WARRANTY POLICY

1. WARRANTY COVERAGE

Products supplied by ExosysNetworks may carry a manufacturer's warranty according to the applicable OEM's warranty terms.

Warranty coverage may vary depending on:

• Product category
• OEM / Brand
• Product model
• Part number / SKU
• Serial number
• Country/region
• Warranty entitlement
• Date of purchase
• Warranty registration
• Support package purchased
• Applicable OEM policy

Customers should refer to the relevant product documentation or OEM warranty information for exact coverage.

2. OEM / MANUFACTURER WARRANTY

Unless specifically stated otherwise, product warranty is provided by the respective OEM or manufacturer.

Depending on the product, OEM warranty may include:

• Carry-in warranty
• Onsite warranty
• Depot warranty
• Parts replacement
• Hardware repair
• Product replacement
• Next Business Day support
• Limited hardware warranty
• Advanced replacement
• Other OEM support services

The exact service level is determined by the warranty entitlement attached to the product.

3. EXOSYSNETWORKS' ROLE

Where applicable, ExosysNetworks may assist customers with:

• Warranty verification
• OEM support registration
• Support ticket creation
• RMA coordination
• Distributor coordination
• Serial-number verification
• Product replacement coordination
• Technical troubleshooting
• Warranty escalation

Our role may be to facilitate communication between the customer, OEM, distributor and service centre.

Final warranty decisions may remain with the relevant OEM/manufacturer.

4. WARRANTY PERIOD

Warranty periods vary by product and OEM.

Typical IT products may carry warranty periods such as:

• 1 Year
• 2 Years
• 3 Years
• 5 Years
• Limited Lifetime Warranty
• Other OEM-defined periods

Customers should not assume a specific warranty period unless it is stated in the quotation, invoice, product documentation or OEM warranty portal.

5. WARRANTY START DATE

Depending on the OEM, warranty may begin from:

• OEM shipment date
• Distributor invoice date
• ExosysNetworks invoice date
• Customer purchase date
• Product registration date
• Product activation date

OEM systems may occasionally display a warranty start date based on manufacturing or distributor shipment information.

Where supported by the OEM, ExosysNetworks may assist customers in requesting correction of warranty entitlement using valid proof of purchase.

Final approval remains subject to OEM policy.

6. PRODUCTS COVERED

This Warranty Policy may apply to products supplied by ExosysNetworks including:

• Laptops
• Desktops
• All-in-One PCs
• Workstations
• Thin clients
• Monitors
• Servers
• Storage systems
• NAS devices
• Network switches
• Routers
• Wireless access points
• Firewalls
• Security appliances
• CCTV cameras
• NVR/DVR systems
• Network racks
• UPS systems
• Printers
• Scanners
• IT peripherals
• Enterprise hardware
• Other technology products

Actual warranty coverage depends on the respective OEM.

7. DEAD ON ARRIVAL (DOA)

A product that fails immediately or shortly after delivery may qualify as Dead on Arrival (“DOA”) under the applicable OEM/distributor policy.

DOA processing may require:

• Product serial number
• Invoice copy
• Delivery details
• Product photographs
• Error details
• Diagnostic report
• OEM support ticket
• Technical verification
• Original packaging
• Complete accessories

Final DOA approval may be provided by the relevant OEM or distributor.

8. DOA REPLACEMENT

If an OEM/distributor confirms that a product qualifies as DOA, the remedy may include:

• Product replacement
• Unit replacement
• Component replacement
• Repair
• Credit authorization
• Other OEM-approved remedy

Replacement timelines depend on product availability and OEM/distributor procedures.

ExosysNetworks cannot guarantee an immediate replacement where the replacement product is unavailable.

9. WARRANTY CLAIM PROCESS

To request warranty assistance, customers should provide:

• Customer/company name
• Invoice number
• Purchase Order number, where applicable
• Product name
• Model number
• Part number
• Serial number
• Date of purchase
• Description of the issue
• Error message, where applicable
• Photographs/videos, where relevant
• Contact person details
• Installation location

Additional diagnostic information may be requested depending on the product.

10. TECHNICAL TROUBLESHOOTING

Before an OEM warranty case is initiated, basic troubleshooting may be required.

This may include:

• Power verification
• Cable verification
• Firmware verification
• Hardware diagnostics
• Software diagnostics
• Log collection
• Configuration verification
• Factory diagnostic tools
• Remote troubleshooting

Customers are requested to cooperate with reasonable diagnostic procedures required by the OEM.

11. WARRANTY SERVICE LOCATION

Warranty service may be provided through:

• Customer site
• OEM service centre
• Authorized service centre
• Distributor service centre
• Remote technical support
• Depot repair centre

The service method depends on the applicable OEM warranty entitlement.

12. ONSITE WARRANTY

Some enterprise and business products may include OEM onsite warranty.

Onsite warranty does not necessarily mean immediate engineer attendance.

Response time may depend on:

• OEM SLA
• Product category
• Warranty entitlement
• Customer location
• Engineer availability
• Spare-part availability
• Case priority
• Working days/hours

Customers should refer to the specific OEM support entitlement for exact service levels.

13. CARRY-IN WARRANTY

Certain products may have carry-in warranty.

Under a carry-in warranty, the customer may be required to deliver or ship the product to an authorized service centre.

Transportation or logistics charges may be handled according to the OEM's warranty terms.

14. RMA PROCESS

Some products may require a Return Material Authorization (“RMA”) process.

The process may include:

1. Technical troubleshooting
2. Warranty verification
3. OEM/distributor approval
4. RMA number generation
5. Return of defective hardware
6. Inspection
7. Repair/replacement
8. Return shipment

Customers should not ship equipment for RMA without appropriate authorization.

15. WARRANTY EXCLUSIONS

Subject to the applicable OEM policy, warranty may not cover damage or failure resulting from:

• Physical damage
• Accidental damage
• Liquid damage
• Fire damage
• Electrical surge
• Improper voltage
• Lightning
• Water exposure
• Improper installation
• Unauthorized repair
• Unauthorized modification
• Misuse
• Negligence
• Improper storage
• Environmental damage
• Pest/rodent damage
• Broken seals
• Removed serial numbers
• Customer-induced damage

Final eligibility is determined according to the applicable OEM warranty terms.

16. CONSUMABLES

Consumable items may have limited or no standard warranty depending on the manufacturer.

Examples may include:

• Printer cartridges
• Toners
• Batteries
• Certain cables
• Print heads
• Maintenance kits
• Other consumable components

Applicable OEM terms will govern such items.

17. BATTERIES

Laptop, UPS and other rechargeable batteries may have a warranty period different from the main product.

Battery warranty and acceptable degradation thresholds are determined by the respective OEM.

Normal reduction in battery capacity due to usage and aging may not constitute a warranty defect.

18. ACCESSORIES

Accessories supplied with a main product may have a different warranty period.

Examples include:

• Chargers
• Power adapters
• Cables
• Remote controls
• External power supplies
• Mounting accessories

Customers should verify accessory warranty coverage with the relevant OEM.

19. SOFTWARE ISSUES

Standard hardware warranty does not necessarily cover:

• Operating-system corruption
• Malware
• Virus infection
• Ransomware
• Software conflicts
• Application errors
• Customer configuration errors
• Data corruption
• Third-party software issues

Such support may require a separate service agreement, AMC, FMS or paid technical-support engagement.

20. SOFTWARE LICENCE WARRANTY

Software licences, cloud subscriptions and digital products are governed primarily by the relevant software publisher's terms.

ExosysNetworks does not independently guarantee uninterrupted operation of third-party software or cloud services.

Issues may be escalated to the relevant software provider according to the applicable support entitlement.

21. NETWORK & SECURITY PRODUCTS

Warranty for switches, routers, wireless access points, firewalls and other network/security equipment will depend on the relevant OEM entitlement.

Hardware warranty does not automatically include:

• Configuration support
• Network redesign
• Firewall policy changes
• VPN configuration
• Firmware planning
• Network troubleshooting
• Cybersecurity incident response

These may be covered under separate professional or managed-service agreements.

22. SERVERS & STORAGE

Enterprise servers and storage systems may include different support levels depending on the configuration purchased.

Support may include:

• Parts replacement
• Onsite engineering
• Remote diagnostics
• Next Business Day service
• Mission-critical support
• Other OEM service levels

The applicable support level should be verified during procurement.

23. WARRANTY EXTENSIONS

Customers may be able to purchase extended warranty or OEM support packages.

Examples may include:

• Warranty extension
• Onsite support upgrade
• Next Business Day support
• 24×7 OEM support
• Mission-critical support
• Accidental Damage Protection
• Advanced replacement

Availability depends on the OEM and product.

24. WARRANTY EXTENSION REQUESTS

Customers interested in extending warranty coverage should contact ExosysNetworks before the existing warranty expires wherever possible.

Some OEMs may require:

• Device inspection
• Warranty verification
• Serial-number validation
• Reinstatement charges

before an expired product can be placed under an extended support contract.

25. AMC AFTER WARRANTY

After OEM warranty expiry, customers may engage ExosysNetworks under an Annual Maintenance Contract (AMC).

Depending on the agreement, AMC options may include:

Comprehensive AMC

May include labour, preventive maintenance and specified spare-parts coverage.

Non-Comprehensive AMC

Generally covers technical services and labour, while spare parts may be charged separately.

Exact AMC coverage will be defined in the applicable agreement.

26. EXOSYSNETWORKS SERVICE WARRANTY

Where ExosysNetworks performs paid installation, configuration, repair or professional services, any workmanship/service warranty will be limited to the terms expressly stated in the quotation, SOW or service agreement.

A service warranty should not be interpreted as an extension of the underlying OEM hardware warranty.

27. REPLACEMENT PRODUCTS

Where an OEM replaces a defective product, the replacement may be:

• New
• Equivalent
• OEM-certified replacement
• Refurbished, where permitted under the OEM's policy

The replacement product's warranty will be governed by the applicable OEM terms and applicable law.

28. DATA RESPONSIBILITY

Customers are responsible for maintaining backups of important data before submitting equipment for:

• Repair
• Warranty service
• RMA
• Replacement
• Diagnostics
• Reinstallation

Warranty repair may involve replacement or reformatting of storage components.

Unless data-recovery or backup services have been specifically contracted, ExosysNetworks cannot guarantee preservation of customer data during hardware service.

29. PASSWORDS & SECURITY

Customers may be required to remove passwords, encryption restrictions or access controls where necessary for authorized diagnostics.

Customers should take appropriate measures to protect confidential data before handing over equipment for service.

30. WARRANTY VOID CONDITIONS

Subject to OEM terms, warranty eligibility may be affected where:

• Serial number has been removed or altered
• Warranty seal has been tampered with
• Unauthorized repair has been performed
• Hardware has been improperly modified
• Product has suffered customer-induced physical damage
• Product has been used outside specified environmental conditions

Final determination remains with the applicable OEM/manufacturer.

31. THIRD-PARTY REPAIRS

Customers should avoid unauthorized third-party repair during the OEM warranty period.

Unauthorized repairs or modifications may affect warranty eligibility.

Where possible, contact ExosysNetworks or the relevant OEM before arranging third-party repair.

32. WARRANTY TURNAROUND TIME

Warranty repair/replacement timelines depend on:

• OEM processing
• Spare availability
• Replacement stock
• Product category
• Customer location
• Service-centre workload
• Import availability
• Technical diagnosis

Unless specifically committed under an applicable SLA, ExosysNetworks cannot guarantee a fixed warranty-resolution time controlled by an OEM or third party.

33. TEMPORARY / STANDBY EQUIPMENT

Standard product warranty does not automatically include standby equipment.

Where standby equipment is required for business continuity, customers should arrange such coverage under:

• AMC
• Managed Services
• FMS
• Special SLA
• Business continuity support agreement

Standby equipment availability is subject to the relevant agreement.

34. WARRANTY & PRODUCT REPLACEMENT ARE DIFFERENT FROM RETURNS

Warranty claims should not be treated as general product returns.

A correctly supplied product that develops a covered technical defect will generally be handled through:

OEM Warranty → Technical Diagnosis → Repair / RMA / Replacement

rather than through a standard commercial return/refund process.

35. PROOF OF PURCHASE

Customers should retain the ExosysNetworks invoice or other valid proof of purchase.

The OEM or service centre may require proof of purchase to verify warranty entitlement.

36. OEM POLICY TAKES PRECEDENCE

For manufacturer-backed warranty claims, the respective OEM's warranty terms will generally determine:

• Warranty eligibility
• Coverage
• Exclusions
• Repair procedure
• Replacement procedure
• RMA process
• Support SLA

Nothing in this policy limits any statutory rights or remedies that cannot legally be excluded.

37. CONTACT FOR WARRANTY SUPPORT

For warranty assistance, contact:

Please use the email subject:

“Warranty Support – [Product / Invoice Number]”

and provide:

• Customer/company name
• Invoice number
• PO number, if applicable
• Product name
• Brand/OEM
• Model
• Serial number
• Purchase date
• Description of problem
• Error details
• Photographs/videos where applicable
• Contact number
• Product location

38. WARRANTY ESCALATION

Where a warranty case is delayed, customers may contact the ExosysNetworks support team with the existing:

• Ticket number
• RMA number
• OEM case number
• Invoice number

Our team will make reasonable efforts to coordinate and escalate the case with the relevant OEM/distributor.

39. POLICY CHANGES

ExosysNetworks may update this Warranty Policy periodically to reflect changes in:

• OEM policies
• Product categories
• Business operations
• Service practices
• Legal requirements

The version published on our website will contain the applicable revision date.

40. IMPORTANT WARRANTY NOTICE

ExosysNetworks is a multi-brand Technology Procurement & Services Partner.

Unless expressly stated otherwise in writing, product warranty is provided by the respective OEM/manufacturer according to that OEM's warranty terms and entitlement.

ExosysNetworks may facilitate warranty claims, technical coordination, RMA and escalation for products purchased through us.

Customers requiring stronger uptime commitments, standby equipment, dedicated technical support or post-warranty coverage are encouraged to select an appropriate:

Extended OEM Warranty | AMC | FMS | Managed IT Service | SLA-Based Support Package