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ROCK IMAGER User's Guide | Chapter 16: Maintenance
What is not covered under software and hardware maintenance?
Hardware maintenance does not cover any damage to the system due to abuse of the system, system
modifications, or misuse of the system by the customer. Travel and shipping expenses including
shipping of defective parts during the maintenance (warranty) period will be billed separately at actual
cost. A fixed cost option is available (if desired). Software and hardware maintenance do not include
extended user training, they only cover training at the time of hardware installation.
Are computers covered under maintenance?
Computers supplied by FORMULATRIX are not covered under maintenance. We purchase a minimum
2 years on-site service plan from the computer manufacturer and transfer this warranty to the
customer. FORMULATRIX will assist the customer to diagnose any computer errors and re-install the
software, but the customer must work with the computer manufacturer directly to resolve any
hardware issues.
What is priority shipping and travel?
You can choose to pay for travel and priority shipping in advance for up to one year. Please ask your
sales or support person for a quotation.
What happens if I am out of maintenance and I have a problem?
If you are out of maintenance you can choose to purchase support time at an hourly rate and pay for
time and materials for hardware related issues separately.
What happens if I am out of maintenance and I want to get back on maintenance?
You must pay back maintenance to renew. For example, if your maintenance expired in June '10 and
you want to renew maintenance in December '10, then you must pay back maintenance to cover the
time period of June to December. In this scenario, purchasing 1 year of maintenance will cover you
from June '10 to June '11. Any support call purchased during a repayment period will be credited
towards your next maintenance payment.