Compuware Technology RMA Regulations

壹，肯微科技（Compuware）RMA 規章 … ． 2
I. Compuware RMA Regulations … ． 2
貮，肯微科技客服内部流程 … 4  II. Compuware Customer Service Internal Process...4
一，產品换修與送修基本流程 … 4  1. Basic Product Replacement and Repair Process … 4
二，新品退換（Dead On Arrival，DOA）流程 … 5
三，產品送修流程（RMA Procedure） … 7
3. Product Repair Process (RMA Procedure) … 7
四，收費標準 … 9  IV. Fee Standards...9
附錄 … 10
Appendix...10

壹，肯微科技（Compuware）RMA 規章 I. Compuware RMA Regulations

一，保固範圍 I. Warranty Coverage

肯微售出的 Bare Bone 系統，主機板，機箱及電源供應器均在三年有限保固範圍内。
The Bare Bone systems, motherboards, chassis, and power supply units sold by Compuware are covered under a three-year limited warranty.

二，保固種類 II. Types of Warranty

肯微提供其售出的 Bare Bone 系統，主機板，機箱及電源供應器三年有限保固，保固之起始日將以肯微出貨日為基準（以肯微出廠序號為準）。肯微公司亦提供新品退換（DOA）保固，保固方式說明如下：
Compuware provides a three-year limited warranty for the Bare Bone systems, motherboards, chassis, and power supply units it sells, with the warranty period starting from the date of shipment by Compuware (based on Compuware's serial number). Compuware also offers a Dead on Arrival (DOA) warranty for new products, with the warranty terms described as follows:

1．三年有限保固，係指自出貨日起三年的人工維修及第一年的更換零件將免費提供，第二年及第三年的更換零件須由客戶付費。產品損壞必須送回肯微維修時，請依照肯微的 RMA 流程申請。
1. The three-year limited warranty refers to free labor for repairs within three years from the date of shipment and free replacement parts for the first year. Replacement parts for the second and third years will be charged to the customer. When a damaged product must be sent back to Compuware for repair, please follow Compuware's RMA process to apply.

2．DOA（Dead On Arrival）新品退換
（1）DOA 時限為自肯微公司發貨日起算六十日内。
(1) The DOA time limit is sixty days from the date of shipment by Compuware.
（2）DOA 品以新品零件換貨處理，並以交互寄送方式寄送貨品，客戶寄回的物品需完整。
(2) DOA products will be replaced with new parts, and the exchange will be conducted via cross-shipping. The returned items from customers must be complete.
（3）國内客戶須於十天内將原有不良品完整包装（含所有附件）寄回肯微公司，超過十天後才寄回或收到的物品為不完整（依據肯微公司的部品配件清單）者將收取

15 %

的手續費。
(3) Domestic customers must return the defective product in its complete packaging (including all accessories) to Compuware within ten days. A handling fee of

15 %

will be charged for items returned or received after ten days or if the items are incomplete (based on Compuware's parts and accessories list).

三，保固失效之情况 III. Conditions for Warranty Voidance

1．情況一：凡產品之損壞係因天然災害，人為疏失或機器存放環境不良所造成，或肯微原廠產品被加以妄用，不當使用，變更其原有外觀或設計，且未經肯微公司授權，均不在保固範图内，須由客戶端自行承擔損失責任，該判定權屬肯微公司。
1. Scenario One: Any product damage caused by natural disasters, human error, poor machine storage environment, or unauthorized misuse, improper use, alteration of original appearance or design of Compuware's original products without authorization from Compuware shall not be covered under warranty. The responsibility for such losses shall be borne by the customer, and the determination right belongs to Compuware.

2．情況二：系統上需有保固貼紙序號，若保固貼紙遭毁損，磨損或撕除造成無法辨識，該產品保固立即失效。
2. Scenario Two: The system must have a warranty sticker serial number. If the warranty sticker is damaged, worn, or removed resulting in illegibility, the product warranty shall immediately become void.

四，RMA（Return Merchandise Authorization）服務

1．客戶需先填妥送修單及基本資料後回傳肯微公司以申請 RMA 號碼，肯微公司將於資料登錄後授予 RMA 號碼。客服部門於一個月内未收到客戶的維修品，授予的 RMA 號碼將自動失效。
1. Customers must first complete and return the repair form along with basic information to Compuware to apply for an RMA number. Compuware will issue the RMA number after data registration. If the customer's product for repair is not received by the customer service department within one month, the granted RMA number will automatically expire.

2．RMA 保修只針對肯微原廠配備，並貼有肯微原廠標籤的硬體產品；保固期内且非人為性損壞的產品若無法維修則更換良品或同級產品。
2. RMA warranty only applies to Compuware's original equipment and hardware products bearing Compuware's original labels. For products under warranty with non-human-induced damage that cannot be repaired, they will be replaced with functional or equivalent products.

3．產品送修至肯微產生之運費由客戶端支付，產品維修後返回客戶處所產生之運費
3. Shipping costs incurred when sending products to Compuware for repair shall be borne by the customer, while return shipping costs after product repair will be covered by Compuware.

由肯微支付。 Paid by Compuware.

五，產品送修注意事項 V. Notes for Product Repair Submission

1．系統維修時不保証客戶硬碟内資料的完整性，請客戶送修前事先備份。
1. System repairs do not guarantee the integrity of customer's hard drive data. Customers are advised to back up their data before sending for repair.
2．送修系統時請以原廠配備原樣返回，並以原廠包材包裝，非原廠保固物品請移除，肯微公司不對非原廠的物品負責。若無使用原廠包材包裝部品，而使得運送過程中造成二次損壞，且無法進行維修，則該不良品當場退回，保固立即失效，客戶端需自行承擔一切損失責任。寄送時請勿將維修品之配件（EX：使用手冊，驅動程式光碟片．．．等）一起寄回，除非肯微公司要求一起寄回，否則肯微公司將不擔負任何賠償責任。
2. When returning the system for repair, please ensure it is in its original factory configuration and packaged with the original manufacturer's materials. Non-warranty items should be removed, as Compuware will not be responsible for them. If non-original packaging is used and results in secondary damage during transportation, rendering the item unrepairable, the defective product will be returned immediately, the warranty will be voided, and the customer will bear full responsibility for any losses. Do not include accessories (e.g., user manuals, driver CDs, etc.) with the repair item unless specifically requested by Compuware; otherwise, Compuware will not be liable for any compensation.

3．寄送維修品時請務必在外包箱上清楚標示 RMA 號碼，若未標明清楚 RMA 號碼，貨品將被退回。
3. When sending a product for repair, clearly mark the RMA number on the outer packaging. If the RMA number is not clearly indicated, the shipment will be returned.

4．若無 RMA 號碼又將不良品發往肯微公司時該筆 RMA 將延後受理。申請 RMA 維修需求時請依照 RMA 流程辦理，若未辦理完整手續將不授予 RMA 號碼。
4. If a defective product is sent to Compuware without an RMA number, the RMA request will be delayed. When applying for an RMA repair, please follow the RMA process. Incomplete procedures will result in no RMA number being issued.

六，過保固服務 VI. Out-of-Warranty Service

1．過保固產品維修若需收費，肯微公司將先發估價單給客戶，待客戶同意簽回估價單後才進行維修，維修後的產品將額外提供九十天保固。
1. For out-of-warranty products requiring paid repairs, Compuware will first issue a quotation to the customer. Repairs will only commence after the customer agrees and signs the quotation. Repaired products will receive an additional 90-day warranty.

2．保固外產品經維修報價後客戶不同意維修者，肯微將酌收檢測費用，主機板類為 US\＄45，Power Supply 為 US\＄25。
2. If a customer declines repair after receiving a quotation for an out-of-warranty product, Compuware will charge an inspection fee: US\$45 for motherboards and US\$25 for Power Supplies.

七，規章適用範圍 7. Scope of Regulations

以上 RMA 規章只適用於經銷商，通路商及代理商，其規章的解釋及修改權歸肯微（Compuware）公司所有，規章如有變更將不另行通知。
The above RMA regulations apply only to distributors, channel partners, and agents. The interpretation and modification rights of these regulations belong solely to Compuware. Changes to the regulations will not be notified separately.

貮，肯微科技客服内部流程 II. Compuware Customer Service Internal Procedures

一，產品換修與送修基本流程 1. Basic Process for Product Repair and Return

客服工程師接到客戶提出送修，叫修或換修需求時，先嘗試於線上解決客戶的問題，若問題可於線上解決。若無法線上解決問題且經判斷產品是可維修，請客人填寫 RMA 申請表。客服工程師根據客戶的 RMA 申請表與其產品的保固類型，判斷應採取何種服務流程。以下將逐一介紹每一種服務類型的流程。
When a customer service engineer receives a request for repair, service call, or replacement from a customer, they first attempt to resolve the issue online. If the problem can be resolved online, the process ends there. If the issue cannot be resolved online and the product is deemed repairable, the customer is asked to fill out an RMA application form. The customer service engineer then determines the appropriate service process based on the customer's RMA application form and the product's warranty type. The following sections will detail the process for each type of service.

圖 1 產品換修與送修之基本流程 Figure 1 Basic Process for Product Replacement and Repair

二，新品退換（Dead On Arrival，DOA）流程

圖 2 新品退換（Dead On Arrival，DOA）流程

新品退換流程說明如下： The new product replacement process is described as follows:
1．由客戶提出新品换貨需求 1. The customer submits a request for replacement of new products.
2．客服工程師線上瞭解客戶需求並嘗試於線上解決報修問題，如報修之問題可於線上解決。如未能於線上解決報修之問題且經判斷產品是可維修，請客戶填寫 RMA 申請表（見附錄表1）
2. The customer service engineer understands the customer's needs online and attempts to resolve the repair issue remotely. If the reported issue can be resolved online, it will be handled accordingly. If the issue cannot be resolved online and the product is deemed repairable, the customer will be asked to fill out an RMA application form (see Appendix Table 1).

3．根據客戶填寫之 RMA 申請表審查客戶產品是否符合 DOA 條件，DOA 時限為自肯微發貨日起算六十日内，且未經人為因素損壞。
3. Based on the RMA application form filled out by the customer, verify whether the product meets the DOA conditions. The DOA period is within 60 days from the date of shipment by Compuware, and the product must not have been damaged due to human factors.

4．經客服人員審核資料無誤並登錄資料後，立即授予 RMA 號碼。
4. After the customer service personnel review and confirm the information is correct and log the data, an RMA number will be issued immediately.
5．如報修之產品符合 DOA 條件，DOA 品將以新品換貨處理，並以交互寄送方式寄送貨品。換言之，肯微與客戶雙方同時將產品寄給對方。客服工程師將回修報告寄給客戶，並提醒客戶務必在寄回產品的外包箱上清楚標示 RMA 號碼，以利作業流程。請客戶收到回修報告（見附錄表 2）並填妥後，傳真至肯微。此外，客戶須於十天内將原有不良品寄回肯微公司，超過十天後才寄回或收到的物品為不完整者將收取

15 %

的手續費。國外客户方面，基於國外的運送距離考量，國外客戶的寄送天數可寬限至二十天内。若有超過時間或不良記錄的客戶則列入黑名單 DOA 條件將修正於收件後三天内寄出。
5. If the reported product meets DOA (Dead On Arrival) conditions, the DOA item will be replaced with a new product, and the exchange will be handled via cross-shipping. This means both Compuware and the customer will simultaneously ship the products to each other. The customer service engineer will send the repair report to the customer and remind them to clearly mark the RMA number on the outer packaging of the returned product to facilitate the process. The customer is required to receive the repair report (see Appendix Table 2), complete it, and fax it back to Compuware. Additionally, the customer must return the defective product to Compuware within ten days. If the product is returned or received incomplete after ten days, a handling fee of

15 %

will be charged. For international customers, considering the longer shipping distances, the return period is extended to twenty days. Customers who exceed the time limit or have poor records will be blacklisted. DOA conditions will be adjusted and shipped within three days after receipt.

6．如報修之產品不符合 DOA 條件，請依 RMA 流程辦理。
6. If the reported product does not meet DOA conditions, please follow the RMA process.

三，產品送修流程（RMA Procedure） 3. Product Repair Process (RMA Procedure)

圖 3 產品送修流程 Figure 3 Product Repair Process

產品送修流程說明如下： The product return and repair process is described as follows:
1．由客戶主動提出產品維修需求 1. The customer proactively requests product repair service.
2．客服工程師線上瞭解並畫力解決客戶的問題。若無法於線上解決客戶的問題且經判斷產品是可維修，請客戶填寫 RMA 申請表。產品經判定無法維修時，請客戶勿再將產品寄至肯微。
2. Customer service engineers will understand and attempt to resolve the issue remotely. If the problem cannot be resolved online and the product is deemed repairable, the customer will be asked to complete an RMA application form. If the product is judged irreparable, the customer should not send it to Compuware.

3．客服人員登錄客戶送修資料後立即發放 RMA 號碼；於一個月内未收到客戶的維修品，授予的 RMA 號碼自動失效。另外當客戶的保固貼紙已無法辨識時，保固立即失效。
3. After logging the customer's repair request, customer service will immediately issue an RMA number. If the defective product is not received within one month, the assigned RMA number will automatically expire. Additionally, warranty coverage becomes void immediately if the warranty sticker is illegible.

4．請客戶取得 RMA 號碼後，連同送修單及維修品一併寄回肯微；寄送時務必提醒客戶在外包箱上清楚標示 RMA 號碼，以利送修作業；若未標明清楚 RMA 號碼，則貨品將會被退回。若客戶未申請 RMA 號碼又將不良品寄至肯微，則該筆 RMA 將延後受理
4. Customers must send the defective product back to Compuware along with the repair form after obtaining the RMA number. During shipment, customers must clearly mark the RMA number on the outer packaging to facilitate processing; unmarked shipments will be returned. If customers send defective products without applying for an RMA number first, such RMAs will be processed with lower priority.

5．經檢測判斷送修品必須更换零件時，須先查詢客戶的保固期間。
5. When inspection determines that replacement parts are needed for the repair item, the customer's warranty period must first be checked.
6．保固内送修品在產品維修完後將良品連同回修報告寄回客戶處，請客戶填妥回修報告並簽名確認，再回傳至肯微。
6. For in-warranty repair items, after the product is repaired, the working product along with the repair report will be sent back to the customer. The customer is requested to complete the repair report and sign for confirmation, then return it to Compuware.

7．送修品已超過保固或未保固，則提供維修估價單（見附錄表 3）給客戶，由客戶決定是否同意維修。客戶如不同意維修，送修品將直接寄還客戶，需酌收檢測費用。如同意維修，維修品經維修完後，連同回修報告寄回客戶處，並開立發票，請客戶經確認後填妥回修報告並回傳至肯微。
7. If the repair item is out of warranty or not covered by warranty, a repair estimate (see Appendix Table 3) will be provided to the customer for their decision on whether to proceed with the repair. If the customer declines the repair, the item will be returned directly to the customer with an inspection fee charged. If the customer agrees to the repair, after the item is repaired, it will be sent back to the customer along with the repair report, and an invoice will be issued. The customer is then requested to confirm, complete the repair report, and return it to Compuware.

四，收費標準 IV. Fee Schedule

1．產品維修費 1. Product Repair Fees
凡在保固期内的送修品，不收取維修費用；保固外的送修品則視原廠維修報價為收費基準。
For products under warranty, no repair fees will be charged; for out-of-warranty products, the repair cost will be based on the original manufacturer's quotation.

2．檢測費 2. Inspection Fees

保固外產品經維修報價後客戶不同意維修者，肯微將酌收檢測費用，主機板類為 US\＄45，Power 類 US\＄25。
If a customer declines repair after receiving a quotation for an out-of-warranty product, Compuware will charge an inspection fee: US\$45 for motherboards and US\$25 for Power units.

附錄一表單文件
Appendix 1 Forms and Documents

表1，RMA 申請表 RMA Request Form
Table 1, RMA Request Form
表2，回修報告 RMA Report Table 2, RMA Report
表 3，維修費估價單 Repair Fee Quotation
Table 3, Repair Fee Quotation

RMA 申請表 RMA Application Form

Note ： Note:
1．請詳填表單資料以利作業，並使用 E－Mail 或傳真申請 RMA 號碼。
1. Please fill out the form details completely to facilitate processing, and apply for an RMA number via email or fax.
2．取得 RMA 號碼後，請連同此張表單將維修品寄送至肯微公司，並在外包箱上標明 RMA號碼。
After obtaining the RMA number, please send the product for repair to Compuware along with this form, and clearly mark the RMA number on the outer packaging.

3．請將維修品寄回即可，勿將任何配件寄回，以免遺失。
Please return only the defective product for repair. Do not send back any accessories to avoid loss.

RMA Request Form

Information of Returned Merchandise

Warranty

Card # / Date #

Model #

Serial #

Detailed Description of

Problem(s)

Remark

Note : Note:

Please complete the RMA Request Form and apply for RAM number via E-Mail or Fax.
After obtaining the RAM number, please return the defective products with this form to Compuware. The RMA number must be clearly printed on the outside of the box in which the product is returned.
Please return the product without any accessories.

肯微科技股份有限公司 Compuware Technology Inc.
Compuware Technology Inc．
Compuware Technology Inc.

台北縣 235 中和市連城路 232 號 5 樓
5th Floor, No. 232, Liancheng Road, Zhonghe City, Taipei County 235
5F NO． 232 LIAN CHENG ROAD，CHUNG－HO CITY 235， TAIPEIHSIEN，TAIWAN R．O．C．

TEL ：＋886－2－8226－3936 FAX ：＋886－2－8226－3009
TEL: +886-2-8226-3936 FAX: +886-2-8226-3009
E－mail：RMA＠，compuware．com．tw
E-mail: RMA@compuware.com.tw
http ：／／www．compuware．com．tw
http://www.compuware.com.tw

回修報告 RMA Report Repair Report RMA Report

\begin{aligned} RMA \\ No. \end{aligned}

客戶名稱 Customer Customer Name

返回日期 Returned Date

Item No

項次

Item

Model Number

產品型號

Model No．

產品序號 Serial No． Serial Number

Repair Result

檢修結果

Repair Result

收費 Charge Charge

收費總計 Total Charge

Total Amou Total Amount

客戶簽名 Customer Signature

Signature

Note：確認簽名後請回傳至肯微公司 Note: Please return the signed document to Compuware Technology
Please return it with your signature via our fax line，+886 －2－82263009．

肯微科技股份有限公司 Compuware Technology Corporation

台北縣 235 中和市連城 232 號 5 樓
5th Floor, No. 232, Liancheng Road, Zhonghe District, New Taipei City 235
TEL ：＋886－2－8226－3936 FAX ：＋886－2－8226－3937
TEL: +886-2-8226-3936 FAX: +886-2-8226-3937
E－mail：RMA＠，compuware．com．tw
E-mail: RMA@compuware.com.tw
http：／／www．compuware．com．tw
http://www.compuware.com.tw

維修費估價單 Repair Cost Estimate

RM	\＃ #	客戶名稱： Customer Name:		發文日回覆期 Reply by the date of issuance
項次 Item number	產品型號 Product Model	產品序號 Product Serial Number	產品問題 Product Issue	數量 Quantity	單價 Unit Price	總價 Total Price
1
2
3
4
5
6
7
8
9
10
合計金額 NT\＄（含稅） Total Amount NT\$ (Tax Included)

服務選項： Service Options:
煩請確認上列的不良維修收費說明，如在指定日期內未收到任何回覆，送修品將不維修並安排寄回。Supermicro 的產品提供一年的零件免費，三年的人工免費維修，以出貨日期到申請的日期為期限；人為因素的毀損不在保固範圍內。
Please confirm the above defective repair charges. If no response is received by the specified date, the product will not be repaired and will be arranged for return shipment. Supermicro products provide one year of free parts and three years of free labor for repairs, with the warranty period calculated from the shipment date to the application date. Damage caused by human factors is not covered under warranty.

■同意付費維修 ■Agree to pay for repair

◻

不同意維修

◻

Disagree to repair
備註：確認簽名後請 Mail 至 rma＠compuware．com．tw 或傳真至肯微公司，謝謝
Note: After confirming the signature, please mail to rma@compuware.com.tw or fax to Compuware Corporation. Thank you.
客戶簽名： Customer Signature:

請提供貴公司全名： Please provide your company's full name:
統編： Tax ID:

Repair Fee Quotation

RMA Number

Issued

Date

Customer

Item

Model No.

Serial No.

Description

Quantity

Unit

Price

Total

Total Quotation

Service Options

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Agree to pay above repair charge

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Agree not to pay above repair charge, the Compuware would charge the testing fee of USD 45 for part and USD 75 for full system.

Signature : Signature

Note : Please return it with your signature via our fax line

+ 886 - 2 - 82263009