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--- beyond:lic_faq [2021/04/27 16:47]
Bob Varkevisser [Best practices based on company size:]
+++ beyond:lic_faq [2024/02/05 19:53] (current)
Bob Varkevisser
@@ Line 39: / Line 39: @@
       - If you know which equipment you will bring for your show, you can get all the equipment out and connected to the PC(s) you will be using and register at your shop, this will ensure you wont need internet on the show site.
   - Large laser company, 40+ Lasers 10+ PC Stations
-      - In this case you may have way to many combinations of PCs, and control hardware to get it all together at once to do, and you may be adding, replacing hardware, pcs all the time.
+      - In this case you may have way to many combinations of PCs, and control hardware to get it all together at once to do, and you may be adding, replacing hardware, PCs all the time.
       - It is recommended to ship with a pack of hardware a way to connect to the internet (any way described above) Likely a global hotspot, and a separate pc device to do email registration.
       - Use company-based registration. We have a system of company-based registration, where once you register, you can send all that info to the server, then download that info on any computer in your fleet. This will require fairly large file sizes, but will collectively register all hardware in your fleet, and share that data with all your pc’s.
@@ Line 53: / Line 53: @@
   - This hardware is counterfeit and will never work again, if you bought this hardware in good faith, contact [[mailto:support@pangolin.com|support@pangolin.com]] with the info about where you bought it, when, and we will ask you to send the hardware in, and we will work with you to get you genuine pangolin hardware.
   - The hardware was marked as stolen. If you bought this hardware in good faith, contact [[mailto:support@pangolin.com|support@pangolin.com]] with details about how you acquired this hardware, we will work with you to return this to its proper owner, and get you into a new piece of pangolin hardware.
       - Similarly, if your hardware is stolen and you have an official police report and the serial number of the hardware, we can mark it as stolen so if it is ever used again, we can refuse it to work, and hopefully recover and return to the owner.
+===== Repair / Replacement =====
+If the originally licensed hardware breaks, and we are not able to repair it, we will offer a replacement hardware device, and move the original license over to the new replacement device. There is no charge for the movement of the license, outside the cost of the replacement hardware.
+  * If we do not have replacement hardware of the same type, we will offer a replacement piece of hardware of the closest option. Then, the same process above applies.
+  * Note, the exchange of a license may be denied, if Pangolin determines that the policy has been abused, or if hardware has been purposely damaged.
+==== Discontinued hardware ====
+  * If the originally licensed hardware that is broken - is no longer supported (such as a QM2000), we will offer you the ability to move the license to a replacement piece of hardware of the closest option, or allow you to choose an account based license, and the cost for this migration is 70% of the original license cost.
+==== Repair Process ====
+All repairs for pangolin products are managed using our RMA form, which can be found here:
+[[https://pangolin.com/pages/contact-us]]
+If you are sending hardware in that has a license tied to it… Be sure to mention that a license is bound to that hardware during your RMA form submission, and in communication with any Pangolin team members. This repair request will then be sent to our support and repair teams to match you to the correct support center, to conduct a repair from. The agent will then request the hardware to be sent in to diagnose. Shipping to and from the repair center is at the cost of customer. After diagnosis, agent will quote the repair or replacement device, and moving of license will be included in that price as a free service – under those scenarios. The repair center will then provide you with your hardware back and license information.
+==== Can I move my hardware based license? ====
+Unfortunately, this is not possible. Once a license is generated for a given hardware device, it is permanently tied to that device, for the lifetime of the hardware’s use. If the hardware breaks, and we are unable to repair it, the process noted above, applies. If you need more flexibility in regard to the movement of a license, you may consider an account based license in the future.
+==== My hardware was stolen, can I move my license? ====
+Unfortunately, this is not possible. We recommend that you obtain proper liability insurance for your equipment that also covers theft.
 ===== Further questions or concerns =====

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