In general, ServerOn provides 3-yr Next Business Day, Business hour 9am-5pm Onsite support warranty program on our hardware.

ServerOn provide options for 3-yr 7 x 24, 4-hour Onsite support warranty program as an option to our customers. We also offer extended program where we provide additional 2-yr support warranty program at additional charges.

ServerOn provides nationwide coverage for our onsite warranty program. However, on a case-by-case basis, we may evaluate the accessibility of the location to determine if we can confidently meet the on-site requirement. For example, if the location is at a very rural location and access may not be that easy, we may change our on-site commitment.

This will be done on a case-by-case basis at additional charges. We will evaluate based on site accessibility, platform design, and skills available at customer site. The 4-hour resolution would be centered on hardware only and does not cover things like restoring Operating Systems, Applications, and etc.

Yes, we can customize but we evaluate on a case-by-case basis. Please discuss with our Sales Person on your requirements so we can evaluate and provide a quotation. Alternatively, you may email to sales@serveron.com.my or support@serveron.com.my for more information.

The program covers defects in materials and workmanship in the QCT hardware (servers, switches, storage) including

the peripheral products that comes with the original purchase (i.e. hard disks, PCI cards, CPUs, memory DIMMs, &

mezzanine cards).

• Any 3^rd party software installed onto the QCT servers.
• Reinstallation and reconfiguration of software/OS after hardware replacement is installed.
• 3rd party peripherals & accessories added onto the QCT hardware outside of what Serveron provide
• Any problems which resulted from:
  • Operations of the QCT hardware outside the specified operating environments
  • External factors like electrical issues, accidental damage, or intentional abuse
  • Use of 3rd party peripherals & accessories
• Normal wear & tear
• NOTE: Solid State Disks (SSD) have a lifetime limit usually measured in the Terabytes Written (TBW) or Drive Writes per Day (DWPD). Warranty will be voided if the SSD becomes faulty due to usage reaching the lifetime limit.

Serveron will be responsible to:

• perform the Service with due care and professional skills
• provide a single contact point for hardware problem determination and resolution for the hardware covered
• perform the Service in accordance to service level specified in Schedule A
• provide part replacement with the same or comparable parts where it is deemed necessary for the proper functioning of the hardware (to rectify the fault).
• NOTE: Replacement parts may not always be the exact same model as the faulty part. Serveron will at its best effort provide the same model but there will be cases that the same model is not in-stock and therefore we will provide a comparable spec model to replace.

Serveron’s support responsibilities exclude:

• service of features, parts, or devices not are not delivered as per the original order
• professional service including but not limited to operating system hardening, system/data backup and recovery, operating system migration and configuration
• handling of security vulnerability related to the operating software, codes and patches that reside in the devices

• grant Serveron’s authorized personnel an inspection of the hardware.
• backup, remove and protect the data and operating system prior to presenting the hardware for service
• decide when the hardware needs service. Before requesting service, where applicable, the Customer agrees to perform problem determination procedures, which include running the diagnostic program, problem analysis, and service request procedures that Serveron’s technical support provides
• provide sufficient and safe access to the Customer’s facilities and systems
• inform Serveron of any changes in a Server’s location (additional cost may be incurred if the location change is outside of Klang Valley)
• Seek advice of 3rd party peripherals & accessories which is to be added onto the QCT hardware on its compatibility