Warranty Terms - Luxedo CourtsUpdated 3 months ago

Luxedo – Warranty & Support Information Warranty Coverage Length of Warranty Luxedo provides a 3-year limited warranty beginning from the date of project completion and client acceptance. Coverage

• Luxedo-Engineered Components (Parts Only) – All proprietary hardware and custom parts are warrantied for 3 years. If a part fails under normal use, Luxedo will provide a replacement at no cost.
• Software – Covered for 3 years, including updates, bug fixes, and patches.
• Installation & Workmanship – Warranty against installation defects for 1 year.
• Labor – Remote support and troubleshooting are included at no cost. In addition, onsite labor and travel related to warranty repairs are fully covered for the first 12 months following project completion. After the first year, onsite service is available under a separate service agreement.
• Projectors & Third-Party Hardware – Covered under the manufacturer’s warranty. Luxedo will assist with coordination of claims. Exclusions The warranty does not cover:
• Damage caused by misuse, negligence, or unauthorized modifications.
• Normal wear and tear (e.g., projector lamps/bulbs, filters).
• Environmental damage (power surges, flooding, fire, extreme conditions, etc.).
• Third-party equipment not supplied or installed by Luxedo.
• Consumables and accessories (cables, connectors, mounting bolts, etc.).

Support Services Availability

• Standard Hours: Support is available Monday through Friday, 8:00 AM – 5:00 PM EST.
• After-Hours Support: A technician is on call during weekends and evenings. While response times may vary, Luxedo makes every effort to address urgent issues promptly outside of standard business hours. Support Channels
• Phone Support – Direct access to a support technician during standard hours.
• Email Support – All requests are tracked and routed to the appropriate team.
• Live Chat – Available Monday through Friday, 8:00 AM – 5:00 PM EST.
• Remote Login – When appropriate, Luxedo can securely connect to client systems for troubleshooting and resolution without requiring onsite visits. Response Time
• All support requests are acknowledged within 1 business day.
• Critical issues are prioritized and addressed as quickly as possible, with escalation procedures in place for time-sensitive events. Service Levels & Escalation Issue Prioritization
• Critical Issues – System outages or failures that prevent use during an event or game.
• Standard Issues – Performance issues, non-critical hardware/software errors, or minor disruptions.
• General Requests – User questions, training needs, or non-urgent configuration assistance. Escalation Process

1. Initial Support – All requests are first handled by Luxedo’s technical support team.
2. Escalation to Senior Technician – If the issue cannot be resolved promptly, it is escalated to a senior technician.
3. Onsite Dispatch (if required) – For issues that cannot be resolved remotely, Luxedo coordinates onsite service. If the issue falls under warranty coverage, onsite labor is included during the first year.
4. Executive Oversight – Persistent or critical failures are escalated directly to Luxedo leadership for expedited resolution and client communication. Maintenance & Updates Software Updates Luxedo provides software updates for the life of the product at no additional cost. Updates may include performance enhancements, security improvements, and system refinements. (Note: If entirely new premium features are introduced in the future that require a subscription, those will be optional and separate from standard updates.) Remote Monitoring & Diagnostics Where enabled, Luxedo’s support team can securely access systems to perform diagnostics, identify issues proactively, and apply fixes without requiring an onsite visit. Preventive Maintenance Luxedo systems are designed to be maintenance-free for the life of the projector. No onsite preventive maintenance is required under normal operating conditions. Client Responsibilities To ensure the reliability and longevity of Luxedo systems, clients are responsible for:

• Proper Environment – Providing a stable operating environment, including adequate power supply, climate control, and ventilation.
• Network Access – Maintaining a reliable internet connection for remote support and updates.
• Third-Party Equipment – Ensuring that any third-party equipment integrated with the system is maintained according to its manufacturer’s specifications.
• System Care – Using the system as intended and refraining from unauthorized modifications or tampering with installed equipment. Failure to meet these responsibilities may limit Luxedo’s ability to provide warranty or support.

Warranty coverage, duration, and terms are governed by the applicable projector manufacturer’s warranty policy. Luxedo does not provide a separate or independent warranty beyond the manufacturer’s coverage. Clients should refer to the specific manufacturer’s warranty for details regarding coverage, exclusions, and duration.

Covered Warranty Work. For defects covered under the applicable manufacturer’s warranty, Luxedo will assist in coordinating warranty service and will supply replacement parts as provided by the manufacturer at no additional cost to the Client. Shipping charges for warranty-related repairs or replacement parts shall be the responsibility of the Client. Shipping costs may vary depending on Client location, projector size, and carrier rates.

On‑Site Labor. If warranty repairs require dismounting, remounting, or other on-site work, Client may either: (a) engage Luxedo to perform such labor at the rates listed in Exhibit A (including travel time, technician hourly rates, and per diem charges), or (b) utilize its own qualified personnel in accordance with Luxedo’s published dismount/remount guidelines (“DIY Option”).

DIY Option Liability. In the event the Client selects the DIY Option, Luxedo’s responsibility is limited to supplying replacement hardware as covered by the manufacturer. Any damage resulting from Client’s labor or failure to adhere to Luxedo’s guidelines is excluded from warranty coverage.

Scheduling. For Luxedo‑performed labor, the Client must provide a minimum of 10 business days’ notice to coordinate site access.

Out‑of‑Scope Items Crane rental, lift rental, ceiling repair, repainting, or any additional non-projector construction work are not included and will be quoted separately if required.

Replacement Cost of Projectors To replace the projectors out of warranty, we would charge the current MAP (Minimum Advertised Price) of the specific model they have. This would be quoted by the Luxedo Support team when the issue arises.

Parts for Out of Warranty Support

Labor/Equipment for Support