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Promethean ActivCare Limited Warranty Summary

D&D Learning Spaces is an authorized Promethean dealer. Promethean manufactures interactive displays, classroom technology, computing modules, mounting systems, accessories and related educational technology products.

Promethean provides two primary warranty programs:

• ActivCare Standard, which is automatically included with Promethean products
• ActivCare Plus, a purchasable warranty enhancement that can extend coverage or add services such as Advanced Replacement and On-Site Support

Warranty periods and service levels vary according to the product, country, purchase date and whether ActivCare Plus coverage was purchased and activated.

What Does Promethean’s ActivCare Warranty Mean?

Promethean’s ActivCare warranty protects qualifying Promethean hardware against covered defects during the applicable warranty period.

For customers, this means Promethean may repair or replace a covered product after its Technical Customer Support team confirms that the product is faulty and eligible for warranty service.

The exact service may involve:

• Return for Repair
• Advanced Replacement
• On-Site Support when purchased and available
• Technical support by telephone or email
• Online support through Promethean’s Support Portal and Support Community

The applicable warranty term and service method depend on the product and location. Promethean’s Warranty at a Glance Matrix controls the specific coverage available for each product.

A Promethean warranty does not necessarily mean that every accessory, cable, remote control, lamp, mount or computing module receives the same coverage as an ActivPanel. Separate product and component terms may apply.

Who Provides the Warranty?

In North America and the Americas Region, the warranty is provided by Promethean Inc.

In other covered countries, the warranty is generally provided by Promethean Limited, subject to the regional terms identified in the Warranty at a Glance Matrix.

Who Is Covered?

Promethean’s warranty applies to qualifying Promethean products purchased through an authorized sales channel and used in a supported country or region.

Customers should retain:

• The original D&D Learning Spaces invoice
• The purchase-order number
• The Promethean product name
• The product serial number
• The original purchase date
• The delivery date
• The installation date
• Product-registration confirmation
• The ActivCare Plus activation code, when applicable
• Photographs of the product and reported issue

Promethean Technical Customer Support will generally require the product serial number and may require proof of purchase before approving service or replacement.

What Is Covered?

Promethean’s warranty generally covers qualifying faults in Promethean-branded hardware during the applicable warranty period.

Depending on the product and coverage level, warranty service may include:

• Diagnostic assistance
• Repair of a faulty product
• Replacement of a faulty product
• Replacement parts
• Return shipment of a repaired or replacement product
• Advance shipment of replacement equipment
• On-site repair or replacement when that service has been purchased and is available

Promethean determines whether the product is faulty, whether the warranty applies and whether repair or replacement is the appropriate remedy.

What Is Not Covered?

Promethean’s complete exclusions are contained in its official ActivCare Warranty Terms and Conditions.

Conditions that may fall outside normal warranty coverage include:

• Accidental damage
• Misuse
• Abuse
• Neglect
• Improper installation
• Improper operation
• Unauthorized repairs
• Unauthorized modifications
• Damage caused by incompatible equipment
• Damage caused by unsuitable electrical power
• Cosmetic damage that does not affect product operation
• Normal wear
• Consumable items
• Missing products
• Freight or handling damage that is not attributable to a manufacturing fault
• Failure to return faulty equipment when required
• Products used outside supported regions or applications

The official Promethean terms applicable to the product and purchase date control whether a particular condition is covered.

ActivCare Standard Warranty

What Is ActivCare Standard?

ActivCare Standard is Promethean’s basic warranty offering and is automatically provided with Promethean products.

ActivCare Standard includes:

• Online support
• Access to Promethean’s Support Community
• Email support
• Telephone support where available
• A product-specific warranty period
• Return for Repair or Advanced Replacement, depending on the product and region

Customers do not normally need to purchase ActivCare Standard separately.

ActivCare Standard Registration

Promethean strongly encourages customers to register their products.

Registration must generally be completed within 90 days after installation or setup.

Registration provides several benefits:

• The warranty can begin on the installation date rather than an earlier shipment or purchase date, subject to the warranty terms
• The customer receives a warranty certificate
• The customer can obtain applicable toll-free support telephone numbers
• Promethean can associate product serial numbers with the school or organization
• ActivCare Plus enhancements can be activated

Registration does not create coverage beyond Promethean’s applicable terms, but failure to register may prevent the customer from receiving the installation-date benefit or other registered-warranty advantages.

Product Registration Requirements

To register a serialized Promethean product, the customer generally enters:

• The product serial number
• The installation date
• The ActivCare Plus activation code, when one has been purchased

Promethean provides bulk-registration options for organizations registering multiple products. Nonserialized products may require proof of purchase when support or warranty service is requested.

ActivCare Plus Warranty Enhancements

What Is ActivCare Plus?

ActivCare Plus is Promethean’s optional premium warranty program.

It can provide:

• Extended warranty coverage
• Advanced Replacement
• On-Site Support
• Enhanced service options for qualifying products
• Coverage of up to five years on relevant products

ActivCare Plus must be purchased, registered and activated. Availability depends on the product and region.

ActivCare Plus Registration

When registering a product, the customer must enter the ActivCare Plus activation code associated with the purchase.

ActivCare Plus benefits may not become active until the product and activation code have been properly registered.

Warranty Service Types

Promethean uses several service methods depending on the product, region and purchased warranty level.

Return for Repair

Return for Repair, commonly abbreviated RFR, is a standard warranty service.

After Promethean Technical Customer Support determines that the product is faulty:

• The customer returns the faulty product to Promethean
• The customer is responsible for the cost of sending the faulty product to Promethean
• Promethean receives and inspects the product
• Promethean repairs or replaces it at its discretion
• Promethean sends the repaired or replacement product back at Promethean’s expense

The product should not be shipped until Promethean has diagnosed the issue and provided return instructions.

Advanced Replacement

Advanced Replacement, sometimes identified as ARC, reduces the amount of time the customer is without working equipment.

After Promethean confirms an eligible fault:

• Promethean ships a replacement product before receiving the faulty product
• The replacement is shipped to the customer without charge
• The faulty product must then be returned according to Promethean’s instructions
• Promethean generally aims to ship the replacement within seven working days

The shipment target depends on product availability, courier service and geographic location.

Faulty-Product Return Deadline

When Promethean supplies an advance replacement, the customer must return the faulty product within 30 days after receiving the replacement.

If the faulty product is not returned within that period, Promethean reserves the right to invoice the customer for the replacement equipment.

On-Site Support

On-Site Support, commonly abbreviated OSS, is a premium service available through ActivCare Plus for qualifying products and regions.

The process generally includes:

• Initial diagnosis by Promethean Technical Customer Support
• Authorization of an on-site service visit
• Attendance by an authorized Promethean Service Provider
• On-site repair or replacement of faulty parts

Promethean states that the authorized provider will generally arrive within three days after the fault is reported, subject to product availability, geography and service-provider capability.

On-Site Support is available in selected regions only. In the United States, availability may differ between the contiguous states, Alaska and Hawaii.

Product-Specific Warranty Periods

Promethean’s warranty periods vary by hardware model and component. The Warranty at a Glance Matrix should always be checked for the exact product and purchase date.

ActivPanel Interactive Displays

Current and recent ActivPanel product families generally carry a three-year ActivCare Standard warranty, with Advanced Replacement service commonly included in supported regions.

Depending on the model and purchased ActivCare Plus coverage, eligible ActivPanel products may be extended to:

• Five years of Advanced Replacement; or
• Five years of On-Site Support where available

The exact coverage must be confirmed for the specific ActivPanel model, country and purchase date.

ActivPanel LX

ActivPanel LX warranty coverage is governed by the current Warranty at a Glance Matrix.

ActivCare Plus can provide extended coverage for qualifying ActivPanel LX purchases. When an eligible ActivCare Plus plan is purchased for ActivPanel LX, the warranty for an associated OPS-A1 computing module may also be extended in line with the ActivPanel warranty, up to a maximum of five years, subject to Promethean’s stated conditions.

ActivPanel 9 and ActivPanel 9 Premium

Recent Promethean warranty matrices identify ActivPanel 9 and ActivPanel 9 Premium with three-year standard coverage and optional ActivCare Plus enhancements of up to five years.

The applicable service may include Advanced Replacement or On-Site Support depending on the region and purchased plan.

OPS Computing Modules

Promethean OPS computing modules may have separate warranty terms from the associated ActivPanel.

The exact term depends on:

• The OPS model
• The ActivPanel model
• Whether the OPS was supplied with the panel
• Whether ActivCare Plus was purchased
• Whether the panel and OPS were registered correctly

Customers should not assume that the OPS automatically receives the full panel warranty unless the applicable matrix specifically provides for aligned coverage.

ActivBoard Products

Recent warranty matrices have identified certain ActivBoard products with warranty periods of up to five years, generally using Return for Repair service.

Because Promethean product lines change over time, coverage for an existing ActivBoard should be verified using its model, serial number and original purchase date.

Promethean Stands and Mounting Products

Promethean adjustable stands, mobile stands, wall mounts and motorized mounting systems may have separate warranty periods from the ActivPanel.

Some recent matrices have identified certain stand products with one-year standard coverage and optional ActivCare Plus coverage of up to five years.

The exact model must be checked individually.

ActivSound and Audio Products

Certain Promethean audio accessories, including legacy ActivSound products, have carried separate warranty periods—often shorter than the associated interactive display.

Coverage for current or discontinued audio products should be confirmed through the Warranty at a Glance Matrix or Promethean’s warranty-search system.

ActivPen and Input Accessories

Promethean pens and similar input accessories may carry separate warranty terms, commonly shorter than the panel itself.

Recent matrices have identified some ActivPen products with a one-year warranty.

Projectors

Promethean projector warranties are separate from ActivPanel warranties.

Projector coverage may use Return for Repair and may vary by model and region.

Legacy matrices have identified some Promethean projectors with standard warranty periods of approximately three years, but the exact warranty must be verified using the model and purchase date.

Projector Lamps

Projector-lamp warranties may be limited by both time and operating hours.

Historical Promethean matrices have included terms such as:

• Three years or 3,000 hours for certain original projector lamps
• Ninety days for a lamp supplied as a warranty replacement
• Ninety days for lamps purchased separately

These terms vary by projector and purchase period. The current or archived matrix applicable to the product must be consulted.

Projector Remote Controls

Recent and archived matrices have identified certain projector remote controls with a one-year Return for Repair warranty.

Projector Filters, Plates, Cables and Mount Assemblies

Promethean’s matrix identifies certain projector filters, plates, cables and mounting assemblies as having no separate warranty coverage.

The exact item should be checked before a warranty period is represented to the customer.

Summary of Promethean Warranty Coverage

Product or service category	Typical published coverage
ActivCare Standard	Included with Promethean products
ActivCare Plus	Optional purchasable enhancement
Product registration	Within 90 days of installation or setup
Current and recent ActivPanel models	Commonly 3 years standard
Eligible ActivPanel ActivCare Plus coverage	Up to 5 years
Advanced Replacement	Available for qualifying products and regions
On-Site Support	Purchasable for qualifying products and regions
ActivBoard products	Product-specific; some models up to 5 years
Promethean stands and mounts	Product-specific
OPS computing modules	Product-specific
ActivPen products	Some models 1 year
Projectors	Product-specific; often Return for Repair
Certain projector lamps	Time- and hour-limited
Warranty replacement projector lamps	Commonly 90 days
Separately purchased projector lamps	Commonly 90 days
Certain projector remote controls	1 year
Certain projector filters, plates, cables and mounts	No separate coverage
Online support	Available with ActivCare
Faulty item under Advanced Replacement	Must generally be returned within 30 days

The exact warranty for every Promethean product is determined by the current or archived Warranty at a Glance Matrix applicable to the product’s purchase date.

Warranty Start Date

Registering a Promethean product can move the warranty start date to the product’s installation date, subject to Promethean’s terms.

To receive this benefit, registration must generally occur within 90 days after installation or setup.

Without timely registration, the warranty may begin according to the default date established in Promethean’s terms, which may be based on purchase, shipment or another documented transaction date.

Serial Numbers and Product Identification

Promethean serial numbers are important for:

• Product registration
• Warranty verification
• Technical support
• Confirming the model and manufacturing history
• Determining the applicable warranty period
• Authorizing replacement products

Serial-number labels should not be removed, covered or discarded.

For an ActivPanel installation, customers should retain serial numbers for:

• The ActivPanel
• Any OPS computing module
• Associated Promethean accessories
• Motorized stands or mounts where separately serialized

Proper Installation

Promethean products should be installed according to:

• Promethean installation instructions
• Applicable wall-mounting requirements
• Electrical requirements
• Product ventilation requirements
• Weight and structural requirements
• Local building and electrical codes

Improper installation may damage the product and may affect warranty eligibility.

Customers should use qualified installers for:

• Wall-mounted ActivPanels
• Motorized stands
• Large mobile stands
• In-wall electrical work
• Structural wall reinforcement
• Integrated classroom-technology systems

Electrical Power and Surge Protection

Interactive displays and associated computing modules require suitable electrical power.

Customers should:

• Use properly grounded receptacles
• Follow Promethean’s voltage requirements
• Avoid overloaded circuits
• Use appropriate surge protection
• Protect power connections from liquids
• Avoid unauthorized electrical modifications
• Use Promethean-approved or compatible power supplies

Damage caused by unsuitable electrical power, incorrect wiring or unsupported accessories may fall outside warranty coverage.

Cleaning and Care

Promethean products should be cleaned according to the instructions for the exact model.

Customers should avoid:

• Spraying liquid directly onto the display
• Allowing liquid to enter ports or ventilation openings
• Abrasive cleaners
• Solvents not approved for the display
• Sharp tools
• Excessive pressure on the panel surface
• Cleaning while electrical power is connected when instructions require disconnection

Damage caused by improper cleaning may not qualify as a manufacturing defect.

Unauthorized Repairs and Modifications

Customers should not independently open, repair or modify Promethean hardware.

Before Promethean reviews a claim, customers should not:

• Open the display enclosure
• Replace internal boards
• Modify the power supply
• Drill into the panel or stand
• Replace internal cables
• Alter an OPS module
• Install unsupported internal components
• Dispose of the faulty product
• Arrange unauthorized third-party repair

Unauthorized repairs can interfere with diagnosis and may affect warranty coverage.

Freight and Delivery Damage

Freight damage is generally separate from a product defect covered by ActivCare.

Customers should inspect Promethean equipment when it is delivered and retain:

• Shipping cartons
• Foam packaging
• Pallets
• Shipping labels
• Delivery receipts
• Photographs of visible packaging damage
• Photographs of concealed product damage
• Product serial numbers

Visible damage should be noted on the delivery receipt before it is signed.

Customers should notify D&D Learning Spaces promptly when shipping or installation damage is discovered.

ActivPanel Packaging

Promethean may require a product to be returned using suitable or original packaging.

Customers should retain the ActivPanel packaging when possible, especially during the initial installation and acceptance period.

Improper packaging can cause additional damage during return shipping and may delay warranty processing.

What Will Promethean Do for an Approved Claim?

When Promethean confirms that a product is faulty and covered under the applicable warranty, it may:

• Repair the faulty product
• Replace the faulty product
• Replace a covered component
• Ship an advance replacement
• Authorize an on-site repair under qualifying ActivCare Plus coverage

Promethean determines whether repair or replacement is appropriate.

A replacement product may be new, refurbished or functionally equivalent, as permitted under Promethean’s official terms.

Replacement Product Return Responsibilities

When a replacement is shipped before the faulty product is returned, the customer must:

• Preserve the faulty product
• Follow Promethean’s packing instructions
• Use the supplied return labels or documents
• Return the correct serial-numbered product
• Complete the return within the stated deadline

Failure to return the faulty item within 30 days after receiving the replacement can result in an invoice for the replacement equipment.

Warranty Claim Requirements

A Promethean warranty claim should include:

• The original invoice or proof of purchase
• The D&D Learning Spaces order number
• The purchase-order number
• The Promethean product name
• The model number
• The product serial number
• The purchase date
• The delivery date
• The installation date
• Product-registration information
• The warranty-certificate number, when available
• The ActivCare Plus activation information, when applicable
• A detailed description of the fault
• Photographs or video of the issue
• Information about connected devices
• Information about power and network connections
• Troubleshooting steps already completed
• Details of any previous repair or replacement
• Shipping information when delivery damage is involved

Promethean Technical Customer Support may require the customer to complete troubleshooting before declaring a product faulty.

Filing a Promethean Warranty Claim Through D&D Learning Spaces

Customers who purchased Promethean products through D&D Learning Spaces should contact us for assistance with a potential warranty claim.

Please be prepared to provide:

• The original D&D Learning Spaces invoice or order number
• The purchase-order number
• The purchasing school, district or organization
• The Promethean product name
• The model number
• The serial number
• The purchase, delivery and installation dates
• Product-registration confirmation
• The ActivCare warranty certificate, when available
• The ActivCare Plus activation code or certificate, when applicable
• A detailed description of the issue
• Photographs of the complete product
• Close-up photographs or video showing the fault
• Information about any error messages
• Information about connected computers or OPS modules
• Information about power, network and cabling
• Troubleshooting steps already attempted
• Information about prior service or replacement
• Packaging and freight documentation when shipping damage is involved

D&D Learning Spaces can help:

• Identify the applicable warranty period
• Confirm whether the product was registered
• Determine whether ActivCare Plus was purchased
• Gather serial numbers and proof of purchase
• Coordinate with Promethean Technical Customer Support
• Assist with Advanced Replacement or Return for Repair procedures
• Help arrange On-Site Support when included and available

Customers should not independently open, modify, repair, dispose of or return Promethean equipment before Promethean has diagnosed the issue and provided instructions.

Final decisions regarding warranty eligibility, service type and whether to repair or replace a product are made by Promethean under its published ActivCare terms.

Warranty notice: This page is a customer-friendly summary of Promethean’s ActivCare Standard and ActivCare Plus warranty programs. It does not replace, extend or modify Promethean’s official warranty. Coverage varies by product, serial number, purchase date, registration status, country and purchased service enhancement. Promethean’s official Warranty Terms and Conditions and the current or archived Warranty at a Glance Matrix applicable to the product will govern any claim.