1.1.1 Prior to receiving return-to-depot service, Customer must contact Silicon Mechanics Support for initial remote troubleshooting and assignment of a support ticket number.
1.1.2 In the event that Silicon Mechanics Support is unable to resolve outstanding technical issues through the remote troubleshooting process, Silicon Mechanics’ Standard Limited Warranty service covers return-to-depot repair. Silicon Mechanics will utilize return-to-depot repair to resolve hardware issues by either attempting to replicate the problem or replacing defective hardware and resetting factory defaults.
1.1.3 The Customer is responsible for properly shipping the system to Silicon Mechanics’ Bothell, Washington facility at Customer’s risk and expense. Shipping instructions are available upon request from Silicon Mechanics Support. Upon Customer request, Expanded Services, including onsite service at Customer’s premises, may be quoted for an additional charge.
1.1.4 Return-to-Depot Service requires the Customer to ship the system to our integration facility in Bothell, Washington at Customer’s risk and expense.
1.1.5 Silicon Mechanics will use commercially reasonable efforts to repair the system in a reasonable amount of time.