Complete Care Terms and Conditions

5 Dec 2024

Juniper Systems Complete Care Service Plans (referred to below as Juniper Service Plans) provide additional coverage beyond the standard product manufacturer's warranty for specific rugged handheld computers and other product models manufactured by or for Juniper Systems. A Juniper Service Plan is available for the following models:

• Mesa 4*
• Mesa Pro*
• Geode GNS3
• Mesa 3*
• Archer 4

A service plan is no longer available for the following models:

• Allegro 3*
• Archer 3*
• Mesa 2*
• Allegro 2*
• Archer 2*
• Geode GNS2

* Including available HazLoc and/or OEM re-branded models

Juniper Service Plans are valid when the product is used in accordance with the published specifications for each model. Juniper Service Plans include standard product manufacturer’s warranty benefits, as outlined in the warranty terms of the product user manual, along with the additional service benefits outlined in the following sections below.

Juniper Service Plans can be purchased in one-year, three-year, and five-year increments with a maximum of five years from the original manufacturing ship date of the product. The benefits for the three-year and five-year plans begin from the original ship date of the product and will remain in force for full-year increments for the number of years purchased (term). The benefits for the one-year plan begin when the order is processed and end one year after the original warranty or a previous Juniper Service Plan expires, whichever is later. The three-year and five-year service plans are only available to purchase at the same time as the original physical Product purchase. Juniper Service Plans are purchased for individual Products referenced by a specific serial number or other pre-assigned unique identification. Renewals must be purchased before the existing warranty or Juniper Service Plan expires to prevent having to return the product for a physical evaluation. The device to be renewed must be in a fully operable condition. When conditions exist that require repair, the device must be returned to have repair performed before the Service Plan goes into effect.

For a product that is no longer covered by the original standard product manufacturer’s warranty or by a previous Juniper Service Plan, and the product is not older than five years from its original manufacturing ship date, the product must be submitted to a participating certified repair center for physical evaluation to qualify for Juniper Service Plans. This evaluation, and any repairs that are required, will be billed at the standard hourly rate of the repair center. Contact Juniper Systems’ Customer Service Department for a Return Merchandise agreement or to find the nearest repair center. The product must have been used in accordance with the published specifications. If misuse, abuse, or fraud is suspected, Juniper reserves the right to decline services defined by these Juniper Service Plans.

A handheld is defined as a serialized rugged handheld computer manufactured by Juniper consisting of the outer enclosure, all components contained within the outer enclosure (with the exception of the removable battery and any user-removable media or user-removable function cards), and components installed by Juniper on the enclosure. The service plan benefits apply only to the handheld itself and not to accessory items, such as battery packs, user-replaceable media, and function cards; media containing the handheld programs; desktop PC programs; user manual; or any other accessories.

A dock is defined as a serialized rugged interface platform consisting of the outer enclosure, all components contained within the outer enclosure, and components installed by Juniper on the enclosure. The service plan benefits apply only to the dock itself and not to other accessory items, such as battery packs, external power supplies and cables; user-replaceable media and function cards; media containing programs; desktop PC programs; user manual; or any other accessories.

Juniper Complete Care Platinum

During the term of the Juniper Platinum Service Plan (for handheld products only), the following benefits are provided:

• Includes parts and labor as outlined under the product's original standard warranty throughout the term of the Juniper Platinum Service Plan.
• Two business day repair turnaround time. Two business days are defined as 48 hours Monday through Friday (excluding holidays). Limitations include: 1) product(s) must be received at repair center by noon local time and 2) will include up to four handhelds per company per day. For example, if 10 handhelds were received on our receiving dock before noon local time (from the same company and all with two-day expedite service option), Juniper Systems will return all ten handhelds within six business days. When requested by the customer, Juniper Systems will return up to three handhelds per business day. If Juniper cannot meet this two-day turnaround time (as explained above), the customer will be notified with alternative options. Repair turnaround time does not include shipping to and from the repair center. Repair turnaround time begins the day the handheld is received at the repair center (when received by noon local time) and ends the day it is shipped from the repair center.
• Replacement for components that wear out during normal use of the product. Normal use is defined as damage that naturally and inevitably occurs. These components include touchscreen, display backlight, keyboard switch matrix, keyboard overlay, connector modules, and latches. Batteries are excluded from this benefit. Limited to one replacement per component, per device, per year. This benefit does not cover intentional damage caused by use of the handheld outside of the manufacturer’s product specifications.
• Replacement of accidentally damaged parts (excluding accessories). Accidental damage is defined as unintentional damage. When accidents occur, Juniper will fix the handheld or replace it with a device of equal or greater specifications. Limited to one replacement per device, per year. Accidental damage coverage excludes misplaced, stolen, or lost handhelds.
• A 50% discount on all parts replaced that are not covered by the warranty or service plan benefit. Labor will be billed at the standard hourly rate of the participating repair center.
• Data recovery when catastrophic events or damage has occurred. Data recovery is not guaranteed, but all attempts will be made.
• Pre-paid FedEx Overnight return shipping or equivalent value for international delivery after servicing is complete.

The Juniper Service Plan terms outlined above now apply to any specific handhelds that currently have an active previous extended warranty service of a similar name (Platinum), replacing any previous terms. These terms may change without notice. Juniper reserves the right to cancel Juniper Service Plans at any time and will provide a cancellation notice.

How to Purchase

To order or request more information, contact:

Sales: sales@junipersys.com

Service: support@junipersys.com

Telephone: 435-753-1881

Updated – Dec 2024, Jan 2024, Jul 2023, Nov 2022, Jan 2020, Original – Mar 2016