Spare Parts Service

This clause shall take effect as of March 1, 2025, Beijing Time​.

1. Scope & Eligibility

  • This clause applies to switches and optical modules sold through Jomplair Official Online Store (http://www.jomplair.com) that are within their warranty period.

  • Customers must provide a valid order number and fault diagnosis report (remotely confirmed by Jomplair's technical team) to initiate service requests.

  • By applying for the service and shipping the faulty part, the Customer agrees to return the complete faulty part to Jomplair China Repair Center.

  • Ownership of the faulty part automatically transfers to Jomplair upon delivery acceptance of the replacement.

  • The product warranty period begins on the day after logistics delivery confirmation. In cases of international shipping delays, the warranty period may be extended upon submission of carrier’s proof.

2. Spare Parts Delivery

  • Upon approval, Jomplair will dispatch replacement parts from China warehouse within 2 business days. Replacements may include new or certified refurbished units.

  • If the original model is discontinued, Jomplair shall provide alternatives with equivalent or superior performance in key metrics including port speed, protocol compatibility, and throughput. The Customer may reject non-functional alternatives and request a pro-rata refund based on the purchase price.

  • The Customer must complete shipment of the returned faulty part by 23:59 GMT+8 on the 15th calendar day after replacement delivery confirmation, with a verifiable tracking number. The actual receipt date at China Service Center is not subject to this deadline, but cases exceeding 30 days in transit require reactivation.

  • Jomplair exclusively accepts digitally timestamped logistics documentation; handwritten shipment dates will be deemed invalid.

  • Overdue status shall be determined by the carrier's system-recorded pickup time exceeding the deadline, triggering the following fees:

​Overdue Period ​Charge Rate
16-30 calendar days
50% of the official website list price
>30 calendar days
80% of the official website list price

3. Liabilities & Risks

  • Shipping risk for replacements shall be borne by Jomplair, while risk and freight costs for return shipments are the Customer’s responsibility.

  • If the Customer cannot return faulty parts due to data security concerns, they may choose either:

    • Pay a data destruction service fee (10% of the device's residual value)* for on-site destruction by a Jomplair-certified institution with proof issued;
  •  
    • Purchase a new replacement unit with waived shipping fees, while retaining ownership of the faulty part.

  • Delays caused by force majeure (e.g., customs inspections, strikes) may qualify for overdue fee waivers upon submission of carrier-issued proof.

  • Claims involving non-traceable logistics channels will not be honored.

4. Service Levels

  • Standard Service: Support available Mon-Fri 9:00-18:00 (GMT+8), replacements shipped within 2 business days.

  • Expedited Service (Additional Fee) : 24-hour response for major Southeast Asian cities (Singapore/Kuala Lumpur/Ho Chi Minh City, etc.). Next-business-day dispatch for other regions.

  • Service Level Binding
Malfunction Level ​Definition Response Time Evidence Required
P1
Complete Outage
4-hour Remote Diagnosis
Network Topology + Device Logs
P2
Performance ≥50% loss
8-hour Remote Diagnosis
Traffic Monitor Proof
P3
Limited functionality
24-hour Remote Diagnosis
Malfunction Description
  • Expedited Fee : 100 Dollars

5. Termination & Dispute

  • If requests for the same device exceed 3 times annually, or total requests exceed 150% of purchased quantities. Jomplair may require operational environment reports (temperature/voltage logs) and device deployment photos.

  • Disputes shall be arbitrated under SIAC rules.

  • India/Indonesia customers must agree to local government audits. India/Indonesia customers shall cooperate with local government audits limited to tax and import/export compliance checks, without disclosure of trade secrets unrelated to the dispute.

  • SIAC arbitration rulings shall prevail over local administrative procedures during disputes.

6. Service Credits

  • If Jomplair fails to ship replacements or complete diagnosis within committed timelines, the Customer may claim service credits of delay days × daily service fee (0.1% of contract value), capped at 5% of total contract value.

7. Clause Updates

  • Clause revisions will be announced on the official website and emailed to customers, effective 30 days after announcement. Customers may negotiate to retain original terms or terminate service if objections are submitted in writing prior to the effective date.