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External Support Policies

This document describes the Technical Support department's policies and is divided into:

Customer Policies

Technical Support Services

Customer Rules

Upgrade Policies

Since all of Microplex's products now include flash, free network upgrades via TCP/IP are always available. All upgrade files and instructions can be found at Microplex's FTP site ("ftp.microplex.com:/support") and at the company Web site ("http://www.printserver.microplex.com/support/distrib").

Note:

The Web site only contains links to the very latest upgrade files whereas the FTP site contains a fuller selection of versions dating back several months.

Note:

TCP/IP network upgrades are performed using TFTP (Trivial File Transfer Protocol) or FTP (File Transfer Protocol) depending upon the product model. Each model's upgrade instructions ellaborate on this further.

Note:

If a network upgrade cannot be performed, new flash chips can be purchased from Microplex at a cost.

Return Policies

Warranty Description

Microplex warrants its products to be free from defects in workmanship and material for the duration of one year from the time of the original purchase date.

The product warranty does not:

Repair Steps

To obtain service under the product warranty, these steps must be taken:

  1. Contact Microplex Technical Support to rule out configuration errors.
  2. If the Support Technician cannot solve the problem and decides hardware is at fault, a Return Merchandise Authorization (RMA) number will be given.
  3. The defective product should be returned to Microplex for repair noting this RMA number on the box.

Note:

RMA numbers will not be given out unless a Microplex Support Technician has first had the chance to try and solve the problem remotely. Once thorough testing has been completed and hardware is ruled as the definite cause, an RMA number can then be given.

Note:

When returning a product for repair, these points must be remembered to ensure proper delivery and no additional costs to either party:

Note:
Please see Sample Commercial Invoice for an example reference.


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