level and length of service you purchased from Koi Computers.
The service technician generally will be dispatched to arrive at your location for on-site service on the next business day; Monday through Friday, excluding holidays. If a request for on-site service is received after 3:00 p.m. CST, or for other reasons beyond Koi Computers’ reasonable control, the service technician may take an additional business day to arrive at your location.
All Next Business Day Warranty Support requests require a RMA Number generated by Koi Computers during the troubleshooting period.
Regular holidays include New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day, and other holidays adopted by Koi Computers from time to time. For on-site service, service is the next business day after the holiday.
Prior to requesting Next-Business Day On-Site Warranty service, the Customer must contact Koi Computers for initial troubleshooting and assignment of a RMA number.
Service area will be discussed at the time of purchase of your system(s). Customer must let the Koi Computers account manager know where the system will be physically deployed so that the proper service can be purchased. Customer also must promptly inform Koi Computers in writing of any change in the physical location of any system that is subject to the Next Business Day On-Site warranty. If the service location does not match the originally stated service area, the Next Business Day warranty services will be void (without a refund), or an additional change may be invoiced at the time of service.
The contracted service provider will schedule a time with Customer for onsite service. The technician will follow up prior to their arrival to confirm the visit. If Customer is unable to be present for the onsite service visit, Customer must contact the service technician in order to reschedule and avoid an additional or “missed call” service fee.
Customer must provide the service technician with access to your location and system(s). Customer must ensure that the service technician will have safe and well ventilated and illuminated working space, electricity, Internet connection, local telephone line, and any necessary security credentials prior to the service visit. If these requirements are not met, Koi Computers is not obligated to provide on-site support.
Koi Computers is not responsible for any loss of software or data during the diagnosis or repair process. It is the Customer’s responsibility to make a backup of the software and data on your system’s hard disk before sending the computer system or components in for repair.
Koi Computers may not be able to issue a RMA number without the information listed above.
Contact our technical support team via email: firstname.lastname@example.org or call (630) 627-8811 and provide the information above. Our support team is available Monday through Friday from 8:30 am CST to 5:00 CST, excluding holidays.
All components returned for credit or advanced replacement must be 100 percent complete; they must contain the original boxes and material (if available). Serial numbers and UPC stickers must be in place.
Do not send cables and manuals with the RMA. They may not be returned.
Products returned without a RMA number written on the shipping label will be refused.
Items returned as defective found not to be defective or found to be damaged will be returned to you. If that product was advanced replaced to you according to the limitations of its warranty, the product will be returned to you and the invoice for that product or the advanced replacement product will become due.
To help prevent damage in transit, it is suggested that the component or server be further protected with additional shipping materials. Items received damaged will be refused.
Koi Computers strongly recommends that you insure shipments to us or you accept the risk of loss or damage during the shipment.
Warranty coverage includes one way shipping for Koi Computers to return the replacement component or repaired system. Customer is responsible for the cost of shipping and returning the component or server to Koi Computers for RMA. Items with COD or freight collect charges will be refused.
All repaired or replacement RMAs are returned to Customer by our carrier of choice.
This Limited Warranty does not cover minor imperfections in units that meet design specifications or imperfections that do not materially alter functionality.