Maintenance Agreement

Thank you for purchasing the UTM-series product from Cellopoint International Corporation (abbreviated as Cellopoint in the following). Cellopoint will provide you with repair and maintenance service during the period of this agreement. If you have any problem with the UTM-Product, please register your product on Cellopoint website and indicate this agreement to the distributor the UTM-Product from, and the distributor will repair it or arrange a replacement.

  1. Scope of maintenance

    • Basic guarantee service: Cellopoint guarantees its product should be found without any defect to its material and production during the period of agreement, or defect of its software function. If the product is found with defect within the period of agreement, the distributor will be responsible for repair or replacement of same model of product, including online upgrading of CelloOS.

    • If you purchase 5*8 service: Customer repair support is provided by phone or on-premise during office hour (depending on distributor working hours).
      Way of service: your distributor will provide telephone support and problem-shooting assistance, and if the technical support personnel from the distributor cannot solve the problem, they will dispatch personnel to the site in 6 hours, and have the problem resolved within 24 hours.

    • If you purchase 7*24 service: Customer repair support is provided by phone or on-premise (24 hours, 7 days a week).
      Way of service: our distributor will provide telephone line remote support and problem-shooting assistance, and if the technical support personnel from the distributor cannot solve the problem, they will dispatch personnel to the site in 4 hours, and have the problem resolved on the same day.

    • If you replacement unit service: the distributor will provide replacement for the appliance or even a higher level of the model, in order for the company to continue their operations. The broken appliance has to be returned to the authorized vendor for repair, and it should be repaired and returned to the user within 8-hour to restore operations.

  2. Accreditation of maintenance

    • You must hold the signed agreement, and the appliance must be sealed by Cellopoint to make it valid.

  3. Duration Accreditation of maintenance

    • Based on the first article of this agreement, repair and maintenance service during the period maintenance will be provided as it has been written in the agreement.
      If the agreement expires, you can also purchase extended maintenance service or replacement unit maintenance service from the distributor.
      Example for a label:

  4. Scope of non-warranty and maintenance

    • Please do not open the shell of appliance to ensure the safety of the product. Once the appliance is opened (noticed by the broken label) the one-year warranty will automatically lose its effect, no matter if it is during the period of warranty. If you decide to send the product back to the distributor for repair, please make sure the product is well-packed, and entertained the transportation fee to ensure its safe arrival.

Any of the following scenarios is considered beyond the scope of free warranty service:
1. UTM-Software and hardware are not used according to the manual or the designated methods stipulated in the license contract.
2. Tear apart, delete, append, or revise (including upgrading and expanding) the software, hardware, or parts on one’s own.
3. Natural disasters, such as fire, typhoon, tornado, earthquake, tsunami, lighting and others human devastation, such as vandalism or robbery.
4. Series number of the product cannot be identified, and product label has been damaged.
5. Any damage incurred during the process of delivery as result of poor packaging.
6. Damage incurred on product that is opened part, repaired, or remodeled by unauthorized personnel of Cellopoint.

When the product is sent to your distributor for maintenance, the period of maintenance before and after the repair or replace should be calculated as a part of the period of the agreement.

If you have any technical problem, please contact your service supplier directly, or write to support@cellopoint.com

If you have any sales inquiry, please contact your service supplier directly, or write to sales@cellopoint.com