Overview

At Concurrent, high-reliability is a top priority in the design of every product we develop, and you can depend on our products to meet and exceed your expectations. Please select by product line to view specific warranty information

Real-Time Linux Software and Systems Support

Concurrent offers a wide range of economical customer services including return-to-factory warranty and rapid response on-site support. For the most demanding system availability needs, customers can choose on-call service with 24-hour, 7-day-a-week coverage. All warranty and service options offer toll-free number support. Toll Free: 800-245-6453 or 954-973-5408

Our software support hotline is staffed by highly trained and experienced support engineers who can provide quick responses to your questions. Concurrent maintains a call-tracking system to record support requests and to ensure customers receive timely and thorough answers.

Concurrent develops its own operating system software, compilers and tools - so our support engineers have ready access to development engineers for consultation.

Concurrent warranty features include:

Hardware Warranty

90-days Return-To-Factory (RTF)

Extended options available up to four years

Repair or replacement within 30 working days

Hardware Support Services

Hardware maintenance agreements

Field installation and relocation services

Custom consultation

Per-call and resident maintenance services

Migration assistance

Comprehensive logistics support

Multi-vendor maintenance

Partnership support programs

Concurrent technical personnel are strategically located throughout the world to provide quality service where and when you need it.

Software Support Services

Telephone advisory support

Product improvements

New releases

Patches to supported products

Return-To-Factory repair service provides for the repair or replacement (at Concurrent’s option) of defective equipment. Turnaround time is typically 30-45 days after receipt of the defective equipment. Customers are responsible for inbound shipping charges. International customers are responsible for all charges associated with shipping, customs clearance, and other related charges outside the United States. Concurrent will provide shipping to the Customer’s designated Freight Forwarder within the United States. To obtain a Return-Material-Authorization number (RMA#), contact the Concurrent Repair Center at 800-732-4100 or (954) 973-5154. Our regular business hours are from Monday through Friday, 8 am to 6 pm ET. Please provide your Site ID# or Video Server serial number when contacting us. You can also contact us through email at RepairService@ccur.com, or by fax at 954-973-5093.

On-Demand Products

Standard Product Warranty

Thank you for selecting Concurrent as your VOD solutions provider. At Concurrent, high-reliability is a top priority in the design of every product we develop, and you can depend on our products to meet and exceed your expectations. Concurrent warrants its products for a period of one (1) year form date of shipment to the Purchaser. The description of standard product warranty is provided below.

All Concurrent products include one (1) year return-to-factory repair service, and 24x7 technical phone support.

Return-To-Factory repair service provides for the repair or replacement (at Concurrent’s option) of defective equipment. Turnaround time is typically 30-45 days after receipt of the defective equipment. Customers are responsible for inbound shipping charges. International customers are responsible for all charges associated with shipping, customs clearance, and other related charges outside the United States. Concurrent will provide shipping to the Customer’s designated Freight Forwarder within the United States. To obtain a Return-Material-Authorization number (RMA#), contact the Concurrent Repair Center at 800-732-4100 or (954) 973-5154. Our regular business hours are from Monday through Friday, 8 am to 6 pm ET. Please provide your Site ID# or Video Server serial number when contacting us. You can also contact us through email at RepairService@ccur.com, or by fax at 954-973-5093.

Technical Phone Support provides access to our Call Center 24x7. The Call Center will assist you in the installation, configuration, and operation of our products, along with assistance in troubleshooting software related problems, and identifying hardware failures to the replaceable assembly level. Software patches, that are necessary to insure the proper operation of Concurrent products, are included with this service. Software related problems may require VPN or Telnet access to the video server.

A Concurrent product that fails to perform as documented, and which is determined by Concurrent to be unusable, will be supported in the most expeditious manner possible, to include as necessary, onsite technical assistance at Concurrent’s expense.

To contact Technical Support, call 678-258-4010 or toll free 1-866-978-7363. Please provide your Site ID# or Video Server serial number when calling for support.

VOD PRODUCTS - STANDARD WARRANTY/INFRINGEMENT INDEMNITY

• 1.0 Concurrent warrants that the Equipment shall be fully functional and free from defects in material and workmanship, and shall materially conform to its functional specification, for a period of one (1) year from the date the equipment is shipped to the Purchaser. The foregoing warranty shall not apply unless the VOD Products are operated in accordance with Concurrent’s documentation furnished with the VOD Products. Concurrent’s obligation under such warranty is limited, at its option, to the repair or replacement of the Equipment or components or parts thereof which do not comply with such warranty. Such repair or replacement shall be made at Concurrent’s designated plant or repair facility, and shall be at Concurrent’s expense; provided, however, that all transportation and inspection charges covering any such returned Equipment or component or part that proves not to be defective in accordance with the terms of such warranty shall be paid by Purchaser. No Equipment shall be returned to Concurrent until Purchaser receives written instructions regarding return procedures. This warranty shall not extend to any labor charges for physical removal and/or replacement of defective Equipment or components or parts thereof.
• 1.1 Concurrent warrants that the Software furnished hereunder shall perform in material conformance with its published specifications for a period of one (1) year from the date the software is shipped to the Purchaser. In the event of any failure to so perform, Concurrent shall, at the request of Purchaser, use reasonable commercial efforts to repair or circumvent any defect affecting such performance; provided that such reparation or circumvention shall be Purchaser’s sole remedy for any such failure of the Software to perform in accordance with the warranty in this Section 1.1. It is understood that Concurrent does not warrant that the Software will be error-free.
• 1.2 Notwithstanding anything herein to the contrary, VOD Products that are not manufactured or developed by Concurrent, but are supplied or sublicensed by Concurrent, and which are wholly or partially integrated into a system are warranted only to the extent, and subject to the terms, of the original warranty given by the manufacturer of such VOD Products to Concurrent. Purchaser shall give prompt written notice to Concurrent of any defect or failure of such VOD Products and provide proof thereof.
• 1.3 The warranties set forth in this Agreement shall not apply to VOD Products requiring adjustments, correction, repair or replacement, or increase in service time, caused by:
  • a. electrical work external to the VOD Products, or the attachment or use of accessories or other devices, including networking devices, not furnished, approved or recommended by Concurrent; or failure to properly maintain the same;
  • b. accident, transportation, neglect or misuse;
  • c. alterations, including, but not limited to, any deviation from circuit or network designs or structural equipment recommended by Concurrent, installation or removal of Product features not recommended by Concurrent, and all other modifications not recommended by Concurrent, which are performed by any person other than those authorized by Concurrent;
  • d. failure to provide and maintain a suitable installation environment with all facilities specified by Concurrent (including, but not limited to, failure of, or failure to provide, adequate electrical power, air-conditioning, humidity control) or from use of supplies or materials not meeting Concurrent’s specifications;
  • e. repair or replacement of consumable supplies or parts which have reached the end of their useful life; or
  • f. the use of a Product for other than the purposes for which it is designed.
• 1.4 CONCURRENT MAKES NO REPRESENTATION OR WARRANTY OTHER THAN THOSE SET FORTH IN THIS AGREEMENT. THE WARRANTIES SET FORTH IN THIS AGREEMENT ARE EXPRESSLY MADE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
• 1.5 Concurrent shall, at its expense, defend, indemnify and hold Purchaser harmless from and against any claim of infringement of any United States patents or copyrights by any VOD Products manufactured or developed by Concurrent, provided that (i) Concurrent is promptly informed in writing of such claim and furnished a copy of each communication, notice or other action relating to the alleged infringement, (ii) Concurrent shall have control over the defense and negotiations for a settlement or compromise, (iii) Concurrent is given all reasonable authority, information and assistance from Cox necessary to defend or settle such suit or proceeding (at Concurrent’s expense), and (iv) Cox incurs no obligation or liability without the prior written consent of Concurrent. The foregoing obligation of Concurrent does not apply to VOD Products or portions or components thereof (a) which are modified by persons or entities other than Concurrent (or persons or entities employed or contracted by Concurrent) if the alleged infringement relates to such modification unless such modification was recommended or approved by Concurrent or (b) combined with other products, processes or materials not supplied or recommended by Concurrent where the alleged infringement relates to such combination. If any claim that Concurrent is obligated to defend has occurred or, in Concurrent’s opinion, is likely to occur, Concurrent may, at its option, either (i) procure for Cox the right to continue to use the applicable VOD Product or (ii) replace or modify the VOD Product so it becomes non-infringing.

2.0 LIMITATION OF LIABILITY

Except for Concurrent’s obligations under Section 1.5 above, and except for personal injury or tangible property damage caused by the gross negligence or willful misconduct of Concurrent in the performance of services hereunder, Concurrent’s liability in contract, tort or otherwise arising out of or in connection with the performance of any Product, shall not exceed the purchase price or license fee paid by Cox with respect to such Product that is the subject of the claim.

IN NO EVENT SHALL CONCURRENT OR ITS DEVELOPERS OR AFFILIATES OR THEIR RESPECTIVE DIRECTORS, OFFICERS, EMPLOYEES, AGENTS OR REPRESENTATIVES BE LIABLE FOR SPECIAL, INDIRECT, EXEMPLARY, INCIDENTAL, MULTIPLE, CONSEQUENTIAL, OR TORT DAMAGES (INCLUDING ANY DAMAGES RESULTING FROM LOSS OF USE, LOSS OF DATA, LOSS OF PROFITS, LOSS OF SAVINGS, LOSS OF BUSINESS OR OTHER ECONOMIC LOSS) ARISING OUT OF OR IN CONNECTION WITH THE PERFORMANCE OF ANY PRODUCT, COX’S INABILITY TO USE SUCH PRODUCT OR CONCURRENT’S PERFORMANCE OF SERVICES HEREUNDER, EVEN IF CONCURRENT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.