Aspen Systems Support Policy Agreement

As a part of your technical support contract, Aspen Systems will advance replacement parts to support your system. However, for us to continue to offer this service, it is crucial we receive our parts back in a timely manner.

In an attempt to better serve Advance Warranty Parts requests and because we have had some difficulties getting advanced parts back consistently, we are requiring customers complete and return this agreement with an email approval before we will release advance parts.

It is understood and agreed by both parties (the customer) and (Aspen Systems, Inc.) the following:

1. All advanced parts will be shipped out via FedEx with a FedEx return label. No return shipments will be accepted unless they are shipped with the return label provided. Aspen will pay for shipping both ways.
2. The customer will return the defective part(s) within 10 business days of receiving the advance shipment. You will be contacted by Aspen to determine the status of your return after 10 business days.
3. The customer will be sent an invoice for advanced parts upon shipment. After 15 business days, this invoice will become a valid invoice payable by the customer. No returned parts will be credited against this open invoice after 15 business days.
4. The customer is responsible for returning the part(s) with the provided FedEx return label. It is the customer's responsibility to maintain tracking information of return shipments and provide it to Aspen Systems, Inc. upon request. Under no circumstances will parts be accepted by Aspen employees.
5. The customer is responsible for packaging return parts adequately to prevent damage. Poorly packaged and/or damaged parts may be rejected by Aspen Systems, Inc.
6. Failure to return advance parts or pay the open invoice after 30 days will result in the customer being put on technical support and parts hold. No additional parts will be shipped until all open issues have been resolved.
7. Customers failing to pay open invoices will be turned over to a collection agency after 60 days.

This policy agreement will be in force for the life of your warranty for this user's name and e-mail address only.

I understand and agree to the terms and conditions above: