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Computer Warranty Services Corporation
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Customer Responsibiities

To enable CWSC® to provide the best possible support and service during the Limited Warranty Period, you will be required to: 

  • Maintain a proper and adequate environment, and use the Hardware Product in accordance with the manufacturer's instructions furnished.
  • Verify configurations, load most recent firmware, install software patches, run CWSC® provided diagnostics and utilities, and implement temporary procedures or workarounds provided by CWSC® while CWSC® works on permanent solutions.
  • Allow CWSC® to keep resident on your systems or sites certain system and network diagnosis and maintenance tools to facilitate the performance of warranty support (collectively referred to as “Proprietary Service Tools”); Proprietary Service Tools are and remain the sole and exclusive property of CWSC.  Additionally, you will:
    - Use the Proprietary Service Tools only during the applicable warranty period and only as allowed by CWSC®
    - Install, maintain, and support Proprietary Service Tools, including any required updates and patches
    - Provide remote connectivity through an HP-approved communications line, if required
    - Assist HP in running the Proprietary Service Tools
    - Use the electronic data transfer capability to inform CWSC® of events identified by the software
    -  Purchase or use provided-specified remote connection hardware for systems with remote diagnosis service, if required
    -  Return the Proprietary Service Tools or allow CWSC® to remove these Proprietary Service Tools upon termination of warranty support
    -  Not sell, transfer, assign, pledge, or in any way encumber or convey the Proprietary Service Tools

In some cases, CWSC® may require additional software such as drivers and agents to be loaded on your system in order to take advantage of these support solutions and capabilities. 

  • Use CWSC® remote support solutions where applicable.  CWSC® strongly encourages you to use available support technologies provided by CWSC®. If you choose not to deploy available remote support capabilities, you may incur additional costs due to increased support resource requirements.
  • Cooperate with CWSC® in attempting to resolve the problem over the telephone.  This may involve performing routine diagnostic procedures, installing additional software updates or patches, removing third-party options, and/or substituting options.
  • Make periodic backup copies of your files, data, or programs stored on your hard drive or other storage devices as a precaution against possible failures, alteration, or loss. Before any onsite repairs or returning any Hardware Product to CWSC® for warranty support, back up your files, data, and programs, and remove any confidential, proprietary, or personal information.
  • Maintain a procedure to reconstruct your lost or altered files, data, or programs that is not dependent on the Hardware Product under warranty support.
  • Notify CWSC® if you use any Hardware Products in an environment that poses a potential health or safety hazard to a CWSC® employees or subcontractors while repairing a unit.  CWSC® may require you to maintain such products under CWSC® supervision and may postpone warranty service until you remedy such hazards.
  • Perform additional tasks as defined within each type of warranty service listed below and any other actions that HP may reasonably request in order to best perform the warranty support.

Types of hardware warranty service
Listed below are the types of warranty services that may be applicable to the Hardware Product you have purchased.  For more details, refer to the “Limited Warranty Period” section.

Customer Self Repair  
CWSC® products are designed with many Customer Self Repair (CSR) parts to minimize repair time and allow for greater flexibility in performing defective parts replacement. If during the diagnosis period, CWSC identifies that the repair can be accomplished by the use of a CSR part, CWSC® will ship that part directly to you for replacement. There are two categories of CSR parts:  

  • Parts for which customer self-repair is mandatory.  If you request CWSC® to replace these parts, you will be charged for the travel and labor costs of this service.
  • Parts for which customer self-repair is optional.  These parts are also designed for customer self-repair.  If, however, you require that CWSC® replace them for you, this may be done at no additional charge under the type of warranty service designated for your product.  

Based on availability and where geography permits, CSR parts will be shipped for next business day delivery.  Same-day or four-hour delivery may be offered at an additional charge where geography permits.  If assistance is required, you can call the CWSC® Technical Support Center and a technician will help you over the phone. CWSC® specifies in the materials shipped with a replacement CSR part whether a defective part must be returned to CWSC®.  In cases where it is required to return the defective part to CWSC®, you must ship the defective part back to CWSC® within a defined period of time, normally five (5) business days. The defective part must be returned with the associated documentation in the provided shipping material. Failure to return the defective part may result in CWSC® billing you for the replacement. With a customer self-repair, CWSC® will pay all shipping and part return costs and determine the courier/carrier to be used.

Parts Only Warranty Service 
Your CWSC® Limited Warranty may include a parts only warranty service. Under the terms of parts only service, CWSC® will provide replacement parts free of charge. If CWSC® carries out the repair, labor and logistics costs are at your expense.

Advanced Unit Replacement Warranty Service
Your CWSC® Limited Warranty may include an advanced unit replacement warranty service. Under the terms of the advanced unit replacement warranty service, CWSC® will ship a replacement unit directly to you if the Hardware Product you purchased is diagnosed as defective. On receiving the replacement unit, you will be required to return the defective unit back to CWSC®, in the packaging that arrives with the replacement unit, within a defined period of time, normally five (5) days. CWSC® will incur all shipping and insurance costs to return the defective unit to HP. Failure to return the defective unit may result in CWSC® billing you for the replacement unit.

Pick Up and Return Warranty Service
Your CWSC® Limited Warranty may include a pick up and return warranty service. Under the terms of pick up and return service, CWSC® will pick up the defective unit from your location, repair it, and return it to your location. CWSC® will incur all repair, logistics, and insurance costs for this type of service.

Mail-In Warranty Service
Your CWSC® Limited Warranty may include a mail-in warranty service. Under the terms of mail-in service, you will be required to ship your Hardware Product to an authorized service location for warranty repair. You must prepay any shipping charges, taxes, or duties associated with transportation of the product to the repair location. In addition, you are responsible for insuring any product you ship, and you assume risk of loss during shipping. CWSC® will return the repaired product to you and incur all logistics and insurance costs to return the product to you.

Carry-In Warranty Service
Your CWSC® Limited Warranty may include a carry-in warranty service. Under the terms of carry-in service, you will be required to deliver your Hardware Product to an authorized service location for warranty repair. You must prepay any shipping charges, taxes, or duties associated with transportation of the product to and from the service location. In addition, you are responsible for insuring any product shipped or returned to an authorized service location, and you assume risk of loss during shipping.

On-Site Warranty Service
Your CWSC® Limited Warranty may include an on-site warranty service.  Under the terms of on-site service, CWSC® may, at its sole discretion, determine if a defect can be repaired: 

  • Remotely
  • By the use of a CSR part
  • By a service call at the location of the defective unit

If CWSC® ultimately determines that an on-site service call is required to repair a defect, the call will be scheduled during standard office hours unless otherwise stated for the Hardware Product you purchased. Standard office hours are typically 08:00 to 5:00, Monday through Friday, but may vary with local business practices. If the location of the defective unit is outside the customary service zone (typically 50km), response times may be longer or there may be additional charges. To locate the nearest CWSC® authorized service provider, refer to the CWSC® website at www.computerwarrantyservice.com/support. In order to receive on-site support, you must: 

  • Have a representative present when CWSC® provides warranty services at your site
  • Notify CWSC® if products are being used in an environment which poses a potential health or safety hazard to HP employees or subcontractors
  • Subject to its reasonable security requirements, provide CWSC® with sufficient, free, and safe access to and use of all facilities, information, and systems determined necessary by CWSC® to provide timely support
  • Ensure that all manufacturers labels (such as serial numbers) are in place, accessible, and legible
  • Maintain an environment consistent with product specifications and supported configurations

Listed below are the types of warranty services that may be applicable to the Hardware Product you have purchased. For more details, refer to the “Limited Warranty Period” section.

Options Limited Warranty
The Limited Warranty terms and conditions for most CWSC® branded options (CWSC® Options) are as set forth in the Limited Warranty applicable to the CWSC® Option and are included in the CWSC® Option product packaging. If your CWSC® Option is installed in a Hardware Product or upgrade of same, CWSC® may provide warranty service for either the period specified in the warranty documents (CWSC® Option Limited Warranty Period) that shipped with the CWSC® Option or for the remaining warranty period of the Hardware Product in which the CWSC® Option is being installed, whichever period is the longer unless stated otherwise in the "Limited Warranty Period" section. In all cases, the warranty period of the CWSC® Option will not exceed year (1) year from the date you purchased the CWSC® Option unless an extended option is purchased from CWSC® or their authorized representatives. The CWSC® Option Limited Warranty Period starts from the date of purchase from CWSC® or a CWSC® authorized reseller. Your dated sales or delivery receipt, showing the date of purchase of the CWSC® Option, is your warranty start date.  See your CWSC® Option Limited Warranty for more details.   Non-CWSC options are provided “AS IS”.  However, non-CWSC manufacturers and suppliers may provide warranties directly to you. 

Spare Parts 
All CWSC® spare parts (see Notes 1 and 2 below) that are used to replace defective parts in a CWSC® product are entitled to:

  • the remaining service period of the product in which it is installed; or
  • 90 days' parts replacement warranty, whichever is greater.

This may include free on-site repair if the CWSC® product is entitled to on-site warranty. See Table - Warranty Services Table.
NOTE 1: The replacement spare part must be a compatible spare part.
NOTE 2: This does not include Spare Rechargeable Battery Packs, Spare Compaq Negligent Products and Network Interface Cards, Microcom Integrated Access Devices, and Compaq External Modems (see below).
Spare Compaq Rechargeable Battery Packs are entitled to a 12 month Parts-only Warranty. Spare Compaq Negligent, Compaq External Modems and Microcom Integrated Access Products are entitled to the remaining warranty of the replaced product as shown in Table. They do not adopt the remaining service period of the product to which they are connected and or any warranty services to which the product is entitled (this/which may include free on-site repair). Spare Negligent Network Interface Cards receive lifetime Parts-only Warranty.

NOTE: Spare Part, provided that the replacement part purchased to repair ''Out of Warranty'' machines are entitled to 90 days' parts-only warranty from date of sale of the spare part to the End User. It is a requirement that an End User Proof of Purchase is provided when claiming spare part warranty. Validation of the spare part warranty will be made against this Proof of Purchase. This may be dependent on local country legislation.

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Computer Warranty Services Corporation
204 Bagdad Street
Mail Drop: PO Box 1953
Leander, Texas 78641
USA
Main: 1-214-224-0440
International: 011+214-2240440
N.A. : 1-877-614-7181 (toll free)
info@computerwarrantyservices.com