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. (See our list of extended warranty options.)
The Warranty Service Plan provides for the replacement of server/workstation 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 server or workstation 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 server or workstation, 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 678.835.6152.
All Aspen Systems Direct systems come with hardware warranties with lengths of 1-3 years. You select the length of your warranty when you purchase the product. Aspen Systems Direct does offer extended warranties before your warranty expires. For more information please contact customer service at 1.888.227.1286.
4-hour same-day support - Aspen Systems Direct will send a technician to your site within 4 hours after the support call diagnosis, assuming necessary parts are on site.
Next business day support - If a call is diagnosed before 3pm EST, an on-site technician will be sent to your site the next business day, assuming necessary parts are on site.
All components that fail due to manufacturing defects in materials and workmanship are covered up to 30 days by Aspen Systems Direct. After 30 days all warranty-related issues are handled through the component's manufacturer.
If you have any questions about your warranty, please contact customer service at 678.835.6152.
How the Warranty Process Works
Aspen Systems Direct does not provide technical support for your software. If you ordered a system with an operating system installed, Aspen Systems Direct will have installed all necessary drivers and updates before shipping your system. Please contact your software vendor for support.
Drivers and BIOS updates can be found on our Drivers & Downloads page.