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V3.5 14/08/19 UD0089 Page 18
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1.6 WARRANTY TERMS AND CONDITIONS
Traka UK Warranty and Annual Maintenance and Support Agreement
Traka cabinets are provided with a 12-month warranty, starting on the day of installation. During this warranty period
Traka will provide parts and labour to repair any fault caused though manufacturing defect.
After the expiry of the warranty period, an annual maintenance and support agreement may be purchased, which
covers the cost of parts and labour to repair on a planned next working day response any fault caused through normal
use of the equipment. In addition the maintenance and support contract includes an annual system check and free
upgrades to the PC software. The annual charge for this will be 15% (subject to distance) of the list price of the
equipment covered.
Items covered by the Warranty and Annual Support Agreement
Hardware
All parts provided by Traka during the original installation. Where card or other readers are supplied by the Customer,
these parts are specifically excluded from the warranty and maintenance. Items purchased subsequent to the original
installation will be subject to an adjustment to the annual support agreement
Software
Traka will also provide free software upgrades as required during the period of the annual maintenance. Furthermore,
Traka will provide a login to our technical support web site where information on the latest upgrades is available and
where the latest software may be downloaded. Software upgrades are supplied on a self-install basis and requests for
Traka to install the software are not included within the warranty or annual support agreement.
Response Times
Traka offer a 9:00 to 5:30 support facility and guarantee a same or next working day response to any reported fault.
Where site visits are required, Traka will whenever possible attend on the next working day. Working days are Monday
to Friday excluding Bank holidays.
Exclusions
Traka will not be responsible for any fault or damage or configuration change that occurs as a result of:
1. Inadequate user training
2. Software reconfiguration
3. Use of the software on a non-supported version of the Windows operating system
4. Customer re-installation on a different version of the operating system
5. Accidental damage
6. Vandalism, sabotage or terrorism
7. Noncompliance with the Customers responsibilities as detailed below
If a warranty or support visit is required to repair systems damaged as a result of these exclusions, Traka reserve the
right to place a lower priority on the call and cannot guarantee the same response times to repair such failures.
If response to repair any fault or to reconfigure any settings is required due to these exclusions Traka will charge at
their usual site visit rates.