As part of the RMA request procedure, we require that you contact our TAC (Technical Assistance Center) via the Service Portal. One of our trained support engineers will attempt to resolve your issue. If your product does prove faulty, your incident will be escalated to our RMA department for processing.
As part of our RMA process, we offer several delivery methods and timelines.
Warranty claims are processed as Replace Upon Receipt, which requires that the defective hardware be sent in first. Once we have received the defective hardware, our warehouse will ship out a replacement unit. This process can take up to 30 total days.
Out of Warranty claims may require a repair charge, and are also processed as Replace Upon Receipt.
Advanced replacement is available for products covered under one of our Service Contracts (Net.Cover, Product.Cover, Engineer.Cover, Channel Support) as well as DOA hardware*.
For more information about our Service Contracts and an Advanced replacement RMA, please ask your technical support engineer.*Advanced Replacement is available for DOA hardware within 30 days of purchase. DOA replacement requires proof of purchase (receipt, invoice, etc) to validate the date of purchase.