Icon Time Systems Technical Support Policy

The following conditions apply to all support calls. If you have a support contract you may be entitled to expanded assistance.

1. Technical Support hours are 7:30am to 4:30pm Mon- Fri Pacific Time excluding major holidays.

2. Clocks receive a one-year hardware warranty. An Icon Time Systems Technical Support Representative must first diagnose the issue before a repair return number is issued for the clock. Clocks determined to have a hardware issue and still within the one-year warranty period will be sent back to Icon Time Systems for repair at the customer's expense. Icon Time Systems will provide the repair and return shipping at no expense to the customer. If the issue occurs within the one-year hardware warranty period but outside of the 30-day free support period and an Icon Time Systems Support contract has not been previously purchased the customer must first purchase a support contract with Icon Time Systems to diagnosis the issue. If after diagnosing the issue the Technical Support Representative agrees the issue is hardware related the support contract becomes null and void and the above one-year return warranty rules apply. A customer may return a clock to Icon Time Systems within the one-year hardware warranty period for repair without purchasing a support contract with the understanding if the issue is not hardware related a $45.00 diagnostic charge and return shipping costs will be charged to the customer. All returns to Icon Time Systems require a repair return number before being shipped.

3. Warranty return freight or over-night Platinum shipping only includes the Continental United States.

4. Toll-Free and outbound telephone Technical Support covers North America only.

5. Icon Time Systems will not provide replacement or loaner clocks to customers who return a clock for warranty repair or upgrade.

6. Technical Support does not include the following:

   • Installation, setup or software training topics covered by the TimeSource manual or articles on our website.

   • TimeSource software versions prior to V7.

   • Purchase of additional software modules or software upgrades will not receive an additional 30-day free support period.

   • A clock added to and existing software and clock setup will not receive an additional 30-day free support period.

   • TimeSource software installation using Microsoft Terminal Services.

   • Hardware or software not provided by Icon Time Systems is not supported. This includes wiring

   • Issues caused by environmental problems affecting the software or hardware.

   • A clock being used on a Wide Area Network (WAN) must be recognized on the WAN and respond to a ping before receiving Technical Support.

7. Icon Time Systems Platinum Support program is effective for one year from the product purchase date. If the Platinum Support is purchased at a later date support is backdated to the original purchase date, and there is a 30-day waiting period before the support can be used. Platinum Support includes telephone support in addition to hardware support for Icon Time Systems manufactured products.

8. Icon Time Systems Gold Support program is effective for one year from the purchase date of the program. Gold Support includes telephone technical support for Icon Time Systems products.