Service

The Service department offers the following:

Request RA
Contact Telog at support@telog.com or phone: 585.742.3000 to obtain an RA (Return Authorization) Number prior to returning any equipment for service. When emailing, please include the following:

  • Your name/company name/phone number/email
  • Type of recorder(s)/unit(s)
  • S/N for each unit being sent in
  • Problems being seen with each unit
  • Bill to/Ship to addresses

All Warranty Repairs
No charge for all repairs covered under warranty.

Calibration Certificate
NIST-traceable, certificate. Charges apply.

Non-Warranty Evaluation
Evaluation of equipment. Charges apply.

Non-Warranty Repairs
R-21xx & xxx-31 Series:

This includes new batteries, minor repair to circuit boards, factory testing and re-calibration. Fee includes non-warranty evaluation fee. If a major repair is required, the Service Department will quote the major repair costs prior to performing that service.

RS-33xx, Ru-33 & R-33xx Series
This includes minor repair to circuit boards, factory testing and re-calibration. Fee includes non-warranty evaluation fee. If a major repair is required, the Service Department will quote the major repair costs prior to performing that service.

On-Site Training/Technical Services
Available on a per day basis

Cleaning Certificate Policy
Before they can be serviced, Telog products exposed to any known or potential health hazards must be cleaned and disinfected. The contaminants may be biological, organic, inorganic or radioactive and need to be removed by the user.

When service is required, either at the user's facility or at Telog Instruments, please take the following steps to insure the safety of our service personnel.

  1. Remove the Telog product from the contaminated materials and then thoroughly clean all contaminants from the products.
  2. Disinfect or decontaminate all exposed surfaces with an effective solvent or disinfectant for the particular contaminates. Since the user is familiar with the nature of the contamination, the user is expected to use the appropriate materials and procedures for decontamination. Allow the product to air dry.
  3. The user shall take normal precautions to prevent radioactive contamination and must use appropriate decontamination procedures should exposure occur. If exposure has occurred, the customer must certify that decontamination has been accomplished and that no higher than twice background level of radioactivity is detectable by survey equipment.
  4. Complete a Telog Cleaning Certificate and return it with the product, along with an RMA# (see above) . If the product is to be serviced at the user's facility, keep the certificate with the product. Copies of the Telog Cleaning Certificate can be obtained by contacting Telog's customer service department by phone at 585-742-3000 or by fax at 585-742-3006.
 

 

Terms & Conditions

Terms and Conditions of Sale Effective October, 2015

TELOG INSTRUMENTS, INC. TERMS & CONDITIONS
TELOG INSTRUMENTS, INC. IS IN THE BUSINESS OF DESIGNING AND MANUFACTURING REMOTE DATA ACQUISITION EQUIPMENT AND SOFTWARE FOR MANY APPLICATIONS INCLUDING UTILITY WATER AND WASTEWATER SYSTEMS. THE EQUIPMENT IS INSTALLED ON THE CUSTOMERS’ SITE AND IN MANY CASES INCLUDES WIRELESS TRANSMISSION TECHNOLOGY. ALL ORDERS ARE SUBJECT TO THE TERMS AND CONDITIONS SET FORTH BELOW, AS WELL AS ANY ADDITIONAL TERMS APPEARING ON THE QUOTE, ORDER ACKNOWLEDGEMENT, ORDER CONFIRMATION OR INVOICE RECEIVED BY THE CUSTOMER FROM TELOG INSTRUMENTS, INC. FOR THE USE OF TELOG’S PRODUCTS AND SERVICES, INCLUDING IT’S WEBSITE AND DATA HOSTING SERVICE. ANY CONFLICTING OR ADDITIONAL TERMS IN ANY PURCHASE ORDER OR OTHER DOCUMENT FURNISHED BY THE CUSTOMER SHALL NOT BE BINDING UNLESS SPECIFICALLY AGREED TO, IN WRITING, BY TELOG INSTRUMENTS, INC.

QUOTATIONS AND ORDER APPROVAL
TELOG’S SALES DEPARTMENT WILL FURNISH QUOTATIONS AND PROFORMA INVOICES UPON REQUEST. ALL QUOTES ARE VALID FOR 30 DAYS UNLESS OTHERWISE STATED. NO ORDER SHALL BE BINDING ON TELOG UNLESS THE CUSTOMER RECEIVES A CONFIRMATION ACCEPTING THE ORDER. TELOG RESERVES THE RIGHT TO DISCONTINUE ANY PRODUCT AT ANY TIME WITHOUT NOTICE. ALL ORDER CHANGES TO SPECIFICATIONS, QUANTITIES OR DELIVERY REQUESTED AFTER THE ORDER HAS BEEN CONFIRMED ARE SUBJECT TO TELOG’S APPROVAL.

PRICING AND PAYMENT TERMS
CUSTOMER AGREES TO PAY FOR HARDWARE, SOFTWARE, MAINTENANCE FEES, CELLULAR SERVICE AND DATA HOSTING SERVICE AS DEFINED IN THE INVOICE. PRICES ARE FOB, VICTOR, NY IN US DOLLARS UNLESS OTHERWISE STATED AND INCLUDE STANDARD PACKING IN ACCORDANCE WITH DOMESTIC PRACTICES. SHIPPING CHARGES WILL BE ADDED TO THE INVOICE. PRICES ARE SUBJECT TO CHANGE WITHOUT NOTICE. CUSTOMERS WITH ESTABLISHED CREDIT, ON ORDERS OVER $150, WILL RECEIVE NET 30 DAY TERMS. ALL ORDERS UNDER $150 ARE ACCEPTED WITH CREDIT CARD PAYMENT (VISA, MC, AMEX) CREDIT CARDS WILL ALSO BE ACCEPTED AT TIME OF ORDER PLACEMENT FOR ALL ORDERS UNDER $5,000. ACH PAYMENTS ARE GLADLY ACCEPTED.

TAXES
SALES, USE AND OTHER TAXES ARE NOT INCLUDED IN PRODUCT PRICING. ANY APPLICABLE TAXES WILL BE ADDED AND PAID BY THE CUSTOMER, OR IN LIEU THEREOF, THE PURCHASER WILL PROVIDE TELOG WITH A TAX EXEMPT CERTIFICATE OR RESALE CERTIFICATE ACCEPTABLE TO THE TAXING AUTHORITIES.

DATA HOSTING SERVICE/WIRELESS TECHNOLOGY
CUSTOMER AGREES TO PAY A MONTHLY FEE FOR THE DATA HOSTING SERVICE WHICH IS INVOICED ON AN ANNUAL BASIS. THE CUSTOMER FURTHER UNDERSTANDS THAT HE/SHE IS SOLELY RESPONSIBLE FOR THE FINAL ENTRIES AND SCHEDULES, NOTWITHSTANDING THE FACT THAT TELOG MAY HAVE ENTERED THE MONITORING AND NOTIFICATION INFORMATION IN THAT DATABASE ON THE CUSTOMERS BEHALF. FURTHERMORE, TELOG SHALL NOT WITH ITS OWN PERSONNEL, RESPOND TO OR TAKE ACTION RELATED TO EVENTS OR NOTIFICATIONS WHICH TELOG PROVIDES THE DATA HOSTING OR MONITORING. TELOG’S WIRELESS UNITS WILL PROVIDE THE CUSTOMER WITH MONITORING AND NOTIFICATION CAPABILITIES VIA AUTOMATED E-MAIL OR TEXT TO THE CUSTOMER’S DEFINED DESTINATION ON A BEST EFFORTS BASIS. THE CUSTOMER UNDERSTANDS THAT THIS SERVICE IS NOT INTENDED TO BE USED FOR A PRIMARY LIFE-SAFETY, BURGLARY, OR A FIRE DETECTION REPORTING SYSTEM, AND SHOULD BE USED FOR NON-CRITICAL MONITORING.

TELOG MAKES NO PROMISES, WARRANTIES OR GUARANTEES THAT THERE WILL BE NO INTERRUPTIONS IN SERVICE OR DELAYS IN PERFORMING SERVICE, OR AS TO THE QUALITY, USEFULNESS, COMPLETENESS AND RELIABILITY OF SUCH SERVICE OR THAT SUCH SERVICE WILL BE FREE OF ERRORS. WIRELESS DATA SERVICE UTILIZES WIRELESS PROVIDERS, SUCH AS VERIZON AND SPRINT AND SUCH PROVIDERS DISCLAIM ANY AND ALL LIABILITY ARISING FROM THE CUSTOMER’S USE OF TELOG PRODUCTS AND SERVICES. TELOG HAS NO CONTROL OR RESPONSIBILITY FOR LACK OF DELIVERY OF THESE SERVICES INCLUDING INTERNET, CELLULAR, RADIO, TELEPHONE OR ANY OTHER COMMUNICATION DEVICE WHICH THE CUSTOMER RELIES ON TO DELIVER TELOG DATA, ALARMS OR ALERTS.

FORCE MAJEURE
TELOG SHALL NOT BE LIABLE FOR FAILURE TO DELIVER OR DELAYS THAT OCCUR BY CAUSES BEYOND TELOG’S CONTROL, INCLUDING WITHOUT LIMITATION, LABOR SHORTAGES, STRIKES, LOCKOUTS, FIRES, INABILITY TO OBTAIN MATERIALS, BREAKDOWNS, DELAYS OF CARRIER OR SUPPLIERS, AND GOVERNMENT ACTS AND REGULATIONS. NOTWITHSTANDING ANYTHING TO THE CONTRARY, EXPRESSED HEREIN OR BY ANY CONFIRMATION, INVOICE OR PURCHASE ORDER. TELOG RESERVES THE RIGHT TO CANCEL THE UNDELIVERED PORTION OF ANY ORDER UPON WRITTEN NOTICE TO THE CUSTOMER IN THE EVENT OF ANY UNFORESEEN INCREASE OF TELOG’S COST OF MATERIALS, SUPPLIES, LABOR, SERVICES OR OTHER COSTS.

CANCELLED ORDERS AND RETURN OF PRODUCT
A RESTOCKING CHARGE OF 20% OF NET SELLING PRICE PLUS ALL TRANSPORTATION COSTS WILL BE ASSESSED FOR RETURNING ANY UNUSED STANDARD PRODUCT TO TELOG. ORDERS SHIPPED IN ERROR BY TELOG WILL BE REPLACED AT NO ADDITIONAL COST TO THE CUSTOMER. CLAIMS FOR ERRORS IN SHIPMENT MUST BE MADE WITHIN 10 DAYS AFTER RECEIPT OF PRODUCT. NO PRODUCT SHALL BE RETURNED UNLESS AUTHORIZED BY TELOG AND ACCOMPANIED WITH A RETURN MATERIAL AUTHORIZATION (RMA).

WARRANTY
TELOG WARRANTS EACH PRODUCT IT MANUFACTURES, FOR A PERIOD OF ONE (1) YEAR FROM THE DATE OF RECEIPT, TO BE FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE AND SERVICE. SOFTWARE IS WARRANTED TO OPERATE IN ACCORDANCE WITH ITS PROGRAMMED INSTRUCTIONS. IT IS NOT WARANTED TO BE ERROR FREE. THIS WARRANTY EXTENDS ONLY TO THE ORIGINAL BUYER AND SHALL NOT APPLY TO COMPUTER MEDIA OR BATTERIES.

THE CUSTOMER IS TO MAINTAIN HIS/HER OWN INSURANCE COVERAGE SUFFICIENT TO PROVIDE COMPENSATION FOR ANY LOSS, DAMAGE, OR EXPENCE THAT MAY ARISE IN CONNECTION WITH THE USE OF TELOG’S PRODUCTS OR SERVICES.

TELOG’S ONLY OBLIGATION UNDER THIS WARRANTY IS TO REPAIR OR REPLACE, AT TELOG’S DESCRETION, A PRODUCT THAT IS RETURNED WITHIN THE WARRANTY PERIOD AND DETERMINED BY TELOG TO BE DEFECTIVE.

IF TELOG DETERMINES THAT MISUSE, ALTERATIONS, OR ABNORMAL CONDITIONS OF OPERATIONS OR HANDLING HAVE CAUSED THE DEFECT OR MALFUNCTION, TELOG WILL REPAIR THE PRODUCT AND BILL THE CUSTOMER FOR THE REASONABLE COST OF REPAIRS. IF THE WARRANTY PERIOD HAS EXPIRED, TELOG WILL SUBMIT AN ESTIMATE OF THE REPAIR COSTS BEFORE WORK IS STARTED, IF REQUESTED BY THE CUSTOMER.

TO OBTAIN REPAIR SERVICE UNDER THIS WARRANTY, CUSTOMER MUST FIRST OBTAIN A RETURN MATERIAL AUTHORIZATION (RMA) NUMBER BY CONTACTING THE TELOG CUSTOMER SERVICE DEPARTMENT OR SALES DEPARTMENT. THE PRODUCT SHOULD THEN BE SHIPPED TO THE FACTORY, TRANSPORTATION PREPAID, WITH A WRITTEN DESCRIPTION OF THE MALFUNCTION AND A CLEANING CERTIFICATE, IF APPLICABLE. THE PRODUCT WILL BE REPAIRED AND RETURNED TO THE CUSTOMER, FREIGHT PREPAID.

UNDER THIS WARRANTY, THE CUSTOMER IS RESPONSIBLE FOR THE ONGOING, PERIODIC TESTING OF THE TELOG

SYSTEM AND SHALL NOTIFY TELOG IMMEDIATELY IF ANY FAILURES ARE FOUND. TELOG WILL USE ALL REASONABLE EFFORTS TO IDENTIFY AND RESOLVE THE PERCEIVED FAILURES, BUT IN NO CASE WILL BE OBLIGATED TO TRAVEL TO THE CUSTOMER’S INSTALLATION TO PERFORM DIAGNOSTIC OR CORRECTIVE ACTIONS.

CUSTOMER ALSO UNDERSTANDS THAT UTILIZING TELOG’S MONITORING AND NOTIFICATION SERVICE, ON BEHALF OF HIMSELF/HERSELF, AND ANY EMPLOYEES, AGENTS, PERSONAL REPRESENTATIVES, ASSIGN, HEIRS, NEXT OF KIN AND ANY THIRD PARTY AGREES TO INDEMNIFY, DEFEND AND HOLD HARMLESS TELOG, IT’S OWNERS, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, SUPPLIERS OR AFFILIATED COMPANIES, AGAINST ANY AND ALL CLAIMS, DEMANDS OR ACTIONS BASED UPON ANY LOSSES, LIABILITIES, DAMAGES OR COSTS, WHETHER DIRECT OR INDIRECT, SPECIAL OR CONSEQUENTIAL, INCLUDING ATTOURNEYS FEES, THAT MAY RESULT FROM THE OPERATION OF TELOG’S PRODUCTS AND SERVICES, OR FROM THE FAILURE OF THE TELOG SYSTEM TO REPORT A GIVEN EVENT OR CONDITION.

ARBITRATION AND LAW
DISPUTES WHICH ARISE AND CANNOT BE SETTLED AMICABLY BY THE PARTIES WILL BE SETTLED BY ARBITRATION IN VICTOR, NY, USA UNDER THE PREVAILING RULES OF THE COMMERCIAL CONCILIATION AND ARBITRATION RULES OF THE AMERICAN ARBITRATION ASSOCIATION. THE LAWS OF THE STATE OF NEW YORK, EXCLUDING ITS CONFLICTS OF LAW PROVISIONS, GOVERN THE INTERPRETATION AND ENFORCEMENT OF THIS DOCUMENT.

UNENFORCEABLE PROVISIONS
IN THE EVENT THAT ONE OR MORE PROVISIONS OF THIS DOCUMENT IS HELD TO BE UNENFORCEABLE, THE REMAINING PROVISIONS APPLY IN FULL AND THE INVALID OR UNENFORCEABLE PROVISION WILL BE REPLACED BY A PROVISION WHICH LAWFULLY ENFORCES THE PARTIES INTENTION UNDERLYING THE INVALID OR UNENFORCEABLE PROVISION.

CUSTOMER ACKNOWLEDGES AND UNDERSTANDS THAT BY ACTIVATING AND UTILIZING TELOG’S PRODUCTS, SERVICES, WEBSITE AND/OR DATA-BASED INFORMATION, THE CUSTOMER IS AGREEING TO BE BOUND BY THE ABOVE TERMS AND CONDITIONS CONTAINED IN THIS AGREEMENT.