Tag Archive for: Cyberoam

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

1-800-301-00013 +91-79-66065777

Alternately, the GSMC can also be contacted through live chat at:

http://www.cyberoam.com/contactsupport.html

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

         support.

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:

1.2.2.1. Customer Company Name, Phone/Fax numbers, E-mail address

1.2.2.2. Order Number or Invoice Number (As per your original invoice)

1.2.2.3. Serial number (On the chassis of appliance)

1.2.2.4. Cyberoam Item Number (SKU) and Number of Appliances to be returned

1.2.2.5. GUI & CLI Password.

1.2.2.6. Current version of Cyberoam software – Under the section Appliance

               Information on the Cyberoam Dashboard

1.2.2.7. Types of servers in use (SMTP, FTP, HTTP, etc.)

1.2.2.8. Secondary networks

1.2.2.9. IP addresses or Syslog files, Hyper terminal Logs, relevant log messages.

1.2.2.10. Network diagram

1.2.2.11. 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
form on
http://www.cyberoam.com/cyberoam/jsp/rmainterface/rmaform/rmaframe.jsp.

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 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

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

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