1. Help Desk Operating hours: 8.30am to 5.30pm during weekdays (except weekends & public holidays).

2 .Standard warranty:

a.2 years standard warranty for 5A, 5L, 5V.

b.3 years standard warranty for UPS model Ellipse, 5E, 5S, 5SC, 5P, 5PX, 9A, 9E, 9SX and 9PX. (Effective from July 2021)

c.2 years standard warranty for accessories. (Effective from July 2021)

3.Our service centre location:

•Alor Star                                        
•Ipoh                                               
•Johor Bahru
•Kota Bharu 
•Kota Kinabalu 
•Kuala Lumpur & Selangor
•Kuantan
•Kuching
•Melaka
•Miri
•Penang (Mainland & Island)

4. Once warranty claim lodged, our service centre will response to the claim within one (1) business day

5. Onsite response if required after claim reported and received by our service centre (subject to customer request and approval):

a. Next business day for site located 30km from our nearest service centre

b. Two (2) business days for site located >30km & ≤50km from our nearest service centre

c. Three (3) business days for site located >50km from our nearest service centre

6. After warranty claim approval, the new replacement unit or part will be delivered to customer within 7 working days and the defective unit or part will be collected back to our nearest service centre, subject to stock availability at our nearest service centre.

7. Customer are required to shut down the equipment connected to the UPS at the date & time scheduled with our service center. Customer will have to bare the return freight costs to our service Centre if our service personnel is unable to retrieve the defective unit or part within the same trip.

8. Warranty exclude the following

a. Restoration of lost data and reinstallation of software.

b. Damage cause by misuse, abuse, neglect, unauthorized modifications, improper maintenance, accidents or other abnormal conditions.

c. Damage caused by failure due to issue on the installation environment.

d. Damage caused by using the UPS in an environment which it was not designed for.

e. Damage caused by accidents, or disasters such as fire, flood or any other natural disaster.

f. Repair or replacement during the warranty period does not extend the original warranty.

9. Out of warranty: For UPS that is out of warranty, repair costs and replacement parts costs are chargeable.

10. Eaton reserves the right to evaluate the cause of the damage of the UPS before approving the RMA.

11. Eaton reserves the right to turn down any warranty claims should it determine the product was not source from authorized distribution channel.