APPENDIX
Neo
APPENDIX
Page 82
A3 - STANDARD WARRANTY AND WARRANTY SERVICES
1.1 Introduction
1.1.1 This document describes the general Andor Standard Warranty policy and procedures as it relates to
services obtained by a Customer under warranty. It does not replace or supersede any Product or Customer
specific Warranty terms and conditions.
1.1.2 Warranty is a guarantee of quality of supplied goods (Software & Hardware). It is an obligation to rectify or
replace product defects during an agreed period of time.
1.2 Standard Warranty Policy
1.2.1 Andor’s Limited Standard Warranty Policy on Hardware warrants all new products to be free from defects
in materials and workmanship for 12 months from the date of dispatch. (Exceptions to the standard hardware
warranty offer exist and are shown in 1.2.2, 1.2.3 below). Within this period, Andor will, at its sole option, repair
or replace any components which fail in normal use. Such repairs or replacements will be made at no charge to
the Customer for parts or labour; however, the Customer shall be responsible for any transportation and
insurance costs from the Customer premises to the Andor designated point of return. Andor shall be
responsible for transportation and insurance costs related to returning the repaired or replacement unit to the
Customer. The customer shall be responsible for any import duties, taxes and customs clearance fees
associated with the return of the unit. This warranty does not cover failures due to abuse, misuse, accident, or
unauthorized alterations or repairs. Andor assumes no responsibility for special, incidental, punitive, or
consequential damages, or loss of use.
1.2.2 The following hardware components have warranties greater than 12 months:
Vacuum Warranty
: Andor provides a 5 Year warranty on its UltraVac
TM
seal. The UltraVac
TM
seal provides a
permanent hermetic vacuum head, which protects the CCD sensor. Should the vacuum fail during the warranty
period Andor will repair the vacuum and the components protected by it (including the CCD sensor). If you
suspect a vacuum failure, typically shown by degradation in quantum efficiency or cooling performance then
you should stop using the camera immediately and contact your seller support representative. Continued use of
the unit once vacuum failure is suspected will void the warranty on the sensor and the components held inside
the vacuum. Components protected by the vacuum, but damaged or defective due to any cause other than
vacuum failure, are subject solely to the standard warranty terms.
ICCD:
Andor provides a 2 year warranty for its ICCD products. Any damage caused by laser burn, bleaching of
the photocathode (brought about by over illumination of the cathode) or ion damage of the cathode (brought
about by excessive numbers of photoelectrons in the Multichannel plate) will not be covered by the warranty.
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