Service
Maintenance Process(RMA)
Defective on arrival (DOA) Procedure
Under the following circumstances, N-Partner will not do maintenance

Service

2024/05/09

N-Reporter/N-Cloud has one-year warranty since the purchase date.
From the second year, user can buy an extended warranty as months or years. During warranty period, we provide the following services ：

1. During warranty(MA) period：

Technical Support

  • When having problems about our products, user can call, send an E-Mail, or send instant message to our professional technician.
  • Help user do error detection and test to our product; deal with them if any defect is reported.
  • Online basic instruction of how to operate the system.
  • If the problem cannot be solved over the phone or by e-mail, we can connect to user’s device remotely to debug.
  • Keep track of the issues until they are resolved.
  • Service hours: 09:00 ~ 20:00 on weekdays.

Product Maintenance

  • Under the premise that we can connect to user’s device remotely, we provide inspection and maintenance. If the device needs further repairing, we help user with the maintenance process.
  • Help user send N-Partner product that needs repairing back to us to find the root cause and for maintenance.
  • We promise to spare no effort to save the data in user’s device; however, there may be data loss during maintenance. We suggest user also buy Raid Card when purchasing N-Reporter/N-Cloud.
  • If we find that the hardware has to be traded, N-Partner should trade the host with identical or upper specification for the malfunctioned one. N- Partner will take back the malfunctioned machine.
  • Except for inventory shortage of components, the maintenance procedure should be completed in five days.
  • N-Partner will pay the shipping fee.

Product Upgrade

  • During warranty period, when N-Reporter/N-Cloud can connect to the internet, user can upgrade the system online whenever necessary. As for N-Reporter/N-Cloud not able to connect to the internet, user can manually download the latest firmware and then upgrade the system offline.
  • N-Partner will send upgrade information to user on irregular basis.
  • For user having concerns about upgrading, N-Partner can help upgrade the system remotely.
  • If any problems happen during upgrading, N-Partner can remotely help solve them or recover it to the previous version.

2. Warranty expired：

For the product no longer under warranty:

  • N-Partner will not provide technical support.
  • When the product is malfunctioned or on the blink, N-Partner will not provide maintenance.
  • User will not be able to upgrade the system.
  • Before applying for new warranty, user will have to make up the repair fee. Please make contact with us for more details; the contact information is in the last page.

3. This warranty does not cover：

  • Damage of the maintenance product caused during shipping because of negligent packing.
  • Damage caused by natural disasters, fire, flood, or other events of force majeure.
  • Man-made damage, malfunction caused by misuse, and damage, rust, or breakdown caused by wear and tear instead of the product itself.
  • The products have been maintained or disassembled by those technical staffs N- Partner does not authorized, or damage caused by using the components which are not certified by N-Partner.
  • Those identified as non-official products without standard serial number.