WARRANTY TERMS¶
Covered product¶
Single Quantum-branded hardware and software sold as new at the time of purchase (unless otherwise agreed at the time of purchase), as well as third-party items such as helium compressors, vacuum pumps, time taggers, etc., are covered under the general warranty.
Warranty period and validity¶
The warranty has a duration of one (1) year starting from the delivery date of the product (as stated on the proof of delivery), unless agreed otherwise. The warranty does not apply to damage resulting from use that can be considered “unreasonable.” “Unreasonable use” includes any use that is not considered reasonable for normal operation of the system in accordance with the general guidelines in the product user manual. Examples include lack of maintenance, opening the housing of the product (cryostat, driver, time tagger, etc.), and use of the system in an inappropriate environment (e.g., humid and/or polluted conditions, or conditions outside the specified operating range). Transportation or relocation of the equipment in non-original packaging may void the warranty. Therefore, Single Quantum highly recommends keeping the original packing materials and following the re-packing steps, which can be obtained from Single Quantum. An extended warranty applies only if the customer ensures that the equipment is used per official instructions and maintained at the recommended intervals in accordance with the product user manual.
If Single Quantum cannot provide system installation and user training because the customer does not respond to contact attempts by email or phone, the product warranty will not apply unless otherwise confirmed in writing by a Single Quantum B.V. employee.
If installation was not purchased with the product sold by Single Quantum, the customer is responsible for installing the product in full accordance with the provided installation and operation guidelines to keep the warranty valid. In the event of a claim related to incorrect system performance, the customer may be required to provide relevant installation information and data as evidence of compliance with the official installation protocol. Customers that install or service products manufactured and sold by Single Quantum B.V. must hold the relevant certification required to provide these services.
In the case of upgrades or repairs, the warranty applies (or is extended) only to the products or components that were upgraded or repaired. For example, if a cryostat is upgraded with an additional detector channel, only that channel will receive an additional warranty period, while the other components will remain covered by the original warranty.
The warranty does not cover issues caused by installing, modifying, or operating Single Quantum products, or other products sold by Single Quantum, without following the official guidelines provided in the Product User Manual and during end-user training.
Responsibilities of the customer¶
The customer is responsible for maintaining the conditions required for normal system operation, including the specified temperature and humidity ranges and a stable power supply. The system must not be moved until it has reached room temperature, unless otherwise agreed in writing.
The customer is responsible for performing timely maintenance on all system components in accordance with the guidelines provided by Single Quantum in official documentation and during customer training. Additional maintenance guidance can be found in the OEM documentation provided by Single Quantum upon system delivery.
In order to make use of the warranty, the customer is expected to do the following: a. Contact Single Quantum for assistance by email or phone. b. Explain the encountered issue(s) to a Single Quantum Engineer and cooperate with the Engineer for troubleshooting. c. In case on-site repair is needed, prepare the system according to the instruction of the Single Quantum Engineer. d. Follow the shipping instruction, if Single Quantum determines that the system needs to be returned to Single Quantum’s premises.
Responsibilities of Single Quantum¶
As part of the warranty, Single Quantum may be expected to provide the following services: a. Upon receiving an email or phone call, Single Quantum will respond within one business day and provide remote troubleshooting by email, phone, or video call. If the issue cannot be resolved remotely, a service engineer from Single Quantum may travel to the customer’s site to carry out the repair. If Single Quantum determines that on-site repair is not suitable, or if an on-site repair is unsuccessful, Single Quantum will, subject to confirmation with the customer, arrange shipment of the system to Single Quantum’s warehouse and perform the repair there. b. Single Quantum will provide services to the customer on an as-needed basis. The amount of time required may vary depending on the customer’s needs and the nature of the technical issue. c. During the term of this warranty, Single Quantum shall be solely responsible for maintaining adequate health, workers’ compensation, liability, and any other insurance required under the laws of the Netherlands. Single Quantum agrees to indemnify and hold the customer harmless against any claims arising from Single Quantum’s failure to maintain such insurance.
Scope of services¶
Single Quantum will provide remote support to help resolve technical issues with its products by phone, email, or video call. This support may include software upgrades and, where required, guidance or coordination for hardware repairs.
Location where services will be rendered¶
Single Quantum will perform most services at its premises or at the customer’s location unless agreed otherwise by both parties.
Governing law¶
The validity, operation and performance of this warranty shall be governed by and interpreted in accordance with the laws of the Netherlands.
Force majeure¶
No failure or omission by Single Quantum or the customer in the performance of any obligation under this warranty shall be deemed a breach of this warranty or create any liability if the same arises on account of force majeure, which term shall include any event or cause beyond the control of Single Quantum or the customer, as the case may be, including but not restricted to acts or omissions of any government, or agency thereof, rebellion, insurrection, riot, sabotage, invasion, quarantine, restrictions, strike, lock out and transportation embargoes, provided that the party relying on this section shall forthwith after any such event give written notice to the other party of its inability to perform such obligation and the reasons therefore.