Grace Extended Care Warranty with Zero Response Time Service 

BY ACCEPTING THE SERVICES AND SUPPORT DESCRIBED ON YOUR INVOICE, YOU AGREE TO BE BOUND BY AND ACCEPT THE TERMS AND CONDITIONS HEREIN.  PLEASE READ THIS AGREEMENT IN ITS ENTIRETY.  THESE TERMS AND CONDITIONS (THE “CONTRACT”) WILL SUPPLEMENT THE TERMS AND CONDITIONS OF ANY APPLICABLE OVERRIDING SIGNED AGREEMENT BETWEEN YOU AND GRACE (INCLUDING WITHOUT LIMITATION, GRACE STANDARD CUSTOMER PURCHASE AGREEMENT) OR, IN THE ABSENCE OF SUCH AN AGREEMENT, GRACE’S STANDARD INVOICE TERMS AND CONDITIONS OF SALE. THIS CONTRACT IS BETWEEN YOU AND GRACE GLOBAL INC. (“GRACE” OR “OUR”) AS SPECIFIED IN THE AFOREMENTIONED SIGNED AGREEMENT OR GRACE’S STANDARD INVOICE TERMS AND CONDITIONS.  ALL CAPITALIZED TERMS AND CONDITIONS NOT DEFINED HEREIN SHALL HAVE THE MEANING SPECIFIED IN THE AFORMENTIONED SIGNED AGREEMENT OR GRACE’S STANDARD INVOICE TERMS AND CONDITIONS. 

Warranty & Service Terms

What is Grace Extended Care Warranty (GECW) with Zero Response Time Service (ZRTS) and what does it mean to you ?

Grace’s industry leading warranty service program arises from our founding principle that (customer) service in collaboration with our customer/partners is our most valuable offering.

Two service elements assure the flawless function and reliable availability of all Grace computing systems.  

Extended Care: All Grace brand systems come standard with a 3 Year Parts and Labor Hardware Warranty.  In addition, accidental damage coverage for 1 year is included in the warranty – but only for notebook computers.

What this means: during the 3-year warrant period, Grace technical support staff will work with customers IT staff to diagnose, repair or replace any component not operating within its specification.

Should a system not be returned to its optimal state (unable to boot) with a minimum of troubleshooting:

·          Grace will replace the entire system (all hardware) at no cost to the customer at any point during the warranty period.

·          Grace may replace the entire system with the next evolution of the platform (all hardware) if the unit is End-of-Life (EOL) and is unavailable.

Note: This does not require the customer to justify their request for service in any way.

Zero Response Time Service (ZRTS):  Grace Global Zero Response Time Service, is the initiative created to provide our customers with unparalleled warranty support by supplying an onsite parts closet with all volume systems orders. (See below for system category specifics) Onsite replacement parts may include: Hard Drive, Optical Drive, Memory & Power Supply. This inventory of replacement parts allows customer staff technicians to remedy most common issues immediately.  The Return Merchandise Authorization (RMA) process and replacing “parts closet” inventory happen after the system is restored to its previous 100% functioning condition minimizes valuable user down time.

Grace Extended Care Warranty (GECW) with  Zero Response Time Service (ZRTS), is included with all Grace branded computer systems.   However, Zero Response Time Service (ZRTW) is only available for volume systems orders which meet the following minimum order requirements:

Volume Unit qualifies for Grace Zero Response Time Service (ZRTS) program: FREE Parts Closet Provided

• Notebooks:  Insight, Discovery, Vision Series – 30 units:  complete system. 1 each
• Desktop: Prism & Diri  Series – 20 units: Optical drive, Hard Drive, Memory, Power Supply, Keyboard, Mouse. 1 each
• Professional Desktop: J-Box Series – 20 units: Optical drive, Hard Drive, Mem, Power supply, Kyd, Mouse. 1 each
• Professional Workstation: Explorer Series- - 50 units: Optical drive, Hard Drive, Memory, Power supply. 1 each
• Servers and Storage: PowerFrame, K-Frame Series – 50 units: Hard Drive, Memory, Power supply. 1 each
• Telephony Servers: TeleFrame – 50 units: Hard Drive, Memory, Power supply. 1 each
• Security Appliances: Sentinel – 30 units: Hard Drive, Memory, Power supply. 1 each
• Modular Server Systems: FlexFrame– 1 unit (w/2 Compute modules) Hard Drive, Memory, Power Cell. 1 each

This warranty does not cover peripheral devices, such as docking stations, external modems, external speakers, game devices, carrying cases, secondary monitors, and external mouse on notebooks, external keyboard on notebooks, and other computer components not internal to the Product.  This warranty is for hardware only. Grace Extended Care Warranty (GECW) does not cover any defects in or damage (including without limitation virus-inflicted damage) to software preloaded on, purchased with or otherwise loaded on the Product, including without limitation Custom Factory Integration items.  We will exercise reasonable efforts to, but this Agreement does not guarantee that we will, repair or replace Custom Factory Integration items that may otherwise be excluded components.

1. Scope of Services:

• Repair and Replacement Service:  During the warranty period and subject to the limitations in this Agreement, we will repair or replace the Product as necessary to correct any damage to or defects in the Product. 

If we repair your Product, you understand and agree that we may replace original parts with new or used parts from the original manufacturer, or a different one.  Replacement parts will be functionally equivalent to the original parts.  In our discretion, we may designate an affiliated company or contract with a third party to complete repairs on the Product.

If we decide that it is necessary to replace the Product rather than repair it, you will receive a Product equivalent to or better than the Product you originally purchased from us, as determined by us in our sole and reasonable discretion.

Limitation of Liability:  NEITHER GRACE NOR ITS AFFILIATES, PARTNERS, OFFICERS, DIRECTORS, EMPLOYEES OR AGENTS ARE LIABLE TO YOU, OR ANY SUBSEQUENT OWNER OR OTHER USER OF THE PRODUCT, FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, LIABILITY OR DAMAGES FOR THE PRODUCT NOT BEING AVAILABLE FOR USE, LOSS OR CORRUPTION OF DATA OR SOFTWARE, PERSONAL INJURY, DEATH, OTHER INDIRECT LOSS DUE TO PRODUCT FAILURE, OR ANY AND ALL INCIDENTAL, INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE PRODUCT, EVEN IF YOU HAVE ADVISED US OF THE POSSIBILITY OF SUCH DAMAGES.  BY ENTERING INTO THIS AGREEMENT, YOU EXPRESSLY WAIVE ANY CLAIMS DESCRIBED IN THIS PARAGRAPH.  YOU AGREE AND UNDERSTAND THAT WE WILL NOT BE RESPONSIBLE FOR ANY AMOUNT OF DAMAGES ABOVE THE AGGREGATE DOLLAR AMOUNT PAID BY YOU FOR THE PURCHASE OF THE PRODUCT COVERED BY THIS AGREEMENT.  SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SOME OR ALL OF THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU

     2.   Your Responsibilities. 

General:  To receive the Grace Extended Care Warranty (GECW) and Grace Zero Response Time Service (ZRTS) service, you are responsible for complying with the following:

• Cooperate with Technician: You must cooperate with the technician to ensure that the Product is properly serviced.  At our discretion, the technician will either send you a replacement part for you to install on the Product or give you directions to ship the Product to our repair facility.  So long as you follow our directions, we will pay all shipping charges for return of the Product to our repair facility. In some cases, where we can determine over the telephone that a replacement Product will be necessary, we may, in our discretion, ship you a replacement Product immediately.  However, if you fail to return the damaged Product to us, you agree that you are responsible for the retail price of the replacement Product.
• Payment:  GECW  and ZRTS Service is only available with the purchase of any Grace Brand system Our invoice to you for the Product will indicate the start date of your Grace Extended Care Warranty (GECW )(ZRTS) Service, and will serve as your receipt.  We will mail you a copy of the invoice and this Agreement within ten (10) days after your purchase of a Product with GECW  and ZRTS Service.  In addition, the Product will be tagged with a serial number that will indicate your purchase of GECW  and ZRTS Service (the “Product Service Tag”).
• How and When to Use:

Grace support service is available during normal business hours on weekdays, excluding federal holidays.  Grace is not liable for any failure or delay in performance due to any cause beyond its control. 

Grace Global Inc., 1933 Redondo Ave SLC, UT 84108, and its authorized repair partners are the only party obligated to provide service under this Agreement.  To initiate a service request under this Agreement, you must call (801) 487-6350.  When you call, we will ask for the System Serial number located on your Product.  Once the technician has verified your purchase of a Grace System, he or she will ask you a series of questions to assess the extent and cause of damage to the Product in order to resolve your issue immediately.

3.   General Terms:

a.     Term and Renewal:  This Agreement begins on the date you receive the Product from us and expires concurrent with the expiration date of your warranty coverage.  The term of this Agreement may not be extended or renewed.

b.    Claims of Confidentiality or Proprietary Rights:  You agree that any information or data disclosed or sent to Grace, over the telephone, electronically or otherwise, is not confidential or proprietary to you.

c.  Transferability:  You may transfer this Agreement to subsequent owners of the Product.  We will provide GECW  and ZRTS Service for the period of the warranty to all subsequent owners of the Product, but before we provide GECW  and ZRTS Service to a subsequent owner, it is the responsibility of the subsequent Product owner to provide us with Product Service Tag and/or invoice information to verify the purchase of GECW  and ZRTS Service by the Product’s original owner.

 Cancellation:  This Agreement is dated as of the date you receive the Product from us.  You may cancel this Agreement within the thirty (30) days of your receipt of this Agreement by sending written notice to us at:               

Grace Global Corporation

1933 Redondo Ave

Salt Lake City, UT 84108

Attn:  Service and Support Department

If you cancel this Agreement within thirty (30) days of your receipt of it, we will send you a full refund less the cost of claims, if any, made under this Agreement. You may not cancel this Agreement after thirty (30) days of your receipt of this Agreement, except as provided in paragraph 3(g) below for customers in certain states.

We may cancel this Agreement if you fail to pay us the Total Price for Advance Support Incentive Service in accordance with our invoice terms, make a misrepresentation to us or our agents, or otherwise breach your obligations under this Agreement.  We will

not cancel this Agreement for any other reason.  If we cancel this Agreement, we will send you written notice of cancellation at the address indicated in our records.  The notice will include the reason for cancellation and the effective date of cancellation, which will not be less than ten (10) days from the date we send notice of cancellation to you, except as provided in paragraph 13 for customers in certain states. 

d.    Entire Agreement:  This Contract is the entire agreement between you and Grace with respect to its subject matter and none of Grace’s employees or agents may orally vary the terms and conditions of this Contract.

e.     Additional Remedies.  This Agreement affords you specific legal rights.  You may have additional legal rights that vary from state to state, including those listed below.  The Product you purchase from us may also come with a extended warranty from Grace or third party manufacturers of Products we distribute.  Please consult our extended warranty statements for your rights and remedies under those extended warranties.

g.   State Specific Provisions.  The terms stated in this paragraph are specific to certain states.  If you are not a permanent resident of the state identified in each paragraph below at the time you purchase GECW  and ZRTS Service, you are not eligible for these rights and/or remedies.  We are not obligated to provide GECW  and ZRTS Service under these terms except in the states specified below.

·       Alabama, Georgia and Kentucky Customers.  The obligations of Grace under this Agreement are backed by the full faith and credit of Grace 

·          California, Illinois and North Carolina Customers.  You may cancel this Agreement at any time by following the procedures for cancellation in paragraph 3(d) of this Agreement.  If you cancel this Agreement after thirty (30) days of your receipt of this Agreement, you are entitled to a pro-rata refund as follows:  Refund = The Total Price minus (a) the number of days from the date you receive the Product until we receive notice of your cancellation divided by the term of this Agreement; (b) 0.1 multiplied by the Total Price; and (c) the cost of any repair or replacement provided to you before cancellation.

·       Hawaii Customers.  If you cancel this Agreement pursuant to paragraph 3(d) of this Agreement and we fail to refund the purchase price of this Agreement to you within forty-five (45) days after your cancellation, we are obligated to pay you a penalty of 10% per month of the amount of the refund due and owing to you.  Your right to cancel this Agreement pursuant to paragraph 3(d) above only applies to the original owner of the Agreement and may not be transferred to subsequent owners of the Agreement.  The obligations of Grace under this Agreement are backed by the full faith and credit of Grace.

·       Nevada Customers.  You may cancel this Agreement at any time by following the procedures for cancellation in paragraph 9 of this Agreement.  If you cancel this Agreement any time after thirty (30) days after your receipt of this Agreement, you are entitled to a refund of the unearned premium calculated on a pro rata basis, minus a cancellation fee of 10% of the Total Price.  We may cancel this Agreement for any reason within seventy (70) days after your receipt of this Agreement.  We may cancel this Agreement thereafter only if:

·       You fail to pay an amount when due;

·       You are convicted of a crime that results in additional GECW  and ZRTS Service;

·       It is discovered that you committed fraud or made a material misrepresentation in obtaining this Agreement or submitting a claim;

·       It is discovered that you engaged in an act or omission, or violated a condition of this Agreement, after the date of this Agreement which substantially and materially increases the GECW  and ZRTS Service; or

·       A material change occurs to the nature or scope of the GECW  and ZRTS Service that causes it to be substantially and materially increased beyond that contemplated as of the date of this Agreement.

If we cancel this Agreement as provided above, we will send you written notice at the address indicated in our records.  The notice will include the effective date of the cancellation, which will not be less than fifteen (15) days after the date we send you the notice of cancellation. In addition, you will be entitled to a refund of the unearned premium calculated on a pro rata basis.  If we fail to deliver to you within forty-five (45) days any unearned premium to which you are entitled as provided above, you will be entitled to an additional amount equal to 10% of the Total Price for every thirty (30) days such refund is delayed beyond the 45-day period.  The obligations of Grace under this Agreement are backed by the full faith and credit of Grace.

·       New York Customers.  If you cancel this Agreement pursuant to paragraph 3(d) above and we fail to refund the purchase price of this Agreement to you within thirty (30) days after your cancellation, we are obligated to pay you a 10% penalty per month of the amount of the refund due and owing to you.  The obligations of Grace under this Agreement are backed by the full faith and credit of Grace.

·       South Carolina Customers.  If you cancel this Agreement pursuant to paragraph 3(d) above and we fail to refund the purchase price of this Agreement to you within forty-five (45) days after your cancellation, we are obligated to pay you a 10% penalty per month of the amount of the refund due and owing to you.  Your right to cancel this Agreement pursuant to paragraph 3(d) above only applies to the original owner of the Agreement and may not be transferred to subsequent owners of the Agreement.  If we cancel this Agreement, we will send you written notice of the cancellation at least fifteen (15) days prior to the effective date of cancellation.  The obligations of Grace under this Agreement are backed by the full faith and credit of Grace.

·       Texas Customers.  If you cancel this Agreement pursuant to paragraph 3(d) above and we fail to refund the purchase price of this Agreement to you within forty-five (45) days after your cancellation, we are liable to you for a penalty of no more than 10% per month of the amount of the refund due and owing to you.  Your right to cancel this Agreement pursuant to paragraph 3(d) above only applies to the original owner of the Agreement and may not be transferred to subsequent owners of the Agreement.  The obligations of Grace under this Agreement are backed by the full faith and credit of Grace. 

·       Washington Customers.  If you cancel this Agreement pursuant to paragraph 3(d) above and we fail to refund the purchase price of this Agreement to you within thirty (30) days after your cancellation, we are obligated to pay you a penalty of 10% per month of the amount of the refund due and owing to you.  Your right to cancel this Agreement pursuant to paragraph 3(d) above only applies to the original owner of the Agreement and may not be transferred to subsequent owners of the Agreement.  The obligations of Grace under this Agreement are backed by the full faith and credit of Grace.

·       Wyoming Customers.  If you cancel this Agreement pursuant to paragraph 3(d) above and we fail to refund the purchase price of this Agreement to you within forty-five (45) days after your cancellation, we are obligated to pay you a penalty of 10% per month of the amount of the refund due and owing to you.  Your right to cancel this Agreement pursuant to paragraph 3(d) above only applies to the original owner of the Agreement and may not be transferred to subsequent owners of the Agreement.  The obligations of Grace under this Agreement are backed by the full faith and credit of Grace.  The final determination in any arbitration proceeding pursuant to paragraph 3(i) below may be submitted to a court of competent jurisdiction in accordance with Section 1-36-101 of the Wyoming Statutes

h.    Governing Law.  THE PARTIES AGREE THAT THIS AGREEMENT, THE PURCHASE AND USE OF THE SERVICES AND PRODUCT, OR ANY CLAIM, DISPUTE OR CONTROVERSY (WHETHER IN CONTRACT, TORT, OR OTHERWISE, WHETHER PREEXISTING, PRESENT OR FUTURE, AND INCLUDING STATUTORY, CONSUMER PROTECTION, COMMON LAW, AND EQUITABLE CLAIMS) BETWEEN YOU AND GRACE arising from or relating to this Agreement, its interpretation, or the breach, termination or validity thereof, the relationships which result from this Agreement, your purchase or use of the services and or Product, Grace's advertising, or any related purchase SHALL BE GOVERNED BY THE LAWS OF THE STATE OF UTAH, WITHOUT REGARD TO CONFLICTS OF LAW.  

i.      Binding Arbitration.  ANY CLAIM, DISPUTE, OR CONTROVERSY (WHETHER IN CONTRACT, TORT, OR OTHERWISE, WHETHER PREEXISTING, PRESENT OR FUTURE, AND INCLUDING STATUTORY, CONSUMER PROTECTION, COMMON LAW, INTENTIONAL TORT AND EQUITABLE CLAIMS) BETWEEN YOU AND GRACE, ITS AGENTS, EMPLOYEES, PRINCIPALS, SUCCESSORS, ASSIGNS, AFFILIATES (COLLECTIVELY FOR PURPOSES OF THIS PARAGRAPH, "GRACE GLOBAL") arising from or relating to this Agreement, its interpretation, or the breach, termination or validity thereof, the relationships which result from this Agreement (including, to the full extent permitted by applicable law, relationships with third parties who are not signatories to this Agreement), your purchase or use of the services and or Product, Grace Global's advertising, or any related purchase SHALL BE RESOLVED EXCLUSIVELY AND FINALLY BY BINDING ARBITRATION ADMINISTERED BY THE NATIONAL ARBITRATION FORUM (NAF) under its Code of Procedure then in effect (available via the Internet at http://www.arb-forum.com, or via telephone at 1-800-474-2371). In the event of any inconsistency or conflict between NAF Code of Procedure and this Agreement, this Agreement shall control. The arbitration will be extended solely to the dispute or controversy between you and Grace Global. NEITHER YOU NOR GRACE GLOBAL SHALL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS BY OR AGAINST OTHER GRACE CLIENTS, OR ARBITRATE ANY CLAIM AS A REPRESENTATIVE OR CLASS ACTION OR IN A PRIVATE ATTORNEY GENERAL CAPACITY. The individual (non-class) nature of this dispute provision goes to the essence of the parties' arbitration agreement, and if found unenforceable, the entire arbitration provision shall not be enforced. This transaction involves interstate commerce, and this provision shall be governed by the Federal Arbitration Act 9 U.S.C. sec. 1-16 (FAA). Any award of the arbitrator(s) shall be final and binding on each of the parties, and may be entered as a judgment in any court of competent jurisdiction. Grace Global will not be responsible for paying for your arbitration fees. If you prevail on any claim that affords the prevailing party attorneys' fees, or if there is a written agreement providing for fees, the arbitrator may award reasonable fees to you as the prevailing party, under the standards for fee shifting provided by law. Otherwise, each party shall pay for its own costs and attorneys' fees, if any. Information may be obtained and claims may be filed with the NAF at P.O. Box 50191, Minneapolis, MN 55405.

What kind of damage is covered by the 1 yr  warranty for accidental damage to notebook computers only?

What kind of Hardware damage is NOT covered.

Unauthorized System Hardware or Bios Modification

e.g. Removal and/or installation of ANY components not original to the system. Or “Over clocking” of CPU, video adapter or system

memory frequency.

Damage caused by intentional acts, fire, earthquake, explosion, flooding, theft or similar loss, is not covered under GECW  and ZRTS Service. Some examples of damage that would NOT be covered are:

Limits of GCCW and GZRTS Services:

This Agreement does not cover and we are not obligated to repair or replace:

Any Product located outside of the United States (the fifty (50) states and the District of Columbia).

·          Any damage to or defect in the Product that is cosmetic only or otherwise does not affect Product functionality.  Under this Agreement, we are not obligated to repair reasonable wear and tear on the Product and other superficial items, such as scratches and dents that do not materially impair your use of the Product.

·          Any Product that anyone other than Grace or a person we designate has tried to repair.  Any repair or attempted repair on the Product covered by this Agreement by any party other than us or someone we designate will void and cancel this Agreement.  We will not reimburse you for any repairs that you or another person make or attempt to make to the Product.

·          Any Product that is lost or stolen.  To receive repair or replacement of a Product, you must return the damaged Product to us in its entirety.

·          Any Product that is damaged by fire from an external source or that is intentionally damaged.  If we find evidence of intentional damage, we are not obligated to repair or replace the Product.

·          Any recovery or transfer of data stored on the Product.  You are solely responsible for all data stored on the Product.  We do not provide you any data recovery services under this Agreement.  However, if hard drive replacement is necessary, we will reload, at no charge to you, the then-current version of major application and operating system software you originally purchased from us, including any installed Custom Factory Integration applications.  We do not, however, represent or warrant and this Agreement does not obligate us to ensure that any installed Custom Factory Integration applications will be compatible with the replacement Product.

·         Preventive maintenance.  It is not necessary that you perform any preventive maintenance on the Product to obtain repair or replacement of a Product covered by this Agreement.

Important:    This warranty does not cover user generated malfunctions.

               Examples of additional issues not covered under the warranty include: 

·          All Grace notebook or mobile computer system batteries, carry a one (1) year limited manufacturer warranty.

·          Any unauthorized modification of hardware (including hardware independently purchased & not original to the Grace system and or installed without consulting Grace Technicians or Bios settings modifications.

·          Hardware and/or software malfunctions as a result of installation of “unsigned” software applications. (“Unsigned” refers to lack of Microsoft Operating System certification of compatibility.)

·          All P2P (Peer to Peer) file transfer applications. 

·          All malfunctions of software or hardware that result from Computer Viruses, Trojans, Down-loaders, Worms, Spyware and email-delivered spam etc are not covered by the warranty. 

·          Any removal or modification of core Operating System components or modules. It remains the responsibility of the purchaser of the Grace system to ensure that it has adequate firewall, anti-virus and anti-spyware protection installed and kept up to date. This includes installing current “Windows Updates” provided free of charge by Microsoft Corporation, found at URL:  http://www.update.microsoft.com/microsoftupdate/v6/default.aspx?ln=en-us

 For example, under this Agreement, we will not repair or replace the Product if it is damaged because you spill liquid on the keyboard, unless the Product is a notebook computer and the 1 year accidental damage coverage is still in force.               

·          You accidentally drop the Product

·          An electrical surge damages the Product’s internal circuitry

·          The LCD/monitor cracks or shatters in extreme temperatures or other conditions

How is the repair/replacement handled?

If an incident occurs, you can call Grace’s technical support line to report the problem. Grace’s technicians will ask you a series of questions designed to determine the extent and cause of the damage or failure. Depending on your system type, the cause and extent of damage, and, Grace will initiate appropriate repair or replacement services. The services may include shipment of customer replaceable parts if they are not already onsite, or requests for shipment of damaged product to a Grace’s repair facility, or initiation of whole unit exchange procedures.

Notice of Restrictions:

Grace Extended Care Warranty (GECW) and Zero Response Time Service (ZRTS) are available in all states but are not available for Employee Purchase Program customers (Government, Healthcare, Faculty, Staff and Students).

Regular Extended Warranty

Grace Diri, Prism, J-Box and the Explorer Series Computers have a three (3) year extended warranty.  Because of the excellent quality of our systems and components, service calls are rare. The initial thirty (30) days are covered by an immediate replacement policy that allows the defective unit to be returned to the place it was originally purchased for a brand new unit. Service is provided through the dealer or reseller where the unit was purchased. Extended or on-site service arrangements are available at the time of purchase.

Grace Insight, Journey, Discovery and Vision Series Laptop Computers have a three (3) year extended warranty.  Because of the excellent quality of our systems and components, service calls are rare. The initial thirty (30) days are covered by an immediate replacement policy that allows the defective unit to be returned to the place it was originally purchased for a brand new unit. Service is provided through the dealer or reseller where the unit was purchased. Extended or on-site service arrangements are available at the time of purchase.

Grace PowerFrame, TeleFrame and Sentinel Series Server Computers have a three (3) year extended warranty.  Because of the excellent quality of our systems and components, service calls are rare. The initial thirty (30) days are covered by an immediate replacement policy that allows the defective unit to be returned to the place it was originally purchased for a brand new unit. Service is provided through the dealer or reseller where the unit was purchased. Extended or on-site service arrangements are available at the time of purchase.

Grace Global: Peripheral Items – LCD Monitors, Scanners, and Printers etc. are covered by a three (3) year manufacturers extended warranty. The initial thirty (30) days are covered by an immediate replacement policy that allows the defective unit to be returned to the place it was originally purchased for a brand new unit. 

Grace Global LCD Monitors have a one (1) year manufacturer’s extended warranty. The initial thirty (30) days are covered by an immediate replacement policy that allows the defective unit to be returned to the place it was originally purchased for a brand new unit.

IMPORTANT: Prior to shipping computers for repair, the client must ensure any important data and programs on the hard disk drive (HDD) are backed up.  Grace Global Inc. is not responsible for any lost data.

TECHNICAL SUPPORT

Grace Global Technical Support Contact Information

Phone:  (801) 487-6350 Ext 1005       Email: gsupport@graceglobalinc.com

Customers calling for 24/7 telephone support, extended or on-site warranty service on computers that offer that option should call the toll free telephone number on the back of the unit. Service technicians will ask for the serial number affixed to the system.

RETURN MERCHANDISE AUTHORIZATION (RMA) PROCEDURE
The consumer should call the Grace Global Technical Support Team telephone number listed above. The technicians will walk callers through a troubleshooting process and initiate the repair or replacement process.

STANDARD SERVICE (For Resellers and Dealers)

Grace Global will provide direct RMA support to the resellers and dealers on all Grace Global systems and peripherals. To request an RMA for these items, the reseller or dealer should call the telephone number above. In addition to the information about the defective item (like model, serial number, description of problem, etc.), the technicians will request the name of the distributor that the product was purchased from, date of purchase and distributor invoice number. Prior to shipping:

1. The RMA number must be clearly printed on the outside of each box. The RMA number and serial number(s) must appear on the return shipping documents.

2. All products returned must be shipped with freight and shipping charges prepaid.

The Product(s) must be sent to:
Grace Global Corporation.  (RMA) 1933 East Redondo Ave, Salt Lake City Utah, 84108

Units that have proven to be defective will be replaced with new or re-certified units of equal or greater value. If we're unable to repair the system, Grace will ship a replacement unit within two (2) business days of receipt.

UNAUTHORIZED PRODUCT RETURNS: IN THE EVENT THAT ANY PRODUCT IS RETURNED WITHOUT AUTHORIZATION, THE SENDER WILL BE NOTIFIED IN WRITING AND INSTRUCTED TO ISSUE A CALL TAG. THE PRODUCT WILL BE HELD FOR 30 DAYS. IF AT THE END OF THE PERIOD, THE PRODUCT HAS NOT BEEN RETRIEVED IT WILL BE ASSUMED IT IS ABANDONED AND WILL BE DISPOSED OF ACCORDINGLY.

Extended Warranty Policy

A defective unit or part may be returned for a repair/replacement. However, this extended warranty does not cover the repair of cracked, scratched, broken or modified plastics; other cosmetic damage, or parts that have been altered, defaced or removed. The warranty also doesn't apply to accidents, misuse, abuse, negligence, improper shipping, acts of God, or any failure caused by an alteration or repair performed by someone other than an authorized Grace agent. This extended coverage constitutes the sole and exclusive remedy for any buyer of Grace systems and components. It is in lieu of all other warranties, expressed, implied or statutory; including, but not extended to, any implied warranty of merchantability of fitness.

OUT-OF-WARRANTY SERVICE is available from Grace.  For more information on this option, contact the Grace Global Technical Support Team. 1-801-487-6350