Relay Fleet Shield™ Program
- Introduction and Scope
These Relay Fleet Shield™ Program Terms and Conditions (the “Terms”) govern the Relay Fleet Shield Program (the “Program”) offered by Relay. The Program is designed to provide eligible customers with a comprehensive service for hardware support, replacement, and upgrades for their fleet of Relay devices (“Devices”).
- Program Eligibility
To be eligible for and to participate in the Program, a Customer must: a) Have an active, valid Service Agreement with the Company. b) Remain in good standing, with all accounts paid and current, for the duration of their participation in the Program.
The Program applies to all new and existing Customers with Relay+, RelayX, and RelayM devices, subject to the conditions outlined herein.
- Program Components
3.1. Manufacturer’s Limited Hardware Warranty Every new Relay Device is covered by a manufacturer’s limited warranty (“Warranty”). The Warranty provides for a replacement in the event of an operational failure, including from accidental damage such as drops. For valid claims, the Company will replace the defective Device. The Company may also proactively initiate a replacement based on cloud-monitoring data indicating a potential hardware failure.
For a complete and definitive description of coverage, terms, duration, and the claims process, please refer to the official Relay Limited Warranty policy here: https://relaypro.com/legal/relay-limited-warranty/
3.2. Non-Warranty Replacement Program This component provides a solution for replacing individual Devices that have been lost, stolen, or damaged by circumstances not covered under the Warranty.
- Eligibility: This option is available to any active Customer at any time during their Service Agreement term.
- Pricing: The purchase price for a single replacement Device is fifty percent (50%) of the then-current Manufacturer’s Suggested Retail Price (MSRP) for a new, A-stock equivalent Device. Standard shipping rates apply.
- Device Type & Warranty: Replacement Devices will be new or Relay certified used and come with a new three (3) year limited Warranty (one (1) year for Relay+), commencing on the date of shipment.
3.3. Fleet Shield Upgrade This component provides a mechanism for a full fleet refresh at the conclusion of a Customer’s Service Agreement term.
- Prerequisites: To exercise an option under the Upgrade Guarantee, the Customer must be at the end of their current contract term and must simultaneously execute a new, subsequent three (3) year Service Agreement for their entire device fleet. A trade-in of the Customer’s entire original fleet is required.
- Option A: Same-Generation Refresh
- Action: Replace the existing fleet with Devices of the same model.
- Cost: A fee of $75.00 USD per Device. Standard shipping rates apply.
- Conditions: This option is only available for Device models that have not been designated as End-of-Life (EOL). As such, Customers with Relay+ Devices must upgrade to a newer generation. Devices provided will be new or Relay certified used and come with a new three (3) year limited Warranty.
- Option B: New-Generation Upgrade
- Action: Upgrade the existing fleet to a newer generation Device model.
- Cost: A price equal to fifty percent (50%) off the then-current MSRP for the new model Device. Standard shipping rates apply.
- Conditions: Devices provided are new and come with a new device warranty.
- Program Conditions
- Device Trade-In: For any transaction – warranty replacement, same generation refresh or new generation upgrade (a “Trade-In”), the Customer must return all specified legacy Devices to the Company within thirty (30) days of receiving the new or replacement Devices. The returned Devices become the property of the Company.
- Shipping: For approved Warranty claims, the Company will cover standard shipping costs for the replacement Device. For all other transactions under this Program, standard shipping rates will apply and be borne by the Customer.
*Relay reserves the right to change the terms of this program from time to time, including cancelling it.
