Warranties
All our products are offered with
at least a one-year warranty. This warranty covers problems with the
product itself. If you find that a product is not functioning as it
should, please contact us immediately. We will work with the manufacturer
to resolve the problem for you.
There are a few exceptions
to the one-year warranty rule.
- BioSemi ActiveTwo
systems are provided with a three-year warranty on the acquisition software
and hardware, excluding the active electrodes and cables, which are warranted
for one year.
- As of February, 2003
BrainProducts is providing BrainAmp amplifiers with a three-year warranty.
- Electrodes and head
caps are provided with a 90 day warranty on materials and workmanship.
- Consumable supplies
are warranted for 30 days.
Service Level Agreements
Support above-and-beyond
warranty related issues is offered in the form of Service Level Agreements. If there are no specific problems
with the product, then the type of support you are looking for would be covered
under a Service Level Agreement (SLA). As implied by the name, differing
"levels" of service are offered, and you can choose the level of support that
best suits you. SLAs offer technical support coverage over-and-above the
basic product warranty, and they are priced accordingly. SLAs are offered
on most products, so this is an important option to consider at the point of
purchase. Although it is usually better to purchase the SLA up-front, if
you realize after you have received a product that you will need a higher level
of support, it is possible to purchase an SLA after-the-fact. Two SLA
options are available:
-
Level 1 / Distance Support
- This SLA offers support for up to 10 incidents with a specific product by
telephone, fax or e-mail. An incident is classified as a question
concerning a specific function of a given product. We expect most of
these incidents to be of the "how do I use this product to achieve the
following" ilk. A Level 1 SLA also includes parts, labor and one-way
shipping for repairs on covered products.
-
Level 2 / On-Site Support -
This SLA offers unlimited distance support incidents plus on-site support for
up to 2 incidents. A Level 2 SLA also includes parts, labor and one-way
shipping for repairs on covered products. As a further safeguard, a
Level 2 SLA also includes an annual on-site preventative maintenance visit.
Please
contact us if you would like
to purchase an SLA or if you have any questions about a product warranty.
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