Support
 
microcontroller
 

Warranty, Support & Maintenance

1.0  COVERAGE: All Raisonance products benefit from a “Raisonance Warranty” for one year after product purchase, which includes:

  • Repair of physical defects or malfunctions incurred under normal use conditions (see user manuals) during the period of coverage
  • Access to any relevant software and firmware upgrades during the period of coverage
  • Access to direct e-mail and telephone support during the period of coverage

 

1.1  EXTENSION: A paid, one-year Support and Maintenance Contract is offered to all customers of Raisonance products. This contract is an extension of the Raisonance Warranty and allows access to the same services listed above. When purchased, a new Support and Maintenance Contract takes effect after the expiration of the standard Raisonance Warranty period or the customer’s preceding Support and Maintenance Contract. Renewal is annual. The customer is notified 60 days prior to expiration of the Raisonance Warranty period or the preceding Support and Maintenance Contract by a price quotation from Raisonance. If the Support and Maintenance Contract is not entered into prior to the expiration of the Raisonance Warranty or the preceding Support and Maintenance Contract, Raisonance can offer the customer a new Support and Maintenance Contract.

 

1.2  MAINTENANCE: The Raisonance Warranty and Support and Maintenance Contract cover parts and labor for repairs necessitated by:

  • Product malfunctions related to errors in manufacturing or conception of the product
  • Product malfunctions occurring under normal operating conditions (See relevant product user manual)

Raisonance tools are designed for use in an office or laboratory environment. Damage occurring in any other environment is not covered by the Raisonance Warranty or Service and Maintenance Contract.

 

1.3 SOFTWARE UPGRADE: During the period of the Raisonance Warranty or a valid Support and Maintenance Contract, customers are provided access to any upgrades of their product software and firmware. Notification is via e-mail to the customer-designated end user. To ensure this service, the customer must provide Raisonance with the e-mail address of the end user of the product.

 

Customers who want to upgrade to the latest version of Software Tools, but are not covered by a Raisonance Warranty or valid Support and Maintenance Contract, can buy an Upgrade Package that includes the software and a one-year Raisonance Warranty. Raisonance will provide a price quotation upon request for such Upgrades. The user must demonstrate having bought a product by furnishing a valid product serial number. The above-outlined terms and conditions for the Raisonance Warranty and the Support and Maintenance Contract also apply to Upgrades.

 

1.4 DIRECT USER SUPPORT: During the period of the Raisonance Warranty or a valid Support and Maintenance Contract, customers benefit from direct support via telephone and e-mail during Raisonance office hours. The end user must provide the product serial number and an e-mail address with all support requests. Support requests should also state the user’s product software and hardware versions, where applicable. Raisonance will provide a response to the user request no later than the end of the next business day excepting French national holidays and bank holidays.

 

Telephone and e-mail support is provided during open business hours 8:30AM-6:30PM Central European Time, Monday through Friday, excepting French national holidays and bank holidays.