VolumePro 500 Support

Standard Warranty Option:

Software Updates:

You will receive free any new available software releases from TeraRecon web page for easy downloading for an additional full year. A release specific CD update can be requested for a modest fee.

Support:

You will continue to receive complimentary technical support by telephone, e-mail or facsimile for the warranty period or up to 10 contacts whichever comes first. Our staff of support engineers can quickly assess your reported problem and guide you to a quick resolution. We will guarantee an 8 working hour response time. Support requests should be sent to our Technical Support Department, during our business hours (08:00 to 16:30 Monday-Friday, EST), excluding our holidays.

Price effective 1 February 2001.
Price, Terms and Conditions subject to change without notice.

Annual Extended Warranty Option: Part Number VP500WA

After the 90-day standard warranty or the Extended Warranty Special Option program a renewable annual extended warranty plan entitles you to an additional 12 months. The Annual Extended Warranty maintains our continued long-lasting service and support commitment you under our warranty program umbrella. Annual Extended Warranty customers enjoy the same free software upgrades, as well as hardware and software support features for the term of the contract.

Annual Extended Hardware Warranty:

We will provide an additional full year of coverage to your hardware investment. We will provide quick turn around expediting service by shipping a repaired or replacement part within 24 hours.

Software Updates:

You will receive free any new available software releases from TeraRecon web page for easy downloading for an additional full year. A release specific CD update can be requested for a modest fee.

Support:

You will continue to receive complimentary technical support by telephone, e-mail or facsimile for one full year or up to 30 contacts which ever comes first. You will get priority attention with a 4 working hour response time guaranteed. Support requests should be sent to our Technical Support Department, during our business hours (08:00 to 16:30 Monday-Friday, EST), excluding our holidays.

Extended Warranty Special Option: Part Number VP500WEs

Item	Description	Price
Extended Hardware Warranty	Duration: 9 additional months to the standard warranty (12 Months total). Priority Replacement for your VolumePro® 500 during the warranty period. Ship part within 24 hours of issuing valid RMA. Repaired or replacement part shipped via overnight delivery. Returned part to be received within 30 business days or may be invoiced for list price. Warranty on replacement parts is balance of standard warranty or for 30 days of shipment.	$540.00 *All VolumePro® 500 Models Must be purchased at time of product acquisition.
Software Updates	Free software release updates when available for 9 additional months to the standard warranty (12 months total)	Included
Support (telephone/email/fax)	9 additional months to standard warranty (12 months total) or 30 contacts whichever comes first. Response time within 4 hours.	Included
Free Web Support	Unlimited	NC
Warranty Start Date	Upon Purchase

After the 90-day standard warranty period a moderately priced extended warranty is available for purchase. TeraRecon will continue to provide you with a complete range of support services, ensuring your ongoing access to the latest and most complete technical support. This assures you of continuous coverage as you use our products day-to-day to create new applications or modify existing ones. Extended Warranty customers enjoy free software upgrades as well as hardware and software support for the term of the contract. This special program is only available at the time of the initial product purchase. To purchase an extended warranty after your product purchase or at any other time see Annual Extended Warranty Option.

Hardware Extended Warranty:

We will lengthen the standard warranty period by 9 months to provide you with one full year of coverage. We will provide quick turn around expediting service by shipping a repaired or replacement part within 24 hours.

Software Updates:

You will receive free any new available software releases from TeraRecon web page for easy downloading during the warranty period plus an additional 9 months providing one full year of updates. A release specific CD update can be requested for a modest fee.

Support:

You will continue to receive complimentary technical support by telephone, e-mail or facsimile during the warranty plus an additional 9 months for uninterrupted coverage of one full year or up to 30 contacts which ever comes first. You will get priority attention with a 4 working hour response time guaranteed. Support requests should be sent to our Technical Support Department, during our business hours (08:00 to 16:30 Monday-Friday, EST), excluding our holidays.

Price effective 1 February 2001.
Price, Terms and Conditions to change without notice.

Non-Warranty Support Options:

Hardware Replacement Programs:

The Hardware Replacement Programs offers those without a warranty the ability to replace defective Real Time Visualization products at a marginal cost.

Software Updates:

Any new available software release can be purchased outside of warranty. Contact Technical Support for details.

Support:

*Per incident support option enables those without a warranty to obtain technical support. A minimum of $150.00 USD per incident per technical support hour with a one (1) hour minimum on a time and material basis. Final price subject to each incident composition and complexity. An incident is defined as each unique support request, problem or question. You will get a 72 working hour response time guaranteed. Support requests should be sent to our Technical Support Department, during our business hours (08:00 to 16:30 EST), excluding our holidays.

Price effective 1 February 2001.
Price, Terms and Conditions to change without notice.

TeraRecon's Web Pages:

You will have unlimited free access to our self-help technical support facilities for up to the minute service and support information and downloadable software updates.

Returns:

Once it is determined that the product can be returned, you will be issued a Return Merchandise Authorization (RMA) number that will be valid for 30 days. Material not received within the 30 days may be charged at the list price.

All returns are subject to the following:

• All products must be returned in original packaging. You are responsible for selecting prudent shipping. Include the RMA number outside the shipment. Risk of loss and damage to products returned pursuant to a validly authorized RMA shall pass to TeraRecon, Inc. upon tender of the returned product to TeraRecon at TeraRecon Inc., 300 Baker Ave, Suite 301, Concord, MA 01742.
  
• All returns must be shipped prepaid. You are responsible for any shipping, handling, duty and VAT charges that may be applied to return material under RMA. TeraRecon does not use a shipping agent. Any shipments sent collect will be refused.
  
  
• Please provide your Company Name, Address, Point of Contact, Part Number, Part Description, Quantity, Suspected Problem or Return Justification and Serial Number when requesting an RMA.
  
• Customers are NOT AUTHORIZED to return material prior to a valid RMA being issued by Customer Support. Materials shipped to TeraRecon without a valid RMA may be returned freight collect to the customer and billed a handling charge.
  
  
• Product returned and found to be not defective may be charged a shipping and handling fee.
  
  
• Product shipped back for credit must be returned in like new condition. Product received incomplete or defective may be charged a repair and or replacement fee.

Address the shipment to:

TeraRecon Inc.
Attn: Technical Support RMA #
300 Baker Ave, Suite 301
Concord, MA 01742

New Releases:

TeraRecon will occasionally make advanced copies of VolumePro® software accessible to our customers and partners for beta testing.

Now obtainable for your testing is our beta VolumePro® VLI Plus Post Warp software.

The VLI Plus library provides a software postwarp for the VolumePro® 500. The software postwarp may be used alone, generating a bitmap, or with the included display capability. These allow the VolumePro® 500 to be used in environments where hardware acceleration of OpenGL is not available or is otherwise undesirable.

Please immediately report any problems that you experience. Please include in your report:

• Your name, your company or organization, and your testing platform (OS, hardware configuration)
• Current test status
• Problems you have discovered
• General comments and impression

Kindly email your problem and or status reports to: