Covered on every unit — whatever the condition.

Every unit we supply carries a 12-month hardwaresys warranty regardless of condition, self-funded and Return-to-Base (RTB). Where the manufacturer’s own warranty applies, vendor cover can extend further — up to 36 months on New/OEM and up to 24 months on refurbished equipment — held in the vendor’s name. The exact term depends on the equipment category, its condition and the selected quality-control level, and is confirmed on your quote.

In case of a fault, the faulty unit or component is sent for diagnostics and repair via our service facility. The buyer ships the faulty item to the service centre for repair or replacement. Warranty covers diagnostics of faulty equipment, repair or replacement of faulty components, and restoration of the equipment to working order. Other terms are agreed individually.

Refurbished equipment is restored and certified after possible prior use — it passes diagnostics, testing and pre-shipment preparation, which is why it carries a higher grade and a longer warranty. Used equipment is sold tested-working, as-is, with no refurbishment cycle, at a lower price and base warranty. We currently list New, OEM and Refurbished conditions.

Both tiers share the same framework — 24/7 request intake via the site or email, support hours on weekdays 09:00–18:00, remote diagnostics, RTB replacement and a rotating buffer of common spares held with our partners. They differ in speed: Basic registers and reacts within 24 hours and restores within up to 30 working days; Advanced registers and reacts within 4 hours, restores within 1–5 working days, and adds an on-site engineer arranged per project. The support level is chosen per project at the RFQ stage.

On-site cover is available on the Advanced SLA, arranged per project on request — we bring in a service engineer for the site and the case at hand rather than holding a standing regional contract. Coverage and response are confirmed on your quote. Most warranty work is handled Return-to-Base through our service facility.

Contract or order number, organization, a contact (name, phone, email), the hardware name and serial number, a description of the problem, and supporting evidence — event logs, console output, screenshots or diagnostic output. Requests are prioritised as Critical (full outage of critical services), High (partial fault), Medium (moderate) or Low (consultation).