Cyberoam RMA Policy Geographical Scope: Global Except USA & India Version of5. Last Updated: September Page 1 of 5.

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1 1of5 Page 1 of 5 Index 1. RMA Procedure Registering the RMA Request Processing the RMA Request Shipping the RMA unit and Receiving the Repaired / Replaced unit Voidance of Warranty / RMA Claim Transfer of Appliance Registration & Subscription to New Appliance 3 2. DOA (Dead on Arrival).4 3. Service Charges.4 4. Appendix Terms used in this Document 5 This Cyberoam RMA Policy is subject to the terms and conditions of EULA. Accordingly, mere acceptance of the product by Elitecore as per the terms of this policy shall not, in any case, extend it s liability of whatsoever nature towards the Customer. Elitecore s liability to the Customer shall be limited and to the extent what is stated in the EULA.

2 2of5 Page 2 of 5 Cyberoam RMA Policy The RMA - Return Material Authorization - Policy document lists the guidelines to ensure that customers and partners receive prompt Cyberoam support in the adverse event of a hardware problem. 1. RMA Procedure 1.1. Registering the RMA Request In case of a problem with the Cyberoam hardware, customer must call the Global customer Support Center GSMC (Global support management center) at the number given below: Country Toll Free Number Non Toll Free Number Europe APAC Middle East & Africa Alternately, the GSMC can also be contacted through live chat at: Processing the RMA Request At GSMC, the TSR (Technical Support Representative) will check the unit's Support status to process the RMA transaction. If the product is out of Cyberoam support, the TSR may ask you to follow the Repair of out-of-support Appliance procedure before providing any further support. Procedure for Repair of Out-of-support Appliance is explained in point 4.2 in this document Only after completion of Repair of Out-of-Support Appliances, the TSR will log the case and generate a Reference Ticket (RT) number. In order to expedite the resolution of the support request, the TSR may ask the customer to provide the following information. The request may include, but is not limited to: Customer Company Name, Phone/Fax numbers, address Order Number or Invoice Number (As per your original invoice) Serial number (On the chassis of appliance) Cyberoam Item Number (SKU) and Number of Appliances to be returned GUI & CLI password\s Current version of Cyberoam software Under the section Appliance Information on the Cyberoam Dashboard Types of servers in use (SMTP, FTP, HTTP, etc.) Secondary networks IP addresses or Syslog files, Hyper terminal Logs, relevant log messages Network diagram Reason for return

3 3of5 Page 3 of The TSR will try to ascertain the problem and make the appliance functional once more. If he / she is unable to do so, the Representative will, in consultation with the customer, confirms the unit as failed for RMA and provides a Reference Ticket number Upon getting the confirmation of RMA, the Customer is requested to fill the RMA Policy form on On submission of the RMA form, an auto-generated RMA number is ed to the address mentioned in the form There will be a follow-up from scm@cyberoam.com with the necessary guidelines for smooth RMA of failed appliance and return of repaired /replacement appliance. Both the RT and the RMA numbers must be stored and presented while communicating with the support center or SCM Team at a later date for an update on RMA Shipping the RMA unit and Receiving the Repaired / Replaced unit Cyberoam SCM team may ask you to coordinate with your local distributor for shipping back the failed appliance and getting the replacement appliance The failed appliance must be returned in the original shipping condition in which it was received with original packaging material provided by Elitecore In absence of the original packaging material, sender must use anti-static, anti-shielding, and anti-conductive bags, and an appropriately rated substitute shipping container designed to prevent jarring or movement, impact between multiple components, and damage due to electrostatic discharge Voidance of Warranty / RMA Claim Hardware warranty and RMA claim will be considered void under following situations: Appliance received in damaged condition due to whatsoever reason Warranty sticker is punctured or damaged Appliance found to be damaged due to power voltage fluctuation Subject appliance is out of valid support period The appliance has been under misuse, abuse, unauthorized disassembly or modification, operation in unsuitable environment, improper maintenance by customer, or any other unknown situation, which Elitecore shall not be responsible for, in such cases the cause would be determined by Elitecore in its sole unfettered discretion The damage is caused by natural disasters such as lightening, flood, fire, earthquake, etc. Elitecore may refuse to accept the delivery OR return the failed appliance without repairing upon finding any of the above incidents Transfer of Appliance Registration & Subscription to New Appliance Upon receipt of the Replacement appliance, the customer needs to inform Elitecore at scm@cyberoam.com for transferring the balance of subscription validities.

4 4of5 Page 4 of Elitecore will transfer the balance validities of failed appliance to replaced appliance in two business days from the date of intimation from Customer. 2. DOA (Dead on Arrival) 2.1. A unit is considered as DOA (Dead-on-Arrival) if the fault is reported within 15 days from the date of the Customer s purchase Invoice DOA claim has to be approved as per the process mentioned in section RMA registration and Acceptance procedure of this document. 3. Service Charges This section provides the circumstances under which the service charges will be imposed for repairing the unit Service Charges are applicability if (includes but not limited to) The support contract validity has expired The Warranty / RMA claim is void as per section 1.4 of this document Service charge for Repair of out-of-support Appliance For Repair of out-of-support Appliance, SCM representative will inform estimate repair service charge at the time of first intimation that can be ascertained once the unit is repaired. Repair service charge includes material cost, labor charges and freight charge The customer needs to pay 50% of the estimated cost in advance to start the testing/repairing. On receipt of the full payment, the appliance will be returned to the Customer along-with the invoice for the repairing charges Handling charge will be levied if out-of-warranty repair request is cancelled by Customer after Elitecore diagnosing the defect. In such cases, Repair service charge includes Handling charge and Freight charge The lead time for such RMA Process will be communicated to the customer in advance but may vary due to the severity and complexity of repair work. Contact Information scm@cyberoam.com Phone :

5 5of5 Page 5 of 5 4. Appendix Terms used in this Document Elitecore RMA TSR SCM GSMC RT SKU Customer Elitecore Technologies Private Limited Return Merchandise Authorization Technical Support Representative Supply Chain Management Global Support Management Center Reference Ticket Stock Keeping Unit A customer can be the end-user or the channel partner taking care of end customer