Warranty Information

3xLOGIC will warrant, subject to the conditions below, all 3xLOGIC branded products from the date of shipment or invoice, whichever is the latest.

All goods requiring warranty repair shall be sent freight prepaid to a 3xLOGIC designated repair location. Repairs made necessary by reason of misuse, alteration, normal wear, or accident are not covered under this warranty. All references to “Dealer” herein refer only to 3xLOGIC Authorized Dealers.

3XLOGIC ASSUMES NO RISK AND SHALL BE SUBJECT TO NO LIABILITY FOR DAMAGES OR LOSS RESULTING FROM THE SPECIFIC USE OR APPLICATION MADE OF THE PRODUCTS. 3XLOGIC'S LIABILITY FOR ANY CLAIM, WHETHER BASED ON BREACH OF CONTRACT, NEGLIGENCE, INFRINGEMENT OR ANY RIGHTS OF ANY PARTY, OR PRODUCT LIABILITY, RELATING TO THE PRODUCTS SHALL NOT EXCEED THE PRICE PAID BY THE DEALER TO 3XLOGIC FOR SUCH PRODUCTS. IN NO EVENT WILL 3XLOGIC BE LIABLE FOR ANY SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES (INCLUDING LOSS OF USE, LOSS OF PROFIT, AND CLAIMS OF THIRD PARTIES) HOWEVER CAUSED, WHETHER BY THE NEGLIGENCE OF 3XLOGIC OR OTHERWISE.

How to Obtain Service

If a warranty repair is required, the Dealer must obtain a RMA (Return Merchandise Authorization) by contacting 3xLOGIC Technical Support at (877) 395-6442.

The following information must be provided:

  • Product model and serial number
  • Original Purchase Order Number if available
  • Details of the defect or problem

If there is a dispute regarding the warranty of a Product that does not fall under the warranty conditions stated above, please include a written explanation with the Product when returned.

Goods returned for repair should be clearly identified with the assigned RA number and freight must be prepaid. Method of return shipment shall be the same or equal to the method by which the item was received by 3xLOGIC.

All Products shipped must adhere to the 3xLOGIC packaging guidelines posted on our website (“How to Pack and Ship your DVR”) which include the need to return the materials in their original shipping package unless otherwise packed in accordance with our guidelines.

Your RMA# must be written visibly and legibly on the outside of the shipping package and included inside the package. Failure to do so may delay your repair.

Vxxx Series Video Appliances

All Vxxx video recording appliances shall have a 3-year parts and Return to Service Depot repair labor warranty except as detailed in the Warranty Exceptions paragraph below.

VIGIL Network Video Recorders

VIGIL Network Video Recorders shall have a 3-year parts and in-house repair labor warranty and 5-year software service support.

VIGIL Video Management Software

Software Support and Software Updates within the same release family will be provided at no charge for 5 years following the purchase of a 3xLOGIC Video Appliance.

Software updates beyond the same release family, e.g.: v8.xxx to v9.xxx will be made available at an additional charge for appliances with software that is “end-of-life” and within the 5-year software service support period.

3xLOGIC - VISIX Cameras

3xLOGIC VISIX Camera line shall have a 4-year parts and in-house repair labor warranty with the exception of Preventative Maintenance, which is not covered under any warranty.

3xLOGIC – infinias Access Control Products

3xLOGIC infinias Access Control Products shall have a 2-year parts and in-house repair labor warranty with the exception of Preventative Maintenance, which is not covered under any warranty.

3xLOGIC Branded Parts Not Listed Here - All other Products branded as 3xLOGIC but not listed here shall have a 1-year parts and in-house repair labor warranty except as detailed in the Warranty Exceptions paragraph below.

Warranty Exceptions

  • Hard disk drives are limited to 3 years parts and 1-year labor warranty.
  • Preventative Maintenance is not covered under any warranty.
  • 3xLOGIC does not provide data recovery services and neither the cost of recovering data from the hard disk drives, nor the value of any data which cannot be recovered, is covered under any warranty.
  • Cooling fans are limited to 1-year parts and labor warranty.

Third Party Product Purchased Through 3xLOGIC

Products from other manufacturers, purchased through 3xLOGIC, will be honored by the original equipment manufacturer, and 3xLOGIC shall have no obligation to extend or honor the warranty on behalf of the manufacturer. At its discretion, 3xLOGIC may offer to assist in seeking warranty coverage from the OEM on behalf of the purchasing customer. In such case, 3xLOGIC does not accept or transfer warranty liability to itself.

Advance Replacement Products

Should a Product fail within the first year following the original purchase date, the customer, at its option, may request Advance Replacement of the failing Product. Eligibility of the Product for Advance Replacement shall be determined by 3xLOGIC Technical Support. Once a request for Advance Replacement has been made and approved and a return merchandise authorization (“RMA”) is issued, the customer must issue to 3xLOGIC a Purchase Order in the amount of the original purchase price of the failed Product plus the cost of shipping. Customer may determine the desired shipping method or accept the 3xLOGIC default shipping method. Customer is responsible for shipping costs of the Advance Replacement Product and the return of the failing Product. When the failing Product is received by 3xLOGIC, a credit will be issued against the customer’s purchase order less shipping charges. Should the failing Product not be returned within 30 days of the issuance of the RMA, the customer will be billed the full amount of the purchase order. Customer must be in good standing with 3xLOGIC to receive an Advance Replacement against the customer’s purchase order.

Approved Advance Replacement requests will be fulfilled with new Products for the first 90 days following the purchase date and, at the discretion of 3xLOGIC, with re-certified Products from the 91st to the 365th day following the purchase date.

Miscellaneous

  • The warranty period is calculated from the date the equipment leaves a 3xLOGIC facility or the original invoice date, whichever is later.
  • Warranty coverage is extended only to the 3xLOGIC Dealer who originally purchased the Product and to the end-user to whom the Product was originally sold.
  • End-user customers must first contact the Dealer who originally sold them the Product. If their Dealer is out of business or refusing to respond, 3xLOGIC may elect at its own discretion to support the end-user directly. In such cases, and when the Dealer is in good-standing, 3xLOGIC will attempt to notify the Dealer about such activity.
  • In the event the serial number for the Product is not in our database, a purchase receipt or other proof of date of original purchase may be required before warranty service is approved and rendered.
  • Before returning a Product to 3xLOGIC, you must obtain an official RA/RMA authorization from 3xLOGIC Technical Support at (877) 395-6442.
  • 3xLOGIC will, during our standard business hours, provide telephone technical assistance to you or your technicians to assist in determining if the Product has indeed failed and is eligible for warranty repair.
  • This warranty only covers failures due to defects in materials or workmanship which occur during normal use. It does not cover damage which occurs during shipment or failures which are caused by Products not supplied by3xLOGIC or failures which result from alteration, accident, misuse, abuse, neglect, faulty installation, maladjustment of user controls, improper maintenance, modification or service by anyone other than a 3xLOGIC Authorized Service Center, or damage that is attributable to acts of God.
  • 3xLOGIC will issue relevant bug fixes as it develops such bug fixes.
  • To the extent a technical issue is reported to the 3xLOGIC Helpdesk by the end-user customer, 3xLOGIC will work to remedy an appropriate workaround or patch and will issue said workaround or patch to the end-user customer.
  • 3xLOGIC does not provide support for discontinued Products, which includes but is not limited to adding new functionality, improving existing functionality, or developing additional features for discontinued Products.
  • 3xLOGIC does not provide support prompted by the end-user customer’s implementation of a new version of computer operating systems.
  • In order to receive support from 3xLOGIC, the end-user customer may be required to use Remote Desktop Software designated by 3xLOGIC (i.e. TeamViewer).
  • Software licenses cannot be moved or transferred.
  • Software licenses cannot be cancelled or returned for credit.

LIMITATIONS AND EXCLUSIONS

There are no express or implied warranties except as listed above. The above warranty provides the Dealer with specific legal rights. The Dealer also may have additional rights, which are subject to variation from state-to-state.

3xLOGIC, Inc.’s Statement of NDAA and TAA Compliance

The National Defense Authorization Act (“NDAA”), specifically Section 889 of the NDAA, is federal legislation that put restrictions on the federal government’s procurement of equipment manufactured by certain entities named in the legislation (“Covered Entities”) and the federal government’s ability to contract with vendors who use such equipment.

The Trade Agreements Act (“TAA”) is a statute that puts into effect various trade agreements the U.S. has entered into. It requires that the U.S. Government only acquire products that were either manufactured or “substantially transformed” in the U.S. or certain other “designated countries”. The designated countries include (among many others) South Korea and Vietnam.

All of 3xLOGIC’s products are compliant with Section 889 of the NDAA, meaning that 3xLOGIC products do not include components manufactured by the Covered Entities, nor does 3xLOGIC have any OEM, ODM, or JDM relationships with the Covered Entities.

The vast majority of 3xLOGIC's products are also TAA-compliant. Specifically, these products are manufactured or substantially transformed either in the U.S., South Korea, or Vietnam.

3xLOGIC’s products that are both NDAA and TAA complaint are set forth in the table below, which will be regularly updated.

CAMERAS TYPE
VX-5M28-MD-IW Mini-Dome
VX-5M4-MD-IW Mini-Dome
VX-5M28-MD-IAW Mini-Dome
X-5M4-MD-IAW Mini-Dome
VX-SMBK-D-IW Mini-Dome
VX-2A-IMD-X2 Mini-Dome
VX-6M-360-IA-02 360 Camera
VX-6M-360-IAW 360 Camera
VX-8M-180-IAW 180 Camera
VX-5M-OD-RIAW Outdoor Dome
VX-8M-OD-RIAW Outdoor Dome
VX-2M-OD-RIAW Outdoor Dome
VX-2M-OD-RIAWH Outdoor Dome
VX-2M-ID-RIAW Indoor Dome
VX-5M4-MB-IW Mini-Bullet
VX-SMBK-B-IW Mini-Bullet
VX-5M-B-RIAW Outdoor Bullet
VX-5M20-B-RIAW Outdoor Bullet
VX-2S-OP-30X-IAW Outdoor PTZ
VX-2M-F-AW Box Camera
VA-2MB-OD-RIWH-02 HD Analog Bullet
VA-2MD-OD-RIWH-02 HD Analog Dome
VX-VTOF-OD-01 People Tracker
VX-VTOF-01 People Tracker
VX-VT-20 Thermal Imager