Warranty We Stand Behind for the Full Lifecycle
We engineer products to last — and our warranty is just the minimum promise. With a 99.7% first-time fix rate and a 4-hour Enterprise SLA, our customers know we deliver.
3 Coverage Tiers by Product Class
Every tier covers parts and labor; higher tiers add on-site service and advance-replacement units.
Standard Coverage
Entry-class products: HDMI splitters, cables, mounting accessories, and basic peripherals.
- Parts coverage for manufacturing defects
- Labor coverage at our service centre
- Carry-in repair, 5-business-day turnaround
- Free firmware updates for product lifetime
- Email support within 24 hours
- 30-day DOA replacement guarantee
Extended Coverage
Pro-line products: HDMI matrix, AVoIP, video wall, control processors, audio DSP.
- Everything in Standard
- 1 free on-site visit / year (domestic)
- Advance replacement within 5 business days
- Remote diagnostic via secure portal
- Phone support + 24-hour ticket response
- Loaner unit during repair (optional)
- Optional 3 or 5-year extension
Enterprise Coverage
Flagship projects and custom installations: control rooms, airports, HQs, and listed enterprises.
- Everything in Extended
- Unlimited on-site service visits
- Next-Business-Day advance replacement
- 24/7 support hotline + on-call engineer
- 4-hour SLA for critical incidents
- Lifetime service for tuning & configuration
- Quarterly system-health reports
- Customer-reserved spare-pool stocking
What's Covered & What's Not
We disclose scope upfront — no fine-print exclusions — so you can plan long-term investments with confidence.
CoveredWithin Warranty Period
- Manufacturing DefectsExamples: solder-joint failures, swollen capacitors, internal PCB layer breaks.
- Premature WearFans, connectors, or parts wearing out before the published MTBF.
- Firmware IssuesBugs in our firmware, plus security-patch firmware updates throughout product life.
- Parts & LaborIncludes parts cost, labor, and return shipping (domestic).
- On-site VisitPer Extended/Enterprise plan within 80km of major Thai cities.
- Replacement UnitsIf repair isn't feasible we replace the unit at no cost — no depreciation deduction.
Not CoveredPaid Repair Available
- Physical DamageDrops, impacts, fractures, or transport damage from customer-side shipping.
- Water / Moisture DamageLiquid ingress, high humidity, or use beyond the rated IP class.
- Unauthorised ModificationTampering, custom soldering, third-party firmware, or replacing internal parts.
- Lightning & Power SurgeDamage from lightning, power surges, or unstable AC supply (use a surge protector).
- Out-of-Spec OperationTemperature, frequency, or power input exceeding published specs.
- Acts of GodFloods, earthquakes, fires, or other force-majeure events.
5 Steps, Transparent Timelines
Every step has a defined SLA. Customers can track status in real-time via the DesignPro Cloud Portal.
Report
Submit via portal, phone, or email — first response within 4 hours (Enterprise SLA).
Diagnose
Engineer diagnoses remotely or requests logs — 70% resolved without shipping the unit.
Authorise RMA
If repair is required, RMA number issued with quote (if any) and shipping label.
Repair / Replace
Service centre repairs unit, tests every function, and prepares for return shipment.
Return
Return via designated carrier with repair report + reinstallation checklist.
Numbers That Earn Trust
Trailing 12-month service metrics — measured and reported quarterly by our Customer Success team.
Remote Response
Enterprise SLA
Quote / RMA Issued
All Tiers
Repair Turnaround
Median
First-Time Fix
2025 trailing
Need to file a warranty claim?
Submit via our claim form — our support team responds within 4 hours for Enterprise and 24 hours for all other customers.