Warranty Policy

1. Our Commitment

Every system that leaves our workshop carries a VORTAN hardware warranty. We stand behind the quality of our builds because we test every configuration to failure on our bench before it reaches yours. The warranty periods below reflect confidence in the components we select and the workmanship we deliver.

Warranty begins on the date of delivery confirmed by your delivery receipt or invoice. No registration is required.

2. Workstations

Tier	Parts warranty	On-site labour	Notes
Entry	12 months	12 months	GPU covered by manufacturer warranty (typically 12 months)
Pro	24 months	24 months	Workstation-class GPUs typically carry 24-month manufacturer warranty. Loaner unit available on request during extended repairs.
Ultra	36 months	36 months	Priority response: on-site diagnosis within 2 business days (Riyadh). Loaner unit provided for any repair exceeding 5 business days.

On-site labour coverage applies within Riyadh. Travel charges apply for sites outside Riyadh; these are agreed in advance.

3. Servers and Clusters

• Parts warranty: 36 months on chassis, motherboard, CPU, memory, and networking components
• On-site labour: 24 months (Riyadh; travel charges apply beyond Riyadh)
• Storage drives: 12-month VORTAN warranty; manufacturer warranty (typically 3–5 years for enterprise-class drives) applies thereafter
• Advance replacement: available for critical server components in active production environments — request at time of order to include in your agreement

4. CCTV and Surveillance Systems

• Camera hardware and NVR units: 24-month warranty on all hardware supplied and installed by VORTAN
• PoE switches and network equipment: 24 months
• Installation labour: 12-month warranty on cabling, mounting hardware, conduit, and connectors
• Firmware and software: updates are provided at no charge for the duration of the hardware warranty period where technically possible

5. What Is Not Covered

The warranty does not apply to damage or failure caused by:

• Physical damage from drops, impacts, crushing, or mishandling after delivery
• Liquid, moisture, or humidity damage
• Power surges, voltage spikes, or inadequate power conditioning (including use without a suitable UPS)
• Modifications, repairs, upgrades, or component replacements carried out by anyone other than VORTAN without prior written consent
• Use of the system in an environment outside the specified operating range (temperature, humidity, dust)
• Software issues unrelated to hardware supplied by VORTAN, including operating system corruption, virus infection, or misconfiguration
• Consumable items: thermal paste, air filters, UPS batteries, fibre transceivers, and similar wear items
• Normal wear and tear on mechanical components (cooling fans, drive heads) beyond their rated service life

6. How to Make a Claim

Email hala@one9t.com with the following:

1. Your order number or invoice reference
2. A description of the fault or failure, including when it started
3. Any error messages, diagnostic outputs, photos, or video that help illustrate the issue

We aim to respond within 1 business day. On-site diagnosis is typically scheduled within 5 business days in Riyadh. Longer lead times may apply for other regions in the Kingdom — we will confirm the timeline in our response.

7. Repair and Return

Where a fault can be resolved remotely or on-site, we will do so. If a component or system needs to return to our workshop for repair or replacement, VORTAN will arrange collection at no charge for in-warranty claims within Saudi Arabia.

Loaner units are available on request for Pro and Ultra workstation tiers while your system is at our facility. Please indicate at the time of your claim if a loaner is required.

Repaired or replaced components carry the remainder of the original warranty period, or 90 days from the date of repair, whichever is longer.

8. Contact

For warranty claims and enquiries:

• Email: hala@one9t.com
• Phone: +966 555 519 642 / +966 592 238 446