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Warranty Information

Warranty Coverage and Limitations

The services provided by your warranty and the period of warranty coverage are determined by the Warranty Service Plan you purchased.

The Warranty Service Plan provides for the replacement of system components that fail due to manufacturing defects in materials and workmanship. Excluded from warranty coverage are acts of nature, such as electrical storms, floods, fire, etc.; acts of war and terrorism; criminal acts; and customer damage and negligence.

Under the terms of the service plan, you are responsible for providing our field service engineers with access to your system in a safe environment.

You are responsible for returning all original parts that have been replaced through your warranty. You are responsible for the replacement price of parts that are not returned and for those damaged during return shipment due to improper packaging. If returned parts are not received within 10 business days of the completion of the repair to your system, you will be invoiced for the parts replacement price plus an administration fee:10% of the parts replacement price or $25, whichever is greater. The parts delivered to your site at the initiation of service become your property after the returned parts are received, unencumbered by any lien.

If you have any questions about your Warranty Service Plan, please contact us at 1-800-922-9242.

System Warranty

All systems come with hardware warranties with lengths up to 3 years. You select the length of your warranty when you purchase the product. Aspen Systems does offer extended warranties before your warranty expires. For more information please contact sales at 1-800-922-9242.

Component Warranty

All components that fail due to manufacturing defects in materials and workmanship are covered up to 30 days by Aspen Systems. After 30 days all warranty-related issues are handled through the component's manufacturer.

If you have any questions about your warranty, please contact support at 1-800-922-9242.

How the Warranty Process Works

  1. Please initiate the process by calling our help desk at 1-800-922-9242 or by sending an email to
  2. We will contact you to diagnose your issue, set up the delivery of parts and dispatch field engineers to your site if yo selected an on-site warranty.
  3. You are responsible for the return of all unused and/or defective part(s). We include return shipping labels with parts that have been shipped to you. Please see the warranty information packet that comes with your system for more details on part return.

Software Warranty

Aspen Systems does not provide technical support for your software. If you ordered a system with an operating system installed, Aspen Systems will have installed all necessary drivers and updates before shipping your system. Please contact your software vendor for support.

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