Thank you for choosing Promise Technology. The following information is a summary of the product warranty and support options available to you. The full, actual warranty, including limitations, is stated in the "Warranty" Section of the Product Manual. Please review that Section for a complete understanding of the available warranty. This information is only applicable to purchasers of the Promise products mentioned: VTrak for  VTrak E/J5000, VTrak D5000 and Vess R Pro Series.

Limited Warranty

Promise Technology, Inc. ("Promise") provides a three (3) year warranty from the date of delivery to the original end user as follows:

• a) the product will conform to Promise specifications. 
• b) the product will be free from defects in material and workmanship under normal use and service.
• c) warranty of SSD covered for 3 years or maximum SSD endurance (whichever comes first)

This warranty: 

• a) applies only to products which are new and in cartons on the date of purchase;
• b) is not transferable;
• c) is valid only when accompanied by a copy of the original purchase invoice.

Please read the Warranty section of the respective Product Manual for further details and limitations.

Technical Support

Promise offers 24/7 Phone Support, English only: +1 (408) 645-3469

Web support: https://support.promise.com

Please be sure to register your product at PROMISE eSupport. 
You may refer to our best practices guide

The information below is required for troubleshooting. Please register this information or have it readily available at the time of your support call

• TLA number—Located on the outside of the box or on label toward rear of unit chassis
• Serial number—Located on label toward rear of unit chassis
• Config Logs, if accessible. Please refer PROMISE knowledge base for instruction of acquire Config Logs.
• http://kb.promise.com/article.aspx?id=10092&query=10092

Warranty Advance Replacement Parts

Upon confirmation of a hardware failure, Promise will provide an advance replacement part. After an RMA is issued, replacement parts are shipped via 3-day ground within the US and 2 to 5 business days International. Expedited freight is available for an additional charge.

Limitations

RMAs issued before 12:00 noon PST M-F can be shipped out on same day.
RMAs issued after 12:00 noon PST M-F ship out the next business day.

Your Responsibilities

You are responsible for determining whether the product is appropriate for your use and will interface with your equipment without malfunction or damage. You are also responsible for backing up your data before installing any product and for regularly backing up your data after installing the product. PROMISE is not liable for any damage to equipment or data loss resulting from the use of any product.

Returns

A prepaid return waybill will be sent to you via email. Please print and attach the waybill the shipping carton containing the returned part and return with in 30 days.
** applies only to VTrak for VTrak x30, VTrak A-Class, VTrak E/J5000 and VTrak D5000, Vess R Pro Series that come with Promise pre installed hard drives”.  

Additional Service Plus Contract customers click here