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Hardware Warranty and Parts Replacement

All hardware offered by Also Energy, Inc (“AlsoEnergy”) is selected for the highest demonstrated field reliability. We do, however, recognize that occasionally parts may fail. As a result, AlsoEnergy offers programs that address hardware failures to ensure that the needs of our customers are met. Terms and conditions related to those programs are located at https://home.alsoenergy.com/terms. Please note that these programs are applicable for North America only. Please contact your local AlsoEnergy representatives for offerings outside North America.

1. End-User Hardware Limited Warranty

  • 1.1. End User Warranty Periods.

    AlsoEnergy offers a 5-year warranty unless otherwise noted in the product descriptions. The following general exclusions apply:

    1. Sensor Calibration, e.g., Pyranometers.
    2. Special-order hardware, including but not limited to: items including the words
      “SPECIAL ORDER” or item numbers ending in “-SPCL” and parts whose descriptions include “Long Lead Time,”
      “Not Returnable,” or “Manufacturer’s Warranty Applies,” or are not normally stocked and may only be serviced via the Standard RMA process.
    3. Residential R-LGate-CatM1 or R-LGate-CatM1-DISC have a standard warranty of 2-years. If warranty extension is not indicated on the original sales order and invoice 2-year warranty will be honored.
      Any Vision CatM1 Meter that goes offline (stops reporting data to the Locus’ platform) and remains offline for a period exceeding twelve (12) months, will be subject to a void of warranty. It is the customer’s responsibility to ensure that all Locus equipment remains online.
  • 1.2. Hardware Product Warranty Start Date.

    The warranty term begins on the date of shipment from AlsoEnergy as evidenced by the date stated on the order’s packing slip.

  • 1.3. Hardware Repaired Warranty.

    AlsoEnergy warrants that the product is free from manufacturing defects for the longer of thirty days or the balance of the original warranty.

  • 1.4. Hardware Exclusions and Limitations.

    For the time periods set forth with the specific product, AlsoEnergy warrants to the original end user that the product (excluding expendable parts and covers) you have purchased from AlsoEnergy or an AlsoEnergy authorized reseller is free from defects in material and workmanship under normal use.

    This limited warranty does not apply to any products or parts from which the serial number has been removed or altered or that have been damaged or rendered defective:

    1. as a result of water damage, lightning, electrical over voltage, accident, misuse or abuse.
    2. by the use of parts not approved, manufactured or sold by AlsoEnergy or not conforming to also energy specifications.
    3. by modification without the written permission of AlsoEnergy.
    4. as a result of installation or service by anyone other than AlsoEnergy, an authorized AlsoEnergy service center, or an AlsoEnergy service provider certified to perform such work.
    5. as a result of failures due to a product for which AlsoEnergy is not responsible.
    6. as a result of use in an environment for which the product was not designed.
    7. as a result of sensor degradation or calibration drift.
  • 1.5. Critical Updates.

    When AlsoEnergy releases a critical update to a hardware or firmware component to the product, in-warranty or uplifted support will only be provided for six months on the previous version. After the six-month period, support will be provided on a time and material basis.

2. Disclaimer of Warranties

  • 2.1. Except as expressly stated herein AlsoEnergy expressly disclaims all other warranties, express or implied, including, but not limited to, the implied warranties of design, merchantability, fitness for a particular purpose, or title, any warranties arising from a course of dealing, usage, or trade practice, or any warranties of non-infringement of any third party’s patent(s), trade secret(s), copyright(s), or other intellectual property right(s). In the event the product, part or repair is not free from defects as warranted above, end-user’s sole remedy shall be repair or replacement at AlsoEnergy’s discretion as provided above.

  • 2.2. No oral or written information or advice given by AlsoEnergy or AlsoEnergy authorized representative shall create any warranty or in any way increase the scope of this limited warranty.

  • 2.3. AlsoEnergy does not warrant that operation of the product will be uninterrupted or error free or that the functions contained in the products will operate in combinations not authorized by AlsoEnergy.

  • 2.4. AlsoEnergy products are manufactured using new materials or new and refurbished materials equivalent to new in performance and reliability.

3. Limitation of Liability

  • 3.1. Under no circumstances, including negligence, shall AlsoEnergy or AlsoEnergy suppliers be liable to end-user, for any injuries, damage to or replacement of product or property, costs for recovering, reprogramming, or reproducing any program or data used with the product, or any special, indirect, incidental, economic or consequential damages or claims for loss of business or loss of profits whatsoever, even if the party from which damages are being sought was advised of the possibility of such loss or damage. Some states do not allow the limitation or exclusion of liability for incidental or consequential damages, so the above limitation or exclusion may not apply to you. In no event shall AlsoEnergy’s total liability to you for all damages, losses, and causes of action, whether in contract, tort (including negligence) or otherwise, exceed the amount paid by you for the product.

  • 3.2. All AlsoEnergy products are covered by a limited warranty. This limited warranty gives you specific rights. You may have other rights that may vary from state to state or country to country.

4. General Terms

  • 4.1. AlsoEnergy shall use commercially reasonable efforts to respond within the time specified by these terms. However, the times specified are targets and not a guarantee. AlsoEnergy is not responsible for failure to fulfill its obligations pursuant to these terms and conditions due to acts of God, labor disputes, shortages of parts or materials or any other causes similar or dissimilar, beyond its reasonable control. These terms and conditions constitute the complete and exclusive agreement regarding the warranty terms and conditions of AlsoEnergy branded product. These Terms and Conditions supersede any prior agreements or representations- including representations made in AlsoEnergy sales literature or advice given to customer by AlsoEnergy, an AlsoEnergy authorized reseller, or an agent or employee thereof that may have been made in connection with customer’s purchase of the product. No change to the conditions of these terms and conditions is valid unless it is made in writing and signed by an authorized representative of AlsoEnergy. AlsoEnergy may in its sole discretion modify the terms and conditions at any time and from time to time. If any provision of these terms and conditions is held invalid by any law or regulation of any government or by any court, such invalidity will not affect the enforceability of other provisions in these terms and conditions. These terms and conditions will be governed by the laws of the State of Texas. Any legal suit, action or proceeding arising out of or relating to these terms and conditions will be commenced in a federal or state court in Houston, Texas, and each party hereto irrevocably submits to the exclusive jurisdiction and venue of any such court in any such suit, action or proceeding.

    In the event of a defect, these are your exclusive remedies.

5. Return Process

  • 5.1. Standard Return Material Authorization (“RMA”) Program

    Included at no cost to our customers and covers most parts, this process may have a longer lead time.

    Process:

    1. Customer technician works directly with AlsoEnergy Support to identify suspect part(s) and initiate an RMA replacement.
    2. Customer technician ships the suspect part(s) to AlsoEnergy utilizing the provided return label. The suspect RMA parts must be shipped within 14 business days of the issuance of the RMA number, or the RMA request will be cancelled.
    3. Upon receipt of suspect part(s,) The suspect unit(s) undergoes warranty evaluation.
    4. If the unit(s) are found to have faults that are covered under warranty, it will be repaired or replaced and returned, preconfigured to the site specifications at no charge or obligation to the customer.
    5. If the returned suspect part(s) are not eligible for warranty coverage new units will need to be procured, in some cases the manufacturer may be able to repair the unit(s.) All costs incurred due to repairs or evaluations will be the responsibility of the customer/RMA requestor.
  • 5.2. Advance Exchange Return Material Authorization (“RMA”) Program:

    This program has a faster turnaround than the Standard RMA process. It excludes Special Order hardware and part(s) as listed in Section 5.4 “Other Points,” below.

    Process:

    1. Customer initiates an RMA with AlsoEnergy Support.
    2. An authorized customer technician works with AlsoEnergy Support while onsite to identify suspect part(s) and initiate an RMA replacement.
    3. AlsoEnergy Support will email the customer technician the terms of the Advanced Exchange RMA.
      1. The terms are accepted/ approved by an authorized signatory personnel member.
      2. Customer agrees that these “approved personnel” (technicians or subcontractors) are authorized to request and approve RMA terms.
    4. AlsoEnergy RMA Dept. issues a Return Material Authorization (RMA) number and processes the RMA request based on the timetable below. Once the RMA replacement(s) has shipped, confirmation and tracking will be emailed to the requesting technician.
      Type Leadtime Shipping
      Standard: Unit is not impacting the site’s ability to collect production data. 3-6 Business Days Shipping via 3 Day
      Expediated: Unit is impacting the site’s ability to collect production data. 2-4 Business Days Shipping via 2 Day
      Urgent: The customer requires a faster lead-time than offered by AlsoEnergy. 1-2 Business Days Shipping via Next Day Air
      The timetable is subject to the replacement part(s) being in stock, and authorization by the customer technician is given before 8:00 am MST.
    5. Upon receipt of the replacement part(s), the customer technician installs and return the suspect unit(s) within fourteen (14) business days to AlsoEnergy using the RMA return shipping label provided.
    6. Upon receipt of suspect part(s):
      1. The product manufacturer will diagnose the failure.
      2. AlsoEnergy will invoice the customer for the equipment advanced as the result of the following:
        1. The suspect part(s) has fault(s) that is not covered under warranty.
        2. The suspect part(s) is not returned within the 14 day return period.
        3. The suspect part(s) is tested and determined to have no faults. In this case the unit will be returned to the customer as is.
  • 5.3. Residential Hardware Advance Exchange RMA Program

    Included at no cost or obligation to our residential customers and covers all residential LGate meters.

    Process:

    1. An authorized customer technician works with AlsoEnergy Support to identify suspect meter(s.)
    2. The authorized customer technician requests replacement meter(s) via email at support@alsoenergy.com.
    3. AlsoEnergy Support issues a Return Material Authorization (RMA) number.
      1. AlsoEnergy will ship the replacement meter(s) 5-7 business days via pre-paid ground shipping label.
      2. Upon receipt of replacement meter(s), customer technician installs replacement meter(s) and returns the suspect meter(s) within thirty (30) business using the prepaid shipping label emailed to the requesting tech or discards part(s) if instructed by AlsoEnergy Support staff. An invoice will be issued for the replacement(s) if the suspect meter(s) cause of failure is not covered by the AlsoEnergy Warranty, or in the event that the suspect meter(s) are not returned within the 30day return period.
    *AlsoEnergy certifies all Vision CatM1 Meters to be free from defect in material and workmanship for a period of two (2) years after the original purchase (or five (5) years if extended warranty is purchased), as evidenced by the date on the invoice. Any Vision CatM1 Meter that goes offline (stops reporting data to the Locus’ platform) and remains offline for a period exceeding twelve (12) months, will be subject to a void of warranty. It is the Customer’s responsibility to ensure that all Locus Equipment remains online.
  • 5.4. Other Points
    1. Special Order hardware- Parts ending in -SPCL and parts whose descriptions include *Long Lead Time, and *Not Returnable are not normally stocked and may only be serviced via the Standard RMA process, or Spare Parts Kit.
    2. Removal, shipment to AlsoEnergy, shipping insurance and loss or damage of the product or part(s) to be exchanged, as well as the installation and configuration of the replacement product or part(s) is the responsibility of the customer.
    3. Residential R-LGate-CatM1 or R-LGate-CatM1-DISC have a standard warranty of 2- years. If warranty extension is not indicated on the original sales order and invoice 2-year warranty will be honored. Any Vision CatM1 Meter that goes offline (stops reporting data to the Locus’ platform) and remains offline for a period exceeding twelve (12) months, will be subject to a void of warranty. It is the Customer’s responsibility to ensure that all Locus Equipment remains online.
    4. No part(s) can be returned without a valid Return Material Authorization (RMA) number.
      1. Failure to obtain an RMA will result in the customer bearing all costs associated with the shipping and handling of the returned part(s.)
      2. The product or part(s) being exchanged must be returned to an AlsoEnergy specified receiving location with the RMA number clearly indicated on the outside of the shipping package, or included in the “Attention to” portion of the address or customer will bear all costs associated with the shipping and handling of the returned part(s.)
    5. AlsoEnergy shall not be responsible for any delays as a result of customs.
    6. Warranty Coverage.
      1. Once the suspect unit(s) have been received by AlsoEnergy, the warranty coverage will be assessed.
      2. Replacements will be issued pursuant to warranty eligibility.
      3. Customers with overdue invoices are subject to RMA hold. AlsoEnergy reserves the right, to remove a customer from the Advanced Exchange RMA Program and only offer the Standard RMA Program.
    7. AlsoEnergy reserves the right to choose, at its sole discretion, to exchange the whole unit or failing part(s) with new or refurbished, equivalent or better part(s) and may at its discretion, supply units that are aesthetically different.
    8. AlsoEnergy assumes responsibility for loss or damage of replacement part(s) occurring during shipment to customer.
    9. AlsoEnergy reserves the right, at its sole discretion, to issue a credit for the purchase price instead of replacing the part(s.)
    10. For purposes of this limited Warranty, “refurbished” means part(s) that have been returned to their original specifications.
    11. All returned part(s) become the property of AlsoEnergy.

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