Warranty

For Hardware :

• Corrective maintenance of the Smart-i products shall be provided without any additional charge except physical damage or waterlogging or burned condition.
• We will provide support to Smart-i products like Controller, Reader, Biometric devices, etc. The other accessories like Connecting wire, Egress (if not supplied by Smart-i), Electro-Magnetic Lock (if not supplied by Smart-i) will not be in our scope of work. These accessories should be maintained by respective personnel.
• Free Hardware servicing shall be provided at Smart-i Service Centre and the Customer/ System Integrator (SI) should keep stock to provide stand-by in place of a faulty device.
• Data may be lost during the repairing process of the Smart-i product so the Customer/SI should download/transfer/backup the data of the faulty device before sending it to the Smart-i Service Centre. (we suggest running Device Service 24x7 to minimize loss of logs and to do regular download fingerprint templates from the biometric devices)
• One way Freight Cost in the scope of Customer/SI.
• Extended Warranty will not be applicable for physically damaged, miss handling & electrically burnt products.
• An extended warranty will be supported for four (4) years if the Extended Warranty is renewed every year. ∙An extended warranty is provided for products supplied and installed in India only.
• Site visits shall be provided for Mumbai, Ahmedabad, Delhi, Noida, Bangalore, Chennai & Hyderabad only if SI is not able to resolve the issue on their own (However visit will be on a chargeable basis). ∙ If a visit is required other than the above-mentioned cities then the ticketing, lodging, and boarding charges shall be bear by Customer/SI.
• Smart-i Extended Warranty covers only defects that arise as a result of the normal use of the product(also we are considering that all wiring connections between Smart-i products were done as per standard) and does not apply to
  1. Improper or Inadequate maintenance.
  2. Unauthorized modification or misuse or tampering
  3. Operation outside the products Specifications or use without designated primary protection
  4. Improper site preparation or maintenance
  5. Damages resulting due to natural calamities like floods, earthquakes, lightning, etc.

Smart-i does not take any responsibility for data loss in hardware due to the above-mentioned conditions.

Response and Resolution times shall be in accordance with the below table:

Call Type	Response Time	Resolution Time
Critical (Severity-3)	Immediate upon receipt of a complaint from Client	Within 4 working days of receipt of faulty device*
Major (Severity-2)	Immediate upon receipt of a complaint from Client	Within 6 working day of receipt of faulty device**
Minor (Severity-1)	Immediate upon receipt of a complaint from Client	Within 8 working day of receipt of faulty device***

* Transportation time is not included.

Response Time shall mean the time taken by the Service Provider to contact the Designated Officer of Client upon lodging the complaint.

Resolution Time shall mean the actual time taken by Service Provider to resolve the incident/problem or provide a workaround either remotely / on-site. The Resolution Time starts after the Service Provider Personnel reaches on-site (if a site visit is required) or remote access to the system by logging.

*Critical (Severity 3): A problem with a unit of the equipment that severely affects one or more major functionalities in the equipment which results in the material impact on a critical level or where users of various units of the equipment installed at the Customer’s Premises are concurrently facing loss or impairment of a major functionality of the Equipment (in each case as determined by Customer) and in either case no backup Equipment or reasonable workaround(s) are available.

**Major (Severity 2): A problem with a unit of the equipment that severely affects one or more major functionalities in the equipment which results in the material impact on a critical level or where users of various units of the equipment installed at the Customer’s Premises are concurrently facing loss or impairment of a major functionality of the Equipment (in each case as determined by Customer) however backup Equipment or reasonable workaround(s) is/are available.

***Minor (Severity 1): Problems that do not significantly impair the functioning of the equipment. These problems are minor problems that a user may face during system use.