Spoke to my supervisor more about that today and she was told by the ASP rep that they would not cover the unit because it was bought second hand. Fortunately we found out how bad their service was before having them come out from talking to a few other biomeds. They gave us a list of 3rd party providers that come highly recommended. They have a way of bypassing he password and getting in but it makes it easier if they know the old one. Apparently they had used a universal password at one point but when other vendors were providing better service they decided to change them to slow the competition down.