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1.       SERVICE. SATIRTEC proporcionará estos servicios de reparación (denominados a partir de ahora “Servicios”) para el producto de hardware que se identifica en el albarán o factura con su nº de serie.

SATIRTEC will provide these repair services (hereinafter referred to as “Services”) for the hardware product identified on the delivery note or invoice by its serial number. This Contract covers phone, email, and workshop repair support for hardware warranty. If a product fails during the warranty period, SATIRTEC shall, at its discretion and expense (excluding shipping costs), repair the product or replace it with an equivalent one. Replacement units (optional premium maintenance contract) will be new or refurbished units with performance equivalent to the one originally acquired by the customer. Engineering changes specified by the manufacturer at the time of repair may be applied. The Service will be available during SATIRTEC's regular business hours (9:00 AM to 6:00 PM, Monday to Thursday; 9:00 AM to 2:00 PM on Fridays), excluding holidays, within the specified service area. If the product is located outside this area, the service may be subject to additional support fees, longer response times, and reduced service coverage hours. The Service may be provided by SATIRTEC or an authorized SATIRTEC representative.

2.       CONTRACT. The customer shall be deemed to have accepted the terms and conditions of this contract, including the service description, procedure, and these terms and conditions, once the customer’s service request call is received.
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3. REGISTRY.  SATIRTEC's obligation to provide the service is subject to the receipt by the customer of all the required information regarding the customer and the product. To register a technical incident or RMA, it is necessary to send an email to: soporte@thunderbook.biz with the following information: part number and serial number of the product, detailed technical description of the fault. A description such as: "does not work", "does not go", "fails" is not considered necessary information to start the process of warranty management. It is necessary for the client to describe in detail the software to be used, the application of the equipment, and the problems and configurations found. If the description does not meet these requirements, it is possible that it generates a situation of: “the product has no breakdown”. If the cause of the equipment failure is unknown, please contact the support center. It is very possible that the technical incident can be resolved without the need to send the product for repair.

4.       DURATION. The duration of this Contract is specified in the service description section. SATIRTEC may request proof of purchase from the customer.

5.       PREREQUISITES. The customer must meet all the requirements and responsibilities mentioned in the service description section of this contract as a condition for receiving SATIRTEC’s service. A customer representative must be present at their premises when SATIRTEC provides the service. The customer must notify SATIRTEC if the products are to be installed in an environment that may pose a potential health hazard to SATIRTEC employees or representatives. The customer must have a backup of the system configuration to restore it later. SATIRTEC is not responsible for data or configuration loss. The equipment replacement service due to hardware failure at the customer’s premises will only be provided during SATIRTEC’s business hours, and only if previously contracted.

6.       QUALIFIED PRODUCTS. This Contract only provides coverage for those products specified on the identification sheet (delivery note or invoice). At the start of the contract period, the product must be in normal working condition as determined by SATIRTEC. Standard rates may apply to bring non-qualified products up to these standards. Certain products must also meet specific manufacturer revision levels or be used within published maximum usage limits. Service will not be provided if a product has been modified without authorization, or if the customer does not allow SATIRTEC to perform factory-specified engineering changes. If SATIRTEC determines that service is hindered by an unqualified device connected or installed on the product, the customer must temporarily remove such device at their own risk and expense, so SATIRTEC can provide the service. The customer is solely responsible for the compatibility of non-qualified products and devices with the product. SATIRTEC is not obligated to provide service resulting from misuse, operation outside of published specifications, inadequate site conditions or maintenance, use of media and supplies not approved by the manufacturer, or use of other products, work performed by unauthorized personnel, natural disasters, or other causes beyond SATIRTEC's reasonable control. Time and materials for service will be made available at SATIRTEC's standard rates for non-qualified products and any additional services.
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7.       WARRANTY EXCLUSIONS: The returned product will be excluded from the warranty service when:
1) The product is found to be defective outside the warranty period.
2) The label with the product information and serial number is missing or illegible.
3) The product shows signs of misuse, abuse, or unauthorized repairs, whether accidental or due to other causes, as determined at SATIRTEC’s sole discretion.
4) The product has been upgraded, modified, repaired, disassembled, or analyzed at the customer's request by an unauthorized service center or individual.
5) The product is irreparably damaged due to natural disasters, such as lightning strikes, floods, earthquakes, power surges or drops, electrical supply interruptions, etc.
6) The products belong to an OEM or ODM without a signed RMA agreement.
7) The failure was caused by an issue with the operating system, including the uninstallation of a device or driver, virus infection, or third-party software affecting the device’s performance or proper use of the factory-installed OS.
8) Damage caused by using the device outside of its operational and environmental specifications. 
9) It is found to have been repaired by third-party repair centers.
10) Unauthorized reinstallation by the customer or using an OS version not approved by SATIRTEC support is not covered under warranty.
11) Damage caused by natural or artificial disasters, such as fire, theft, water damage, or flooding that caused internal and/or external component deterioration.
12) Basic functions explained in the device’s user manual.
13) Repair services for consumables and cables. In general, a device will be considered irreparable if the repair cost exceeds the value of the product itself.

8.       DEAD ON ARRIVAL (DOA) REPAIR SERVICE: Products received by the customer that do not function properly or show malfunction of basic features will have a one-month warranty. The features defined in the product's technical specifications sheet are the functionalities covered by this service. Any modification, repair, or alteration by third parties not affiliated with SATIRTEC is excluded from this service, as well as misuse, abuse, or improper installation or operation of the product. SATIRTEC assumes no responsibility for the consequences of such actions under the warranty terms described herein. It is recommended that the customer verify the product's proper functionality upon receipt. If a problem is detected, it is important to confirm the issue with the support center before sending the product for repair.

9.       REPAIR RETURN TIME: SATIRTEC will make every reasonable effort to repair any product within 5 business days after receiving it. Since product issues may vary, the mentioned turnaround times are targets, not guarantees. The repair time is measured in business days and may be affected by factors such as: insufficient information provided by the customer for the repair; lack of confirmation of the repair estimate; non-payment of the repair; changes made to the original product; delays or failure to respond to SATIRTEC regarding precise failure details, such as operating system, working environment, or exact error or issue.

10.    CUSTODY OF PRODUCTS SENT FOR REPAIR: SATIRTEC will hold a product sent in for repair for a maximum of two months while waiting for confirmation of repair, estimate approval, or invoice payment. If the customer does not respond within this period, SATIRTEC reserves the right to automatically close the technical incident. SATIRTEC will take the necessary steps to stay in contact with the customer during this two-month period. Once the incident is closed, and with no further claims possible by the customer, the device will become the property of SATIRTEC.

11.    REPAIR COSTS: SATIRTEC will charge for repair services when: 
1) The repaired product is out of warranty.
2) The product is analyzed or calibrated outside of warranty and results in a No Problem Detected (NPD). Additionally, the customer must cover the shipping costs of an NPD product.
3) The product, although still under warranty, has been subject to misuse, abuse, or unauthorized repairs.
4) Updates, tests, and modifications are requested by the customer outside the warranty period.
5) The product is irreparably damaged due to natural disasters such as lightning strikes, floods, earthquakes, etc.
If the product was repaired by SATIRTEC and requires another intervention for the same issue within three months, SATIRTEC will not charge for that repair. However, this does not apply if the product was misused, abused, subject to unauthorized repair, or shows a different issue than the original repair.
The NPD service fee is €75 + VAT. Any other repair will be quoted based on diagnosis.

12.    REPAIR SERVICE FOR DISCONTINUED PRODUCTS: SATIRTEC offers two years of continued repair service for product components after the product is officially declared discontinued. Normally, the discontinuation notice is issued six months before the product's end of life.

13.    REPAIR REPORT: SATIRTEC will return each device to the customer with a detailed report of the issue found. The report will also explain the solution implemented to resolve the technical incident.

14.    UNITS: Replaced units will become the property of SATIRTEC unless purchased by the customer. Replacement parts will be charged if the defective ones are not purchased by the customer or returned to SATIRTEC within 30 days.
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15.    LIABILITY AND COMPENSATION: SATIRTEC is not responsible for any failure or delay in fulfilling its obligations under this contract when such failure or delay is attributable to the customer or is caused by circumstances beyond SATIRTEC’s reasonable control. Unless explicitly stated otherwise in this contract, neither SATIRTEC nor its subsidiaries, subcontractors, or suppliers will be liable for any loss or exposure of confidential or private information or data contained in the customer's products. Likewise, they will not be liable for costs including downtime, data loss, software restoration, or the acquisition of replacement products or services. The legal remedies stated in these terms and conditions are the sole and exclusive remedies available to the customer.

16.    DATA RECONSTRUCTION AND SECURITY: The customer is solely responsible for restoring any modified or lost data and configurations, as well as for securing any classified, confidential, or proprietary information.

17.    TERRITORY: Service will only be provided in Spain, and only in those areas where SATIRTEC has a Support Office or an authorized representative.

18.    TERMINATION: SATIRTEC may terminate this contract at any time if the customer breaches any of the material obligations stated herein or fails to comply with any of its conditions.

19.    GOVERNING LAW: For any dispute that may arise regarding the content or interpretation of this Service Contract, the parties submit to the courts of Barcelona.