Tektronix Service Plans: Terms and Conditions
These Tektronix Terms and Conditions for Service Plans ("Service Plan Terms") are inclusive of the Tektronix Worldwide Terms and Conditions of Service. These Service Plan Terms define the rights, duties, and obligations of Tektronix and the Customer regarding Tek Factory Service Plans ("Plans"). In case of conflict, the Tektronix Service Plan Terms and Conditions take precedence.
THIS IS NOT A CONTRACT OF INSURANCE
1. How to Obtain Service
- Customer may visit www.tektronix.com/repair and click "Submit Request" to pre-book a Service request or contact the nearest Designated Service Center.
- Customers in the USA can call Tektronix at 1-800-833-9200 and press "2". A representative will arrange for Service and provide a Return Material Authorization ("RMA") and shipping directions.
- Customer is responsible for all aspects of shipping the Equipment to Tektronix. Tektronix is not liable for any costs, loss, or damage occurring during shipping.
2. Service Overview
- Upon receipt of covered Equipment, Tektronix will attempt to replicate the fault to assess Repair. Tektronix, at its sole discretion, will Repair or replace the Equipment using authorized Tektronix parts and in accordance with Specifications. This Plan covers labor and Repair or replacement of parts.
- If Repair is not economically or commercially feasible, or the Equipment is no longer in production, Tektronix may, at its sole discretion, replace the Customer's Equipment with one of like Specifications.
- At Customer's option, repairs determined to be outside the scope of this Plan will be separately quoted, or the Equipment will be returned to Customer at Customer's cost.
3. Term
Initial coverage under this Plan is calculated from the Customer's original purchase date of the applicable Equipment and extends for the period shown on the applicable quotation, acknowledgement, or Service Agreement ("Term").
4. What is Covered
The following services are included in the Plans, with exclusions listed in Section 5:
a. Tek Calibration Plan
- Priority return shipping to the Customer.
- Annual accreditation, certification, or calibration as provided on Order Document(s). (Annual Calibration not utilized within the Term year is forfeit).
- Instrument adjustments for out-of-tolerance calibration to Equipment Specifications (except if due to a cause or event listed in Section 5).
- On-scope firmware and software updates.
- Full routine preventative maintenance checkpoints.
- Cosmetic repairs and standard cleaning process.
b. Tek Care Plan and Keithley Care Plan
- Priority return shipping to the Customer.
- Case management by a single point of contact for status inquiries, resolution tracking, and issue escalation.
- Repair or replacement, at Tektronix's sole discretion, for reasonable wear, tear, or damage associated with the Equipment's expected and intended use, including damage or failure to connectors, screens, knobs, keypads, adaptors, buttons, and plastics (excluding cosmetic or paint blemishes), as well as damage caused by mechanical shock (e.g., accidentally dropping Equipment).
- Replacement of damaged styluses, battery door covers, screen protectors, hand straps, or clips included with the Equipment.
- Preventative maintenance. (Note: Preventative maintenance does not include Calibration unless it is a necessary part of a Repair covered by this Plan).
- Repaired Equipment will undergo a functional test before being cleaned, packaged, and returned to the Customer.
c. Tektronix Total Protection Plan
Covers Services listed under Tek Care Plan, plus:
- Priority on-bench Service.
- Coverage from user-caused Electrical Over Stress ("EOS") and Electrostatic Damage ("ESD"), not to exceed 2 repairs per Equipment per year.
- Coverage from accidental damage.
- Coverage from normal wear and tear.
- For Total Protection Plans sold with DPO 714AX, includes an annual Calibration Plan for the Plan Term and a shipping case HC7. (Annual Calibration not utilized within the Term year is forfeit).
d. Tektronix Gold Care Plan
Covers Services listed under Tek Care Plan, plus:
- Priority on-bench Service.
- Coverage from user-caused Electrical Over Stress ("EOS") and Electrostatic Damage ("ESD"), not to exceed 2 repairs per Equipment per year.
- Loaner equipment for Customer use while equipment is being serviced. All Loaned Equipment is subject to Tektronix Terms and Conditions for Loaned Equipment.
5. What is Not Covered; Exclusions
The following conditions, loss, and damage are excluded from coverage by Plans:
- Any Equipment with an altered, missing, or unverifiable serial number.
- Any Equipment outside the country of original purchase, unless expressly authorized in writing by Tektronix. (The European Union is considered one country for this purpose).
- Damage caused by fire, theft, flood, chronic abuse, vandalism, chronic negligence, acts of God, acts of terrorism or war, civil unrest, earthquake, explosion, or other damage typically covered by insurance.
- Damage from causes inconsistent with the Equipment's design or intended use.
- Damage caused by repairs made by anyone other than Tektronix or its authorized service providers.
- Repair and replacement after the Plan's expiration.
- Software reinstallation, unless the Repair requires a factory reset or software install to the latest factory version, and this is not excluded within the Plan's terms.
- Probes, kits, or standard accessories accompanying the instrument.
- Components, parts, or accessories that can no longer be acquired on a commercially reasonable basis, as determined by Tektronix.
- Calibrations, unless required as part of a covered Repair or a separate Calibration Plan.
- Damage caused by any type of shipping activity.
- Damage caused by environmental or other factors beyond the Equipment's Specifications, including improper storage, moisture, wind, dust, shock, pressure, unauthorized reconfigurations, temperature, or over-voltage ratings.
- Any damage or failure not reported to Tektronix prior to the Plan's expiration.
- Loss of use of the Equipment due to any delay in rendering Service, or any damages related to such loss of use.
6. Cancellation & Refund
THIS PLAN CANNOT BE CANCELED BY CUSTOMER. ALL AMOUNTS PAID ARE NONREFUNDABLE.
Tektronix reserves the right to cancel this Plan at any time without prior written notice for the following reasons:
- Fraud or negligent misrepresentation by Customer.
- Intentional damage or damage caused by willful misconduct by Customer.
- Customer's chronic negligence or abuse of a covered Equipment.
- Repairs made to the Equipment by anyone other than Tektronix or its authorized service providers.
7. Renewal
Neither party is obligated to renew this Plan. Prices, terms, conditions, and limitations may change upon renewal. Customer agrees that Customer may be contacted regarding renewal.
8. Customer Promises and Assurances
Customer is responsible for the following:
- All calibrations, repairs, or services not covered by this Plan.
- Providing technical descriptions of any failures to aid in diagnostics and troubleshooting.
- Providing timely responses to any reasonable requests from Tektronix related to this Plan.
- Implementing and following processes and safeguards necessary to store, preserve, restore, and protect Customer's data.
Tektronix is under no obligation to backup or restore any Customer data and will not be liable for any degradation, loss, or corruption of any data.
Rev. 5.22.2025
