1.0 Overview
The standard term of a Product Support Subscription is one year and is renewable a. For each year, it provides free, on demand Software Maintenance (free update and upgrade downloads from our website [section 1.2]), discounted pricing on CAMI customization services, access to a loaner b, access to for-fee expedite service (not available for HVX repair service or for unsubscribed testers) c, and eight hours of free Technical Support per year. This support includes one hour of virtual, instructor-led training e (value $200). Subscribed systems are eligible to receive support via remote connectivity software f with Tech Support connecting to your system to perform diagnostics and guidance.
In addition to providing access to a loaner and expedite service, this product support subscription further assists Hardware Maintenance by including a one-year Warranty on the test fixture and any associated hardware (such as connector boards g): Any electronic or mechanical failures that do not result from accident, abuse, wear-out, improper packaging, or lack of maintenance will be corrected at no charge to the customer. h
Expired subscriptions may be reactivated (sections 2.1.1, 2.2.1). Subscription is not required for tester operation.
Customers who purchase their tester or Product Support Subscription renewal through an International Distributor must contact that distributor for subscription matters and service.
1.1 New Systems
With the exception of custom software and custom interfaces, new CableEye ® test systems include a renewable a, two-year Product Support Subscription.
1.2 Product Support Subscription Summary
- Renewable one-year subscription
- Free software maintenance (free update/upgrade downloads)
- Free 8 hrs Technical Support per year (includes 1 hr virtual, instructor-led training, value $200) d,e
- Discounted pricing on CAMI customization services
- Complimentary loaner tester b, h
- Access to for-fee expedite service c
- Remote connection to your tester for diagnostics and guidance f
- Free hardware maintenance in the form of free warrantied repairs h
1.3 Free Software Maintenance
For the duration of your subscription, download complimentary software updates and upgrades from our website. Update your software easily and at any time to benefit from our latest features, to ensure compatibility with your latest computer, and to maintain a recommended consistent software platform across all of your CableEye testers. We continually improve and advance the software by adding new capabilities, adding new reporting forms, ensuring compatibility with the latest Windows operating systems, and correcting bugs reported to us by our customers. All software updates and upgrades are backwards compatible with every USB tester we have ever made. Software upgrades include any optional software previously purchased with your system such as the PinMap ™ fixture editor, Connector Designer ™ connector editor, or Autobuild ™ guided assembly modules. Customized software is excluded (section 4.0).
2.0 Product Support Subscription Renewal and Reactivation
Subscriptions can be renewed and even reactivated if expired. For HVX series testers, the warranty element is dependent on the age of the tester.
2.1 Standard Product Support Subscription Renewal
Before the end of the subscription period, you may purchase a further one-year extension. Product support subscription renewal continues coverage as per our standard support subscription unless the product support subscription with HVX limited warranty applies (see section 2.2).
When purchasing a new tester, you may order the extended subscription in advance for up to 3 additional years (i.e. a total subscription period of 5 years from date of purchase) to ensure future coverage at the same price.
Failure to renew, by intent or oversight, will result in lapse of the subscription and loss of any benefits that it would otherwise provide.
2.1.1 Renewing an Expired Product Support Subscription
Expired subscriptions may be renewed with a reinstatement fee. If your current software is v5.5 or earlier, you will also need to purchase a software upgrade to reactivate the subscription.
See 2.2 and 2.2.1 for additional information specific to HVX series testers. Contact us for details.
2.2 Product Support Subscription with HVX Limited Warranty
For HVX series testers, standard product support subscriptions can be renewed for three more years (i.e. a total subscription period of 5 years). Thereafter, annually renewable subscriptions with limited warranties are available. The limited warranty is identical to the standard warranty except that relay boards are excluded.
2.2.1 Renewing an Expired HVX Product Support Subscription
Further to section 2.1.1, an HVX-series tester will be reinstated under a product support subscription with HVX limited warranty (section 2.2) when the tester product support subscription has lapsed for a year or more, or if the tester is five years old or more at the time of renewal.
3.0 Contracts for Product Support Subscription and/or Calibration
For customers with multiple CableEye testers: Save 15% on individual renewal pricing and simplify management of your testers by setting up a yearly contract for all of them — to include support subscription, calibration, or both. Eliminate the hassle of continually renewing individual testers as they expire at different times through the year.
As per best practice in IT management, we highly recommend you maintain a consistent software platform across all of your testers. A support subscription contract is the most economical way for you to keep your software current and consistent across them all.
Contact us for details.
4.0 Warranty of Custom Deliverables
Custom cable and wire harness interfaces (including customized Light Director ™ light-guided connector assembly fixtures), are warrantied to be free from defects in design or construction for one year following completion of the work and shipment to the customer. We will correct at no charge to the customer any electronic or mechanical failures that do not result from accident, abuse, wear-out, or lack of maintenance.
Warranty is non-renewable and excludes connector wear out, technical support, and consultation. These services may be accessed on a fee-based schedule and are not part of the Product Support Subscription.
Any custom software misoperation or fault reported by the customer within 30 days of delivery will be corrected at no charge. After this time, an hourly fee will apply to correct previously unknown, newly discovered problems.
5.0 Warranty Repairs
Refer to this page when you suspect a tester error. Follow the instructions given for when and how to send your tester for repair.
6.0 Technical Support Booster
To supplement the Product Support Subscription, additional hours of remote technical support can be purchased in blocks of 4 hours (Item 606A) and attached to the subscription. Unused hours do not roll over.Notes
a) Renewable one-year subscription.
b) Subject to availability. Customer pays for shipping. Our limited supply of loaner testers is reserved for subscribed testers.
c) Contact us at least one week in advance to request and book this service. Next day inbound and return shipment is required: You must arrange for your tester to arrive here by 10:30am EST the morning of the scheduled date, and specify next day air service or one-day ground return shipment on your PO. See our service pages for details on lead times. Not available for HVX repair service or unsubscribed testers.
Applicable service costs, shipping, and the expedite fee are not included with the subscription.
d) Limited to questions about setup or operation, or those concerning test function, reports, or external factors affecting the function of the equipment and software. Excludes consultation. Excludes issues resulting from improper use of the calibration procedure.
e) For additional training, see Cable & Harness Testing Training
f) CAMI research uses TeamViewer. CableEye software menu has a quicklink to CAMI’s TeamViewer service.
g) Included when all CableEye testers under ownership by the customer are covered by a Product Support Subscription. Connector replacement one time only per board.
h) Customer pays shipping costs.
Other Service
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