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warranty and support

Basic Warranty

FreeBSD Systems warrants all products sold to be free from defects from date of Invoice for a period of 1 Year unless stated differently on your Invoice. The IPMI LOGS ARE MANDATORY IN ORDER TO HAVE COMPONENTS REPLACED. Any product or component found to be defective within the stated warranty period will be replaced and sent to the customer at no charge. The customer is responsible for sending back the defective component in proper shipping cartons. Basic Warranty does not cover the cost of, nor imply any On-Site technician to install any component replaced.

On-Site Hardware Support — Extended Warranty Basics

FreeBSD Systems offers comprehensive, On-Site Hardware Warranty Replacement Support for iNET Servers in Canada, The United States of America, Europe, and Australia. There are several different levels available which range from 8am to 6pm Next Business Day to 24x7, with a maximum of 4 hour for a technician to be at your location in major areas. Where our On-Site support is included or purchased, the type and term of On-Site Warranty service will be explicitly stated.

When you purchase an On-Site Support Contract, FreeBSD Systems will provide, through its authorized agents, all parts replacements and an On-Site Technician to install any failed component(s) without any charge to you.
On-Site labor and parts replacement is limited to the duration stated on your invoice.

On-Site Hardware Support — 4 hour response

If a hardware problem is encountered, your first line of defense is a call to us on our Toll Free Telephone number. If we are unable to resolve the problem on the phone with an authorized person from your company at the time of your call, an authorized On-Site Technician will contact you within 4 Hours, Guaranteed.

Please note that "4 hour" response should not to be construed as a "4 hour" total fix. In order to provide a 4 hour repair you must have spares on hand. Please contact an account manager for spares applicable to your iNET Server.

On-Site Hardware Support — When defective components are found

FreeBSD Systems through its authorized Help Desk Center will provide technical assistance to find a defective component and then will send an authorized Service Technician to replace the failing components.

One very quick way to help determine a problem you may have is to use available tools such as the Server Manager Software that comes with your Server (Windows and Linux). If you do not want to install graphical programs and are comfortable with command line, please install ipmitool for FreeBSD:

#cd /usr/ports/sysutils/ipmitool; make install clean

Once installed, simply run ipmitool such as:

shawn@host6 /home/shawn> ipmitool -H -U username -P password sel list

The above command will give you the output of the logs of the Server you queried and can tell you what is failing.

In order to properly and quickly diagnose and replace a failing component, the output of the above command or SEL log extracted from the Server is required to be sent to us. The SEL log can be retrieved from the Server even if the Server is powered off so long as there is AC or DC power connected to the Server.

Replacement components will be sent directly to your location, the next business day if in stock or, subject to inventory of the component(s) from the particular manufacturer of that component.

Defective components must be returned to FreeBSD Systems or, a manufacturers designated component return center.

On-Site Hardware Support — What is Covered and exclusions

With any of our iNET Servers that have On-Site Warranty Support included, warranty coverage applies to only those components of the server that were installed by FreeBSD Systems at the time of purchase.

Any component installed subsequent to the original configuration can damage any or all of the components in the server and may cause your warranty to become void.

Exclusions in coverage are: Accident, Acts of God, disaster, transportation beyond original shipment of the Server to you from us, vandalism, negligence, terrorism, misuse or abuse.

Technical Support

We provide the highest level of technical support to customers through our Net@dmin Service.

Administration Support— Net@dmin™

Net@dmin is an advanced service in which FreeBSD Systems can provide a range of services. This usually applies to smaller and midsize businesses that do not require a full-time UNIX administrator on their payroll, but need immediate implementation of and, help with new or current applications.

We can totally manage your new iNET servers remotely and securely to give you the freedom to do your business, leaving technical concerns to us. This service does cost extra and the price can only be determined with discussion in order to fully understand what your requirements are. Click here for more information on services.

To initiate a dialogue, visit our Contact Page and fill out a form or call us, toll-free at the number below.

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FreeBSD Systems - Call Toll-Free 1.877.963.1900
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