1.2. Processing the RMA Request
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:
Toll Free Number Non Toll Free Number
Alternately, the GSMC can also be contacted through live chat at:
1.2. Processing the RMA Request
1.2.1. 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 folllow the Repair of out-of support Appliance procedure before providing any further
1.2.2. 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:
22.214.171.124. Customer Company Name, Phone/Fax numbers, E-mail address
126.96.36.199. Order Number or Invoice Number (As per your original invoice)
188.8.131.52. Serial number (On the chassis of appliance)
184.108.40.206. Cyberoam Item Number (SKU) and Number of Appliances to be returned
220.127.116.11. GUI & CLI Password.
18.104.22.168. Current version of Cyberoam software – Under the section Appliance
Information on the Cyberoam Dashboard
22.214.171.124. Types of servers in use (SMTP, FTP, HTTP, etc.)
126.96.36.199. Secondary networks
188.8.131.52. IP addresses or Syslog files, Hyper terminal Logs, relevant log messages.
184.108.40.206. Network diagram
220.127.116.11. Reason for return
1.2.3. 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.
1.2.4. Upon getting the confirmation of RMA, the Customer is requested to fill the RMA Policy
1.2.5. On submission of the RMA form, an auto-generated RMA number is emailed to the address
mentioned in the form.
1.2.6. There will be a follow-up email from firstname.lastname@example.org 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
Repair Turn-around Time (TAT)
1.3.1. Appliance with valid 8×5 Support Contract: Within 3 business days from the date of the
receipt of the failed appliance at Elitecore’s RMA Center.
1.3.2. Appliance with valid 24×7 Support Contract: Dispatch of replacement appliance within 2
business days from the acceptance of the RMA Request.
Above timelines will not be binding in case failed appliance falls under clause “Voidance of
Warranty / RMA Claim”.
1.4. Voidance of Warranty / RMA Claim
Hardware warranty and RMA claim will be considered void under following situations:
1.4.1. Appliance received in damaged condition due to whatsoever reason
1.4.2. Warranty sticker is punctured or damaged
1.4.3. Appliance found to be damaged due to power voltage fluctuation
1.4.4. Subject appliance is out of valid support period
1.4.5. 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.
1.4.6. 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 incident.
Courtesy :- Cyberoam Corporation