Enterprise Service Assurance
Global Lifecycle Management & Commercial Service Agreements for IT Infrastructure. Defining the standards of support, warranty protection, and liable asset stewardship.
Support Policy
3-Year Premium Maintenance
All qualified hardware terminals and infrastructure sold through ITMall include extended 3-year premium maintenance, ensuring operational continuity and investment protection.
24/7 Mission-Critical Support
Access our Global Technical Assistance Center (TAC) 24/7. Level-3 certified engineers provide SLA-backed fault diagnosis and configuration mitigation across all time zones.
Rapid Incident Mitigation
We prioritize secure remote access to resolve software/configuration anomalies immediately, minimizing the latency of physical hardware dispatch.
Warranty Policy
2.1 Warranty Duration Matrix
| Asset Category | Protection Term | Commencement |
|---|---|---|
| Enterprise Infrastructure | 3 Years | Shipping Date |
| End-User Terminals / Workstations | 1 Year | Shipping Date |
| Accessories / Modules / Spares | 1 Year | Shipping Date |
2.2 Coverage Scope
ITMall warranty entitlements are globally applicable for manufacturing and functionality defects encountered under standardized operational conditions. If the equipment is covered under a manufacturer's proprietary protection plan, please adhere to their specific warranty guidelines for service eligibility.
Return Policy
Self-Service Returns Center
Submit and track your return requests (RMA) online. Our automated wizard guides you through identifying the order, selecting items, and providing necessary proofs for rapid approval.
3.1 Advanced Replacement
For hardware functionality defects confirmed within the initial 12-month period, ITMall provides Advance Replacement Services to minimize network downtime.
3.2 Compliance Timeframes
Faulty items must be returned within 10 days of RMA authorization.
Late returns beyond 20 days result in full unit charges or account suspension.
Limitations & Exclusions
Dropped devices, liquid ingress, thermal stress exceeding OEM specs, or electrical instability (surges).
Disassembly, self-repair attempts, non-certified component integration, or unapproved firmware/software.
Standard cosmetic wear and functional degradation of high-cycle mechanical parts (ports/plugs) under normal usage.
Unforeseeable events (floods, earthquakes, lightning) and biological damage (insects/animals).
Legal Framework
Limitation of Liability
In no event shall ITMall be liable for indirect, incidental, special, or consequential damages, including loss of profits, revenue, data, or business use, incurred by the customer or any third party. Our aggregate liability is strictly capped at the purchase amount of the specific defective product.
Data Stewardship
Customers are contractually obligated to perform full data sanitization and redundant backups prior to asset reclamation. ITMall maintains no liability for proprietary data residing on returned items.
Governing Law
These terms shall be governed by and construed in accordance with the laws of the Seller's Business Region, without regard to its conflict of law principles.
Final Interpretation
ITMall reserves the final right of interpretation for all Service Articles and Policies contained herein. Amendments may be published without prior individual notice.
Service Governance Team
For escalations regarding policy interpretation or extended warranty agreements, contact our dedicated assurance audit team.