Warranty and Refund Policies

Our Warranty Policy

Scalable Informatics warrants that our hardware will be free from material defects in workmanship and materials for three (3) years from the date of original purchase for most products, and one (1) year for Delta-V and Pegasus products. For full details regarding our warranty policy, please contact us.

If you encounter a problem, please contact our support staff at 734.786.8423 option 2 or email our support desk. We will work to determine the nature of the issue and, at our discretion, repair or replace the defective hardware.

For systems and parts determined not covered under warranty, Scalable Informatics offers part replacement and/or system repair. We will provide you an estimate of replacement and/or repair costs prior to beginning work.

For warranty-covered hardware failures, we offer an RMA (Return Materials Authorization) process for repair or replacement of the defective hardware. Please follow the steps below to receive your RMA.

 

Our RMA Process

  1. Request an RMA for your component.
    • Returned products require an RMA number to ensure the component is correctly correlated to your original purchase and shipped to the correct location.
    • To request an RMA, use our RMA request form or email our support system. If emailing, please include your name, phone number, the shipping address for the replacement component, the serial number of JackRabbit, Delta-V, or Pegasus unit, and a description of the problem you encountered. Please include "RMA Request" in the subject line of the email.
    • You will receive a confirmation email that the RMA request was received, as well as a ticket number from our support system.
    • Our staff will email you an RMA number and information on packaging and returning the component to us.

    2.  

  2. Send the component to Scalable Informatics.
    • Once your RMA is issued, please follow the emailed packing guidelines and ship the component to the address below.
    • We recommend shipping using a courier who provides package tracking and insurance, as Scalable Informatics is not responsible for damage incurred during the shipping process.
      • Scalable Informatics
      ATTN: [Your RMA Number]
      7954 N Lilley Rd.
      Canton, MI 48187

    3.  

  3. Obtain response from Scalable Informatics.
    • You will receive an email once your shipment is received and examined to indicate the approval status of your component. It typically takes 1-3 days from the time we receive your component to review and respond to your RMA.
    • Should we require further information regarding the component or related issues, we will email or call you to facilitate quicker resolution.
    • If you have any questions on the progress of your RMA request, please feel free to email the support system (including the ticket number in the subject line) or phone us.

    4.  

  4. Receive resolution on your RMA.
    • If your RMA is approved, you will receive an email indicating the shipping status of your replacement component.
    • Replacement components may be refurbished parts which carry a warranty matching the unit or 90 days, whichever is longer.

 

Our Refund Policy

Our goal is to provide you with a high performance computing/storage solution that exceeds your expectations in performance, reliability and ease of use. To ensure your complete satisfaction, each system is custom configured and built to your specifications and rigorously tested before leaving our facility.

Since our systems are designed and built for your individual business' needs, we cannot accept returns on equipment purchased. We do, however, offer a generous support program, including replacement of any defective parts as per our warranty policy.

We are very confident in and proud of our systems, and think that you will be eminently satisfied with our solutions. Please contact us if you have any questions about this or any other policy.