Warranties and Agreements

Token Replacement Policy

Aladdin Knwoledge Systems warrants all tokens to be free from defects in materials or workmanship. Specific warranties vary depending on the type product for which you purchased the token and the type of token you purchased.

Warranty
Troubleshooting Tips
Verifying Token Warranty Status
Submitting a Warranty Replacement Request

Warranty

SafeWord 2008 tokens (Includes tokens purchased as part of SafeWord 2008 starter packs or token packs. Tokens migrated to SafeWord 2008 from previous SafeWord PremierAccess or SafeWord RemoteAccess purchases maintain their respective warranties) One of the greatest benefits of SafeWord 2008 product line tokens is our lifetime token warranty. You will never have to buy another replacement token.

Competing products require you to repurchase tokens every 2, 3, or 4 years — their tokens are programmed to expire at the end of that time period. But with SafeWord 2008 product line tokens, you can simply return any nonfunctioning token to Aladdin Knowledge Systems and we'll replace it for free, no questions asked.

Our tokens are not programmed to expire, and if one fails for any reason (you dropped it into a running garbage disposal, your dog chewed it up, you ran over it with a steamroller, or if it simply has a dead battery in 10 years), we'll replace it free of charge. All that's required is that you have a valid, up-to-date support contract with us. (The first year is included in the purchase price.) This means it's very important for all customers to renew their SafeWord support contracts every year.

Starter Packs:
- Customers must initially purchase a single Starter Pack to obtain server software, product serial number, and initial tokens (5- or 20-pack size). Thereafter, customers may purchase additional Token Packs for tokens needed beyond the initial starter pack.
- Your initial Starter Pack comes with a 24x7 technical support contract, good for 12 months from the Starter Pack purchase date. All tokens included with your Starter Pack also carry a one-year replacement warranty that starts from the date of purchase.
- At the Starter Pack one-year renewal date, renewed years of support are based on the TOTAL number of tokens you have purchased since the initial purchase date, including Starter Pack tokens and additional Token Packs. Prior to the one-year anniversary date, you do not need to purchase additional support for tokens purchased in Token Packs.
- A support contract renewal at the one-year anniversary date extends your technical support for an additional 12 months AND extends the token warranty for each individual Token Pack purchase date by an additional 12 months.
- Token replacement requires the return of the original damaged token.
- Warranty does not cover lost or stolen tokens, or expedited shipping costs.
SafeWord® PremierAccess® and SafeWord AS (4.x/5.x) tokens
- All SafeWord PremierAccess/SafeWord AS tokens will be replaced free-of-charge for a period of three (3) years (for Alpine, Silver 2000 or Gold 3000 tokens) or five (5) years (for Platinum tokens) from date of purchase, if they no longer operate properly because of defects in materials or workmanship.
- Warranty does not cover damage due to neglect or abuse, including, but not limited to cracked LCDs, bent cases, or liquid damage.
SafeWord RemoteAccess™ product line tokens (includes SafeWord® RemoteAccess™ tokens, SafeWord for Citrix® tokens, SafeWord RemoteAccess™, Cisco compatible tokens, SafeWord for Nortel Networks tokens, and SafeWord for Check Point tokens) One of the greatest benefits of SafeWord RemoteAccess product line tokens is our lifetime token warranty. You will never have to buy another replacement token.

Competing products require you to repurchase tokens every 2, 3, or 4 years — their tokens are programmed to expire at the end of that time period. But with SafeWord RemoteAccess product line tokens, you can simply return any nonfunctioning token to Aladdin Knowledge Systems and we'll replace it for free, no questions asked.

Our tokens are not programmed to expire, and if one fails for any reason (you dropped it into a running garbage disposal, your dog chewed it up, you ran over it with a steamroller, or if it simply has a dead battery in 10 years), we'll replace it free of charge. All that's required is that you have a valid, up-to-date support contract with us. (The first year is included in the purchase price.) This means it's very important for all customers to renew their SafeWord support contracts every year.

Starter Packs:

Customers must initially purchase a single Starter Pack to obtain server software, product serial number, and initial tokens (5- or 20-pack size). Thereafter, customers may purchase additional Token Packs for tokens needed beyond the initial starter pack.
Your initial Starter Pack comes with a 24x7 technical support contract, good for 12 months from the Starter Pack purchase date. All tokens included with your Starter Pack also carry a one-year replacement warranty that starts from the date of purchase.
At the Starter Pack one-year renewal date, renewed years of support are based on the TOTAL number of tokens you have purchased since the initial purchase date, including Starter Pack tokens and additional Token Packs. Prior to the one-year anniversary date, you do not need to purchase additional support for tokens purchased in Token Packs.
A support contract renewal at the one-year anniversary date extends your technical support for an additional 12 months AND extends the token warranty for each individual Token Pack purchase date by an additional 12 months.
Token replacement requires the return of the original damaged token.
Warranty does not cover lost or stolen tokens, or expedited shipping costs.

Troubleshooting Tips

Before contacting Aladdin about obtaining a replacement token, verify the token has been activated within SafeWord and properly set up in the SafeWord server. Refer to the product documentation for details. Refer to the Token Troubleshooting Procedure for instructions on resynchronizing your tokens with the server.

For further troubleshooting assistance, please contact Technical Support or by phone at 1-877-weAladdin.

Verifying Token Warranty Status

To verify whether a token is under warranty, please contact Customer Service via the Portal or by phone at 1-877-weAladdin. Note: Warranties are void if the token serial number label is removed.

Submitting a Warranty Replacement Request

You must be granted a Return Material Authorization (RMA) number to receive replacement tokens. To obtain your RMA number, please open a case via the portal. If you have questions, please send a message via the Portal.