neat.no

Pulse Cover Features

Warranty

Neat devices will be covered for the duration of their subscription on Pulse (term lengths can be 1/3/5 years).
The full warranty information is available on our website: https://neat.no/warranty-statement/

Hardware replacements (RMAs)

If a device encounters a hardware problem, an email as long as Neat technical support team have pre-authorized the request and the product is covered by the limited warranty, Neat will (at its option) repair or replace the unit. There will be no charge for parts or labor during the warranty period. Replacement parts may be new or re-certified at Neat’s option and sole discretion.
Replacement parts and labor are warranted for the remaining portion of the original warranty on Pulse or for ninety (90) days from warranty service, whichever is longer.

Advanced Hardware Replacement (AHR)

Neat will send out the replacement product before the faulty unit is returned by the end user, subject to availability of units in the regional distribution centers.

Software and Hardware upgrades and support

Software updates specific to a Neat device will be provided for the lifetime of that device at no additional cost.
However, if Neat devices reach end-of life/end-of-sale (EOL/EOS), Neat WILL no longer provide any new features for those devices and they will effectively be on maintenance-only mode. Neat may provide important bug-fixes and urgent security updates after the EOL/EOS date, however it will be up to the discretion of Neat team. 

3rd party software support is dependent on the vendor’s software support policy. Neat will not be responsible for maintaining support for 3rd party software on EOS/EOL devices.Approved RMAs will be replaced with same or similar product and replacement parts may be new or re-certified at Neat’s option and sole discretion. Please note that Neat will only provide RMA for units under warranty and have been pre-authorized by Technical support team. Neat will not provide spare parts or replacements (RMA, break-fix, spare parts etc.) for units that are no longer under warranty.