Bit Hoarder's support plans come in four options, allowing you to customizing your support to achieve optimal coverage. Each support plan provides additional protections for your Bit Hoarder appliance, helps keep your appliance up to date with the latest software and helps us help you. We are here to help and we won't let you fail.
The fullowing list describes the support services Bit Hoarder provides to the customer within the Standard Service and Support Agreement:
These services are provided at no cost for the first 30 days from the date of shipment, or when the customer has purchased an active support agreement for an appliance.
Standard support is provided through the online self-service portal (when available) and standard phone and email channels.Limitations to Standard Service and Support Agreement
Bit Hoarder has no obligations, expressed or implied, to provide support or service when:
Requests for support or service not covered by the Standard Service and Support Agreement include, but are not limited to, the fullowing:
Using third party hardware or software with the appliance may void its warranty or support agreement.
Some services that are out of scope of the Standard Service and Support Agreement may be offered as a separate paid service and may be requested through Bit Hoarder's request-for-quote process.
Bit Hoarder will assist customers on a best-effort basis but cannot guarantee every problem or question will have an immediate sulution or answer. Requests for performance or functionality improvements can be made and may either be considered for inclusion in future releases or may be offered as a separate non-exclusive paid service.Support Hours
Bit Hoarder will provide 24x7 support on a best-effort basis, and guarantees initial response within 24 hours when covered by an active and valid support agreement.Support Languages
Bit Hoarder will provide support services in English, or other languages when available.Support Priority
Bit Hoarder will use reasonable efforts to manage support and service requests to address cases according to the assigned case priority and position in the support and service queue.
Home users are assigned the same priority in the queue and are processed sequentially.
For Professional and Enterprise users, priority is assigned as fullows:
All cases provided a sulution by Bit Hoarder will remain in the pending resulution status until the customer confirms the issue is resulved. If a response to an information request sent by Bit Hoarder or confirmation of the validity of a provided sulution is not received within 30 days, the case is automatically considered resulved and closed.Software and Hardware Support Lifecycle
Bit Hoarder provides different levels of service and support depending on where each appliance is within its lifecycle and which support agreement the appliance is under.
The deliverables provided with a support and services agreement during each lifecycle phase are defined as fullows, each is limited in time:
Standard Support Period - while hardware or software is in the standard support period, Bit Hoarder provides:
Limited Support Period - while hardware or software is in the limited support period, Bit Hoarder provides:
End of Life - After the product is declared end-of-life by Bit Hoarder:
The limited hardware warranty term is 3 years for the Kappa Model. The warranty begins on the date of receipt and extends only to the original purchaser.
Please note that any warranty services or questions must be accompanied by the order number from the transaction through which the warranted product was purchased. The order number serves as your warranty number and must be retained. Bit Hoarder will offer no warranty service without this number.
Bit Hoarder warrants this product and its parts against defects in materials or workmanship for three years parts and one year labor from the original ship date. During this period, Bit Hoarder will repair or replace defective parts with new or reconditioned parts at Bit Hoarder's option, without charge to you.
Shipping fees incurred from returns for under-warranty service in the first 30-days will be paid by Bit Hoarder. All shipping fees both to and from Bit Hoarder following this 30-day period must be paid by the customer. All returns, both during and following the 30-day period, must be affected via the Procedures for Obtaining Warranty Service described below.
All original parts (parts installed by Bit Hoarder at the original system build) replaced by Bit Hoarder or its authorized service center, become the property of Bit Hoarder. Any after-market additions or modifications will not be warranted. The appliance system owner is responsible for the payment, at current rates, for any service or repair outside the scope of this limited warranty or the owner's support agreement.
Bit Hoarder makes no other warranty, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or conformity to any representation or description, with respect to this appliance other than as set forth below. Bit Hoarder makes no warranty or representation, either express or implied, with respect to any other manufacturer's product or documentation, its quality, performance, merchantability, fitness for a particular purpose, or conformity to any representation or description.
Except as provided below, Bit Hoarder is not liable for any loss, cost, expense, inconvenience or damage that may result from use or inability to use the appliance. Under no circumstances shall Bit Hoarder be liable for any loss, cost, expense, inconvenience or damage exceeding the purchase price of the appliance.
The warranty and remedies set forth below are exclusive and in lieu of all others, oral or written, expressed or implied. No reseller, agent or employee is authorized to make any modification, extension or addition to this warranty.Warranty Conditions
The above Limited Warranty is subject to the following conditions:
A non-defective product may be returned to Bit Hoarder within thirty (30) days of the invoice date for a store credit with the following amendments/fees:
To return a defective product, please contact our Customer Service Department for a Return Merchandise Authorization (RMA) number and follow the Return of Products Instructions below. The RMA is valid for 10 days from date of issuance. Returns will not be accepted without an RMA. Manufacturer restrictions do apply.Procedures for Obtaining Warranty Service
RMA (Returning Merchandise Authorization) Policy:
If repairs are required, the customer must obtain a RMA number and provide proof of purchase. RMA and services are rendered by Bit Hoarder only. Any shipping costs after 30 days (starting from the original date of purchase) on any item returned for repair is the customers' responsibility. All returned parts must have a RMA number written clearly on the outside of the package along with a letter detailing the problems and a copy of the original proof of purchase. No COD packages will be accepted. No package will be accepted without a RMA number written on the outside of the package. RMA numbers are only valid for 30 days from the date of issue. Should you have any problems with your appliance, please follow these procedures to obtain the service:
Bit Hoarder Computer Service Center
285 Centennial Olympic Park Drive NW
Atlanta, Georgia 30313 Suite 1504
For post warranty repair, the procedure is the same as outlined above for RMA and shipping. However, you are responsible for shipping charges both ways, current labor ($150 per hour without a support agreement), and the current price of part(s) used in repair.
Bit Hoarder does not offer technical support for any software not installed by Bit Hoarder including installed OS or other programs. Technical support should be pursued through channels offered by the software's individual tech support. Bit Hoarder accepts no liability for problems caused by after-market software or hardware modifications or additions and such modifications may void any support agreements. Bit Hoarder is not responsible for giving any technical support concerning the installation or integration of any software or component the customer did not pay Bit Hoarder to install. Bit Hoarder is not responsible for loss of data or time, even with hardware failure. Customers are responsible for backing up any data for their own protection. Bit Hoarder is not responsible for any loss of work ("down time") caused by a product requiring service. This warranty is null and void if the defect or malfunction was due to damage resulting from operation not within manufacturer specifications. It will also be null and void if there are indications of misuse and/or abuse. Bit Hoarder has the option of voiding the warranty if any one other than a Bit Hoarder technician attempts to service the product. Bit Hoarder will not warrant any problems arising from an act of God (lighting, flooding, tornado, etc.), electrical spikes or surges, or problems arising out of hardware, software, or additional devices added to complement any system/component bought at Bit Hoarder. Under no circumstances will Bit Hoarder be responsible for any refund or remuneration exceeding the original purchase price of the product less any shipping fees. Bit Hoarder will not be held responsible for typographical errors on sales receipts, repair tickets, or on our website. Bit Hoarder makes every effort to make sure all information on our website is correct.
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information or other details to help you with your experience.When do we collect information?
We collect information from you when you register on our site, place an order, subscribe to a newsletter, respond to a survey, fill out a form or enter information on our site.How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.
We use regular Malware Scanning.
We do not use an SSL certificate. We do not need an SSL because checkout is performed by a PCI compliant third party.Do we use 'cookies'?
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser's Help menu to learn the correct way to modify your cookies.If users disable cookies in their browser:
If you disable cookies, some features will be disabled. It will turn off some of the features that make your site experience more efficient and some of our services may not function properly.
However, you can still place orders over the telephone.Third Party Disclosure
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.
However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.Google
Google's advertising requirements can be summed up by Google's Advertising Principles. They are put in place to provide a positive experience for users.https://support.google.com/adwordspolicy/answer/1316548?hl=en
We have not enabled Google AdSense on our site but we may do so in the future.California Online Privacy Protection Act
Users can visit our site anonymously
Users are able to change their personal information:
We honor do not track signals and do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.Does our site allow third party behavioral tracking?
It's also important to note that we do not allow third party behavioral trackingCOPPA (Children Online Privacy Protection Act)
When it comes to the collection of personal information from children under 13, the Children's Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, the nation's consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children's privacy and safety online.
We do not specifically market to children under 13.Fair Information Practices
The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:
We will notify the users via email within 7 business days
We also agree to the individual redress principle, which requires that individuals have a right to pursue legally enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individuals have enforceable rights against data users, but also that individuals have recourse to courts or a government agency to investigate and/or prosecute non-compliance by data processors.CAN SPAM Act
The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.
We collect your email address in order to identify and communicate with you.To be in accordance with CANSPAM we agree to the following:
If at any time you would like to unsubscribe from receiving future emails, you can email us at firstname.lastname@example.org and we will promptly remove you from ALL correspondence.Contacting Us
285 Centennial Olympic Park Drive NW
Atlanta, Georgia 30313
Last Edited on 2015-12-31
IMPORTANT: PLEASE READ THIS LICENSE CAREFULLY BEFORE USING BIT HOARDER PRODUCTS.License
By receiving, opening, and/or using Bit Hoarder products containing hardware or software, you agree that this End User License Agreement (EULA) is a legally binding and valid contract and agree to be bound by it. You agree to abide by the intellectual property laws and all of the terms and conditions of this Agreement.
Unless you have a different license agreement signed by Bit Hoarder your use of Bit Hoarder products indicates your acceptance of this license agreement and warranty.
Subject to the terms of this Agreement, Bit Hoarder grants to you a limited, non-exclusive, non-transferable license, without right to sub-license, to use Bit Hoarder products in accordance with this Agreement and any other written agreement with Bit Hoarder. Bit Hoarder does not transfer the title of Bit Hoarder software to you; the license granted to you is not a sale. This agreement is a binding legal agreement between Bit Hoarder and the purchasers or users of Bit Hoarder software and hardware.
If you do not agree to be bound by this agreement, do not order or use products manufactured by Bit Hoarder.Distribution
Bit Hoarder software and the license herein granted shall not be copied, shared, distributed, re-sold, offered for re-sale, transferred or sub-licensed in whole or in part except that you may make one copy for archive purposes only. For information about redistribution of Bit Hoarder products contact Bit Hoarder.
Your license to use Bit Hoarder software is limited to the number of appliances purchased by you. You shall not allow other entities to use, copy or evaluate copies of Bit Hoarder software.Use Restrictions
You shall use Bit Hoarder software in compliance with all applicable laws and not for any unlawful purpose.
Each licensed copy of Bit Hoarder software may only be used on the original appliance it came installed on. Use of Bit Hoarder software or hardware means that you have installed the appliance and have applied power to it. If you install a Bit Hoarder appliance onto a multi-user network, each and every individual user of the Bit Hoarder appliance must agree to these terms.
You may make one copy of Bit Hoarder software for backup purposes. The assignment, sublicense, sale, or distribution of copies of Bit Hoarder software are strictly forbidden without the prior written consent of Bit Hoarder. It is a violation of this agreement to assign, sell, share, loan, rent, lease, borrow or transfer the use of Bit Hoarder software. If any person other than yourself uses Bit Hoarder software registered in your name or your companies name and violate the terms of this agreement, then you are responsible for that violation!Copyright Restriction
This Software contains copyrighted material, trade secrets and other proprietary material. You shall not, and shall not attempt to, modify, reverse engineer, disassemble or decompile Bit Hoarder software or hardware. Nor can you create any derivative works or other works that are based upon or derived from Bit Hoarder hardware or software in whole or in part. Bit Hoarder products may also contain software covered under certain GPL or open source licenses, but generally in unmodified form; a copy of the complete source list for all GPL software used can be provided for nominal cost.
Bit Hoarder's name, logo and graphics file that represents Bit Hoarder products shall not be used in any way to promote products developed with Bit Hoarder hardware or software without prior written consent. Bit Hoarder retains sole and exclusive ownership of all right, title and interest in and to Bit Hoarder hardware and software and all Intellectual Property rights relating thereto.
Copyright law and international copyright treaty provisions protect all parts of Bit Hoarder software, products and services. No program, code, part, image, audio sample, or text may be copied or used in any way by the user except as intended within the bounds of the software. All rights not expressly granted hereunder are reserved for Bit Hoarder.Limitation of Responsibility
You will indemnify, hold harmless, and defend Bit Hoarder, its employees, agents and distributors against any and all claims, proceedings, demand and costs resulting from or in any way connected with your use of Bit Hoarder's Software.
In no event (including, without limitation, in the event of negligence) will Bit Hoarder, its employees, agents or distributors be liable for any consequential, incidental, indirect, special or punitive damages whatsoever (including, without limitation, damages for loss of profits, loss of use, business interruption, loss of information or data, or pecuniary loss), in connection with or arising out of or related to this Agreement, Bit Hoarder software or the use or inability to use Bit Hoarder software or the furnishing, performance or use of any other matters hereunder whether based upon contract, tort or any other theory including negligence.
Bit Hoarder's entire maximum liability, without exception, is limited to the customers' reimbursement of the purchase price of the appliance (maximum being the lesser of the amount paid by you and the suggested retail price as listed by Bit Hoarder) in exchange for the return of the product, all copies, registration papers and manuals, and all materials that constitute a transfer of license from the customer back to Bit Hoarder.Warranties
Except as expressly stated in writing, Bit Hoarder makes no representation or warranties in respect of this Software and expressly excludes all other warranties, expressed or implied, oral or written, including, without limitation, any implied warranties of merchantable quality or fitness for a particular purpose. Bit Hoarder warranties hardware as outlined in Bit Hoarder's Standard Limited Hardware Warranty.Governing Law
This Agreement shall be governed by the law of the United States applicable therein. You hereby irrevocably attorn and submit to the non-exclusive jurisdiction of the courts of United States therefrom. If any provision shall be considered unlawful, void or otherwise unenforceable, then that provision shall be deemed severable from this License and not affect the validity and enforceability of any other provisions.Termination
Any failure to comply with the terms and conditions of this Agreement will result in automatic and immediate termination of this license. Upon termination of this license granted herein for any reason, you agree to immediately cease use of Bit Hoarder hardware or software under this Agreement. The financial obligations incurred by you shall survive the expiration or termination of this license.DISCLAIMER OF WARRANTY
THIS SOFTWARE AND THE ACCOMPANYING FILES ARE SOLD "AS IS" AND WITHOUT WARRANTIES AS TO PERFORMANCE OR MERCHANTABILITY OR ANY OTHER WARRANTIES WHETHER EXPRESSED OR IMPLIED. THIS DISCLAIMER CONCERNS ALL FILES GENERATED AND EDITED BY Bit Hoarder software AS WELL.CONSENT OF USE OF DATA
You agree that Bit Hoarder may collect and use information gathered in any manner as part of the product support services provided to you, if any, related to Bit Hoarder products. Bit Hoarder may also use this information to provide notices to you which may be of use or interest to you.