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Warranty and Support Policies
Limited Warranties and Return Policy

Orbit Micro -branded hardware products purchased in the U.S. come with either a 90-day, 1-year, 2-year, 3-year or 4-year limited warranty, depending on the product purchased. To determine which warranty came with your hardware product(s), see your packing slip or invoice. The following sections describe the limited warranties and return policy for the U.S.

What is covered by this limited warranty?

This limited warranty covers defects in materials and workmanship in your — our end-user customer's — Orbit Micro-branded hardware products, including Orbit Micro branded peripheral products.

What is not covered by this limited warranty?

This limited warranty does not cover:

  • Software, including the operating system and software added to the Orbit Micro branded hardware products through our factory-integration system, third-party software, or the reloading of software
  • Problems that result from:
    • External causes such as accident, abuse, misuse, or problems with electrical power
    • Servicing not authorized by Orbit Micro
    • Usage that is not in accordance with product instructions
    • Failure to follow the product instructions or failure to perform preventive maintenance
    • Problems caused by using accessories, parts, or components not supplied by Orbit Micro
  • Products with missing or altered serial numbers
  • Products for which Orbit Micro has not received payment

THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE (OR JURISDICTION TO JURISDICTION). ORBIT MICRO'S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR AND REPLACEMENT AS SET FORTH IN THIS WARRANTY STATEMENT. ALL EXPRESS AND IMPLIED WARRANTIES FOR THE PRODUCT, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN TIME TO THE TERM OF THE LIMITED WARRANTY PERIOD REFLECTED ON YOUR PACKING SLIP OR INVOICE. NO WARRANTIES, WHETHER EXPRESS OR IMPLIED, WILL APPLY AFTER THE LIMITED WARRANTY PERIOD HAS EXPIRED. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THIS LIMITATION MAY NOT APPLY TO YOU.

WE DO NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED WARRANTY OR FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, ANY LIABILITY FOR THIRD-PARTY CLAIMS AGAINST YOU FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST DATA OR LOST SOFTWARE. OUR LIABILITY WILL BE NO MORE THAN THE AMOUNT YOU PAID FOR THE PRODUCT THAT IS THE SUBJECT OF A CLAIM. THIS IS THE MAXIMUM AMOUNT FOR WHICH WE ARE RESPONSIBLE.

SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.

How long does this limited warranty last?

This limited warranty lasts for the time period indicated on your packing slip or invoice, except for the following Orbit Micro branded hardware:

  • The limited warranty for monitors purchased independent of a system lasts for the time period indicated on your packing slip. Monitors purchased with a system are covered by the system limited warranty.
  • Other add-on hardware carries the longer of either a 1-year limited warranty for new parts and a 90-day limited warranty for reconditioned parts or, for both new and reconditioned parts, the remainder of the warranty for the Orbit Micro computer on which such parts are installed.

The limited warranty on all Orbit Micro branded products begins on the date of the packing slip or invoice. The warranty period is not extended if we repair or replace a warranted product or any parts. Orbit Micro may change the availability of limited warranties, at its discretion, but any changes will not be retroactive.

What will Orbit Micro do?

While the warranty is still in effect we will repair any Orbit Micro branded hardware products returned to us that prove to be defective in materials or workmanship. If we are not able to repair the product, we will replace it with a comparable product that is new or refurbished.

We will replace any defective part with new or refurbished parts, if we agree that it needs to be replaced. When you contact us, we will require a valid credit card number at the time you request a replacement part, but we will not charge you for the replacement part as long as you return the original part to us within 30 days after we ship the replacement part to you. If we do not receive the original part within 30 days, we will charge to your credit card the then-current standard price for that part.

When you contact us, we will issue a Return Material Authorization Number for you to include with your return. You must return the products to us in their original or equivalent packaging, pre-pay shipping charges, and insure the shipment or accept the risk if the product is lost or damaged in shipment. We will return the repaired or replacement products to you. We will pay to ship the repaired or replaced products to you if you use an address in the United States (excluding Puerto Rico and U.S. possessions and territories). Otherwise, we will ship the product to you freight collect.

If we determine that the problem is not covered under this warranty, we will notify you and inform you of service alternatives that are available to you on a fee basis.

NOTE: Before you ship the product(s) to us, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). Remove any confidential, proprietary, or personal information and removable media such as floppy disks, CDs, or PC Cards. We are not responsible for any of your confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.






We use new and refurbished parts made by various manufacturers in performing warranty repairs and in building replacement parts and systems. Refurbished parts and systems are parts or systems that have been returned to Orbit Micro, some of which were never used by a customer. All parts and systems are inspected and tested for quality. Replacement parts and systems are covered for the remaining period of the limited warranty for the product you bought. Orbit Micro owns all parts removed from repaired products.

If a part is no longer available, Orbit Micro reserves the right to offer an alternative part of equal or better specification. Orbit Micro guarantees that the Orbit Micro branded hardware product will be working in equal or better performance with the alternative part.

Onsite Warranty Services Programs

For customers that purchase onsite warrant packages Orbit Micro offers the following warranty services:

• 24/7 help desk support for systems located all over the world
• World wide – on-site support both same day and next business day
• RMA/Depot repair support.
• Advanced Replacement of Parts Support coming from our depot in Texas.

Our Model:

• We offer on-site support world wide including the supplying of replacement parts. Every system under warranty with us is detailed in our service call program.

• When an end-user has a problem, he/she contacts our 24/7 help desk located in Duluth GA (suburb of Atlanta). Via our toll free numbers both in N. America and Internationally.

• The end user – will need to have the System Serial number on-hand so that our Certified help desk technicians can immediately call up the system detail to perform diagnostic and troubleshooting over the phone.

• A minimum amount of trouble-shooting is required with the end-user to properly determine what parts are needed.

• If the diagnosis is complete by 3pm Site’s local time we will arrange with the computer manufacturer to have the spare parts shipped out same day for next business day delivery in N. America, and if possible next business day delivery internationally.

• For those customers with Next business day on-site support, Orbit Micro will arrange to have the locally based on-site technician available to be on-site the next business day, provided that the parts have arrived (or are already stored on-site.)

SOURCE SUPPORT’S STANDARD WARRANTY OFFERINGS:

A: STD. SERVICES: 8/5 Help Desk with Next Business Day (NBD) on-site Response:
• Technical help desk support is available between the hours of 8:00 AM to 10:00 PM Eastern Time, Monday through Friday
• On-site hours of coverage of 8:00am to 5:00pm site’s local time, Monday through Friday – with Next Business Day Response
      - If Customer needs an on-site to take place after business hours or on weekends or holidays, Orbit Micro can perform this at         the established time and material rates.
• Due to parts logistics capabilities, the diagnosis must be complete (parts needed identified) by 3pm Site’s local time for next business day on-site to take place. If the diagnosis is not complete by 3pm site’s local time, next business day becomes the following business day (see below for further explanation).
• Spare / replacement parts must have arrived on-site before Source Support will dispatch the already acquired and prepared technician
• Orbit Micro will respond to the end-user location as soon as possible and no later than the next business day
• Customers have access to Orbit Micro's 24/7 on-line service call program

B: 24X7 SERVICES: 24/7 Help Desk with Next Business Day (NBD) Response:
• Technical help desk support available around the clock, 24 hours / day 7 days / week.
• If call takes place after standard services hours (8AM to 10PM Eastern Time), the call is answered via an automated attendant which electronically notifies one of our 24X7 technical support staff. The call will be returned within one hour (typically 15 minutes).
• On-site hours of coverage of 8:00am to 5:00pm site’s local time, Monday through Friday – with Next Business Day Response.
      - If Customer needs an on-site to take place after business hours or on weekends or holidays, Orbit Micro can perform this at         the established time and material rates.
• Due to parts logistics capabilities, the diagnosis must be complete (parts needed identified) by 3pm Site’s local time for next business day on-site to take place. If the diagnosis is not complete by 3pm site’s local time, next business day becomes the following business day (see below for further explanation).
• Spare / replacement parts must have arrived on-site before Source Support will dispatch the already acquired and prepared technician
• Orbit Micro will respond to the end-user location as soon as possible and no later than the next business day
• Customers have access to Orbit Micro's 24/7 on-line service call program

C: 24X7-4HR SERVICES: 24/7 Help Desk with 4-Hr On-Site Response:
• Customer has the option of upgrading 24X7 Services with a four (4) hour on-site response option (“4HR”), provided that spare parts are held on site
• Technical help desk support available around the clock, 24 hours / day 7 days / week.
• If call takes place after standard services hours (8AM to 10PM Eastern Time), the call is answered via an automated attendant which electronically notifies one of our 24X7 technical support staff. The call will be returned within one hour (typically 15 minutes).
• 24X7 4-hour onsite Services are responded to onsite within 4 hours after diagnosis is complete (assuming spare parts are on –site).
• 24/7 4 hour on-site hours are around the clock - 24/7/365 days a year
• Customers have access to Source Supports 24/7 on-line service call program
• Orbit Micro will not dispatch the technician until the diagnosis is complete (over the phone) and the needed replacement part is on site. Once it is confirmed that the part has arrived, Source will then dispatch the already acquired and prepared technician.

WHAT DOES NEXT BUSINESS DAY MEAN?

• NBD: If call is diagnosed before 3:00pm Eastern Time, Source Support will be able to get an on-site technician to the site the next business day
• An on-site technician will be dispatched to the site the next business day after diagnosis is complete and assuming parts are available.
• Spare parts are shipped “same day” if time allows and shipped be over-night priority.
• Spare parts are either shipped from Orbit Micro’s Depot or the computer manufacturer’s depot (depending upon who supplies parts).

WHAT DOES 4-HOUR ON-SITE MEAN?

• 4-Hour On-site: If customer has 4-hour on-site coverage, Orbit Micro will be able to send an on-site tech to the customer site within 4-hours AFTER THE DIAGNOSIS OF THE CALL IS COMPLETE & PARTS ARE ON-SITE.

• It is very important that when 4-hour on-site is sold, that spare parts also be sold and kept on-site. If the needed spare part is not on-site – the SLA becomes NBD pending parts arrival.

• Orbit Microwill not send a technician if no parts are on-site (fix will not be able to take place).

• Orbit Micro will be happy to offer Time and Material rates to send a technician on-site to perform diagnosis, but this is not a part of the standard warranty.

• Orbit Micro does offer a “Platinum 2-Step” Warranty service that allows for both on-site diagnosis to take place on day one (4-hour response) to determine parts needed, etc. and then a 2nd on-site after the replacement part has arrived (typically day 2).

What to Expect From Our On-Site Technicians and their Capabilities:

• It is very important to understand that our on-site technicians are a contracted network of locally based companies and technicians all over America (and the world). They are our smart pair of hands and eyes, and are computer break/fix technicians.

• The Orbit Micro Coverage and Pricing Model is able to achieve very aggressive warranty pricing by having “break/fix” technicians locally based all over the world, and the diagnosis expertise here in Atlanta at our help desk.

• The On-site technicians are sourced by Source Support and interviewed, reference checked, and basically “hand-picked” for each on-site visit and a complete “Pre-game” call and program is performed before each and every on-site to insure our on-site partner is fully prepared to perform his duties!

• The Customer should not expect that the on-site technician is going to be a software or operating system expert.
o Our expertise resides in the help desk. So if a customer says “the on-site tech did not know Linux” – your answer should be:
o “Yes, that’s true, our help desk is where our Linux expertise resides, and to swap out the parts, etc. he does not need to know Linux – if he has questions and or problems, he is on the phone to the help desk techs in Atlanta who will walk him through any problems or trouble shooting.”

Warranty Coverage and Limitations

The Orbit Micro Services Warranty Service Plan purchased by you determines the services provided and the period of warranty coverage.

The Warranty Service Plan provides for the replacement of Server/Workstation components that fail due to manufacturing defects in materials and workmanship. Excluded from warranty coverage are acts of nature, such as electrical storms, floods, fire, etc., acts of war and terrorism, criminal acts, and customer damage and negligence.

Warranty may be void if:

• The parts or configuration is different than what has been ordered.
• It is determined that the hardware has been upgraded or tampered without approval.
• The system location is inconsistent with information submitted (i.e. if it has been moved) without Orbit Micro being notified.

Upon receipt of a service request from you, Orbit MicroService’s help desk will contact you promptly to begin diagnosis and arrange a time for the delivery of service. After diagnosis has been performed, the help desk will then coordinate the dispatch of service parts and field engineers to your site within the terms of your Warranty Service Plan.

Under the terms of the service plan, you are responsible for providing our field service engineers with access to your Server/Workstation in a safe environment.

If spare parts have been shipped to you, shipping labels will have been included for the return of unused and defective parts after service is complete. You agree to properly package parts for return and deliver the package(s) to the selected courier for return to the appropriate address on the return shipping label. Please contact Orbit Micro Services at 1-469-916-8318 immediately for assistance with parts return issues.

You are responsible for the replacement price of parts that are not returned, and for those damaged in transit due to improper packaging. If parts return shipments are not received within 10 business days of the completion of the repair to your Server/Workstation, you will be invoiced for the parts replacement price and an administration fee of 10% of the parts replacement price and no less than $25. The parts delivered to your site at the initiation of service become your property after the returned parts are received, unencumbered by any lien, at Orbit Micro.

21-DOA Disclaimer for Onsite Warranty Service Programs

After receciveing delivery of a computer system with and Onsite Warranty package, the customer must register their warranty ASAP. Failure to do so might delay onsite warranty support. If the location of the system has been changed, the customer must re-register the warranty under the new location.

After a warranty has been registered there is a 21-day DOA period in which onsite support for the system is not available. The reason for this is because any hardware failures that may occur are most likely due to damages incurred during transportation or a defective component sent from the manufacturer.

For the initial shipment of the system to the customer, we provide coverage for the 21-day DOA period. So if there are any hardware failures during this time we will still honor the full service level of your contract. However any subsequent transportation of the system to other locations will not be covered for the first 21-days after the customer has registered the new location of the system.

If you would like your system to be covered during this 21-day period, there is a $75 additional fee.

Return Policy

For complete details on our return policy and procedures please refer to it here http://www.orbitmicro.com/company/returns.html