Warranty Guide
1. General Warranty Terms
2. Eligibility for Extended Warranty
- For New Purchases: Devices purchased and activated under the Enterprise Plan after July 22, 2024, will automatically be covered by a 3-year warranty starting from the activation date.
For Upgrades to Enterprise Plan: Devices already in use before July 22, 2024, will be eligible for the 3-year warranty once upgraded to the Enterprise Plan, provided the warranty had not expired before the upgrade. The 3-year warranty will be calculated based on the original activation date of the device.
For OPEX Bundle Customers: The lifetime warranty will continue to be applicable for customers with OPEX bundle options. This warranty is not impacted by the new Enterprise Plan policies.
3. Device-Specific Guidelines
ZenCam Cameras: Only ZenCam cameras are eligible for the 3-year extended warranty under the Enterprise Plan.
SurfSight Cameras: SurfSight cameras are not eligible for the extended warranty as SurfSight does not offer Enterprise Plans.
4. Warranty Activation
The warranty period for devices under the Enterprise Plan begins from the original activation date. For example, if a device was activated on January 1, 2023, the warranty period will be from January 1, 2023, to December 31, 2025, regardless of whether the device was upgraded to the Enterprise Plan later.
Warranty FAQ
1. If a device's plan was upgraded to Enterprise after July 2024, will the 3-year warranty apply?
Yes, the 3-year warranty will apply to devices upgraded to the Enterprise Plan after July 22, 2024.
2. Will the extended warranty apply to devices that were already on the Enterprise Plan before the announcement?
Yes, the extended warranty will apply only if the device is on the Enterprise Plan and the warranty had not expired before the announcement.
Example: If an old Enterprise plan was purchased in June 2021, it would expire in May 2024, so no additional warranty would apply.
3. For customers with OPEX bundle options, is the lifetime warranty still applicable, or has this process changed?
Yes, the lifetime warranty is still applicable to customers with OPEX bundle options.
4. Is the extended warranty applicable only to ZenCam cameras or SurfSight cameras too?
The extended warranty applies only to ZenCam cameras as SurfSight does not offer Enterprise Plans.
5. If a customer has been on the Enterprise Plan since the beginning (2023) and purchased cameras in April 2023, will those cameras be covered under the 3-year warranty?
Yes, cameras activated prior to July 22, 2024, will be eligible for the 3-year warranty, provided they were activated under the Enterprise Plan.
Example: If a device was activated on January 1, 2023, the warranty would be valid from January 1, 2023, to December 31, 2025.
6. As we begin discussions with customers about upgrading to the Enterprise Plan, will all their devices be covered under the 3-year warranty once they upgrade, or will the extended warranty only apply to new purchases made after they move to the Enterprise Plan, with older devices remaining under the standard 1-year warranty?
The same warranty policy applies to upgrades: existing devices activated prior to July 22, 2024, become eligible for the 3-year warranty once upgraded to the Enterprise Plan. The warranty period will begin from the original activation date of the device.
Example: If a device was activated on January 1, 2023, the warranty would be valid from January 1, 2023, to December 31, 2025. New devices activated under the Enterprise Plan will have a full 3-year warranty starting from the activation date.