VSR provides free live telephone, web, and E-mail support to all ACTIVE Authorized Dealers and Distributors, and to an End User who has a valid END USER STANDARD OR PRIORITY Support Agreement in place.
Support is available to INACTIVE Dealers, Distributors and End Users who do not have a Support Agreement in place. Support is billed at a rate of $150.00 per hour, with a one hour minimum, during normal business hours and at a rate of $225.00 per hour, with a one hour minimum, for after hours support. All charges must be pre-paid with a credit card prior to receiving support unless billing terms have been pre-arranged.
- Monday through Friday 8:00 AM to 5:00 PM Pacific Time (Normal Support Hours)
- Monday through Friday 5:00 PM to 8:00 AM, Saturday and Sunday Pacific Time (Emergency Support Hours)
TERMS AND CONDITIONS:
1) PAYMENT TERMS AND CREDIT:
a. The initial system order is shipped C.O.D. Cashier’s check or pre-paid credit card. C.O.D. company check is available with proper bank verification.
b. After the initial order, DEALERS approved for a line of credit will have terms of 3% to be pre-paid, 2% Net 10 days, or standard terms of Net 10 days, Net 15 days or Net 30 days from invoice date, as determined by VSR accounting department. Credit card purchases do not qualify for an early pay discount.
c. In the event that DEALER has unpaid invoices due to VSR that have been outstanding for more than ten (10) days from the invoice due date, VSR reserves the right, in its own sole discretion, to place DEALER on CREDIT HOLD. A finance charge of one and a half percent (1 1/2%) per month, or the maximum amount permitted by law, will be applied to the past due portion of DEALER’S account balance until paid in full. In the event VSR places any pending sales on HOLD, DEALER is liable for any priority shipping charges incurred to meet DEALER’S installation commitments.
d. DEALERS on CREDIT HOLD will be temporarily suspended from receiving free technical support until their outstanding balance has been brought current.
e. If any of DEALER’S invoices are not paid within sixty (60) days from the invoice date, all applicable discounts are forfeited and DEALER will be re-invoiced for the PRODUCTS at Dealer List Price or the published catalogue Price.
f. DEALER agrees that VSR is not liable for any consequential damages as a result of withholding shipment of DEALER’S orders until its account is brought current.
g. In the event that DEALER is indebted to VSR on past due accounts, notes or open account, DEALER agrees to pay all reasonable expenses, such as collection agencies fees and attorney fees incurred by VSR while attempting to recover such indebtedness.
h. Security for Payment: As security for the full penance by DEALER of all of its obligations herein, and the full and prompt payment of all sums due or which may become due from DEALER to VSR hereunder, DEALER agrees to execute such Security Agreement and UCC-1 Financing Statements as may be requested by VSR from Time to Time.
2) CANCELLATION AND RETURNS:
a. Provided that an order has not been shipped, DEALER may, at any time, terminate part of or all of a purchase order placed by it hereunder.
b. In the event the DEALER wishes to return PRODUCT to VSR after it has been shipped, a credit will be issued only if the following criteria are met. NO REFUNDS WILL BE MADE.
c. DEALER must contact VSR and request an RFC (Return for Credit) number prior to returning PRODUCT. PRODUCT RETURNED TO VSR WITHOUT AN RFC NUMBER WILL BE REFUSED.
d. PRODUCT RETURNED FOR CREDIT MUST BE RECEIVED BY VSR WITHIN THIRTY (30) DAYS FROM ORIGINAL SHIP DATE.
e. DEALER must clearly label the outside of box with the RFC number returned to VSR.
f. DEALER shall pay all transportation charges to VSR’s facility for the return of the PRODUCT
g. DEALER shall pay a twenty-percent (20%) restocking charge of the purchase price for all standard PRODUCT and twenty-five (25%) restocking charge of the purchase price for special order PRODUCT.
h. All shipping and handling charges will not be credited. i. Software and security upgrade packets cannot be returned for credit.
j. All items to be returned for credit must be returned in working order and include all accompanying documentation, software and accessories.
3) WARRANTY AND REPLACEMENT PRODUCT:
a. VSR PRODUCTS include a one year limited warranty from the date of purchase that covers any manufacturing defects, in material and/or workmanship. This warranty does not cover damage due to misuse, natural disasters, shipping damage, alterations to PRODUCT, or acts of god or war.
b. VSR makes no other warranties of any kind, either implied or expressed, including warranties of merchantability and fitness for a particular use.
c. VSR is not liable for any incidental, accidental, consequential or punitive damages, and any breach of warranty or otherwise.
d. If defect does occur:
i. VSR retains the right to replace or repair PRODUCT, at its sole discretion.
ii. DEALER will contact VSR technical support department and report potential PRODUCT failure. If VSR technical support determines PRODUCT is defective, an RMA (Return Material Authorization) number will be issued to DEALER authorizing them to return PRODUCT to VSR. VSR will ship a replacement PRODUCT to DEALER in a timely manner. Upon PRODUCT receipt, DEALER must return defective PRODUCT to VSR within ten days.
iii. DEALER must properly package PRODUCT to be returned to VSR to ensure it is not damaged during transit. VSR is not responsible for any damage that may occur during shipping to its office. Sufficient insurance is the responsibility of the shipper.
iv. DEALER must clearly label the outside of box with the RMA number issued by VSR.
v. PRODUCT RETURNED TO VSR WITHOUT AN RMA NUMBER WILL BE REFUSED.
vi. DEALER agrees to pay all transportation costs to return the defective PRODUCT to VSR.
vii. DEALER will be billed for replacement PRODUCT when PRODUCT ships from VSR.
viii. Defective product must be received by VSR within 10 days of replacement product receipt to avoid 10% surcharge.
ix. If VSR has not received the defective PRODUCT within 30 days of replacement shipment, defective PRODUCT will not be accepted and DEALER is responsible for previously billed invoice.
Call us: +1 (530) 889-1500 x2
Or, the most expedient way is at email@example.com.