MERLIN Services

MERLIN service packages provide easy access to technical expertise, hardware replacement, and auxiliary services that enhance and extend your warranty. Below are two service options for you to choose from:

• Personal Support - covers troubleshooting issues that meet the following criteria:

  • MERLIN product features are not working as designed after the initial installation. No modifications have been made by the user or by a third party product to any of the necessary program or system files.

  • MERLIN product features are broken after upgrading the program or operating system. No modifications have been made by the user or by a third party product to any of the necessary program or system files.

  • Assistance with usage of basic built-in product features.

  Price: $35 U.S. per phone incident

• Professional Support

  From installation and training to turn-key solutions, MERLIN Professional Services provide expert assistance. This complete service package offers:

  • On-site support, hardware replacement

  • Telephone technical support engineers promptly answer your questions.

  • The latest software updates.

  Price: $250 U.S. per phone incident

Hours of Support Operation

If you would like to purchase or have already purchased a support package, contact us directly at: 858-569-2900.

MERLIN Warranties

The following information applies to the United States only, unless specifically stated otherwise.

Cykic Software products automatically comes with a 30-day "complete satisfaction" warranty and a 90-day limited warranty. You may optionally upgrade your warranty protection to an extended one-year limited warranty. The information below is a description of Cykic Software's 90-day, one-year limited warranties and the basic "Complete Satisfaction" Return Policy warranty for systems purchased in the United States. The limited warranty covering your system will be noted on your invoice and included in the documentation accompanying your system.

90-Day Limited Warranty
One-Year Limited Warranty
Complete Satisfaction Return Warranty

90-Day Limited Warranty (United States Only)

Cykic Software Computer Corporation's ("Cykic Software") Merlin Servers are the integrated result of high quality hardware and Cykic Software's proprietary Merlin Server software. We extend to the purchaser, the manufacturer of the hardware's warranties and directly warrant the software. Cykic Software warrants that the Merlin Server will be free from defects in materials and workmanship. The basic limited warranty term is 90-days beginning on the date of invoice, as further described in the following text.

Damage due to shipping the products to you is covered under this limited warranty. Otherwise, this limited warranty does not cover damage due to external causes, including accident, abuse, misuse, problems with electrical power, servicing not authorized by Cykic Software, usage not in accordance with product instructions, failure to perform required preventive maintenance, and problems caused by use of parts and components not supplied by Cykic Software.

This limited warranty does not cover any items that are in one or more of the following categories: accessories or parts added to a MERLIN SERVER after the system is shipped from Cykic Software; accessories or parts added to a MERLIN SERVER through Cykic Software's system integration department; accessories or parts that are not installed in the Cykic Software factory; or Cykic Software products.

During the ninety-day period beginning on the invoice date, Cykic Software will repair or replace products covered under this limited warranty that are returned to Cykic Software's facility. To request limited warranty service, you must contact Cykic Software's Customer Care Center within the limited warranty period. If limited warranty service is required, Cykic Software will issue a Return Material Authorization Request Number (RMA#). You must ship the product(s) back to Cykic Software in their original or equivalent packaging, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment. Cykic Software will ship the repaired or replacement products to you freight prepaid if you use an address in the continental United States, where applicable. Shipments to other locations will be made freight collect.

NOTE: Before you ship the product(s) to Cykic Software, back up your data. Cykic Software does not accept liability for any lost data.

Cykic Software owns all parts removed from repaired products. Cykic Software uses new and reconditioned parts made by various manufacturers in performing limited warranty repairs and building replacement products. Cykic Software reserves the right to replace parts and complete units with different products that may be available at the time of the warranty repair. Substitute parts will be of equal or better specification than those replaced. If Cykic Software repairs or replaces a product, its limited warranty term is not extended.

THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE (OR JURISDICTION TO JURISDICTION). CYKIC SOFTWARE'S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR AND REPLACEMENT AS SET FORTH IN THIS LIMITED WARRANTY STATEMENT. ALL EXPRESS AND IMPLIED WARRANTIES FOR THE PRODUCT, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES OF AND CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THE LIMITED WARRANTY PERIOD SET FORTH ABOVE AND NO WARRANTIES, WHETHER EXPRESS OR IMPLIED, WILL APPLY AFTER SUCH PERIOD. SOME STATES (OR JURISDICTIONS) DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

CYKIC SOFTWARE DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES SET FORTH IN THIS LIMITED WARRANTY STATEMENT OR LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING WITHOUT LIMITATION ANY LIABILITY FOR PRODUCTS NOT BEING AVAILABLE FOR USE OR FOR LOST DATA OR SOFTWARE. SOME STATES (OR JURISDICTIONS) DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE EXCLUSION OR LIMITATION MAY NOT APPLY TO YOU.

These provisions apply to Cykic Software's 90-day limited warranty only. For provisions of any on-site service contract covering your system, refer to the separate on-site service contract that you will receive. .

 

Optional One-Year Limited Warranty (United States Only)

Cykic Software Computer Corporation's ("Cykic Software") optional one year limited warranty is identical to the Ninety-Day Warranty above except its duration is one year from the date of invoice and not ninety days.



"Complete Satisfaction" Return Policy (United States Only)

If you are an end-user customer who bought new products directly from a Cykic Software company, you may return them to Cykic Software within 30 days of the date of invoice for a refund or credit of the product purchase price. In either case, the refund or credit will not include any shipping and handling charges shown on your invoice. If you are an organization that bought the products under a written agreement with Cykic Software, the agreement may contain different terms for the return of products than specified by this policy.

To return products, you must call Cykic Software Customer Care Department to receive a Credit Return Authorization Request Number. To expedite the processing of your refund or credit, Cykic Software expects you to return the products to Cykic Software in their original packaging within five days of the date that Cykic Software issues the Credit Return Authorization Request Number. You must also prepay shipping charges and insure the shipment or accept the risk of loss or damage during shipment. Returned products must be in as-new condition, and all of the manuals, power cables, and other items included with a product must be returned with it. For customers who want to return, for refund or credit only, either applications software or an operating system that has been installed by Cykic Software, the whole system must be returned, along with any media and documentation that may have been included in the original shipment.

This "Complete Satisfaction" Return Policy does not apply to items purchased from our Software division..