Customer initiate request

1. The customer contacts Auditdata Support about a hardware issue that may be a product defect. The customer can submit the request to Auditdata Support by creating a ticket via the following link: Submit a Support Ticket or send an email to: support@auditdata.com

   • Minimum required information includes:

     • Description of the issue

     • Steps how to reproduce the problem

     • Picture/Video of the issue

     • HW - Serial number

     • Type of HW- device

Initial assessment by Auditdata Support

1. Auditdata Support troubleshoots with the customer and attempts to reproduce the problem and resolve the issue.

2. If it appears to be a hardware defect, Auditdata Support ensures all required details are captured in the ticket.

Warranty evaluation

1. Auditdata Support evaluates the ticket to determine whether the issue qualifies as a warranty case or falls under standard support/repair, based on the device’s serial number.

2. Warranty eligibility is based on whether the product has manufacturing defects caused by faulty materials or workmanship.

3. The Final warranty determination is made after Auditdata receives and inspects the device

Feedback to the customer

1. Auditdata informs the customer of the warranty decision via support ticket.

2. If the issue qualifies as a warranty case, Auditdata will offer to repair the device, or send a replacement, depending on the nature of the defect

3. Auditdata will create an RMA form and sends it to the customer to collect processing details.

Replacement Shipment

1. If the issue is covered under warranty, Auditdata will ship new or a refurbished replacement device or transducer directly to the customer.

2. The shipment includes a return label for the faulty device.

Return of Faulty Device

1. The customer returns the faulty Instrument or transducer to Auditdata for final inspection, if requested by Auditdata.

2. The Customer is required to return the faulty device within 30 days of Auditdata shipping the replacement. If the return is not received within this timeframe, Auditdata will issue an invoice to the customer for the cost of replacement device.

Final warranty evaluation

1. Auditdata performs a final evaluation by testing the returned device to identify the root cause of the issue.

2. If the issue is not covered under warranty, Auditdata will notify the Partner, invoice for the replacement device, and return the original device to the Partner