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Warranty

3 Year Onsite Warranty Option

SecureMon offers a optional triple the standard industry warranty with three-year onsite warranty on all parts and labour. In addition, there is an extensive range of service and support maintenance options that can be customised to suit your needs.

SecureMon warrants the original purchaser of any computer from the date of purchase. Any component found by SecureMon to be defective, will be repaired or replaced without charge for either parts or labour.

SecureMon warranty does not include software, interfacing parts, unauthorised modification or misuse, operation outside of the published environmental specifications for the product, improper site preparation or maintenance or unplanned acts of nature - such as theft, floods, lightning strikes, hurricanes, or earthquakes.

Warranty period can range from 12 months to any time in the future, dependent on customer requirements.

Return to Base Warranty

  • In the event of failure, goods are to be returned to the nearest SecureMon branch.
  • It is the customers’ responsibility/expense for packaging and freight to the nearest SecureMon branch.
  • It is also the customers’ responsibility to arrange for pickup of the goods after they have been notified.

Onsite Warranty

For clients who have entered into a three-year Onsite Warranty Maintenance Agreement, SecureMon will go onsite, free of charge, to repair/rectify any faulty workmanship or defective hardware. There are three categories for onsite warranty.

  • Metro - Within 50kms radius of a capital city GPO site
  • Country - 51kms to 200kms of a capital city GPO site
  • Individual Agreement - Further than 200Kms from nearest capital city GPO site

Onsite Response

For the basis of warranty, onsite response is when the SecureMon Engineer arrives at the site to begin diagnosis and repair. The deemed response level will depend on which Onsite Warranty Maintenance Agreement the customer purchases. All hours are working hours, Monday to Friday (excluding Public Holidays) 9am to 5pm.

There are several warranty response options which apply:

  • Metro - Next Day [ND]
  • Metro - 4hrs
  • Country - Two Days [2D]
  • 7/24 - 4hrs - 7 days, 24 hours, 4hr response

Voidance of Warranty

Any defect or failure due to accident, misuse, abuse, negligence, non-observance of operating instructions as set out in the User Manual, or local regulations on the part of any user, improper installation, connection to inadequate or faulty power etc.

  • If the product has been serviced by a person not authorized by SecureMon to do so or with non-approved parts.
  • If DVRs are not stored continuously at regular room operating temperatures (i.e. void if computers have been locked in cupboards)
  • If computers or machines have been placed on their side, therefore prohibiting ventilation or blocking air vents
  • If there is a consistent mistreatment or misuse of products, 3-year onsite warranty can be voided.
  • The operating chip is able to provide information relating to the various operating temperatures of the chip, fan speed, any incident when the fan has been stopped, network activity and remote configuration details
  • If any serial number or appliance plate is removed or defaced.
  • If the product is repossessed under any financing agreement.
  • If the product has been sold by the original owner, the warranty is not transferred to the new owner (2nd Hand).
  • Unauthorised modification and operation outside of the published environmental specifications for the product.
  • Where the software has been found to be the cause, and not a defective hardware or faulty workmanship.

LCD Monitors

The below pixel defect policy list provides the minimum required number of defective pixels before the LCD display unit is regarded as a warranty defect.
  • Defect Type - Bright or dark dots
  • Quantity - 3 or more