Hardware Support Overview

Limited Hardware Warranty

Versa Networks provides limited hardware warranty on all CSG devices and field-replacement parts (FRUs) purchased by a customer, for a period of two (2) years from the date of shipment. This warranty ensures that the hardware is free of defects in material and workmanship when operated under normal authorized use consistent with product instructions. This product warranty extends only to the original purchaser of the hardware, whether the hardware is purchased directly from Versa Networks or from a Versa Authorized Reseller. If, during the warranty period, Versa Networks receives notice that the hardware does not conform to its warranty, Versa Networks will, at its sole option, repair or replace the non-conforming hardware in accordance with this limited warranty. Hardware replaced under the terms of any such warranty may be new equipment or it may be refurbished equipment substituted at the option of Versa Networks. Versa Networks will ship the replacement hardware within six to eight weeks after receipt of the product at a Versa Networks Repair Center, using reasonable commercial delivery services. Actual delivery times may vary depending on the customer location.

Warranty Start Date

The limited hardware warranty starts from the date the hardware is shipped from a Versa Networks manufacturing facility or, in the case of a resale, from a Versa Networks authorized reseller.

Dead On Arrival (DOA)

For hardware that is considered dead on arrival (DOA) within the first 90 days from the date of shipment (either from Versa Networks or a Versa Networks authorized reseller), Versa Networks will provide an expedited replacement of the affected appliance or FRU. After you have obtained a return material authorization (RMA) number, a Versa Networks manufacturing facility will ship a new appliance or FRU. For information about obtaining an RMA number, see Return Hardware. You must return the defective hardware to Versa Networks within 15 days of receipt of the replacement hardware. If you fail to do so, Versa Networks will invoice you for the full purchase price of the replacement part. If international customs clearance is required, it is the your responsibility to allow for additional transit and custom clearance time. Products that are sold after the published last order date, as defined in the Versa Networks end-of-life policy and procedure, are excluded from this expedited DOA replacement coverage.

Additional Support Options

You can purchase the following additional hardware support coverage for a CSG appliance:

• 24x7 return to factory
• Same business day advance replacement
• Next business day advance replacement

Hardware support coverage is specific for each part number and serial number combination of a CSG appliance. To obtain the additional hardware support coverage, you need to purchase corresponding hardware support SKUs. The following are examples of the hardware support SKUs for a CGS750 appliance:

• SUP-247-RTF-CSG750-WLA—24x7 return-to-factory RMA coverage for CSG750-WLA
• SUP-NBDAR-CSG750-WLA—Next business day advanced replacement RMA coverage for CSG750-WLA
• SUP-SBDAR-CSG750-WLA—Same business day advanced shipment RMA coverage for CSG750-WLA

Hardware Support Process

Versa Networks creates a customer support contract for each CSG appliance. This contract includes the customer name, date of purchase, order number, SKUs purchased, and other purchase and product information.

When you receive the CSG appliance, you (or the Versa Networks authorized reseller) must register the appliance by contacting the Versa Networks Customer Support team and providing its model number, serial number, physical address, and hardware support SKU.

After you register your CSG appliance, Versa Networks prepares the support specified in the hardware support SKU for that part number and serial number.

Based on the hardware support SKU, Versa Networks has its RMA partners place inventory at the proper depot locations to cover the SLAs required. Versa Networks works with leading global RMA partners to fulfill hardware support requirements.

Hardware Support Global Coverage

Versa Networks uses global and regional RMA and logistics partners to fulfill various levels of commitments. However, Versa Networks ;is the single point of contact for hardware support.

SBDAR, NBDAR, and RTF (with 4-week turnaround) hardware support coverage is available in the following geographic regions:

• Africa
• APAC
• Australia
• Canada
• EU
• Japan
• Latin America
• Middle East
• Other Europe
• USA

Contact Customer Support

For all hardware support issues, you must contact the Versa Networks Customer Support team:

Open a support case with Versa Networks Customer Support team in one of the following ways:

• Log in to https://support.versa-networks.com/support/login
• Call toll-free 1-855-226-6217.

A customer support representative will collect all required information, determine the root cause of the issue, and validate your case. If the issue is determined to be a hardware failure, the representative will check the hardware support coverage associated with the part number and serial number of the CSG appliance. If the unit is under warranty, Versa Networks will initiate the RMA process.

Additional Information

How To Return Hardware