Limited Warranty Terms

MSS products come with a 1-year limited warranty provided by Recherche. In case you may have purchased an extended warranty or a custom plan, please review your packing slip or invoice. The following sections detail the terms of the Recherche Limited Product Warranty, Return Policy for India only and Our 30-Day Money Back Guarantee as well as some special considerations for International Orders which are not covered under this Recherche Limited Product Warranty.

Scope of the Recherche Limited Product Warranty

Recherche warrants to the original purchaser that any MSS will be free of defects in workmanship and materials for the applicable limited warranty period set forth in your packing slip or invoice, which is measured from the date of the invoice.

Importantly, this limited product warranty does not cover:

Non-Recherche products and accessories e.g., hard drives, memory, CPU’s, power supplies, etc.; software, including the operating system and software as well as any third party software; product that has been damaged by actions that are beyond Recherche’s control, including for example, impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster, war, strike, lockout, epidemic, destruction of production facilities, riot, insurrection, or material unavailability; product that has been damaged through misuse, abuse or mishandling, including without limitation the unauthorized modification of the system as a whole or any individual component, and/or the attachment of peripheral devices; product for which Recherche has not received payment; or paint or finish.

The software warranty is limited to ensuring restoration to factory-state using the built in “Factory Reset” for the applicable software warranty period. All bundled software are covered with their own end user license agreement and their copyright and trademarks are owned by their respective owners. Recherche assumes no responsibility for the bugs or functioning of any of the bundled software unless explicitly specified.

During your applicable limited product warranty period, if a covered product is proven to be defective in workmanship or materials, Recherche will, at its option: (1) replace or repair the defective component; or (2) replace the product with a comparable product. Replacement parts will be new or serviceably used, comparable in function and performance to the original part or product, and warranted for the longer of fourteen days (14) or for the remainder of the warranty period. Replacement products may be refurbished, and are warranted for the longer of fourteen days or the remainder of the applicable limited warranty period. Any additional purchases or upgrades will not extend this limited product warranty. If we determine that the problem with the product is not covered by the limited product warranty, we will inform you of alternative solutions that may be available to you on a fee-for-service basis.

THIS WARRANTY AGREEMENT GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT MAY VARY FROM STATE TO STATE (OR JURISDICTION TO JURISDICTION). RECHERCHE RESPONSIBILITY FOR DEFECTS IN MSS IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THE RECHERCHE PRODUCT WARRANTY. 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.

MOREOVER, RECHERCHE AND YOUR MAXIMUM LIABILITY TO THE OTHER IS LIMITED TO THE PURCHASE PRICE YOU PAID FOR PRODUCTS OR SERVICES PLUS INTEREST AS ALLOWED UNDER THE APPLICABLE LAW. NEITHER YOU NOR RECHERCHE WILL BE LIABLE TO THE OTHER FOR PROPERTY DAMAGE, PERSONAL INJURY, LOSS OF USE, INTERRUPTION OF BUSINESS, “DOWN TIME”, PURCHASER’S TIME, LOSS OF USE OF RELATED EQUIPMENT, LOST PROFITS, LOST DATA OR OTHER CONSEQUENTIAL, INCIDENTAL, PUNITIVE OR SPECIAL DAMAGES, HOWEVER CAUSED, WHETHER FOR BREACH OF WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), ABSOLUTE OR STRICT LIABILITY OR OTHERWISE, OTHER THAN THOSE DAMAGES THAT ARE INCAPABLE OF LIMITATION, EXCLUSION OR RESTRICTION UNDER THE APPLICABLE LAW. YOU UNDERSTAND THAT RECHERCHE’S OBLIGATION TO ADDRESS ANY WARRANTY CLAIMS IS EXCLUSIVE OF EXPENSES INCURRED IN TRANSPORT, COMMUNICATION, LABOUR OR INSTALLATION, AND ANY OTHER COST WHICH MAY BE ASSOCIATED TO THE PRODUCT.

SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU.

How do I go about receiving service under the Recherche Product Warranty?

Individual consumers may contact your local Recherche Partner or reach a Recherche technical support agent directly via any of these methods:

a. Chat at our website https://www.myscoolserver.com
b. Create a ticket at https://helpdesk.myscoolserver.com
c. Book a support session via https://www.myscoolserver.com/support/
d. Emailing your query to helpdesk@myscoolserver.com

How will Recherche fix a defective, warranted product?

We will first attempt to diagnose and resolve the problem remotely over the available communication media (phone, chat, email, online forum). If we determine that the problem is with a defective component covered by your warranty, then we will, at our option, either: (a) have you send your product to our repair facilities for repair or replacement or have it fixed by an engineer on-site or by collecting the machine (b) send you a component part to replace the defective component.

If our technical support agents determine that your product must be returned to our facilities for repair or replacement, we will issue you a Return Material Authorization (RMA) Number. We will then ask you to ship your product, at your expense, to our facilities. You must, however, return the product to us in its original or equivalent packaging. We will, at our expense, return the repaired or replacement product to you.

Since the software warranty is limited to providing built in “Factory Reset”, if the functioning does not return to the state it was shipped from our “factory” then the customer will be responsible for shipping the appliance to our nearest support centre for restoration and/or replacement.

IMPORTANT NOTES:

  1. Before you ship product to us or before you replace a part, make sure to backup 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, as may be applicable. We are not responsible for any of your confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.
  2. Recherche will be responsible for providing support to the end users for only matters directly related to operation of the server, which excludes all the bundled software tools unless explicitly specified. For the matters related to all the software bundled with the server, such as bugs, or functioning, or “howto” help etc, appropriate guidance may optionally be provided to go to the software’s respective forums and bug trackers.

30-Day Limited Money Back Guarantee

We take pride in the quality of the products that we sell and, as a direct result, offer a 30-day money back guarantee (from the initial order date) on all MSS hardware, accessories, peripherals and unopened software still in its/their original sealed packaging. If you are unsatisfied with your product for any reason you may return it within 30 days from initial order date for a 85% refund. Shipping and handling fees are not refundable. A replacement fee may be assessed if scratches or damage(s) are present on the MSS(s). To return merchandise, you must obtain a Return Materials Authorization (RMA) number. Please reach out to the Recherche customer service department and provide them with the invoice number, item description, and serial number(s) of the merchandise you wish to return. If seal is broken the RMA may be denied. You must ship the merchandise within five (5) days of receiving your RMA number. Moreover, you must also return the merchandise to Recherche in its/their original packaging, in as-new condition along with any media, documentation, and all other items that were included in the original shipment, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment.

For the MSS platform installations done on your server hardware, a 30 day trial period is available by default. Hence, it is not covered under the Money Back Guarantee policy.

The 30-Day Limited Money Back Guarantee is not applicable to deployments done after a free-trial or to those projects which have availed special pricing.

Support and Warranty Renewal

The support and warranty renewal contract must be renewed prior to its expiry. Without fail, you shall be notified about the expiry of the same via on screen pop-ups (for mssadmin and teacher users of the MSS) or email notification (to registered billing email id).

If not renewed prior to expiry of the warranty period, do read the options given below for availing the out of warranty service or renewing the warranty, post its expiry.

Servicing of out-of-warranty MSS Device

We understand that you may have missed the date and have run into a mishap. We have you covered as “learning continuity” is one of our core objectives.

This section details the out of warranty service terms and applicable charges for the My sCool Server.

Remote support session: Ideal for seeking support and diagnosis of the MSS remotely over a screen share and/or video call. Maximum cumulative duration – 30 minutes. Charges: ₹590 per incident per device. You may book a session herein.

Physical diagnosis incident: Minimum ₹885 per incident that requires physical examination of the device. Device(s) must be shipped to our nearest support centre at customer’s cost. The charge includes problem diagnosis and one-way return shipping per device. The device should only be shipped after a Repair Order is generated and intimated via email.

If a device has undergone remote diagnosis and thereafter requires physical examination for the same incident then only a difference of ₹295 shall be additionally payable.

Need for hardware parts replacement, if any, shall be intimated along with applicable charges in a supplementary repair order. The same shall only be processed upon receipt of the payment and a formal approval. In cases where any parts need to be replaced, the repair shall be carried out subject to availability of the same. When no compatible replacement parts are available, the device shall be returned unrepaired. The charges received for the physical diagnosis shall not be refunded.

Software restoration only, to factory state, if required, shall be charged at ₹12400 per device.

It is the responsibility of the customer to backup all the user data before shipping the device. Recherche shall not be held responsible for any loss of data from the device.

The web content preloaded on the device and accessible via http://server is updated from time to time and may not be the same upon reinstallation, as was on your originally purchased device. If there is any specific content that must be restored, do communicate that prior to confirming the repair order. No changes shall be possible after an order has been sent into processing as it entails repeated effort.

A repair order with applicable charges shall be generated and communicated via email once an incident has been reported via the website – https://helpdesk.myscoolserver.com. Supplementary repair orders shall be generated and communicated for any additional charges applicable.

The decision to repair the device and the steps undertaken for the same, shall be at Recherche’s sole discretion. If the customer chooses to abort the repair order at any stage, for whatsoever reason, any payment(s) received till that stage shall not be refunded. If a repair order is aborted, the device shall be shipped back to the customer in the partial processed state. Recherche takes no responsibility for the functioning of such a device and the repair warranty shall not be applicable on the same.

Repair duration: 5 working days. May be extended depending on availability of parts.
Repair warranty: Longer of 14 days from repair invoice date or the remainder of the warranty period of the replaced part. Includes parts replaced, if any. Applicable to physically examined devices only.
Taxes: 18% GST included in all above charges.
Payment: All charges are payable in advance against a repair order.

To seek support for an out-of-warranty MSS device, book a session at https://booking.myscoolserver.com/#/customer/support or create a ticket at https://helpdesk.myscoolserver.com

Warranty renewal of out-of-warranty devices

We understand that you may have been busy nurturing the future generation of our world and hence missed the warranty expiry date. Not a major worry.

One may renew the warranty and support even after expiry. Warranty extension charges are available on our pricing page. However, an additional ₹590 (inclusive of 18% GST) remote inspection charge shall also be applicable.

The warranty shall be extended subject to a satisfactory remote inspection over a video call and decision of Recherche Tech LLP shall be final and binding. In case the warranty is not extended, for any reason, the amount received for the warranty extension only shall be refunded within 7 working days. Remote inspection charges shall not be refunded.

To request for warranty renewal of an out-of-warranty MSS device, create a ticket at https://helpdesk.myscoolserver.com.