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1. Within two business days of a Sales Order (SO) arriving at fourtec (via email or Fax), the SO is entered into fourtec's Enterprise Resource Planning (ERP) system by the OF agent.
2. Within two business days of the SO being entered into the ERP system, the OF agent will receive confirmation of the Lead Time (LT) for this SO followed by final approval. The LT will then be forwarded to the customer.
3. The default LT is two weeks from approval of SO but this may be extended in special circumstances such as unforeseen shortage of inventory or for special orders.
4. In the event of any delay to the original LT, the OF agent will notify the customer for approval of the amended LT, as well as the relevant Sales agent.
5. Once the SO is ready for delivery, it will be shipped to the customer via courier or freight (unless notified otherwise) with relevant documentation. All shipping costs will be covered by the customer (unless otherwise stated in the customer order).
6. Customers ordering from fourtec for the first-time will be required to pay in advance for the shipment unless otherwise agreed with the fourtec Sales agent.
7. Established customers will receive payment terms in accordance with their fourtec distributor agreement.
8. Orders will not be released to the customer if the customer has outstanding debts to fourtec. Once the debt has been paid the order will be released.
9. OF will verify the order has arrived properly to the customer.

1. fourtec provides support services to users of fourtec products, including fourtec partners, as well as to potential customers.
    
2. The fourtec Help Desk does not provide direct onsite support. This is provided by the fourtec distributor, or by fourtec Help Desk engineers under a separate, extended SLA between customer and fourtec.
    
3. Prior to contacting fourtec for support services, fourtec expects the customer to study all relevant product documentation and online FAQ located at fourtec's websites.
    
4. Technical support department cannot resolve problems concerning third-party hardware or software products, even if used in conjunction with fourtec products.
    
5. Technical support requests are handled on a first-come, first-served basis with fourtec reserving the right to assign different priority level for each support request.
    
6. The problem resolving period depends on problem complexity and the potential need to handle the request over to internal fourtec departments.
    
   6.1. Problems that cannot be resolved in the context of the current hardware or software version are sent to the fourtec R&D department. The fix will be added to the development plan for future updates but fourtec cannot guarantee the fixed problem-solving period or final release date of this fix.
    
   6.2. The response period depends on the current technical support service workload. A problem or inquiry is normally resolved within 24-48 hours upon receipt of a request or additional information from a customer.

1. 1. The customer will send an RMA form to the Help Desk engineer who will then create an RMA number and enter the RMA details into fourtec's ERP software. The RMA will be returned to the customer with the RMA number included.
   
   1.1. The RMA form is available at:
   http://www.fouriersystems.com/support/rma.php 
      
   
   Note: All fields on the RMA form must be completed correctly in order to speed up the RMA process, including detailed description of the product fault/s.
    
2. Warranty status of the products is determined according to the customer’s warranty agreement with fourtec.
   
   2.1. If an item is not under warranty, the customer will be notified and estimated repair costs will be provided.
    
   2.2. The customer can decide to approve or not approve these costs. If not approved then the RMA is cancelled.
    
   2.3. If the customer has approved RMA repair costs then fourtec will require a form of payment prior to issuing the RMA number e.g. PO or credit card details.
    
3. The customer will include the RMA form (with RMA number) together with the shipment of products/s back to fourtec, following the shipping procedures set out in the RMA form.
     
   
   Note: Only after receiving an RMA number may the faulty products be shipped back to fourtec. Any shipment received without an RMA number will be returned to the customer on the customer expense!
      
4. The customer will receive verification that the RMA has arrived at fourtec.
    
5. The RMA will be handled and returned to the customer within two weeks of receiving it at fourtec premises. The customer will be informed when the RMA is shipped out.
     
6. The customer will be notified of any delay in the handling or delivery of the RMA and will be given an updated RMA shipment date.
     
7. Damage caused to products during transportation is customer’s responsibility and may also negate the product warranty.
     
8. For RMAs under warranty, customer covers shipping costs to fourtec and fourtec covers return shipping costs to customer. If upon inspection of RMA, fourtec discovers customer has breached warranty conditions e.g. misuse of product, the customer will be charged shipping costs both ways.
     
9. For RMAs not under warranty customer covers all shipping costs, both ways. Refer to the Warranty Conditions section below for a list of non-warranty products.
     
10. For RMAs returned to a customer that upon customer inspection still exhibit original problem as described in RMA form, fourtec will cover shipping costs of additional repair, both ways.

1. The Limited Warranty covers a period of 12 months effective from the product shipment date, as stated on the shipping invoice. fourtec warrants that within this period all items will be free from significant defects in material and workmanship.
    
2. This limited warranty does not cover:
    
   2.1. Software, including the operating system and software added to the product through our factory-integration system, third-party software, or the reloading of softwarere
    
   2.2. Non-fourtec branded accessories with missing or altered service tags or serial numbers
    
   2.3. Products for which fourtec has not received payment
    
   2.4. Broken displays
    
   2.5. Breakage causes by abuse, neglect, misuse not in accordance with instructions supplied by fourtec.
    
   2.6. Consumables such as batteries, cables, carrying cases, cuvettes, electrodes, sensor accessories, software CDs, storage solutions or buffers, and printed user guides.
    
3. Products deemed DOA (Dead on Arrival) are products failing 30 days from shipment date. These products will be replaced by fourtec at no extra cost, including two way shipment costs between the customer and fourtec.
    
4. Shipments for replacements under warranty will be paid by fourtec only one way (to the customer).

1. fourtec offers its customers to purchase an Extended Warranty of between one and four years. This warranty will enable the customer to extend all terms of the one year Limited Warranty once it expires. The warranty must be purchased in consecutive years. There may be no gap between each year of the warranty period.
    
2. Customer may purchase this warranty when initially ordering the products or at any point prior to the Limited Warranty expiring. Orders for Extended Warranty received after expiration of Limited Warranty will not be accepted by fourtec.
    
3. The Extended Warranty includes all products covered under the Limited Warranty.
    
4. The Extended Warranty does not include:
    
   4.1. Consumables such as batteries, cables, carrying cases, electrodes, sensor accessories, software CDs, storage solutions or buffers, and printed user guides.
    
5. Shipments for replacements under warranty will be paid by fourtec only one way (to the customer).
    
6. The cost of the Extended Warranty per 12 month period will be determined in accordance with fourtec's Industrial price list.
   
   Please contact your fourtec sales agent for information regarding the cost of the Extended Warranty.