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Onsite Service Information

Onsite Services are available for purchase with Puget Systems PCs, workstations, servers and laptops, for government and professional users only, at the time of original sale.

Onsite Repair Services Warranty

Puget Systems is proud to partner with a national network of technicians to provide onsite repair service. Use of these services requires the purchase of an onsite warranty through Puget Systems. If you have questions about the elligibility of your system, please contact Puget Systems.

Before calling our support line, please have the Puget Systems serial number from the failed computer available for our representative. The serial number is the same as your Puget Systems order number, and can be found on a sticker affixed to the rear of the computer chassis. It is very important that you have the system serial number so our Help Desk can immediately look up your information in our database for quicker and more effective diagnosis of your problem. On-site appointments can not be scheduled without the serial number of the impacted system.

Your warranty purchase requires that you allow our Help Desk to perform a minimum amount of troubleshooting / diagnostics to determine the appropriate actions required to resolve the failure, and to identify which spare parts may be required. A field service engineer and parts will then be dispatched to perform on-site repairs. Your designated contact will be informed regularly of the progress of open service calls.

Puget Systems is in partnership with a national network of technicians to provide your warranty service. All on-site services are performed by this third party network while in direct contact with Puget Systems.

Onsite Warranty Coverage and Limitations

The Onsite Warranty Service Plan purchased by you determines the services provided and the period of warranty coverage.

The Warranty Service Plan provides for the replacement of Server/Workstation components that fail due to manufacturing defects in materials and workmanship.

Excluded from warranty coverage are the following:

  • Acts of nature, such as electrical storms, floods, fire, etc.
  • Acts of war and terrorism.
  • Criminal acts, such as vandalism or theft.
  • Customer damage and negligence.
  • Damage caused during shipment.
  • Data loss of any kind.

Upon receipt of a service request from you, our help desk will contact you promptly to begin diagnosis and arrange a time for the delivery of service. After diagnosis has been performed, the help desk will then coordinate the dispatch of service parts and field engineers to your site within the terms of your Warranty Service Plan.

Under the terms of the service plan, you are responsible for providing our field service engineers with access to your Server/Workstation in a safe environment.

If spare parts have been shipped to you, shipping labels will have been included for the return of unused and defective parts after service is complete. You agree to properly package parts for return and deliver the package(s) to the selected courier for return to the appropriate address on the return shipping label.

You are responsible for the replacement price of parts that are not returned and for those damaged in transit due to improper packaging. If parts return shipments are not received within 10 business days of the completion of the repair to your Server/Workstation, you will be invoiced for the parts replacement price and an administration fee of 10% of the parts replacement price and no less than $25. The parts delivered to your site at the initiation of service become your property after the returned parts are received to Puget Systems.