5: APPENDICES
Iridium Pilot™ Installation Guide 53
If a Product or Accessories sold by Iridium is found to be faulty within the rst one hundred twenty (120) days
of rst use, it is considered to be an out-of-the-box failure. As such, the ISP is responsible for obtaining an RMA
from the Iridium Warranty Center. The ISP is responsible for all freight charges related to returning the unit for
repair under warranty. Claim must be made within sixty (60) days of equipment failure. Out-of-the-box failures
will be replaced with new Product(s) or Accessories.
Products or Accessories returned under warranty that are greater than one hundred twenty (120) days old from
date of rst use and within the warranty period, with proof of sale, may be replaced with factory refurbished
Product(s) or Accessories. Replacement Product or Accessories will be warranted for the balance of the original
warranty period, or six (6) months from shipment, whichever is greater. All Product(s) or Accessories must be
returned to Iridium.
Iridium supports three standard RMA solutions: Standard RMA, Cross Ship RMA and RMA through the GSP.
The Standard RMA requires Iridium to receive the returned Product or Accessories before shipping
replacement Product or Accessories. If defective Product or Accessories issued under RMA is not received
at the Iridium Global Warranty Center, per RMA, within four (4) months from RMA issuance, the RMA will be
cancelled. In the event the defective Product or Accessories still requires return, a new RMA request and
issuance must take place.
The Cross Ship RMA allows replacement Product or Accessories to be shipped after RMA approval but
before receipt of the returned Product or Accessories. Failed Product or Accessories issued under Cross Ship
RMA must be returned to Iridium Global Warranty Center per RMA within ninety (90) days of cross shipped
replacement equipment; failure to do so will result in an invoice being issued to ISP for the cost of the cross
shipped replacement equipment.
The RMA through the GSP requires the Iridium designated eld service provider to perform all the RMA
processes.
5. Global Service Program
Iridium oers in-network warranty service for Iridium Pilot Products or Accessories via the Iridium Global
Service Program (GSP). The GSP employs full-time technicians trained in Iridium Pilot and marine electronics.
This service is available 24 hours a day and can be arranged by contacting Iridium Tier II Customer Care. Use of
the GSP for warranty repair/replacement is at the discretion of Iridium with authorization from the ISP.
The GSP technician will conduct all troubleshooting, remove and/or replace and return activities on behalf of
the ISP.
GSP partner roles and responsibilities include:
• Maintain a supply of replacement equipment
• Coordinate the dispatch of trained technicians for service calls
• Conduct on-board troubleshooting and remove/ replace activities
• Return faulty equipment to Iridium Authorized Repair Centers
• Assist in the determination of voided warranties
All GSP warranty service calls are dispatched by Iridium. To request GSP technician support, the ISP must
contact Iridium Tier II Customer Care.
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