Warranty & RMA Process

1. Introduction

The following details the Limited Hardware Warranty and Return Materials Authorization (RMA) process offered by Radisys for its Continuous Computing (CCPU) ATCA hardware products. The information will help customers determine the level of service they will receive from Radisys.

2. Warranty

2.1 GENERAL WARRANTY

Radisys offers a limited Hardware warranty to the original purchaser of any products, that it is free from defects in workmanship and materials, while it remains under normal use and service, for a period of one year from the date of purchase from Radisys. During the warranty period, Radisys repair or replacement of any part which is in non-conformance to its specifications. The details of this process are described in the “Returned Material Authorization (RMA) Process” in a later section of this policy.

Customers may buy an extended warranty at any time prior to the expiration of the original warranty or after its expiration (it is required to purchase gap coverage in that case). Radisys may repair products which are not under warranty on a time and material basis at the then prevailing market rate for such services as determined by Radisys.

Technical Support is excluded from any warranty coverage and may be purchased on an annual basis for an additional fee, subject to the terms set forth inRadisys’ Customer Support Policy.

To prevent damage in transport, the customer is suggested to return the product in its original protective packaging. Radisys is not responsible for any damage to the product during transportation to Radisys.

2.2 IN-WARRANTY REPAIRS

Radisys rigorously tests all its products to ensure optimum quality and reliability. If the failure symptoms described by the customer cannot be duplicated and the unit passes pertinent product testing, it will be reported as “No Trouble Found” (NTF) and returned to the customer.

At Radisys’ discretion, in the case of excessive NTFs, the customer will be responsible for service fees and shipping costs.

If a returned unit fails pertinent product testing, Radisys will repair the unit and retest to confirm that it has been restored to a functional state. Radisys, at its option, may deliver to the customer an equivalent product or part to replace the defective unit; the replacement product or parts may be new or reconditioned. Any replaced or repaired part has a ninety (90) day warranty or the remainder of the initial warranty period, whichever is longer.

2.3 NON-WARRANTY REPAIRS

Any service and/or repair requested for a product for which the factory warranty period has expired or has been invalidated because of customer-induced damage (resulting from misuse, abuse, missing components, or modification) is considered a non-warranty service. Refurbishment or upgrading of product to the latest specification is considered a non-warranty repair or service.

For non-warranty repairs or services, there is a minimum of $250 charge. Customer must agree to pay this amount before shipping the defective product to Radisys. Radisys will examine the returned hardware and send the customer a quote for the repairs, the amount of which will be based off the then-prevailing time and material rates as determined by Radisys. Radisys will not work on the repairs until it receives a purchase order for the repairs. If the customer chooses not to repair the hardware, the customer will be responsible for the cost of the repair estimation and for shipping the product back to the customer. Radisys, at its discretion, may decide not to repair a non-warranty part.

3. Return Materials Authorization (RMA)

A Return Materials Authorization (RMA) number is required prior to returning any product for any repairs, upgrade or advance replacements. Follow the “Product Return Procedure” instructions below to return your product to Radisys for repair.

3.1 PRODUCT RETURN PROCEDURE

Follow these easy steps to return a product to Radisys for repair and/or replacement

  1. You need to have a user ID and password to logon to the RMA request tool. If you do not have a user id and password, please contact your Radisys Customer Program Manager or send an e-mail to support@radisys.com.
  2. Complete our online RMA Request form. The RMA form will require you to enter a valid Part Number and a Serial Number. Without this information, the RMA ticket submission cannot be completed. If you require assistance with the RMA process, please download and review the instructions on the same page called “Issue Tracker Instruction Sheet”.
  3. Please describe the failure symptoms on the description field of the RMA Ticket. This will help Radisys to test and debug the product. Without this description, Radisys will run the standard tests on the product.
  4. After submitting the form, you will receive an RMA number via an automated response. If you have any problem with the RMA form, please send an e-mail to support@radisys.com and your Radisys Customer Program Manager.
  5. Package your product and address it to Radisys using one of our convenient RMA shipping labels.
  6. You will be contacted soon after your package has been received at Radisys with the estimated repair time and product replacement information.

3.2 CHECKING YOUR RMA STATUS

You can view the status of your RMA by logging in to our RMA Tracking page with your customer login and password.

The RMA number is valid only for 14 days from the date of issuance. If we do not receive the product within that period, the RMA will be void and you will have to request a new RMA number.

3.3 SHIPPING

For products under warranty, the customer pays shipping to Radisys and Radisys pays for return shipment.

For products not under warranty, the customer pays for shipping both ways.

3.4 NORMAL REPAIR TIME

Radisys’ normal repair time is 15 business days from the date we receive the product at Radisys (Major China holidays excluded).

3.5 EXPEDITE OPTION FOR REPAIRS

Radisys offers a program to expedite repairs for an additional charge. Please contact your Radisys Account Executive or Customer Customer Program Manager for more information about our “Expedite RMA program”.