Onsite Services and Priority Repair

Minimize Downtime, Maximize Productivity

Puget Systems offers comprehensive onsite services to quickly respond to hardware issues. Our expert technicians are available to perform minimal triage via phone and hardware repairs at your location. We offer two tiers of onsite service, along with an option for priority repair at our facility. These three expedited repair services are tailored to fit your company’s needs, and all of them offer substantial benefits over our standard parts and labor warranty.

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Use the form below or contact your Technology Consultant to discuss which service is the best fit for your team!

The Onsite Support Experience

When considering whether or not onsite service is right for you, the details of how it works are important. This section describes what you can expect from Puget Systems’ onsite coverage, the timeframes involved to get you back up and running, what we need from you in order to best serve you, and the limitations of this service.

Please note that Puget Systems Onsite Service is not intended as a replacement for or alternative to customer in-house IT support. It is focused on hardware-level diagnostics and repair, as an add-on to our standard hardware warranties and is not a service contract.

Remote Diagnosis and Support

After receiving and acknowledging your call, Puget Systems will begin to isolate, troubleshoot, remedy, and resolve the hardware incident – we call this “phone triage”. Prior to onsite assistance, Puget Systems technicians may perform remote diagnostics using electronic remote support to access covered products or use other means available to facilitate remote resolution.

Puget Systems retains the right to determine the final resolution of all reported incidents.

Onsite Hardware Support

For hardware incidents that cannot be resolved remotely, and where the system(s) involved are covered by current onsite support agreements, an authorized representative will be dispatched to provide onsite technical support for repairs and resolution necessary due to a defect in materials or workmanship on covered hardware products to return them to operating condition.

After they arrive, representatives will deliver service onsite, at their discretion, until the products are repaired. Work may be suspended temporarily if parts or additional resources are required, but it will resume when they become available.

Replacement Parts and Materials

Puget Systems will provide replacement parts and materials necessary to maintain the covered product or solution in operating condition, including those for available and recommended engineering improvements. Replacement parts will be new or functionally equivalent to new in performance. Replaced parts become the property of Puget Systems. If you wish to retain, degauss, or otherwise physically destroy replaced parts, you will be billed and required to pay the list price for the replacement part unless you have purchased a “No-Return Drive RMA Service” or another applicable service rider.

Coverage Window

The coverage window specifies the time periods during which the described services are delivered onsite or remotely. A Puget Systems authorized representative will arrive onsite for coverage on the warrantied equipment during the coverage window to begin hardware maintenance service within the appropriate response interval after the call has been received and acknowledged by Puget Systems. Calls received outside the coverage window will be logged at the time of the call, acknowledged the next coverage day, and serviced within the appropriate response interval.

Onsite Response Time

For incidents with covered hardware that cannot be resolved remotely, Puget Systems will use commercially reasonable efforts to respond onsite within the specified onsite response time based on the terms of your onsite service agreement. Onsite response time begins when phone triage has been concluded with the determination that onsite services are required, and ends when the Puget Systems authorized representative arrives at your site. Response times are measured during the coverage window only and may carry over to the next day within a coverage window.

Times and Definitions

Phone triage is available during standard Puget System support hours.

The level of service you purchase determines how quickly after triage is completed a technician and any required parts arrive. The Premium tier of service provides next-business-day support, while the Basic tier may take up to five business days.

Onsite support response times are based on a standard, 5-day business week (Monday through Friday) and exclude Puget Systems holidays.

Onsite service is normally conducted during local business hours (8:00 a.m. to 5:00 p.m. local time).

However, at the request of Puget Systems or our onsite representative, we may require onsite access to the system(s) beyond those normal hours in order to complete repairs in a timely manner. Such extensions may include access outside of business hours and/or on weekends or holidays, at Puget Systems’ sole discretion.

Call-to-Repair Time, or Onsite Response Time, is the length of time from when phone triage has been completed until a technician is onsite to work on your system, and is determined by the tier of coverage that you purchased.

Customer Self Repair (CSR) refers to the expectation that extremely basic hardware swaps can be conducted by any adult with basic guidance from Puget Systems, and we may ask you to attempt this as part of our phone triage and repair resolution. Puget Systems reserves the right to determine which components of any given system are considered to be self-repairable / field-replaceable.

Work Completion

Repairs are considered complete upon Puget Systems verification that the hardware malfunction has been corrected or that the hardware has been replaced. Puget Systems is not liable for any lost data; you are responsible for implementing appropriate backup procedures. Verification by Puget Systems may be accomplished by the completion of a power-on self-test, standalone diagnostic, or visual verification of proper operation. At its sole discretion, Puget Systems will determine the level of testing necessary to verify that the hardware is repaired. At its sole discretion, Puget Systems may replace the product in order to meet the repair time commitment. Replacement products are new or functionally equivalent to new in performance. Replaced products become the property of Puget Systems.

Customer Responsibilities

In order to provide you with the speed of service you purchased – our Call-to-Repair time commitment – we require immediate and unrestricted access to your system at our request. The Call-to-Repair time commitment does not apply when system access, including physical, remote troubleshooting, and/or hardware diagnostic assessments are delayed or denied. If you request scheduled service, the Call-to-Repair time period begins at the agreed-upon time.

Upon request, you must support Puget Systems remote problem resolution efforts (phone triage) with the following actions:

• Provide all information necessary for Puget Systems to deliver timely and professional remote support and to enable Puget Systems to determine the level of support eligibility.
• Start self-tests and install and run other diagnostic tools and programs. Install customer-installable firmware updates and patches.
• Perform other reasonable activities to help Puget Systems identify or resolve problems, as requested by Puget Systems.
• Provide equipment in an environment that is safe and hygienic to perform the necessary onsite services.
• Ensure the availability of a company representative who is 18 years of age or older.

You are responsible for installing, in a timely manner, critical customer-installable firmware updates, as well as Customer Self Repair (CSR) parts and replacement products delivered to you. You agree to pay additional charges if you request that Puget Systems install customer-installable firmware updates or patches.

In cases where CSR parts or replacement products are shipped to resolve a problem, you are responsible for returning the defective part or product within a time period designated by Puget Systems. If Puget Systems does not receive the defective part or product within the designated time period, or if the part or product is degaussed or otherwise physically damaged upon receipt, you will be required to pay the Puget Systems list price for the defective part or product, as determined by Puget Systems.

You are responsible for the security of your own proprietary and confidential information, and for properly sanitizing or removing data from products that may be replaced and returned to Puget Systems as part of the repair process.

Limitations to Onsite Service

For customers with a history of significantly high claims, Puget Systems reserves the right to deny requests to purchase additional onsite service. We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will try to provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

If the product is located or is to be installed in a site location that is not accessible by driving and thus requires special access (e.g., oil rigs, ships, or remote areas in deserts), service may be requested to occur at a more accessible location as determined by Puget Systems.

Ordering Information

Puget Systems Onsite Services are intended to be purchased at the time of the hardware purchase, on the same order/invoice, but may also be added to an existing order at Puget Systems sole discretion up to 30 days after receiving the system and prior to any repair requests.

The length of Onsite Service selected must match the term length of the purchased hardware warranty. Contact your Puget Systems sales consultant to request Onsite Service be added to your quote or to request additional details.

The Onsite Service coverage period begins on the date of the reported delivery by the carrier. Onsite Service is only available for the unit it was specifically purchased on and is non-transferable unless it is involved in a business ownership transaction.

Limitation of Liability

All goods and services from Puget Systems are covered by our standard terms and conditions unless explicitly stated otherwise. Limitations on our liability are laid out in those terms.