Applicable product range: Gooxi server whole machine, Gooxi server barebones, Gooxi server chassis and other related server accessories

3.1. Warranty Product: Products covered by the warranty period specified in the after-sales service agreement.

3.2. Warranty Period: The time from the purchase date until the occurrence of a malfunction.

3.3. Defective Product: Equipment that experiences hardware malfunctions during use, affecting its usability.

3.4. Out-of-Warranty Product: Refers to equipment that is either beyond its warranty period or has defects not caused by the product itself.

3.5. On-Site Service: Gooxi service personnel provide assistance at the location where the user's product is situated.

3.6. Repair Service: Users are responsible for delivering faulty products to the designated Gooxi location for maintenance.

4.1 Server Whole Machine

4.1.1 Warranty Period Details

4.1.2 The warranty period for the product starts counting either from the 15th day after the factory shipment date or from the date when Gooxi provides the shelf installation service.

4.1.3 In the case of hardware defects occurring within one month of unboxing or shelf installation at the client's end, compensation can be provided immediately. If the issue arises after one month but within the warranty period, it will be handled according to the following (4.1.4 or 4.1.5).

4.1.4 Within the warranty period, the Basic Package offers 7x24-hour telephone support with a 2-hour response time. A solution will be provided within 24 hours. Once the component issue is determined, a spare part will be requested within 24 hours, and on the next day after receiving the spare part, on-site service will be provided.

4.1.5 Within the warranty period, the VIP Service Package offers 7x24-hour telephone support with a 2-hour response time and a 12-hour solution timeframe. After identifying the component issue, within 12 hours, a technician will carry the spare part and provide on-site service. This service is applicable to certain Tier 1 cities.

4.2 Server Barebones

4.2.1 Warranty Period Details

4.2.2 The product's warranty period starts counting 15 days from the date of factory shipment.

4.2.3 If hardware defects occur within one month of unboxing at the client's end or after shipment, compensation can be provided immediately. If the issue arises after one month but is still within the warranty period, it will be handled as outlined in either 4.2.4 or 4.2.5.

4.2.4 Within the warranty period, the Basic Package offers 7x24-hour telephone support with a 2-hour response time. A solution will be provided within 24 hours. Once the component issue is determined, a spare part will be requested within 24 hours, and on the next day after receiving the spare part, on-site service will be provided.

4.2.5 Within the warranty period, the VIP Service Package offers 7x24-hour telephone support with a 2-hour response time and a 12-hour solution timeframe. After identifying the component issue, within 12 hours, a technician will carry the spare part and provide on-site service. This service is applicable to certain Tier 1 cities.

4.3 Server Chassis

4.3.1 Warranty Period Details

4.3.2 The product's warranty period starts counting 15 days from the date of factory shipment.

4.3.3 If hardware defects occur within 7 days of unboxing at the client's end or after shipment, compensation can be provided immediately. If the issue arises after 7 days but is still within the warranty period, it will be handled as outlined in either 4.2.4 or 4.2.5.

4.3.3 Within the warranty period, the Basic Package offers 7x24-hour telephone support with a 2-hour response time. A solution will be provided within 24 hours. Once the component issue is determined, a spare part will be requested within 24 hours, and on the next day after receiving the spare part, on-site service will be provided.

4.3.4 Within the warranty period, the VIP Service Package offers 7x24-hour telephone support with a 2-hour response time and a 12-hour solution timeframe. After identifying the component issue, within 12 hours, a technician will carry the spare part and provide on-site service. This service is applicable to certain Tier 1 cities

5.1 Customers or users should conduct a quality inspection of the product before the handover. Any defects or malfunctions discovered after the product handover (except for inherent defects that can only be discovered through usage) will be presumed not to be caused by Gooxi's fault.

5.2 Gooxi does not provide service for components not manufactured by Gooxi. Users should contact the sales personnel regarding such components.

5.3 This document exclusively pertains to standard warranty service policies. To meet your more advanced personalized service needs, you can enhance service response times and service duration based on the basic warranty service policy.Extended warranty services are available exclusively for the primary components detailed in the following sections (4. Warranty Period Details and Warranty Service Types for Various Components). For detailed information, please contact our sales personnel or authorized distributors.

5.4 On-Site Service: Gooxi service personnel provide service at the user's product location, and all related expenses are covered by Gooxi. If on-site service is required, users should provide an appropriate workspace and environment for product disassembly and reassembly.

5.5 In-Warranty Repair Service: Users are responsible for delivering faulty products to the designated Gooxi location for repair. After product repair or replacement of faulty components, Gooxi will return the product to the user as required and notify the user for collection. Users should ensure their mobile phones are accessible as Gooxi will provide on-site or remote service.

5.6 Out-of-Warranty Repair Service: Users are responsible for delivering faulty products to the designated Gooxi location for repair. After product repair or replacement of faulty components, Gooxi will return the product to the user as required and notify the user for collection. If users do not retrieve the product within two months, it is considered that the user agrees to Gooxi's appropriate disposition of the product. Unless otherwise stipulated or explained by applicable laws for this product, the expenses incurred for transportation and repair, as well as the risks during transit, will be borne by the user. If users encounter difficulties in sending products for repair, after reaching an agreement with Gooxi, users can obtain on-site service through a paid arrangement.

6.1 For Server Whole Machine: The warranty period begins 15 days from the date of factory shipment. If shelf installation services are provided, the warranty period starts from the completion date of the shelf installation.

6.2 For Server Barebone: The warranty period begins 15 days from the date of factory shipment. If shelf installation services are provided, the warranty period starts from the completion date of the shelf installation.

6.3 For Server Chassis: The warranty period begins 15 days from the date of factory shipment.

7.1 Whenever feasible, Gooxi will prioritize attempting to diagnose and resolve product issues through remote methods such as network or telephone assistance. If certain problems can be resolved by users through the installation of specified software updates or replacement components, Gooxi will guide users in obtaining and installing such updates or replacements. For component issues that users cannot resolve independently, Gooxi reserves the right to choose between repair or replacement of the faulty or defective components.

7.2 If the above methods are not applicable or cannot resolve the issue, Gooxi will arrange services according to Section 5, "Product Warranty Periods and Component Warranty Provisions," and Section 9.2, "On-Site Service Response Time and Response Efficiency" of this service policy. If the solution requested by the user goes beyond the scope of this service policy, the user will be responsible for the corresponding service fees.

8.1 Remote Service Response Time and Response Efficiency

8.2 On-Site Service Response Time and Response Efficiency

(1) Gooxi's on-site service hours are 5x10 (Monday to Friday, 08:00-18:00). Specific hours may vary by region across the country.

(2) After scheduling on-site service with the user, every effort will be made to provide on-site service according to the on-site service response time and response efficiency as shown below.

(1) During the remote diagnosis process, users are required to cooperate by providing as detailed and specific fault information as possible. They should also follow remote guidance to assist Gooxi service personnel in conducting diagnostic operations. In cases where the fault cannot be accurately pinpointed, it may pose difficulties in preparing the necessary components, potentially resulting in an extended time for service personnel to arrive at the site.

(2) Due to uncontrollable factors such as traffic and weather, if service personnel are unable to arrive at the site as scheduled, they will communicate with the user in advance and reschedule an appropriate on-site service time.

(1) Call the Gooxi service hotline at 400-8060-820 for assistance.

(2) Send an email to the corresponding sales or FAE (Field Application Engineer). The sales team will create a service ticket in the after-sales system, and an FAE will get in touch with the customer.

(3) Contact the corresponding sales representative through their WeChat account. The sales team will create a service ticket in the after-sales system, and an FAE will contact the customer.

When requesting warranty service, users need to provide the following information:

(1) The server whole machine model, PN code, or component code (PN), all of which can be found on a label located on the product's surface.

(2) Relevant configurations of hardware and software for components and expansion accessories.

(3) System error messages.

(4) A detailed description of the fault.

(5) User unit, contact person, contact information, and detailed address.

If the product falls under any of the following circumstances, this warranty service policy will no longer apply, and the user should seek a resolution from the relevant responsible party. Gooxi will not be held responsible for these situations:

(1) The product or component has exceeded the respective warranty period.

(2) Faulty components with altered or tampered product identification information (such as barcodes or models).

(3) Product faults or damages resulting from incorrect or inappropriate use, maintenance, or storage, including but not limited to: improper transportation and handling, use for purposes not reasonably intended for the product, improper insertion or removal of external devices, drops or improper external force, contact or exposure to inappropriate temperatures, solvents, acids, bases, immersion in water, or humid environments.

(4) Product damage or component breakage, rusting, or damage caused by unforeseen factors (such as insect infestation, rodent damage, or foreign object intrusion).

(5) Failures or damage caused by uncontrollable factors such as natural disasters (fires, floods, lightning, earthquakes, etc.).

(6) Failures or damage caused by virus infections, hacker attacks, or other malicious actions.

(7) Failures or damage caused by installations, repairs, alterations, additions, or disassembly performed by unauthorized entities or individuals not authorized by Gooxi Information.

(8) Failures or damage caused by the use of software that is not legally authorized, non-standard, not publicly distributed, or self-developed.

(9) Losses resulting from data loss or damage.

(10) Accidental, special, or consequential losses incurred when the product fails (including loss of profits, loss of use, customer downtime, and expenses for data recovery/reconstruction), even if this possibility has been notified to Gooxi.

(11) Losses incurred by third parties due to product failures.

(12) Normal fading, wear, and consumption during product use.

(13) Other failures or damages not caused by inherent product quality issues.