The program covers defects in materials and workmanship in the NEUBE hardware (servers, switches, storage) including the peripheral products that comes with the original purchase (i.e. hard disks, PCI cards, CPUs, memory DIMMs & mezzanine cards).

The program does not cover:

• Any 3^rd party software installed onto the NEUBE servers.
• Reinstallation and reconfiguration of software/OS after hardware replacement is installed.
• 3rd party peripherals & accessories added onto the NEUBE hardware outside of what NEUBE provide
• Any problems which resulted from:
  • Operations of the NEUBE hardware outside the specified operating environments
  • External factors like electrical issues, accidental damage, or intentional abuse
  • Use of 3rd party peripherals & accessories
• Normal wear & tear
• NOTE: Solid State Disks (SSD) have a lifetime limit usually measured in the Terabytes Written (TBW) or Drive Writes per Day (DWPD). Warranty will be voided if the SSD becomes faulty due to usage reaching the lifetime limit.

Neube will be responsible to:

• Perform the Service with due care and professional skills
• Provide a single contact point for hardware problem determination and resolution for the hardware covered
• Perform the Service in accordance to service level specified in Schedule A
• Provide part replacement with the same or comparable parts where it is deemed necessary for the proper functioning of the hardware (to rectify the fault).
• NOTE: Replacement parts may not always be the exact same model as the faulty part. Serveron will at its best effort provide the same model but there will be cases that the same model is not in-stock and therefore we will provide a comparable spec model to replace.

NEUBE’s support responsibilities exclude:

• Service of features, parts, or devices not are not delivered as per the original order
• Professional service including but not limited to operating system hardening, system/data backup and recovery, operating system migration and configuration
• Handling of security vulnerability related to the operating software, codes and patches that reside in the devices

NEUBE expects the following from our customer (at no charge to NEUBE):

• Grant NEUBE’s authorized personnel an inspection of the hardware.
• Backup, remove and protect the data and operating system prior to presenting the hardware for service
• Decide when the hardware needs service. Before requesting service, where applicable, the Customer agrees to perform problem determination procedures, which include running the diagnostic program, problem analysis, and service request procedures that Neube’s technical support provides
• Provide sufficient and safe access to the Customer’s facilities and systems
• Inform NEUBE of any changes in a Server’s location (additional cost may be incurred if the location change is outside of Klang Valley)
• Seek advice of 3rd party peripherals & accessories which is to be added onto the NEUBE hardware on its compatibility