on 2016-01-1511:42 AM - edited on 2022-07-1212:36 PM by rsalinkadmin
RSA provides industry-leading customer service and technical support for our complete line of Security technology products and solutions. See the RSA Warranty and Replacement Parts Maintenance Table for a list of RSA's products and product families, along with a summary of the warranty and maintenance terms and options available for each.
If the problem cannot be resolved and it is necessary to return hardware, a valid maintenance contract is required. If you need a new contract, it can be purchased through RSA Sales.
Upon approval of the Return Material Authorization (RMA) request, RSA will send you the following two items:
A replacement RSA Netwitness Appliance, shipped postage-paid priority to the address that you provide.
An email containing return shipment instructions and an electronic return shipping label for the Appliance that is being returned.
Returns must be shipped to the address provided in the email. No goods will be accepted for exchange or return without a pre-approved RMA number.
Note: The original appliance must be shipped back within 15 days of receiving the replacement, or you will incur a replacement charge equal to the original value of the appliance.
RMA requests approved between 12:00 AM. and 2:00 PM. local time are shipped on the same business day. After 2:00 PM. local time, the replacement appliance is shipped on the next business day. Offices are located in Bedford, MA, on Eastern Time, and Shannon, Ireland, on UTC time.
All RMA requests are processed on the business day on which the requests were received (excluding RSA holidays).
RSA Software Warranty Policy
Except as otherwise agreed by RSA and the customer in a written agreement or as set forth below, the warranty duration for software provided under an agreement directly between RSA as licensor and the customer is ninety (90) days from the date of shipment, or the date of electronic availability, as applicable.
The foregoing warranty durations apply to software listed on orders submitted to RSA during the period in which the applicable warranty duration is in effect.
RSA may change the warranty durations described above at any time and shall notify customer of such change via reposting to this site. However, any such change shall not apply to any software listed on an order referencing a valid RSA quote that is dated prior to the date of such change.
RSA Netwitness Token Replacement and Disposal
Please read before returning tokens to RSA.
RSA warrantees all RSA Netwitness tokens for the purchased lifecycle. Tokens will be replaced without charge if they no longer operate properly because of problems in materials or workmanship. Tokens will not be replaced without charge if damaged through neglect or abuse.
Your warranty does not cover damage, i.e. bent cases, damage by liquid, etc. A pants pocket or back-pocket wallet is not a good place to carry a RSA Netwitness card. Similarly, storage on a car dashboard or in a glove compartment can subject the token to temperature extremes. Although reasonably rugged, RSA Netwitness tokens should be treated with as much care as a precision device. For detailed coverage and tips on token storage, usage and care, inventory management, secure distribution and administration, and user responsibilities, refer to your instruction manual.
RSA Netwitness Token Record Media Replacement Policy
RSA policy is that requests for RSA Netwitness Token Record Media replacement will NOT be accepted beyond 150 days following the ORIGINAL order fulfillment (as defined by the ship date of the ORIGINAL order from RSA).
Before returning a token that appears to be working normally (still generating characters) but repeatedly results in Access Denied, check first that the token is enabled and assigned. Refer to your product’s instruction manual as necessary. Also, please put the token through the New PIN procedure to ensure it is properly resynched.
The system administrator at your company will return any non-expired tokens that no longer function properly to the Token Programming department at RSA. Receipt of your replacement tokens will depend on the replacement option selected by your system administrator and your company’s internal procedures. For security reasons, shipments are made only to the system administrator at an existing customer site. Please include as much detail about the problem as possible when requesting a replacement token.
If possible, reuse the packaging in which the tokens arrived, or use similar rigid packing (e.g., bubble wrap and corrugated cardboard). For a nominal fee, RSA will supply suitable materials. Contact your local sales representative for pricing and ordering information.
The customer is responsible for any return shipping charges.
Defective tokens returned to RSA become the property of RSA and will not be returned.