©2017 Tangent, Inc. All rights reserved. Prices and specifications valid in U.S. only and subject to change without notice. Shipping and taxes are additional. Tangent and the Tangent logo are registered trademarks of Tangent, Inc. Other product names are for identification purposes only and may be trade names of their respective companies.
Limited Warranties, Return Merchandise Authorizations and Service Contract Options
Tangent Return Policy
For customers that purchased products directly from Tangent, customer may return defective or malfunctioning hardware products to Tangent up to 30 days from the date of invoice for refund. This refund will not include any shipping or handling charges. If the products were purchased from Tangent under a written agreement or contract with Tangent then the terms of the written agreement or contract may apply for the return of products. To return products, call Tangent Sales Support (1-800-342-9388) to receive a Credit Return Authorization Number. Products must be returned to Tangent in their original packaging or comparable, sufficient packaging. Customer may return software media for refund or credit only if the sealed package containing the media is unopened. Returned products must be in "as new" condition, and must be returned with all of the manuals, media, power cables, and other items originally included. Software licenses and keys that have been sent electronically to the customer are not eligible for return.
Standard Limited Warranty
THIS WARRANTY IS FOR THE ORIGINAL CUSTOMER AND IS NOT TRANSFERABLE.
Tangent warrants to the customer that the hardware system (not including software) will be free from defects in material and/or workmanship for the period of time of the warranty from the date of the invoice. This excludes external peripherals such as printers, mobile carts, scanners, UPS, etc., which are covered for 30 days. During the warranty period, Tangent will correct any defects in material or workmanship, or any failure of the hardware system to conform to written specifications. Warranty repairs will be performed at a designated Tangent Service Center. The customer is responsible for shipping costs when returning product for repair. Tangent will pay for shipping costs of product returning back to the customer. The customer is responsible for using original or comparable, sufficient packaging. Any replacement parts/products shall be new or serviceably used, and are warranted for the remainder of the original warranty or thirty (30) days from the date of the invoice, whichever is longer. This warranty period is not extended as a result of purchasing any additional parts/products from Tangent or upgrading a Tangent product. The customer must promptly notify Tangent if there is a defect in material or workmanship. Tangent must receive notice of all events before expiration of the warranty period.
Terms of Limited Warranties
Any claims under the Standard Limited Warranty must be made before the end of the applicable warranty period. During such period, Tangent will, at its option, repair or replace any part covered by the Limited Warranty which is determined by Tangent to be defective in materials or workmanship, or provide a credit or refund.
During the warranty period, Tangent will repair any defects in material or workmanship, or any failure of the hardware system to conform to written specifications. Warranty repairs will be performed at a designated Tangent Service Center.
Under no circumstances will Tangent be held liable for loss of, or damage to, data, or special, incidental, or indirect damages resulting from such data loss.
The customer is responsible for shipping costs when returning product for repair. Tangent will pay for shipping costs of product returning back to the customer. The customer is responsible for using the original or comparable, sufficient packaging material. Any replacement parts/products shall be new or serviceably used, and are warranted for the remainder of the original warranty or 30 days from the date of the invoice, whichever is longer. The warranty period is not extended as a result of purchasing any additional parts/products from Tangent or upgrading the purchased computer. The customer must promptly notify Tangent if there is a defect in material or workmanship. Tangent must receive notice of all service requests before the warranty period expires.
Tangent does not provide warranty or technical support for third-party products. Third-party software, peripheral and accessory products are supported by the warranties provided by the original manufacturer or publisher only.
Tangent reserves the right to substitute functionally equivalent new or factory certified used parts. Tangent's responsibility is limited to repair, replacement, credit, or refund, any of which may be selected by Tangent at its sole discretion.
The Standard Limited Warranty covers only hardware defects arising under normal use and does not include malfunctions or failures resulting from misuse, abuse, neglect, alteration, problems with electrical power, usage not in accordance with production instructions, use of incompatible devices or accessories, improper or insufficient ventilation, acts of nature or improper installation, repairs necessitated by software problems or repairs made by anyone other than Tangent authorized third-party service providers or purchaser with the assistance of technical support from Tangent.
Repairs and parts replacements due to software configuration and compatibility issues or hardware issues resulting from conditions other than normal use as defined above are billed at the standard rate of $175 per occurrence plus applicable parts cost charges. These fees must be paid prior to the return of the repaired unit.
Preventive maintenance, installation, de-installation or relocation services and operating supplies are not included.
Tangent makes no warranty whatsoever with respect to software included in any products sold by Tangent, and all software is sold as is and with any manufacturer faults.
EXCEPT AS SET FORTH HEREIN, TANGENT MAKES NO WARRANTIES, EXPRESSED OR IMPLIED, AND TANGENT DISCLAIMS ALL OTHER WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND CONFORMITY TO MODELS OR SAMPLES
The warranties set forth herein provide the customer specific legal rights. The customer may have other rights, which vary from state to state. In no event shall Tangent be liable for any indirect, special, incidental or consequential damages. No variation or exception in the terms stated herein can be made without the written authorization of Tangent These limited warranties apply only in the continental United States of America, Alaska, Hawaii, and the District of Columbia.
A refund as used above shall include the price paid by the customer less shipping and handling costs paid by Tangent, and do not include shipping costs and insurance paid by the customer.
Desktop / All-In-One (AIO) Warranty
Tangent Desktops and AIOs come with a Standard 1-Year Limited Warranty, which includes return to depot repair, at the sole discretion of Tangent. This system warranty includes the PC, monitor, keyboard and mouse. Other external peripherals such as printers, mobile carts, scanners, and UPS are covered for 30 days. If a defective part is one that is easily disconnected and reconnected (monitor, keyboard and mouse), the part will be sent and the customer will be responsible for installation.
Extended Advanced Exchange options are available as an Extended Service Contract.
Tangent Laptops and Notebooks come with a 1-year, return to depot warranty. This warranty includes the microprocessor and main memory but not external peripherals (which are covered for 30 days). Extended Labor and Parts Service contracts are available for a 2nd and 3rd year.
Non-Tangent Manufactured Products
Tangent provides a limited warranty on Non-Tangent Manufactured parts or peripherals purchased through Tangent. Tangent warranties these products for a period of thirty (30) days from date of invoice. After 30 days, warranties, if provided, are available from the original manufacturer.
TYCOON comes with a 1-year, return to depot warranty. If client wishes to return the unit for credit, it must meet the following criteria: The TYCOON must be returned complete in original package and in like-new condition within 30 days of the date of order.
Tangent Servers come with a 3-Year Limited Warranty, which includes Next Business Day Parts Replacement. Extended Limited Warranty Service and onsite contracts are available. Removable media is only covered for the 1st year of the warranty.
20-User and higher capacity Fujitsu Servers come with a 3-Year Limited Warranty, which includes Next Business Day Parts Replacement and Onsite Labor Service at the sole discretion of Fujitsu. 10-User Fujitsu Servers come with a 1-Year Limited Warranty, which includes Next Business Day Parts Replacement and Onsite Labor Service at the sole discretion of Fujitsu. VDI software provided with 1 or 3 year support contracts, which include support, maintenance, and updates from Tangent and Citrix. VDI endpoints come with a 1-Year Limited Warranty, which includes return to depot repair at the sole discretion of Tangent. Extended Limited Warranty Service contracts are available.
The DataCove appliance comes standard with a 1-Year Parts and Labor, Return to Depot Limited Warranty. The Limited Warranty requires defective part(s) to be returned to Tangent in advance of replacement part(s) being sent to customer. Customer may be required to send unit in for repair at the sole discretion of Tangent.
DataCove appliance warranty may be extended beyond the standard 1-Year Limited Warranty period with the purchase of DataCove Annual Updates. The DataCove appliance is warranted to be free from defects in material and/or workmanship for the same period of time as that of the DataCove Annual Updates purchased by customer.
DataCove software is a subscription service that requires the continued purchase of DataCove annual updates in order for the DataCove appliance to continue to index and archive incoming email. The appliance will stop archiving new incoming email in the event the annual updates are not purchased.
The WebHawk appliance comes standard with a 1-Year Parts and Labor, Return to Depot Limited Warranty. The Limited Warranty requires defective part(s) to be returned to Tangent in advance of replacement part(s) being sent to customer. Customer may be required to send unit in for repair at the sole discretion of Tangent.
WebHawk appliance warranty may be extended beyond the standard 1-Year Limited Warranty period with the purchase of WebHawk Annual Updates. The WebHawk appliance is warranted to be free from defects in material and/or workmanship for the same period of time as that of the WebHawk Annual Updates purchased by customer, up to a limit of 3 years.
Software Product License
The software is protected by copyright laws and international copyright treaties, as well as other intellectual property laws and treaties. The SOFTWARE is licensed, not sold.
Limitations of Reverse Engineering, Decompilation and Disassembly. You may not reverse engineer, decompile, or disassemble the SOFTWARE.
You may not rent or lease or lend the SOFTWARE.
You may permanently transfer all of your rights under this EULA, provided you retain no copies, you transfer all of the SOFTWARE (including all component parts, the media and printed materials, any upgrades, this EULA and, if applicable, the Certificate of Authenticity) along with the applicable DataCove Appliance, and the recipient must agree to the terms of this EULA. If the SOFTWARE portion is an upgrade, any transfer must include all prior versions of the SOFTWARE.
DISCLAIMER OF WARRANTIES. TANGENT AND ITS SUPPLIERS PROVIDE THE SOFTWARE "AS IS" AND WITH ALL FAULTS, AND HEREBY DISCLAIM ALL OTHER WARRANTIES AND CONDITIONS, EITHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO ANY (IF ANY) IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, OF FITNESS FOR A PARTICULAR PURPOSE, OF LACK OF VIRUSES, AND OF LACK OF NEGLIGENCE OR LACK OF WORKMANLIKE EFFORT. ALSO, THERE IS NO WARRANTY OR CONDITION OF TITLE, OF QUIET ENJOYMENT, OR OF NONINFRINGEMENT. THE ENTIRE RISK ARISING OUT OF THE USE OR PERFORMANCE OF THE SOFTWARE IS WITH YOU.
EXCLUSION OF ALL DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TANGENT OR ITS SUPPLIERS BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, DIRECT, INDIRECT, SPECIAL, PUNITIVE, OR OTHER DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR ANY INJURY TO PERSON OR PROPERTY, DAMAGES FOR LOSS OF PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, FOR LOSS OF PRIVACY FOR FAILURE TO MEET ANY DUTY INCLUDING OF GOOD FAITH OR OF REASONABLE CARE, FOR NEGLIGENCE, AND FOR ANY PECUNIARY OR OTHER LOSS WHATSOEVER) ARISING OUT OF OR IN ANY WAY RELATED TO THE USE OF OR INABILITY TO USE THE SOFTWARE, EVEN IF TANGENT OR ANY SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS EXCLUSION OF DAMAGES SHALL BE EFFECTIVE EVEN IF ANY REMEDY FAILS OF ITS ESSENTIAL PURPOSE.
LIMITATION AND RELEASE OF LIABILITY. The SOFTWARE was provided to you at no charge and Tangent has included in this EULA terms that disclaim all warranties and liability for the SOFTWARE. To the full extent allowed by law, YOU HEREBY RELEASE TANGENT AND ITS SUPPLIERS FROM ANY AND ALL LIABILITY ARISING FROM OR RELATED TO ALL CLAIMS CONCERNING THE SOFTWARE OR ITS USE. If you do not wish to accept the SOFTWARE under the terms of this EULA, do not launch or use the SOFTWARE. No refund will be made because the SOFTWARE was provided to you at no charge.
Obtaining Warranty Service
To obtain service under this warranty, contact Tangent Technical Support at 1-800-399-TECH (8324), or e-mail [email protected], or access support.
When you contact Tangent Technical Support, we will ask you to participate in some limited, phone-based troubleshooting to help identify the cause of the problem. Tangent's focus on remote troubleshooting can help minimize overall system downtime by remotely fixing the problem or enable us to identify and, if applicable, dispatch the right part (if necessary) - all in an effort to get your system up and running as fast as possible on the first call.
You will help the technician serve you better if you have your unit serial number, operating system version, and peripheral information. Tangent Tech Support can then access our database for your system history.
Let the technician know what error message you are receiving and when it occurs, as well as what steps you may have already taken to solve the problem.
If the problem cannot be resolved over the phone, a technician will either authorize replacement part(s) for Customer Self-Service (CSS) components such as hard drive/memory or the return of the full system to Tangent for repair. The customer is responsible for damage incurred when replacing CSS components, and for charges incurred for returning products to Tangent. Refer to the Terms of Limited Warranties section of this document for specific customer rights and responsibilities. A Customer Support representative will instruct the customer in the specific service details for each situation. The following is a list of information concerning equipment return:
The technician who authorizes the return of the equipment will issue a Return Merchandise Authorization (RMA) Number. This number must be clearly marked on the outside of each box returned to Tangent. Tangent's receiving department will refuse boxes without an RMA number clearly visible.
CSS replacement parts will be shipped, subject to availability, at Tangent's expense, via standard ground delivery service after customer obtains an RMA number. Expedited delivery service may be authorized at Tangent's discretion. Tangent shall not be responsible for failure of the delivery service to make on-time delivery. Tangent will strive to complete full system repairs within two to four weeks of receipt of the system subject to parts availability. Customers with Extended Advanced Exchange Contract will receive a replacement unit in advance of the repair.
The customer must return the defective product(s) to Tangent in the original box and packaging or comparable, sufficient packaging material with the RMA number clearly identified on the packaging. Unreturned replacement CSS components or a defective system from an Advanced Exchange are the financial responsibility of the customer. If the customer fails to return the defective part or system within ten 10 business days from the date the RMA number is obtained, customer is required to compensate Tangent by purchasing the unreturned parts or systems from Tangent. Failure to return defective parts within 10 days receipt of RMA number will result in denial of future part replacement, RMA services, On-Site services and self-maintainer services. Please retain the shipping information, including tracking numbers, until Tangent has credited the account. This will serve as proof of return. Please keep this information on file for the life of your system warranty.
Warranty service for return to depot repairs (not part of Advanced Exchange) will be honored for 30 days from creation of the RMA. If after 30 days the full system is not returned to Tangent for repairs, the RMA will be voided and a new RMA will need to be created.
BACK UP THE HARD DISK BEFORE RETURNING THE SYSTEM. TANGENT IS NOT RESPONSIBLE FOR LOSS OF DATA.
Include a brief note describing the conversations with Tangent personnel regarding the problem. Include the system serial number and order number. In case there are any questions, list the name and telephone number of the person directly responsible for maintaining the equipment.
Use the original box and packaging material or comparable, sufficient packaging material to protect the equipment during shipment. Do not include unnecessary items (such as software and manuals). Tangent assumes no responsibility for equipment damaged during shipment from customer to factory or from factory to customer, whether within or outside of the warranty period.
Use the following address for shipment unless instructed otherwise by a Tangent Technical Support Center representative:
191 Airport Blvd
Burlingame, CA 94010
Toll-Free Technical Hardware Support
PLEASE CALL 1-800-399-TECH (8324)
The Tangent toll-free support line will operate from 6:00 AM to 5:00 PM Pacific Time, Monday thru Friday, excluding Tangent authorized holidays. Tangent provides toll-free technical support for the life of the system, whether or not the system is currently under service contract. Most problems can be diagnosed over the phone and, if necessary, a replacement part may be quickly shipped or service arranged. Tangent does not, however, provide technical support for products purchased from third party vendors.
Parts Delivery and On-site Service
For calls resolved by Tangent Technical Support before 12:00 PM Pacific Time, if applicable and dependent upon part availability, customers should receive parts delivery within 1 to 5 business days. For calls resolved after 12:00 PM Pacific Time, the part may take additional business day for processing.
On-site service is available as an Extended Support Contract. Once the part is shipped, if appropriate, the on-site visit will be scheduled. When available, on-site service is provided by a Tangent or independent third-party service provider. If on-site service is not available in the customer's location, the customer will have the choice of either a) returning the unit to Tangent for repair or b) working with a Tangent technician over the phone to install the replacement material. A technician is dispatched, if necessary, pursuant to phone-based troubleshooting. If you or your authorized representative are not at the location when the service technician arrives, and therefore the system cannot be serviced, you may be charged for a follow-up service call.
Software Imaging Service
Software Imaging Service is available as an Extended Support Contract. Images can be pre-loaded onto a customer's hard drive. Tangent provides for installation and duplication of software only if the original software and licenses are provided to Tangent. Tangent will, if requested, maintain an image backup. The original software is returned to the customer. The image will then be used for installation on additional units.
Service Contract Options
Extended Service Contracts
Extended warranty service contracts may be entered into. If a warranty period has already elapsed, a recertification of the existing equipment may be necessary prior to execution of a service contract. Advanced Exchange, onsite services, and extended warranty services are offered.
At any time during your decision-making process, we invite you to contact us for rate/payment quotations and to discuss the various financing products that are available. This proactive pre-sale support allows you to take advantage of our experience in handling similar situations across the country, and enables us to advise you of approaches that others have successfully taken.