Several kinds of support and warranty options are available to TME customers for
custom products,
equipment, or prototypes, as well as standard
product designs or technology reports. All design,
procurement, assembly, and test data is periodically backed up and stored in a
safety deposit box to insure data redundancy at a remote location.
Custom products
or equipment and prototypes of standard product designs are typically purchased
in small quantities. TME usually does not procure extra
parts that are relatively expensive or readily available, unless required by the customer.
However, we always procure at least one extra set of all other parts used.
This practice insures that most parts are available to support a product well
past the warranty period. It also avoids significant purchase price increases for
stocking expensive spare parts and often makes it
possible to provide relatively short repair times.
In some cases, this reserve helps guard against part obsolescence on future
orders, which can occur in 1 to 5 years. TME general business
terms include customer acknowledgement that parts obsolescence may occur on future orders or non-warranty repairs, resulting in
the additional costs of a partial redesign.
Basic Support
 | Operating manual shipped with custom product or equipment or prototypes of
standard product designs |
| Unlimited free email support provided after delivery and for one year beyond the basic or extended warranty period |
| Limited free email and telephone support provided for simple inquiries thereafter |
Basic Warranty
| 1 year warranty included in price of all custom products and equipment sold |
| 3 month warranty included in price of all standard product prototypes sold |
| Return-to-TME with TME issued RMA number for free repair or replacement at
TME's discretion |
| Typical 3 to 5 day repair time upon request if needed, depending upon
expensive part availability if applicable |
| Free and unlimited warranted repair coverage, with the following
exclusions:
 | User accessible fiber optic connector damage (dirt, cracked face,
mating with wrong connector type, etc.) |
| Fiber optic component excessive power input damage via user accessible
fiber optic connectors |
| Microwave component ESD damage or excessive power damage via user
accessible microwave connectors |
| Physical damage, high use wear-out, accident, neglect, tampering, un-authorized alterations or repairs,
misuse, wrong connections, negligent handling or use, shock, electrostatic discharge,
or
operation in unusual environments |
|
| Free first shift phone-in support and unlimited email support, Monday through Friday, 9am to 5pm CST |
| TME does not warrant that delivered products or equipment will not fail |
| TME does not warrant third party software used in custom products or
equipment |
Extended Warranty
| Available for an additional 2 years when purchased within the basic warranty period |
| Typically costs 10% to 25% of the current sales price depending on product,
quoted on request |
| Return-to-TME for repair with TME issued RMA number |
| Typical 3 to 5 day repair time upon request if needed |
| Unlimited repair coverage, excepting limit of one fiber optic or microwave component replacement per year
with exclusions noted in basic warranty section |
| Free first shift phone-in support and unlimited email support, Monday through Friday, 9am to 5pm CST |
Non-Warranty Support
| Per-incident Return-to-TME for repair quoted with TME issued RMA number |
| Unlimited free email support provided after delivery and for one year beyond the basic or extended warranty period |
| Limited free email and telephone support provided for simple inquiries thereafter |
Other Support Options
Upon request, TME will provide a quote for any of the support options
listed below.
| On-site warranty repair or troubleshooting using a per diem plus expenses price |
| On-site training or installation using a per diem plus expenses price |
| Annual or per incident product calibration or verification service |
| 24/7 phone-in support |
| Product modification, upgrading, or conversion as needs change or obsolescence occurs |
| Read-only pdf file engineering documentation for long-term self support
past warranty period |
Standard product designs and technical reports are forms of intellectual
property, which is usually in the form of paper documents or electronic
files. Where prototypes are involved, support and warranty is available as
described in the previous
section. Intellectual property sold by TME is supported but is not
explicitly warranted.
Support
| Correcting significant typographic or drawing errors on delivered paper
documents and electronic files |
| Unlimited free email and telephone support provided for one year after
delivery |
| Limited free email and telephone support provided for simple inquiries thereafter |
Warranty
TME does not warrant delivered intellectual property, including accuracy,
completeness, timeliness, requested changes, etc. TME will correct any
such issues for free at its sole discretion.
Other Support Options
Upon request, TME will provide a quote for any of the support options
listed below.
| On-site manufacturing startup or troubleshooting using a per diem plus expenses price |
| 24/7 phone-in support |
| Intellectual property modification, upgrading, or conversion as needs change or obsolescence occurs |
|
Last modified: 23-Jan-2006