Subject to the terms and conditions set forth in SGI's Limited Hardware Warranty, hardware upgrades or replacement parts and/or components added to an existing system, as originally configured by SGI, shall be covered with Return-to-factory warranty for the duration of the original warranty period, or 90 days, whichever is greater.
In Europe and the Middle East, hardware upgrades and/or components purchased shall be warranted for 6 months from the date of installation, unless otherwise stated on the quotation.
Hardware upgrades or replacement parts and/or components added to an existing system must be entitled with the same service level coverage as the upgraded system.
Special Warranty Upgrade Offer
Within 90 days following the purchase of your SGI system, you can upgrade your standard product warranty to more comprehensive support programs at considerable cost savings. Protect your investment by upgrading to the level of support that corresponds to your business requirement. Review the available support programs and contact your SGI representative to initiate your service upgrade.
Next-Business Day On-Site Response
Customers must be located within a one hundred and twenty-five (125) miles or two hundred (200) kilometers of the nearest SGI service office to receive the next-business-day on-site response. If your site is located more than 125-mile/200-km from an SGI service office, the support provided may be subject to additional charges, longer response times, and/or reduced coverage hours.
Customer Obligation Related to Customer Replaceable Units (CRU)
For information related to the process and customer obligations for CRUs, please see the Customer Replaceable Units (CRU) section.
Hardware Repair via Return Material Authorization (RMA)
If you discover a defect in the Hardware during the Warranty Period, contact your local SGI Customer Support Center or SGI Service Provider to initiate the RMA process. In certain cases, SGI will require for you to return an entire blade system or only the failed component. A letter with the repair center address to which parts should be shipped, along with the RMA authorization number, will be provided upon logging a support case.
SGI will make all commercially reasonable efforts to return repaired parts/blades to you within 10 calendar days. Freight to send failed components to SGI or its designated repair center is your responsibility. Freight to return repaired components are paid for by SGI unless such components are found not to be defective by SGI.
Software Telephone Support
For certain products, SGI will provide limited telephone support for a period of ninety (90) days. Telephone technical support will include available software patches and software workarounds and generally available fixes to common SGI software issues; however, such support shall not include consulting services or any other software development. Software updates are not included. This support applies only to operating systems preinstalled by SGI.
Spare Parts Warranty
Spare Parts that are purchased but not added to an existing computer system, as originally configured by SGI, or that are added to an existing computer system not currently under SGI warranty or a valid SGI support contract applicable to the existing computer system, are provided without warranty, either expressed or implied, of any kind, except to the extent otherwise required by law.
Support Obligations for Non-Contract, Non-Warranty Systems
For customers who have no support contract and whose hardware warranty has expired, SGI at its sole discretion, will generally provide fixes (via critical patches or mandatory Field Change Orders -- FCO) for problems that pose health and safety, security and/or data integrity risks for hardware and software products engineered by SGI and still being actively supported.[Some cost may be associated with these fixes].
For information related to how to transfer an SGI product warranty from one country to another, please see the Service Move section.
- FRU: Field Replaceable Unit
- CRU: Customer Replaceable Unit