SERVICES & SUPPORT

Special Onsite Technical Support (SOTS) Guidelines of the company

• The customer is entitled to avail special onsite technical support from Lanzone as per the Special Onsite Technical Support Guidelines laid down by Lanzone
. • The need for Special Onsite Technical Support would be mutually assessed and agreed upon between Lanzone and the customer (including replacement option)
• The customer agrees to the terms and conditions laid down in the Special Onsite Technical Support Guidelines
. • Lanzone agrees to fulfill the agreed upon deliverables of its Special Onsite Technical Support
.

Pre-requisites to avail Special Onsite Technical Support from Lanzone • The Partner must dedicate minimum one engineer with the required networking hands-on exposure / experience (say a CCNA)
. • The customer (end-user) must dedicate one engineer (CCNA to say), who would undergo training on Lanzone products and would be the Single-point contact of addressing any technical support issue that may arise out of Lanzone products
.

Deliverables • Lanzone would handle installation of its products and/or trouble-shoot the reported issue that has arisen out of a particular unit / product
. • Lanzone would recommend any network changes / upgrades that need to be undertaken by the customer to address the reported issue
. • Lanzone would train the Partner engineer and Customer engineer at the customer premises on the installation and maintenance of the Lanzone products bought
. • Lanzone further agrees to train the Partner engineer and Customer engineer on Trouble shooting tips, general technical issues concerning the said products and ways of addressing the same
.

Support Costs • Technical Support (Training on Installation, Trouble shooting tips etc) would be rendered absolutely free
. • Lanzone would charge an amount of Rs.5000/day of Post Sales Executive's (PSE) visit to the customer place. Half-day would be charged at Rs.3000 (when the PSE travels out of his territory)
.

1.0 ACTIVE WARRANTY POLICY

From the date of sale, all qualified Lanzone products are covered by maximum 3 years carry-in warranty against manufacturing defects and workmanship under normal use.

2.0 UNITS THAT ARE QUALIFIED FOR ONE YEAR CARRY IN WARRANTY

The following Lanzone units are qualified for 1 year carry in warranty: • Lanzone modems • Lanzone CCTV and IP Surveillance • Lanzone Power supplies • Lanzone Media converters

3.0 SCOPE & DURATION OF WARRANTY:

Lanzone warrants the above products purchased hereunder against defects in material and workmanship under normal use and service for a period of one years from date of sale by Lanzone.

Lanzone at its option will at no charge, either repair or replace, any Unit during the carry-in warranty period, provided it is returned in accordance with the terms of this warranty to any of the Lanzone Authorized Distributors or to any of Lanzone Authorized Service Centre

If any Unit is found not working within a maximum of 30 days from Lanzone invoice date. such Units can be exchanged with a new Unit within these 30 days.

If a Unit is announced for technological obsolescence, Lanzone will attempt to replace it with a functionally close equivalent. This decision is absolutely at Lanzone discretion. In any case, no monetary benefit will be rewarded or can be claimed by the customer

4.0 UNITS RETURNED FOR REPAIR WITHIN THE ONE YEAR WARRANTY PERIOD:

Above Lanzone products returned within 1 year, from the date of purchase (Lanzone invoice date) sent to Lanzone Authorised Service Center for service warranty.

• If a customer hands over the faulty Unit to the service center, it will attempt to repair the Unit and handover the repaired Unit back to the customer.
• Lanzone will pay the to & fro freight charges but bill one-way freight charges to the customer.
• Alternately, the customer may send the faulty Unit on freight prepaid basis to the Lanzone Service Center. Lanzone will repair and send back the repaired Unit directly to the customer. The return freight charges will be borne by Lanzone.

The time for return of serviced Units will be seven plus one working days (7 days for servicing + 1 day for testing) plus the actual two-way transportation time.

5.0 SERVICES FOR UNITS AFTER THE WARRANTY PERIOD IS OVER:

Service of CCTV cameras after the warranty period of 1 year would cover the following categories:

• Burnt Units
• Units with non-manufacturing defects.
• Mishandled Units

The customer can either send the Unit directly for repair to the Lanzone Authorised Service Center, Chennai on a freight prepaid basis. Lanzone will attempt to repair the Unit at a cost.

Lanzone Authorised Service Center will analyze the extent of damage and send the estimate for repair charges to the customer. If the customer agrees to pay the charges, Lanzone will take up the Unit for repairs after receiving the advance payment by DD from the customer. After repair, the Unit will be sent to the customer directly from Lanzone Authorised Service Centre on a freight to-pay basis. If repair is not possible, the Unit would be returned in the same condition on freight to-pay basis. The Lanzone Authorised Service Center will co-ordinate with the customer for delivering the repaired Unit. The Unit will be returned to the Customer, if customer consent is not received in writing for the cost estimate within a maximum of 10 working days.

6.0 WARRANTY DOES NOT COVER:

• Warranty is applicable only against manufacturing defects and workmanship under normal use. Burnt components or PCBs are not categorized under manufacturing defects. These are susceptible to burn-outs due to high incoming voltage .
• Defects or damages to the Units resulting from use of Units in an operating environment other than as specified in the User Manual.
• Defects or damages resulting from accidents, misuse or neglect or any natural calamities.
• Defects or damages from improper testing, operation, maintenance, installation, alteration, modification or adjustments.
• Breakage or damage to the Unit caused due to mishandling.
• Units dismantled or attempted to repair by unauthorized persons.
• Units that have had their serial numbers removed or tampered with.
• Defects or damages due to spill of food or liquid.
• All outer surfaces and all other externally exposed parts that are scratched or damaged due to customer’s abnormal use.

7.0 Passive Warranty policy

From the date of site certification by Lanzone, all Lanzone cabling installations will be covered by a maximum of 20 years warranty, against manufacturing defects under normal use.

The warranty is not applicable for components individually bought and the sites that are not certified by Lanzone.

8.0 JURISDICTION :

Any dispute shall be subject to exclusive jurisdiction of the courts in Chennai.

9.0 CONTACT DETAILS OF Lanzone:

Please refer our website www.Lanzone.in for the current updated address and contact phone nos.

Glossary of Networking Terms

Datasheets

Installation Manuals

Configuration Manuals

Catalogue

Firmware/Software

For Technical Assistance, please feel free to contact Lanzone directly provided our number listed in the website.

Else leave your contact details we will be in touch with you within 24 hrs from the time of submission of your contact details.