Warranty and Maintenance
The terms covering BrickStor and other RackTop products — standard warranty duration, advance replacement, software support service levels, RMA process, and what to do if a product needs service. For the full legal terms, see the Terms and Conditions PDF below.
Coverage at a glance
BrickStor Products
1 year, parts and labor
- ·1 year from invoice date, plus a 7-day grace period
- ·1 year advance replacement from invoice date
- ·Covers manufacturing defects when the product is properly used and installed
- ·Out-of-maintenance service available for up to 5 years past expiration (parts permitting)
Other RackTop Products
1 year general warranty
- ·1 year parts and labor (unless extended at the time of purchase)
- ·1 year advance replacement from invoice date
- ·Repair option targets a return within 10 working days
- ·Out-of-maintenance service available for up to 3 years past expiration (parts permitting)
What is not covered
The warranty covers manufacturing defects in product as shipped. The following are outside warranty coverage:
- Misuse, accidents, improper installation, or unauthorized repairs
- Physical evidence of damage — additional screw holes, burned chips, broken wires (more than four), or third-party damage
- Expendable components and third-party software
- Experimental or evaluation products
- Server semiconductors and third-party components (CPUs, chipsets)
- Cosmetic items such as stickers and non-essential LEDs
Severity levels and response targets
Software support is available 24 hours a day, 365 days a year by phone and email. Severity is assigned per case based on the impact described below.
| Severity | Definition | Receipt Confirmation | Resolution Start |
|---|---|---|---|
| Critical | Total system failure or data inaccessible — the production environment cannot continue normal operation. | 2 hours | 2 hours (business hours) · 4 hours (outside business hours) |
| Major | Severely impaired functionality. Production continues but with a substantial impact to operations. | 4 hours | 4 hours |
| Minor | Non-critical failure with an available workaround. Limited or no impact on production. | 4 hours | 1 business day |
| Trivial / Enhancement | Cosmetic issues, documentation requests, or feature enhancement requests. | Next business day | No predetermined target |
“Resolution start” is the time at which RackTop begins active work on the case. Resolution time itself depends on case complexity. The complete SLA document is available in the support portal knowledge base.
On-site service and parts logistics
On-Site Service
After phone troubleshooting, a technician can be dispatched if the issue requires on-site work. Customer-replaceable items (drives, power supplies, and similar field- replaceable units) remain the customer's responsibility to install.
Next Business Day Parts
RackTop makes reasonable efforts to ship replacement parts for next-business-day delivery within the United States and Canada. Excludes delays from customs clearance, acts of God, or comparable circumstances outside RackTop's control. After-hours diagnostics may push delivery to the second business day.
How advance replacement works
- ·Replacement units are shipped on a stock-dependent basis. RackTop makes reasonable global efforts to fulfill from available inventory.
- ·Replacement product may be new or refurbished, at RackTop's option.
- ·Defective parts that are not returned to RackTop within 15 business days may be billed to the customer.
- ·Out-of-maintenance service may be available beyond the warranty period — up to 5 years post-expiration for BrickStor products and 3 years for general products, subject to parts availability.
RMA process and product-failure steps
All returns require an RMA number. Follow these steps to request service.
- 1
Obtain an RMA number
Contact RackTop to request a Return Material Authorization. An RMA number is required for every return; shipments received without one will be refused.
- 2
Provide product details
Have product model, serial number, original invoice date and number, and the reason for return ready when you request the RMA.
- 3
Ship within 30 days
RMA numbers are valid for 30 days from issuance. Returns not received within that window are void and must be re-requested.
- 4
Pack and label correctly
Ship freight prepaid. Include a copy of the original invoice and a written description of the problem. Use the original product packaging where required. Print the RMA number clearly on the outside of the box.
- 5
Receive diagnosis and resolution
RackTop diagnoses the unit and either repairs, replaces (with new or refurbished product, at RackTop's discretion), or issues credit per the applicable warranty.
DOA, cancellation, and restocking
DOA notification window
Dead-on-arrival units must be reported to RackTop within 14 days of the invoice date.
Cancellation policy
Orders that have not shipped may be cancelled subject to a 15% cancellation fee. Orders that have shipped cannot be cancelled.
Restocking fee
Returns of non-defective items in brand-new condition within 30 days of the invoice date are subject to a 15% restocking fee.
Software and subscriptions
Software licenses and subscription terms are non-cancellable and non-refundable once issued.
Out-of-maintenance service
Service may be available for up to 5 years past warranty expiration on BrickStor products, and up to 3 years on general products. Subject to parts availability.
Unreturned defective parts
Defective parts replaced under advance replacement must be returned within 15 business days. Parts not returned within that window may be charged to the customer.
Terms and Conditions
The complete RackTop SP Terms and Conditions document is the controlling legal reference for warranty, maintenance, RMA, and product policy questions. The summary on this page is for convenience; in any inconsistency, the PDF governs.
Download Terms and Conditions (PDF)How to reach RackTop
Phone (U.S.)
888-472-2586Phone (International)
+1 443-276-6973Support Email
support@racktopsystems.comSupport Portal
support.racktopsystems.com →Returns should be shipped to: RackTop Systems, Inc., 8170 Maple Lawn Blvd., Suite 180, Fulton, MD 20759 USA — with the RMA number clearly printed on the outside of the box. See the Customer Support page for general support contact information.
Questions about coverage on your specific product?
The support team can confirm warranty status, walk through coverage on a specific serial number, or initiate an RMA. The legal Terms and Conditions PDF has the full controlling language.