RMA Procedures and Policies

RMA Policy

For all purchased and active hardware maintenance plans where Nozomi Networks branded hardware is purchased (including hardware provided as part of a subscription plan), if Nozomi Networks determines that replacement hardware is required for Support, then Nozomi Networks will repair or replace the defective hardware.

RMA Procedure

Before contacting Nozomi Networks Technical Support, use the tools and information located on the Nozomi Networks Support Portal to attempt to solve the issue.  

If you still have issues, contact Nozomi Networks Technical Support. In the case of a hardware failure, Nozomi Networks shall commence the following procedure in order to address the Request.

1. Diagnose the problem and attempt to resolve the problem with an Authorized Customer Contact;

2. Upon conclusion of troubleshooting and Nozomi Networks’ determination that the failure is caused by defective hardware covered under these terms, Nozomi Networks will initiate the hardware exchange or repair (“return/exchange”) of the defective hardware and provide to customer a return material authorization number (“RMA number”) along with instructions on how to return the defective hardware.

3. Customer must:

• Return the defective hardware to Nozomi Networks within ten (10) calendar days after issuance of the RMA number;
• Display the RMA number on the outside of the shipping container;
• Include the hardware’s original packaging and documentation; and
• Ship the defective hardware using freight collect.
  If customer receives replacement hardware from Nozomi Networks but does not return the defective hardware, Nozomi Networks will invoice the customer and the customer will be required to pay for such hardware.

4. Nozomi Networks will ship repaired or replaced hardware to customer in accordance with the terms of the support package purchased by customer.

5. All inbound and outbound shipping charges for hardware under this Section will be paid by Nozomi Networks. Nozomi Networks may provide a prepaid shipping label to facilitate the return of the hardware.

Exception:

In certain cases, at Nozomi Networks’ sole discretion, Nozomi Networks may determine that the return of the defective hardware is not necessary. If this exception applies, Nozomi Networks will notify the customer in writing that the return is waived. In such cases:

• The customer is not required to return the defective hardware;
• The customer will not be invoiced for the replacement hardware;
• The customer may dispose of the defective hardware at their discretion and costs in accordance with applicable laws or regulations in relation to such disposal.