All terms herein are subject to the definitions below. Please refer to the XleratedPC Warranty that is included with every system order for more general information.

Plan Options and Pricing

Tier-1:   $79.00
Tier-2:   $149.00

Terms in Brief

Standard product warranty is included with all purchases.
Email Support: Tier-1: One Year; Tier-2: Two Years.
Phone Support: Tier-1: 90 Days; Tier-2: 180 Days.
Upgrade Email Notifications and Directions: All plans: Two Years.
Mail-in Diagnostic and Original State Restore: Tier-1: Once in One Year; Tier-2: Twice in Two Years.
Upgrade Assistance Package: Tier-1: One Year; Tier-2: Two Years.

Definitions

Email Support
Email Support for the XleratedPC Extended Service and Support Plan consists of direct email access to XleratedPC technicians. The people who design our products, build your computers and hand configure them answer your emails personally. Unless administrative or quality assurance purposes render it imperative, no technically naïve middlemen intervene in the users' correspondence with Email Support.

The XleratedPC Extended Service and Support Plan entitles plan members up to two years (see options and terms above) of email support from the date of the qualifying hardware purchase, concerning issues regarding the hardware, hardware drivers, and operating system, purchased from XleratedPC and explicitly covered by the plan. Limited email support for certain pre-installed software titles, such as virus-scan software, bundled or purchased and installed by XleratedPC on your system is included. Please contact XleratedPC sales directly to obtain further information about the limited email software support.

XleratedPC Email Support makes their best effort to answer quarries the same day during extended business hours (8:00 a.m. to 7:00 p.m., Pacific Time, Monday - Friday). Please contact support@xleratedpc.com with your username and password to access XleratedPC's Extended Email Support.

Phone Support
Phone Support for the XleratedPC Extended Service and Support Plan consists of dial-in phone access to XleratedPC technicians.

The XleratedPC Extended Service and Support Plan entitles plan members up to one hundred eighty days (180) from the date of the qualifying hardware purchase, of dial-in telephone support concerning issues regarding the hardware, hardware drivers and operating system purchased from XleratedPC and explicitly covered by the plan. Limited phone support for certain pre-installed software titles, such as virus-scan software, bundled or purchased and installed by XleratedPC on your system is included. Please contact XleratedPC sales directly to obtain further information about the limited phone software support.

XleratedPC technicians are generally available to answer plan member's support questions during regular business hours (9:00 a.m. to 4:00 p.m., Pacific Time, Monday - Friday). Please contact 1-213-233-3594 with your email and invoice available to access XleratedPC's Extended Phone Support.

Upgrade Notifications and Directions
Email Upgrade Notifications and Directions are sent to all plan members for two years as they arise. As Windows® patches and service packs, and new drivers for the original hardware components contained in your XleratedPC qualifying purchase become available, you will be notified of their availability. Furthermore, you will be advised by our support staff as to their suitability for your system. If there are potential conflicts with items in your system, you will be alerted and advised accordingly. Detailed instructions are included on how to download and safely install these patches, service packs and drivers. The email address you provide to XleratedPC Service and Support is guarded with confidentially. Please refer to the XleratedPC Privacy Policy.

Diagnostic and System Restore Service
The XleratedPC Extended Service and Support Plan entitles plan members up to two full restorations of the original state of the operating system as it shipped with the computer. If customer hardware and/or software installations have rendered the operating system unacceptably unstable, this system restore service may be the solution for returning to stable operation. The XleratedPC System Restore Service uses the unique disk image captured from your computer prior to its shipping upon its final configuration by our technicians. This requires the plan member to insure-ship, at their own expense, the system to XleratedPC. XleratedPC will restore and reconfigure the original operating system covered by the plan to its initial, factory-installed state. Though our technicians will try their best to resolve issues arising from hardware components installed after shipment of the original system, no guarantee of resolution is offered for said after-market items. If a resolution of after-market hardware item conflicts cannot be made by XleratedPC, those items will be un-installed, and returned along with the restored system.

Please note that the System Restore Service involves wiping your hard drive of data. Consequently, it should be considered as a serious solution to serious stability issues, and not as a regular maintenance procedure. Though customer data must be backed up by the end-user, XleratedPC will attempt, at the plan member's request, to back up contents of "Desktop" and "My Documents" and make best effort to save emails and internet settings for Internet Explorer / Outlook / Outlook Express / Mozilla, if possible, and attempt to restore said data, depending on the condition of the system. Return shipping to plan members is complementary.

Upgrade Assistance Package
The XleratedPC Extended Service and Support Plan entitles plan members to up to two years of hardware upgrade assistance support. Under this plan the plan member may pay to upgrade any portion of their qualifying XleratedPC system and receive free installation, limited reconfiguration and return shipping of the computer to the plan member. Though the plan member must pay for the parts to be installed and purchase them from XleratedPC, XleratedPC makes every effort to sell upgrade parts and components at reasonable market prices. If the system is presented to XleratedPC with after-market hardware and/or software additions, no guarantee of conflict resolution is offered for upgraded parts, though XleratedPC will make a best effort to resolve any such conflicts. The specific parts available for inclusion in the Upgrade Assistance Package for your system are available from XleratedPC by request.

Standard Limited Warranty
Each tier of XleratedPC's Extended Service and Support Plan includes the XleratedPC standard limited warranty. This warranty is viewable at http://www.xleratedpc.com/docs/return.html and does not increase with the tiers of the XleratedPC Service and Support Plans for Game Computers. No other warranty is implied or expressed.

Turn around time
XleratedPC will place expedited attention on all merchandise returned to XleratedPC for system restore and upgrade work. Turn around time is determined by numerous factors including the availability of parts, and usually falls within 10 business of receipt of product.

Procedures
To utilize the email and phone support services included with this Extended Service and Support plan, members are to contact XleratedPC at support@xleratedpc.com and 1-213-233-3594 with the Extended Service and Support Plan number as well as your email. Your XleratedPC service and support technician will request this information.

Product return service to XleratePC under the System Restore and Upgrade programs requires obtaining an Extended Service and Support RMA from the XleratedPC online RMA service page. Further instructions for the return process will be given there. Under no circumstance will a return shipment to XleratedPC of equipment be accepted without an approved RMA number.