1-Year Parts & Labor Warranty
HDSS provides a one (1) year warranty on parts and labor for equipment we supply and professionally install.

• If a product fails due to a manufacturer defect within the first year, HDSS will replace the part and perform the labor at no cost.

• Some products may include a manufacturer warranty longer than one year. In those cases:

  • The replacement part may be covered by the manufacturer

  • Labor to remove and replace the part is not covered after the first year

What Is NOT Covered Under Warranty

The HDSS warranty does not cover issues caused by:

• Acts of God (lightning, floods, storms, power surges, fire)

• Customer negligence, misuse, or intentional damage

• Equipment that is out of warranty

• Non-HDSS equipment or third-party devices

• Network or internet-related issues

• Corrosion, moisture intrusion, contamination, or environmental damage

• Repositioning or relocation of devices
   

The warranty also does not cover operator-related issues, including but not limited to:

• Retraining requests

• Device lockouts or password resets

• Saving/exporting video footage

• Mobile app, computer software, router, modem, gateway, or Wi-Fi configuration issues

 
Warranty Call vs. Service Call (Important)
Understanding the difference helps avoid unnecessary charges.
A Warranty Call Applies When:

• A camera, recorder, access control device, or alarm fails due to a confirmed hardware defect

• There is no video feed or device link, and all basic troubleshooting has already been completed

• HDSS confirms the issue is not caused by power, internet, or user changes
   

A Service Call Applies When:

• Internet service is offline

• Modem, recorder, PoE switch, or wireless bridge is unplugged or powered off

• Internet provider or Wi-Fi credentials were changed

• Network equipment was moved or replaced

• The issue is caused by configuration, training, or operator error

If a technician is dispatched for a suspected warranty issue and it is determined to be operator error or a non-warranty issue, the visit will be billed as a service call.
Service Call Fees

• Flat-rate trip fee: $150.00

• Hourly rate: $75.00 per hour after the first two (2) hours

Required Troubleshooting Before Scheduling a Warranty Visit
Before requesting a warranty visit, customers must:

1. Confirm the internet is online

2. Verify the recorder, modem, router, PoE switch, and wireless bridges are powered on

3. Ensure no recent internet provider or network changes were made
    

If you are unsure whether the issue is hardware-related, we strongly recommend opening a support ticket first.

Support Tickets & Remote Troubleshooting
If a problem occurs:

• Submit a trouble ticket

• Review available support documents

• If no documentation applies, HDSS will provide troubleshooting steps

• We may request photos or short videos to assist remotely
   

Many issues are resolved without an onsite visit.

Lightning, Power Surge, or Unknown Damage
If lightning, a power surge, or an unknown event caused the system to fail:

• A service call fee will apply

• The customer is responsible for equipment replacement and labor
   

If the cause is unclear and the customer agrees to wait:

• HDSS will remove the equipment and submit it to the manufacturer for evaluation
   

Manufacturer Determination Outcomes:

• Act of God confirmed:
  Customer pays for replacement equipment and labor

• Manufacturer defect confirmed:
  Replacement is provided at no additional cost

• Temporary replacement requested:
  Customer pays for the replacement and labor upfront
  If the manufacturer confirms a defect, HDSS will refund the replacement cost
   

If the manufacturer determines the issue is not warranty-related, the customer will be notified and no further action will be taken.

Our Commitment
HDSS is committed to transparency, fair service practices, and long-term system reliability. This policy ensures:

• Faster resolution

• Clear expectations

• Reduced downtime

• Protection for both the customer and HDSS
   

If you have questions about coverage or need assistance, please contact our support team or submit a trouble ticket.