Polaris coverage
For Polaris Pro and Polaris Essentials: Full warranty while on active subscription; on a perpetual license it is capped at seven years.
Your purchase model determines the warranty period. The terms below are drawn from the Mersive end user license agreement, which also sets out the applicable limitations of liability and other contract terms.
Request warranty support
Email support@mersive.com with your product, serial number and a description of the issue. For return authorization, contact RMASupport@mersive.com. Obtain an RMA number before sending a product back.
Warranty terms and remedies
7.2 Mersive Functional Warranty. Mersive warrants that all Products and Physical Media shall conform materially to the applicable user documentation published by Mersive during the applicable warranty period (the “Limited Warranty”). For Polaris Pro and Polaris Essentials: Full warranty while on active subscription; on a perpetual license it is capped at seven years. For other Products and Physical Media, the warranty period is three (3) years following delivery to the Client, unless a longer period is set forth in the applicable Order Form.
As Mersive’s sole liability and Client’s sole and exclusive remedy for any breach of the Limited Warranty, Mersive shall re-perform any defective Products and/or Physical Media at no additional cost and use reasonable efforts to remediate any material non-conformities in the Products or Physical Media within a reasonable time period.
Notwithstanding the foregoing, Mersive shall not be responsible for any breach of the Limited Warranty, or any other defects or non-conformities, to the extent arising from (i) Client’s misuse of Products and/or Physical Media or breach of this Agreement, (ii) any modification of Products and/or Physical Media by a person other than Mersive or its authorized subcontractors, (iii) Client’s failure to maintain minimum technology standards for use of the Products and Physical Media as specified by Mersive from time to time, (iv) the Client Materials or Client’s systems, hardware, televisions, devices, applications, or websites, (v) an event of Force Majeure as provided in Section 11.10 (Force Majeure) below, (vi) Mersive’s failure to provide a suitable installation or operating environment for the Products or Physical Media, (vii) use of the Products and Physical Media on or caused by software, firmware, computer systems, data, technology or a hardware platform not approved by Mersive in writing, or (viii) any telecommunications medium used by Client.
Warranty disclaimers
7.4.1 EXCEPT FOR THE EXPRESS WARRANTIES MADE HEREIN, THE PRODUCTS AND PHYSICAL MEDIA ARE PROVIDED “AS IS,” AND MERSIVE MAKES AND CLIENT RECEIVES NO OTHER EXPRESS OR IMPLIED WARRANTIES OF ANY KIND, AND MERSIVE SPECIFICALLY DISCLAIMS AND EXCLUDES ALL OTHER REPRESENTATIONS OR WARRANTIES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, FREEDOM FROM VIRUSES OR OTHER HARMFUL CODE, SECURITY, OR UNINTERRUPTED OR ERROR-FREE OPERATION; ANY IMPLIED WARRANTY ARISING FROM COURSE OF PERFORMANCE, COURSE OF DEALING, OR USAGE OF TRADE; OR STATUTORY REMEDY.
7.4.2 MERSIVE SHALL HAVE NO LIABILITY WHATSOEVER ARISING FROM ANY THIRD-PARTY SYSTEMS, HARDWARE, DEVICES, APPLICATIONS, WEBSITES, OR COMPONENTS.
7.4.3 NO REPRESENTATION OR OTHER AFFIRMATION OF FACT INCLUDING, BUT NOT LIMITED TO, STATEMENTS REGARDING SUITABILITY FOR USE, SHALL BE DEEMED TO BE A WARRANTY BY MERSIVE OR ANY OF ITS AFFILIATES OR THIRD-PARTY SUPPLIERS.
7.4.4 MERSIVE DOES NOT WARRANT THAT THE PRODUCTS AND/OR PHYSICAL MEDIA ARE ERROR-FREE, WILL OPERATE WITHOUT INTERRUPTION, THAT ANY PRODUCTS AND/OR PHYSICAL MEDIA WILL CONTINUE TO BE MADE AVAILABLE, THAT DEFECTS IN THE PRODUCTS OR PHYSICAL MEDIA WILL BE CORRECTED, OR THAT THE PRODUCTS OR PHYSICAL MEDIA WILL BE COMPATIBLE OR WORK WITH ANY THIRD PARTY SOFTWARE, SYSTEMS, HARDWARE, TELEVISIONS, DEVICES, APPLICATIONS, WEBSITES OR THIRD PARTY SERVICES. INSTALLATION OF PRODUCTS OR PHYSICAL MEDIA MAY AFFECT THE USABILITY OF THIRD PARTY SOFTWARE, SYSTEMS, HARDWARE, TELEVISIONS, DEVICES, APPLICATIONS, WEBSITES, OR THIRD PARTY SERVICES.
Solstice and other products
For products other than Polaris Pro and Polaris Essentials, see the coverage in section 7.2 of the EULA and any longer period in your order form. The Solstice returns policy describes the process for eligible returns.