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Warranty Terms & Conditions

Infortrend provides a broad range of maintenance and technical support that helps you best utilize your investment and solve your storage and surveillance problems.

All Infortrend storage products are shipped with 3 years Infortrend limited standard warranty. Optional advanced services and warranties are available and vary by product family and region. You can contact your Infortrend sales representatives for more information.

This Warranty Policy shall be globally applicable and enforced in all countries. In the event that any terms of this Warranty Policy conflicts with local laws, local laws shall prevail.

Infortrend Limited Warranty and Repair Policy

This Limited Warranty applies ONLY to Infortrend-branded products, which include to the hardware components, software and required firmware provided by Infortrend.

This Limited Warranty DOES NOT include any non-Infortrend software applications or programs, non-Infortrend products, or non-Infortrend branded peripherals.

All non-Infortrend products or non-Infortrend branded peripherals external to the Infortrend hardware products are provided “AS IS” without Infortrend warranty. However, non-Infortrend manufacturers and suppliers, or publishers may provide their own warranties directly.

Infortrend is NOT responsible for any interoperability or compatibility issues that may arise when (1) products, software, or options not supported by Infortrend are used; (2) configurations not supported by Infortrend are used; (3) parts intended for one system are installed in another system of different make or model.

This Limited Warranty is NOT transferable and applies ONLY to direct customers who purchase product from Infortrend for resale. For end users or indirect customers, please contact your distributor for warranty services.

Customer shall be responsible to advise its customers/ end users regarding the interoperability/compatibility, supported or qualified hardware/software by Infortrend before installation and shall contact Infortrend sales representative if any assistance is needed.

Customer shall take full responsibility for files and data transferred, and to maintain all appropriate backup of files and data stored on our products. Infortrend will not be responsible for any data loss as a result of using or accessing Infortrend products.

  1. Hardware Limited Warranty
    1. 1.1 Regular Warranty

      For storage products, Infortrend warrants to the direct customer that Infortrend hardware products will be free from defects in material and workmanship for a period of three (3) years after delivery, excluding non-Infortrend product and software delivered with or as part of the Infortrend product. Batteries are covered under warranty for a two-year period. SSD (solid state drive) products have a warranty that expires at the earlier of (i) the time period specified at purchase, or (ii) when the use of the SSD exceeds the maximum TBW (Total Bytes Written) or endurance limit. Infortrend warrants the replacement or repaired parts, to be free from defects in material or workmanship for ninety (90) days or, for the remainder of the limited warranty period of the product they are replacing or in which they are installed, whichever is longer.

    2. 1.2 Out of Warranty

      Infortrend will repair or replace the defective storage; provided, however, that any such repair or replacement is contingent upon the availability of the required components. The customer shall pay the two-way shipping, packing, insurance, repair/replacement service fees and other costs, including necessary labor and parts.

      Customer shall ship defective products freight prepaid to Infortrend. Infortrend shall ship repaired products freight collect to the customer. If the customer has a pending delivery, the repaired products shall be shipped together with the customer's order. Otherwise, it will be shipped separately.

      Customer shall be responsible to advise its customers/ end users regarding the interoperability/compatibility, supported or qualified hardware/software by Infortrend before installation and shall contact Infortrend sales representative if any assistance is needed.

      All out-of-warranty products returned for repaired or replacement services, the repaired or replacement parts shall be warranted to be free from defects in material or workmanship for ninety (90) days from the repaired or replacement parts delivery by Infortrend.

    3. 1.3 Non-Warranty

      Infortrend reserves the right to inspect products returned from its customers in order to determine the cause of the problem. Infortrend shall return defective products that could not be repaired at no-charge, except for shipping costs. This warranty does not cover expendable or consumable parts and product problems related to the following:

      1. (1) Products damaged during shipping due to insufficient or improper packaging.
      2. (2) Damage caused by force majeure (such as fire, flood, war, earthquake, snowstorm, etc.)
      3. (3) Damage caused by normal wear of parts, scratches, surface rust or deterioration, improper use, improper storage, improper testing, negligent use of improper voltage or current, accidental damage, abnormal or unusual use, use of unauthorized accessories or modules, use contrary to the operating instructions, improper operating temperature/environment, or lack of regular maintenance.
      4. (4) Product repaired, dismantled, or altered by unauthorized technical personnel.
      5. (5) Damage caused by computer viruses.
      6. (6) Removed warranty seals or serial number stickers which void our warranty.
      7. (7) SSD (solid state drive) reaching its maximum lifespan as indicated by warning messages on the system.

      For hard disk drive, the following conditions void the product warranty:

      1. (1) Clear external damage to the disk drive
        - Abnormal substances on the surface of the disk drive (e.g. adhesives, oil, etc.)
        - Damage to the exterior casing
        - Any dents on the exterior casing
        - Missing parts (e.g. screws)
        - Damage to the original vendor labels
        - Damage to breather holes
      2. (2) The warranty is voided if there are labels, which do not belong to the original vendor, on any of the following locations:
        - Breather holes and air vents
        - Any location on the PCBA
        - Serial number, part number
        - On any location where these labels cover product information of the original vendor
    4. 1.4 Optional Extended Warranty

      In addition to the periods set forth in the Regular Warranty, Infortrend offers an Optional Extended Warranty that extends the warranty period for the product an additional two (2) years for storage. Customers may elect to purchase the Optional Extended Warranty at the time of sale or within the regular warranty period. For more detailed information, please contact your local representatives.

  2. How to Return Material for Repair
    1. 2.1 Return Material for Repair

      The customer requests a Return Material Authorization (RMA) number by logging into Infortrend Service Request to issue the ticket online, describe the problem and provide Unit Serial Number to be verified.

      RMA requests for one or more items of the same model or items of the same model with a similar problem should be submitted separately, with the requests numbered in consecutive order.

    2. 2.2 Infortrend issues an RMA number to the customer upon approval.
    3. 2.3 Once the customer receives the RMA number, a copy of the RMA form is packed together with the product and shipped to service locations.
    4. 2.4 The defective products must be shipped to Infortrend within thirty (30) days from the issuance of the RMA. Shipping documents should be immediately sent to the Infortrend's sales person or sales assistant in charge of the customer's account. Failure to ship within thirty (30) days automatically voids the RMA.
    5. 2.5 Returned items must be packed properly and safely, preferably in the original packaging. The RMA number should be marked clearly on the outside of the package. Infortrend is not responsible for any damage or loss during transportation due to improper packaging.
    6. 2.6 Infortrend strongly suggests that the customer first contacts Infortrend's technical support or sales department for an initial analysis of possible causes and solutions for any encountered problems before returning product for repair.
    Note: that customers shall bear the shipping costs (subject to Section 4 below) if no defects are found in the returned products.
  3. Grounds for Refusing Returned Materials

    If any of the following conditions exist, the returned products may be rejected by Infortrend's RMA department and returned to the customer at the customer's expense:

    1. (1) No RMA number was issued.
    2. (2) Late return of defective products.
    3. (3) Contents of the package do not match the RMA issued.
    4. (4) Returned products are missing components (such as ICs, resistors, capacitors, etc.).
    5. (5) Failure to ship products according to the agreed method of shipping.
    6. (6) Failure to obtain customer's approval for the repair charge of defective non-warranty product.
  4. Repair Charges

    Infortrend shall inform the customer of the repair cost in advance. Repair charges may be included with the customer's next purchase order or paid separately. Customers should request the repair charge from sales person or sales assistant in charge of their account.

  5. Summary of Hardware Product Warranty Policy
    Regular Warranty Out of Warranty Non-Warranty Optional Extended Warranty
    Warranty Period 3 years - - Up to 2 years
    Cost of Shipping Returned to Infortrend Paid by customer Paid by customer Paid by customer Paid by customer
    Returned to Customer Paid by Infortrend Paid by customer Paid by customer Paid by Infortrend
    Repair or Replacement Repair or replacement Repair or return Repair or return Repair or replacement
  6. Restrictions on Use of Products

    The products sold by Infortrend are solely designed for general commercial use and are not intended or authorized for use with application, including, without limitation, any medical, nuclear facilities, or direct life support machine, in which failure of the products would lead to death, bodily injury or catastrophic property damage.

  7. Software Limited Warranty
    1. 7.1 Infortrend warrants that for a period of 90 days of delivery to customer (a) the media on which the software is furnished by Infortrend will be free of defects in materials and workmanship under normal use; and (b) the software substantially conforms to its published specifications.
    2. 7.2 Infortrend may offer technical support for the software it furnished by telephone, e-mail, facsimile, or the web, including (1) answering installation questions; (2) setting up and configuring software and options; (3) interpreting system error messages; or (4) isolating system problems, but not including (1) diagnose user-generated program or source code; (2) installation the software with non-Infortrend products; or (3) system optimizations, customization and network configuration; provided however that, if the hardware product used in conjunction with the software has been discontinued (EOL), the applicable support shall then end from the date of EOL. For out of warranty products, please contact your local representative to check for availability and pricing.
    3. 7.3 While requesting technical support, customer shall provide with a report form, containing the necessary information, as applicable, such as (1) product name and version, (2) model name and serial number, (3) error message, and (4) operating system.
    4. 7.4 Infortrend may make available new software updates and software upgrades upon the release of the product general availability date. Infortrend will provide access to these new software releases from the software download section of our website or through our service partners.
    5. 7.5 To enable Infortrend to provide system support and operation, customer will be required to use the software only in certified compatible Infortrend product.
    6. 7.6 For hardware/ software compatibility, and the update/ upgrade code, please enquire your sales representative.
    7. 7.7 This software limited warranty extends only to the original licensee of the software. Except for the foregoing, the software is provided AS IS.
    8. 7.8 Customer’s sole and exclusive remedy and the entire liability of Infortrend under this software limited warranty will be, at Infortrend’s option, repair or replacement. In no event does Infortrend warrant that the software is error free or that customer will be able to operate the software without problems or interruptions. Further, this warranty does not apply if the software (a) has been altered, except by Infortrend or its authorized representative, (b) has not been installed, operated, repaired, or maintained in accordance with instructions supplied by Infortrend, (c) has been subjected to abnormal physical or electrical stress, misuse, negligence, or accident; or (d) is supplied, for beta, evaluation, testing or demonstration purposes.
  8. Warranty Disclaimer

    EXCEPT FOR THE EXPRESS WARRANTY SET FORTH HEREIN, INFORTREND MAKES NO OTHER WARRANTIES OR GUARANTEES REGARDING THE PRODUCT, WHETHER EXPRESS, ORAL, IMPLIED, STATUTORY, ARISING BY OPERATION OF LAW, OR AS A RESULT OF USAGE OF TRADE, COURSE OF DEALING, OR COURSE OF PERFORMANCE. INFORTREND HEREBY EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OR WARRANTIES OTHERWISE ARISING BY OPERATION OF LAW, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE WITH RESPECT TO THE PRODUCT AND ANY OTHER MATERIALS AND SERVICES, AND WITH RESPECT TO THE USE OF ANY OF THE FOREGOING.

    INFORTREND WILL NOT BE RESPONSIBLE FOR ANY DATA LOSS RESULTING FROM ANY OF OUR PRODUCTS OR SERVICES, EITHER DIRECTLY OR INDIRECTLY, INTENTIONAL OR AS AN UNINTENTIONAL CONSEQUENCE OF OUR PRODUCTS OR SERVICES.

    THE REMEDIES STATED IN THIS DOCUMENT CONSTITUTE THE CUSTOMER'S EXCLUSIVE REMEDIES AND INFORTREND'S SOLE LIABILITY FOR BREACH OF THE LIMITED WARRANTIES SET FORTH HEREIN.

  9. Limitation of Liability

    IN NO EVENT SHALL INFORTREND'S TOTAL, CUMULATIVE LIABILITY ARISING FROM THE SALE, USE AND DISPOSITION OF THE PRODUCT EXCEED THE AMOUNT OF ACTUAL DIRECT DAMAGES, UP TO THE CHARGES (IF RECURRING, 12 MONTHS' CHARGES APPLY) FOR THE PRODUCT THAT IS THE SUBJECT OF THE CLAIM.

    IN NO EVENT SHALL INFORTREND BE LIABLE TO CUSTOMER OR ANY THE OTHER FOR ANY PUNITIVE, INCIDENTAL, INDIRECT, CONSEQUENTIAL OR SPECIAL DAMAGES, INCLUDING LOSS OF PROFITS, INCURRED BY THAT PARTY, HOWEVER CAUSED AND UNDER ANY THEORY OF LIABILITY, WHETHER BASED IN CONTRACT, TORT (INCLUDING, WITHOUT LIMITATION, NEGLIGENCE OR PRODUCT LIABILITY) OR WARRANTY, IN CONNECTION WITH THE SALE, USE AND DISPOSITION OF THE PRODUCT, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

  10. Version Update

    Infortrend reserves the right to make adjustments and/or changes to this warranty policy from time to time without notice.

  11. Service

    Please call the numbers as detailed in Section 2.3 with any questions concerning Infortrend's warranty and repair policy.