Complete Care Terms and Conditions

March 2016

Terms and Conditions

 

Juniper Systems Complete Care service plans (Juniper Service Plans) provide additional coverage beyond the standard product manufacturer’s warranty for rugged handheld computer (Handheld) and other product models as specified (Product) such as some model handheld docking stations (Dock) which are manufactured by or for Juniper Systems Inc. (Juniper). This currently includes the following product models.

 

  • Mesa 2*
  • Allegro 2*
  • Archer 2*
  • A2 Ethernet Single and Multi Docks**
  • Mesa Rugged Notepad*
  • Allegro MX Field PC*
  • TK6000*
  • Archer Field PC*

 

* Including available HazLoc and/or OEM re-branded models (as available)

** Gold plan only

 

Juniper Service Plans are valid when the product is used in accordance with the published specifications for each model. Juniper Service Plans include standard product manufacturer’s warranty benefits, as outlined in the warranty terms of the product user guide (manual), along with the additional service benefits outlined in the following sections below. Standard warranty benefits may not be provided if the tamper evident VOID label indicating certified IP (Ingress Protection) seal area has been broken or is missing.

 

Juniper Service Plans can be purchased in one-year, three-year, and five-year increments, to a maximum of five years from the original manufacturing ship date of the Product. The benefits for the three-year and five-year plans begin from the original ship date of the Product and will remain in force for full-year increments for the number of years purchased (Term). The benefits for the one-year plan begin when the order is processed and end one year after the original warranty or a previous Juniper Service Plan expires, whichever is later. The three-year and five-year service plans are only available to purchase at the same time as the original physical Product purchase. Juniper Service Plans are purchased for individual Products referenced by a specific serial number or other pre-assigned unique identification. Renewals must be purchased before the existing warranty or Juniper Service Plan expires to prevent having to return the Product for a physical evaluation. The device to be renewed must be in a fully operable condition. When conditions exist that require repair, the device must be returned to have repair performed before the Service Plan goes into effect.

 

For a Product that is no longer covered by the original standard product manufacturer’s warranty or by a previous Juniper Service Plan, and the Product is not older than five years from its original manufacturing ship date, the Product must be submitted to a participating certified repair center (Repair Center) for physical evaluation to qualify for Juniper Service Plans. This evaluation, and any repairs that are required, will be billed at the standard hourly rate of the Repair Center. Contact Juniper Systems’ Customer Service Department for the nearest Repair Center in your area. The Product must have been used in accordance with the published specifications. If misuse, abuse, or fraud is suspected, Juniper reserves the right to decline services defined by these Juniper Service Plans.

 

A Handheld is defined as a serialized rugged handheld computer manufactured by Juniper consisting of: the outer enclosure, all components contained within the outer enclosure (with the exception of the removable battery and any user-removable media or user-removable function cards), and components installed by Juniper on the enclosure. The service plan benefits apply only to the Handheld itself and not to accessory items such as: battery packs, user-replaceable media and function cards, media containing the Handheld programs, desktop PC programs, owner's manual, or any other accessories.

 

A Dock is defined as a serialized rugged interface platform consisting of: the outer enclosure, all components contained within the outer enclosure, and components installed by Juniper on the enclosure. The service plan benefits apply only to the Dock itself and not to other accessory items such as: battery packs, external power supplies and cables, user-replaceable media and function cards, media containing programs, desktop PC programs, owner's manual, or any other accessories.

 

Juniper Complete Care Gold

 

During the Term of the Gold Service Plan, the following benefits are provided:

 

- Includes the standard product manufacturer’s warranty benefits throughout the Term of the Gold Service Plan.

- Three business day repair turnaround time (72 hours Monday through Friday, excluding holidays). Repair turnaround time does not include shipping to and from the Repair Center. Repair turnaround time begins the day the Product is received at the repair center and ends the day it is shipped from the repair center.

- For Handheld product, in the event that wearable parts fail during the course of normal operation, these parts will be replaced up to one time per year for each part. Wearable parts for Handheld include: touch screen, display backlight, keyboard switch matrix, keyboard overlay, connector (I/O) module (external cable ports), latches, hand straps, and connector protector ports cover. Batteries are excluded from this benefit. Normal wear and tear is defined as damage that naturally and inevitably occurs as a result of normal use. This benefit does not cover Product abuse, which is damage caused by use of the Product outside of its product manufacturer’s specifications.

- A 25% discount on all parts replaced that are not covered by the warranty or service plan benefit. Labor will be billed at the standard hourly rate of the participating repair center.

- Data recovery when catastrophic events or damage has occurred. In most cases, data recovery is likely but not guaranteed.

- Pre-paid (UPS Blue) two business day return shipping, or equivalent value for international delivery, after servicing is complete.

 

Juniper Complete Care Platinum

 

During the Term of the Juniper Platinum Service Plan (for Handheld product only), the following benefits are provided:

 

- Includes the standard product manufacturer’s warranty benefits throughout the Term of the Juniper Platinum Service Plan.

- One business day repair turnaround time. One business day is defined as 24-hours Monday through Friday (excluding holidays). Limitations include; 1) product(s) must be received at repair center by noon local time and 2) will include up to four handhelds per company per day. For example, if ten handhelds were received on our receiving dock before noon local time (from the same company and all with 1-day expedite service option), Juniper Systems will return all ten handhelds within three business days. When requested by the customer, Juniper Systems will return up to four handhelds per business day. If Juniper cannot meet this one-day turnaround time (as explained above), a loaner Handheld will be made available at the customer request. Repair turnaround time does not include shipping to and from the repair center. Repair turnaround time begins the day the Handheld is received at the repair center (when received by noon local time) and ends the day it is shipped from the repair center.

- In the event that wearable parts fail during the course of normal operation, these parts will be replaced up to one time per warranty / plan year for each part. Wearable parts include: touch screen, display backlight, keyboard switch matrix, keyboard overlay, connector (I/O) module (external cable ports), latches, hand straps, and connector protector ports cover. Batteries are excluded from this benefit. Normal wear and tear is defined as damage that naturally and inevitably occurs as a result of normal use. This benefit does not cover intentional Handheld abuse, which is intentional damage caused by use of the Handheld outside of its product manufacturer’s specifications.

- Replacement of accidentally damaged parts (excluding accessories). Accidental damage is defined as unintentional damage. Accidental damage coverage excludes misplaced, stolen, or lost Handhelds. When the damage is accidental, Juniper, at its discretion, will repair or replace the Handheld. Accidental coverage is limited to one incident per warranty / plan year during the Term defined by the service plan.

- A 50% discount on all parts replaced that are not covered by the warranty or service plan benefit. Labor will be billed at the standard hourly rate of the participating repair center.

- Data recovery when catastrophic events or damage has occurred. In most cases, data recovery is likely but not guaranteed.

- Pre-paid UPS Red overnight return shipping or equivalent value for international delivery, after servicing is complete.

- Handhelds with resistive touchscreens will receive two premium screen protectors for each purchased service plan year (supplied at time of order). For Handhelds with resistive touchscreens, not using or improperly maintaining screen protectors may potentially void the benefit that covers the costs to replace a damaged touchscreen.

- Handhelds with resistive touchscreens that are sent to participating repair centers will be returned with a new screen protector installed.

 

Platinum Service Loaner Handheld Terms

 

When a Handheld covered by Platinum Service needs to be returned for repair and the stated repair turnaround time cannot be met (as indicated by terms above), the customer may request a loaner Handheld. A loaner Handheld will be shipped within 24 hours of repair authorization. It is the customer's responsibility to ship the Handheld needing repair to the participating repair center, with all costs of shipment pre-paid, and to be received within three business days of the time the loaner handheld is received by the customer. After the customer receives the repaired or replaced Handheld, the loaner must be shipped back to Juniper Systems, with all costs of shipment pre-paid, to be received by the repair center within five business days. When applicable, customers shipping Handhelds from outside the U.S.A. are given three additional business days to pass the equipment through US Customs. There is a $25 (US) charge for each business day past these deadlines. Upon return of the loaned Handheld, it will be evaluated for abuse, damages due to improper installation and operation, and evidence that the equipment was operated outside the Handheld’s product manufacturer’s specifications. Any such damages are the responsibility of the customer and the customer will be charged accordingly. If the loaned equipment is not returned within 60 calendar days of the time the repaired equipment is returned to the customer, Juniper reserves the right to invoice for both penalty charges and the retail value of the loaner Handheld.

 

The Juniper Service Plan terms outlined above now apply to any specific Handhelds that currently have an active previous extended warranty service of a similar name (Gold or Platinum), replacing any previous terms. These terms may change without notice. Juniper reserves the right to cancel Juniper Service Plans at any time and will provide a cancellation notice.

 

How to Purchase

 

Order online at: www.junipersys.com/Juniper-Systems/support/Warranty

 

To order or request more information, contact:

 

Sales: sales@junipersys.com

Service: support@junipersys.com

Website: www.junipersys.com

Telephone: 435-753-1881