PRODUCT SUPPORT

Alien Technology offers customers a choice of warranty and service programs when purchasing Alien hardware, coupled with a selection of expert telephone and email Hotline technical support options.

Hotline Technical Support
Alien offers several Hotline service options for product support when purchasing Alien hardware. The Alien Hotline assists customers with information on product features and functions, addresses issues pertaining to product installation and provides troubleshooting support for correct product usage.

As a minimum, registered owners of current version Alien products receive 30 days of free telephone support, commencing on the product ship date. Customers then have the option of subscribing to Alien's:

Basic Hotline Support program: Responses within four business hours. Renewable yearly.

Priority Hotline Support program: Responses with two business hours. Renewable yearly.

All Hotline calls are routed toll-free through Alien's Customer Support Center and are logged and tracked to verify resolution.

Warranty Programs
A minimum one-year basic depot warranty is provided with Alien hardware systems, along with the option for customers to extend and upgrade their warranty services.

Basic Depot Warranty: Customers can ship defective units to Alien. Upon receipt of the unit, Alien will ship a replacement product or repaired product via Fed EX or equivalent standard Ground service.

Priority Warranty: Upon notification of defect and confirmation of need for replacement, Alien will immediately ship a replacement product via Fed EX or equivalent Two-Day service.

Guarantee Uptime Program: Upon notification of defect and confirmation of need for replacement, Alien will immediately ship a replacement product via Fed EX or equivalent Overnight service.