BIXOLON–UPS RFID Printer Program
Merchant Terms and Conditions
Effective Date: October 1, 2026
Provider: BIXOLON America, Inc. (“BIXOLON”)
Customer: [Merchant/Customer Legal Name] (“Customer”)
1. Purpose and Scope
BIXOLON is an authorized vendor to the UPS Digital Connections Program (the “Program”), a program that connects UPS customers with approved third-party technology, ecommerce, logistics, and hardware providers. These Merchant Terms and Conditions (“Terms”) govern the sale and ongoing support of BIXOLON RFID label printing equipment and related services by BIXOLON to Customer through the Program.
Each Program Product purchased under the Program includes the services described in these Terms for a period of five (5) years, subject to the terms, conditions, limitations, and exclusions set forth herein.
2. Program Products and Included Services
Each Program Product sold under the Program includes the following services:
- Five (5) Year Help Desk and Advanced Exchange Service
- Five (5) Year Extended Warranty
- Five (5) Year Universal Endpoint Management (“UEM”) Service
- Five (5) Years of LTE Data Services
Unless otherwise agreed to in writing by BIXOLON, the applicable service term for each Program Product commences on the date the applicable order is shipped by BIXOLON.
3. Definitions
For purposes of these Terms:
“Program Product” means an eligible BIXOLON RFID printer or other equipment specifically designated by BIXOLON as participating in the Program.
“Customer” means the merchant, business, or other authorized end user purchasing or operating a Program Product under the Program.
“Business Day” means Monday through Friday, excluding U.S. federal holidays.
“Advanced Exchange” means the shipment of a replacement Program Product to Customer when an eligible hardware or cellular connectivity issue cannot reasonably be resolved remotely through the Help Desk.
“UEM” means the Universal Endpoint Management services provided by BIXOLON for remote management and administration of eligible Program Products.
“SLA” means the applicable service-level commitment described in these Terms.
4. Help Desk Support
4.1 Support Term
BIXOLON shall provide Help Desk telephone support for a period of five (5) years beginning on the date the applicable Program Product is shipped.
Help Desk support applies to eligible Program Products, Hosted Services, and Managed Cellular Network Services associated with the Program.
4.2 Support Hours
Help Desk support shall be available:
Monday through Friday, 8:00 a.m. through 8:00 p.m. Eastern Time
excluding applicable holidays unless otherwise agreed in writing.
4.3 Help Desk Contact
BIXOLON Help Desk:
Telephone: 877-289-6418
Option: Verbally say “RFID Printer”
4.4 Four-Hour Resolution SLA
BIXOLON shall use commercially reasonable efforts to diagnose and resolve reported hardware or cellular connectivity issues within four (4) hours following notification by Customer or UPS during applicable Help Desk support hours.
The four-hour period represents the target customer-resolution SLA for eligible incidents.
Resolution may include remote troubleshooting, configuration assistance, software or firmware guidance, or other technical support reasonably necessary to restore the Program Product to operational status.
4.5 Escalation and Advanced Exchange
If an eligible issue cannot reasonably be resolved remotely within the four-hour resolution SLA, Customer or UPS may request an Advanced Exchange, subject to review and approval by BIXOLON and UPS.
Upon approval of an Advanced Exchange, BIXOLON shall ship a replacement Program Product meeting the applicable Program specifications via UPS Next Day Air® on the same Business Day, provided the request is received before BIXOLON’s applicable daily shipping cutoff.
If the request is received after the applicable shipping cutoff, shipment shall occur on the following Business Day.
For requests received during weekends or holidays, BIXOLON shall ship the replacement on the first Business Day following the weekend or holiday.
BIXOLON reserves the right to determine whether a reported issue qualifies for Advanced Exchange based upon available technical information, troubleshooting results, warranty status, and the terms of the Program.
4.6 Persistent Issues
If a replacement Program Product does not resolve a persistent technical issue, BIXOLON shall investigate and take commercially reasonable actions to resolve the issue.
Customer agrees to provide reasonable access to information, equipment, configurations, and personnel necessary to facilitate the investigation.
5. Five-Year Extended Warranty
5.1 Warranty Period
Each eligible Program Product shall be covered by a five-year warranty commencing on the date the applicable order is shipped.
The five-year warranty includes the applicable standard warranty period and extended warranty period.
5.2 Warranty Coverage
Subject to the exclusions and limitations contained in these Terms, the warranty covers the cost of parts and labor necessary to repair or replace a Program Product that fails due to defects in materials or workmanship during the applicable warranty period.
BIXOLON may, at its discretion, repair the affected Program Product or provide a replacement unit of equivalent or comparable functionality.
5.3 Warranty Limitations
The warranty does not cover damage or failure resulting from misuse, abuse, unauthorized modification, improper installation, improper maintenance, accident, environmental conditions outside published specifications, unauthorized repairs, consumable materials, or other circumstances not attributable to defects in materials or workmanship.
Nothing in these Terms limits any non-waivable rights or remedies available to Customer under applicable law.
6. Universal Endpoint Management
6.1 UEM Service Term
BIXOLON shall provide five (5) years of UEM support beginning on the date the applicable Program Product is shipped.
6.2 Firmware Management
BIXOLON shall in its discretion provide, certify and release applicable printer and WLAN firmware updates.
6.3 Customer Cooperation
Customer shall maintain the network connectivity and system access reasonably necessary to permit the UEM service to function.
BIXOLON shall not be responsible for interruptions caused by Customer’s network, third-party systems, telecommunications providers, unauthorized configuration changes, or other circumstances outside BIXOLON’s reasonable control.
7. LTE Data Services
7.1 Service Term
BIXOLON shall provide five (5) years of LTE data services for eligible Program Products beginning on the date of shipment.
The LTE service is intended to support the connectivity requirements of the Program Product and associated services.
7.2 SIM Card
The LTE service includes the applicable SIM Card associated with the Program.
LTE service is subject to the availability, coverage, technical requirements, and operating conditions of the applicable cellular network and service provider.
BIXOLON does not warrant uninterrupted cellular service where service availability depends upon third-party telecommunications infrastructure.
8. Customer Responsibilities
Customer shall:
- Use each Program Product in accordance with BIXOLON’s published operating specifications and documentation;
- Provide appropriate electrical, network, environmental, and physical conditions for operation;
- Follow applicable installation, maintenance, troubleshooting, and operating instructions;
- Provide reasonable cooperation and access to personnel and equipment when technical support is required;
- Promptly report hardware, connectivity, or operational issues to the BIXOLON Help Desk;
- Not modify, disassemble, repair, or alter Program Products except as expressly authorized by BIXOLON; and
- Maintain accurate contact and shipping information necessary for support and Advanced Exchange services.
Failure to satisfy these responsibilities may affect BIXOLON’s ability to meet applicable service levels or warranty obligations.
9. Returns and Exchanges
All requests for return or exchange of Program Products shall be reviewed by BIXOLON on a case-by-case basis.
No return or exchange shall be deemed authorized unless approved by BIXOLON in accordance with its applicable return authorization procedures.
Where required, BIXOLON shall issue a Return Merchandise Authorization (“RMA”) before Customer returns equipment.
Customer shall not return Program Products without an authorized RMA unless otherwise directed in writing by BIXOLON.
10. Replacement Equipment
Any replacement equipment provided under an Advanced Exchange or warranty claim shall be a BIXOLON product meeting the applicable Program specifications or, at BIXOLON’s discretion, a product providing substantially equivalent functionality.
Unless otherwise agreed in writing, replacement equipment shall remain subject to the applicable Program terms for the remainder of the original service term and shall not create a new five-year service term.
11. Service Exclusions
BIXOLON’s obligations under these Terms do not extend to failures, delays, or service interruptions caused by:
- Customer misuse or abuse;
- Unauthorized modifications or repairs;
- Improper installation or configuration;
- Failure to follow BIXOLON operating instructions;
- Customer network infrastructure;
- Third-party applications or systems;
- Third-party telecommunications or cellular network failures;
- Acts of God, natural disasters, war, terrorism, civil unrest, governmental action, labor disputes, or other events beyond BIXOLON’s reasonable control;
- Damage occurring during transportation when transportation was not arranged by BIXOLON;
- Consumables or supplies not supplied or approved by BIXOLON where such materials cause the failure; or
- Any other condition expressly excluded under BIXOLON’s applicable warranty documentation.
12. Service-Level Conditions
The service levels described herein are dependent upon Customer providing complete and accurate information regarding the reported issue and reasonable cooperation with BIXOLON’s technical support personnel.
Service-level periods shall be measured during applicable Help Desk support hours unless otherwise expressly stated.
The four-hour resolution SLA is a target for eligible customer issues and does not constitute a guarantee that every incident will be permanently resolved within four hours, particularly where resolution depends upon Customer, UPS, a third-party network provider, replacement equipment, or other circumstances outside BIXOLON’s reasonable control.
13. Limitation of Liability
To the maximum extent permitted by applicable law, BIXOLON shall not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost revenue, loss of business opportunity, loss of data, or business interruption arising out of or relating to the Program Products or services, regardless of the theory of liability.
BIXOLON’s aggregate liability arising out of or relating to these Terms shall be limited to the amounts actually paid to BIXOLON for the applicable Program Product giving rise to the claim, except to the extent such limitation is prohibited by applicable law or inconsistent with any applicable rights or obligations under the Program.
14. Force Majeure
Neither party shall be liable for failure or delay in performing its obligations under these Terms to the extent such failure or delay results from circumstances beyond the party’s reasonable control, including natural disasters, acts of government, war, terrorism, civil disturbances, labor disputes, transportation interruptions, telecommunications failures, supply-chain disruptions, or other force majeure events.
The affected party shall use commercially reasonable efforts to mitigate the effects of such event and resume performance as soon as reasonably practicable.
15. Termination
The applicable Program services shall remain in effect for five (5) years from the shipment date of the applicable Program Product unless terminated earlier in accordance with the applicable purchase agreement or other written agreement between the parties.
Termination of these Terms shall not relieve either party of obligations accrued prior to the effective date of termination.
16. Governing Agreement
These Terms shall be interpreted together with the applicable purchase order, master agreement, statement of work, service agreement, and other written agreements executed between BIXOLON and Customer.
In the event of a conflict between these Terms and a separately executed agreement, the order of precedence shall be determined by the applicable master agreement or other controlling contractual document.
17. Amendments
No amendment, modification, or waiver of these Terms shall be binding unless made in writing and authorized by an appropriate representative of BIXOLON and Customer.
18. Entire Agreement
These Terms, together with the applicable purchase documents and referenced agreements, constitute the agreement governing the services described herein and supersede prior representations concerning those services to the extent permitted by applicable law.
19. Notices
Formal notices relating to these Terms shall be provided in writing to the addresses designated by the parties in the applicable purchase agreement or master services agreement.
20. Acceptance
By purchasing, accepting delivery of, activating, or using a Program Product, Customer acknowledges that it has received and reviewed these Terms and agrees to be bound by the applicable terms and conditions contained herein, subject to any separately executed agreement governing the Program.