All K7 devices are provided with a Default Warranty, valid from the date of purchase. This includes:

- Limited Hardware Warranty

- Default Software Warranty (Default Warranty Period)

The warranty period is based on your product license (e.g., 1, 3, or 5 years’ license).

K7 provides maintenance services to the hardware and software provided.

K7 will cover Limited Warranty of Hardware and Default Software Warranty for the period of the product license. It includes all relevant security updates like gateway level antivirus signature updates, IDS & IPS signature updates, web blocking database updates, security hotfixes, software patches and bug fixes for the product and technical support for the license period based on the type of purchased technical support. Signature updates availability is based on the purchased product models. It is available in NGFW devices only.

Limited Hardware Warranty will be available in the renewal period only if the product license is renewed before expiry of existing license.

All deliverables as well as information including advice, recommendation, observations and comments transferred by the client to K7 will be for the sole and exclusive use of K7 and client end-user only.

I. Any breakdown call, or if product is in unusable condition resulting in total disruption/product outage, will be attended at the earliest and within 2 Business Hours during all Business Days. Cause of the problem and resolution procedure will be communicated to you

II. Any feature/function failure, where operations are severely restricted or if no convenient workaround is available, will be attended at the earliest and within 6 Business Hours during all Business Days. Cause of the problem and resolution procedure will be communicated to you

III. Any feature/function failure, where the product does not operate as designed or there is minor impact on usage, will be attended at the earliest and within 12 Business Hours during all Business Days. Cause of the problem and resolution procedure will be communicated to you

IV. Any support calls made to us for issues not related to defects in equipment supplied by us shall not be covered under this Warranty and will be charged extra. These include issues related to bandwidth from your ISP, configuration error of the device by your staff, network failure due to reasons not related to equipment supplied by us, etc.

V. On-site support is available for K7 products (at extra cost) and is provided in cases where K7 Support and the customer conclude that the only way to advance a case is through on-site resolution

VI. Any major changes in network Design/Configuration/Maintenance of the equipment which will involve a site visit and are not connected to Hardware/Software/Upgrade/Update will be on chargeable basis

VII. Hot-fixes and enhancement/firmware upgrades

VIII. Web content filtering updates

IX. Intrusion protection updates

X. Antivirus, Anti Spam database

XI. Email and Phone support: In special cases, K7 engineers will perform remote diagnostics & analysis of your K7 console. Support services and conditions are based on the purchased support model such as 8×6, 12×7, 16×7, or 24×7

All K7 devices are covered under a Limited Hardware Warranty against any material or manufacturing defects. The power supply unit, moving parts, consumables, and accessories are not covered under warranty. Replacement of hardware under K7 Standard Warranty requires an evaluation of the failed system by a K7 Technical Support Specialist and the issuance of a Technical Support RMA Number/Mail.

K7 strives to provide uninterrupted use of K7 products to all our customers. In the event of the failure of a K7 device, the customer can request for Advance Replacement of Standby Device provided the customer has opted for the same. Based on the analysis of the case by the K7 Technical Support team, the customer may receive a replacement unit that may be shipped prior to K7 receiving the Return Merchandise Authorisation (RMA) unit.

• Warranty Service is only available on K7 devices that have been registered for such service by signing this agreement

• The warranty process begins with the customer applying for such service in writing and providing details of problem(s) being faced to the K7 Support Team. An RMA Number/Mail shall be allocated for all such RMA/Warranty service requests by the K7 Support Team

• K7 Support Team will make all efforts to resolve the customer’s issue by remote support in cooperation with customer’s technical team, within a reasonable period of time. If it is assessed that a standby unit is required in order for the customer to have continued services, a standby unit will be shipped via ground carrier at K7’s expense within 2 Business Days. The customer, in turn, is expected to send the defective appliance back to the K7 Support centre at customer’s cost. Once the defective unit of the customer is refurbished/repaired by K7, the original unit will be shipped back to the customer and the standby unit will be collected. In case it is found that the defect in the customer’s device is due to any negligence of customer or due to reasons not covered by the warranty (as mentioned below under Warranty Limitations and Voidance of Warranty), an invoice will be sent to customer which has to be paid before the original unit is returned. Customers are advised to retain the original packaging of the K7 device to ensure that, at the time of shipping, the packing is appropriate and no damage is caused by bad packing, etc. In case the device is damaged due to bad packaging by the customer, the full cost of repair shall be payable by the customer

• Customer must ensure that K7 receives the failed unit within 7 Business Days of issuing the RMA number to avoid replacement charges

• The replacement unit may be a new or a refurbished or a reconditioned unit of equivalent or better value. Replacement hardware will be sent directly to the customer as per the address mentioned in the RMA/Warranty Form provided by K7

• Any equipment that has been moved without informing K7 and without K7’s written consent

• K7 shall not be liable or responsible in any manner whatsoever for any incidental, direct, special or consequential damages, including but not limited to loss of profit and/or business opportunities in connection with or arising out of use by a customer of the scheduled equipment or services provided by K7

• The liability of K7 does not extend to or survive, and Warranty service does not cover repair, for damages, malfunctions, or service failures caused by:

i. Unauthorised upgrading/modification of the equipment/system by the customer

ii. Failure due to input AC power (power surge/spike /earthing related or power failure)

iii. Failure due to external cabling

iv. Any damage caused to the equipment because of neglect, misuse, or mishandling

v. Unauthorised access by any person who is not a K7 authorised representative, intentional or unintentional, by the customer

vi. Failure on account of lightning-induced voltages on trunk or extension lines irrespective of whether protective devices were used or not

vii. Any other reason not occasioned by normal wear and tear of the equipment

viii. Customer’s failure to permit K7’s remote access to customer’s equipment

ix. K7 shall not be responsible for any malfunctioning of equipment due to virus-related problems as such a virus could have been introduced by any use of virus-infected devices within the network

x. K7’s liability excludes any third party liability on account of malfunctioning of equipment or any mishap

xi. The customer’s failure to provide a proper environment for the K7 product(s) (within the range of tolerance limits)

xii. Force Majeure conditions

• K7 shall not be responsible for the repairs of any damages or physical loss caused to the equipment and accessories by accident, fire, theft, flood, riots, or any acts of god, or from neglect, misuse, mishandling, deliberate or otherwise, by the customer

• K7 is committed to providing support during the warranty period and thereafter, as per the service charges specified by K7, during the useful technological lifespan of the equipment. While K7 will make every effort to provide the services committed, it may not be possible for K7 to provide the services in case the product has become obsolete or if the product has completed its useful technological life span. In such cases, K7 undertakes to inform the customer reasonably in advance of such an event and also recommend the list of spares that are normally required for the functioning of the equipment. If such circumstances arise, K7 will not be able to guarantee the desired level of service

• K7 is under no obligation to provide service of software if:

i. The software has been modified or moved without K7’s prior written approval

ii. The original software program identification marks have been removed or altered

iii. The software is the system software of third-party equipment (i.e. core operating system, system utilities and libraries drivers, etc.)

iv. Customer’s software does not conform to the software currently listed as software subject to service support

v. The customer is using the software program in violation of its licenses

vi. The host computer does not conform to the update level specified by K7 to be necessary to support the software, or has been modified other than by K7 personnel so as not to conform to the specifications for which the software was designed

vii. The software is infected by a virus

• K7 reserves the right to suspend the service/supplies in the event of delayed payment from a customer on account of said equipment, and shall not be liable in any manner for any loss or damage of any kind in the event of suspension due to delayed payment. K7 also reserves the right to charge an interest of 15% per annum for the delayed period

• Support/Warranty period for the subject appliance has expired

i. If the product’s serial number label has been removed, or if the product has been damaged or impaired in any way

ii. Warranty sticker is punctured or damaged

• Any equipment that is lost or stolen

• Any equipment that is damaged due to misuse, improper reinstallation, improper maintenance or use in violation of instructions, precautions or warnings set out in the Owner’s Manual or Product Information Guide accompanying the equipment

• Any recovery or transfer of data stored on the equipment