IRON 100 - User Manual

FAQ ‐ Support Department Guidelines
www.ironnetworks.com
How long is the Warranty Support coverage for my Iron Networks product?
Warranty Support is the initial support coverage that comes with new Iron Networks products. It provides for technical support,
software and firmware updates, Advance Exchange hardware replacement and more. Please refer to the following table for
information on Warranty Support periods by product.
Product Support
Warranty Support
Free Advance Replacement
Warranty Support
Free Depot-Repair
Model 100 / 500
30 Days
1 Year
Model 1000 / 1100 / 1200
30 Days
1 Year
Model 2100 / 2200
30 Days
1 Year
Model 3200
30 Days
1 Year
Model 5200
30 Days
1 Year
What is the coverage period for Iron Networks Hardware Warranty?
Hardware Warranty is the hardware coverage that comes with new Iron Networks appliances. It provides for hardware repair (or
replacement, at Iron Networks discretion) should it be determined that the appliance is defective. In such instances, Iron Networks
will repair (or replacement, at Iron Networks discretion) the defective appliance via return-to-factory shipment. The hardware warranty
period is one year for all Iron Networks appliances.
Does my support contract cover advanced replacement of hardware should a hardware failure occur?
Yes, the premium support contract provides advance replacement of hardware for hardware related failures. More details and pricing
information is available in the program descriptions. Premium maintenance packages extend the standard warranty support and are
available for a term of 1 year, 2years, 3 years and 5 years.
When does support begin?
Support begins the day that your product was shipped.
What is Iron Networks Support Center Portal (support.ironnetworks.com)?
Iron Networks Support Center is the new Iron Networks support web portal that allows customers to manage their support cases,
search an integrated knowledge base, and download latest releases or support packs, and access technical documentations.
What information is needed for me to open a new support case?
Before opening a support case you should:
1. Check the product documentation. Read the Getting Started Guide and the Administrator Guide included on the Resource
CD that comes with your Iron Networks solution. Or, you can go to the Support Reference Library on Iron Networks.com to
find a digital version (PDF) of the latest guide, technical note or FAQ you need.
2. Look in the latest release notes for your product to see if the symptoms you are seeing might be due to a known issue that
has been resolved in a more recent version of the firmware. If so, consider updating your firmware (FFRS) to see if it

Summary

Iron Networks Product Warranty Support Coverage

Iron Networks Hardware Warranty Coverage Period

Support Contract Advanced Hardware Replacement

Information Needed to Open a Support Case

Finding Iron Networks Product Serial Number

Getting Help and Opening a Support Ticket

What to Expect When Contacting Iron Networks Support

Replacement Appliance Shipping and Delivery Times

Receiving and Installing a Replacement Appliance

Iron Networks Replacement Appliance Options

Replacement Appliance Hardware Warranty

Returning a Defective Unit with RMA

Relocating Iron Networks Product Internationally

Reselling Iron Networks Products and Warranty Transfer

Warranty Coverage with Third-Party Products

Warranty Coverage After Product Modification

Damage Caused by Lightning Strikes

Damage Caused by Power Surges

Support for Non-Hardware Warranty Issues

Information on Additional Iron Networks Services

Arranging Product Training Sessions

Renewing Your Iron Networks Support Contract

Returning Evaluation Units After Completion

Iron Networks WEEE Compliance

Overview

1. Function Description
2. Important Technical Specifications
3. Usage Features
4. Maintenance Features

The provided document outlines the support guidelines and warranty information for Iron Networks products, which appear to be network appliances or hardware solutions.

Function Description:

Iron Networks products are network appliances designed to provide various functionalities within a network infrastructure. While the specific functions are not detailed, the context suggests they are critical components that may handle tasks such as network management, security, or data processing. The support documentation emphasizes hardware replacement, software and firmware updates, and technical assistance, indicating that these products are sophisticated devices requiring ongoing maintenance and support. The mention of "network topology" and "configuration" further suggests their role in managing and optimizing network environments.

Important Technical Specifications:

The document categorizes products into several models, each with specific warranty periods:

• Model 100/500: 30 days for Free Advance Replacement, 1 year for Free Depot-Repair.
• Model 1000/1100/1200: 30 days for Free Advance Replacement, 1 year for Free Depot-Repair.
• Model 2100/2200: 30 days for Free Advance Replacement, 1 year for Free Depot-Repair.
• Model 3200: 30 days for Free Advance Replacement, 1 year for Free Depot-Repair.
• Model 5200: 30 days for Free Advance Replacement, 1 year for Free Depot-Repair.

The "Hardware Warranty" for all Iron Networks appliances is one year, covering repair or replacement of defective hardware at Iron Networks' discretion via return-to-factory shipment. Premium support contracts extend this standard warranty and offer advance replacement for hardware failures, available for terms of 1, 2, 3, or 5 years.

The appliances are designed to operate within specific environmental specifications, as damage caused by events like lightning strikes or power surges (which fall outside these specifications) is explicitly excluded from warranty coverage. This implies a need for stable power and environmental conditions for optimal performance and warranty adherence.

Usage Features:

Users interact with Iron Networks products through various interfaces and support mechanisms:

• Graphical User Interface (GUI): The serial number can be found via the GUI (ONEface interface) displayed at the top of the web page, indicating a web-based management interface for configuration and monitoring.
• Product Documentation: Each product comes with a Resource CD containing a Getting Started Guide and Administrator Guide. Digital versions (PDF) are also available on the Support Reference Library on Iron Networks.com. These guides provide instructions for installation, configuration, and troubleshooting.
• Support Center Portal: The "Iron Networks Support Center Portal" (support.ironnetworks.com) is a web-based platform for customers to manage support cases, access an integrated knowledge base, download software/firmware releases and support packs, and view technical documentation.
• Diagnostics: The management interface includes system diagnostics tools to help troubleshoot common network problems.
• Firmware Updates: Users are encouraged to check release notes and update firmware (FFRS) to resolve known issues. An active support agreement is required to download the latest firmware.
• Support Case Opening: To open a support case, users need to provide specific information: the appliance's name and serial number, their contact details (name, email, phone), a detailed description of the problem (when it occurred, frequency, severity), troubleshooting steps performed, firmware version, and any relevant log files, screenshots, or error messages.
• Relocation and Resale: Products can be relocated to other countries, with warranty and support remaining active if Iron Networks markets or supports the product in that country, though limitations may apply due to local government restrictions. Products can also be resold, with the remaining Hardware Warranty transferring to the new user. Active support contracts can be transferred with written consent from Iron Networks, potentially involving a transfer fee.

Maintenance Features:

Iron Networks provides comprehensive maintenance and support features:

• Warranty Support: Initial coverage includes technical support, software/firmware updates, and hardware replacement.
• Hardware Warranty: A one-year warranty covers repair or replacement of defective hardware.
• Advance Exchange: Premium support contracts offer advance replacement of hardware for failures, with next business day delivery possible in many regions if the failure is confirmed and RMA processed before the shipment cutoff time.
• Depot-Repair: For products outside the Advance Exchange period but still under Hardware Warranty, the appliance must be returned to the factory for evaluation, repair, and shipment back to the customer, a process that can take seven or more days.
• Return Material Authorization (RMA): An RMA number, issued by an Iron Networks Support Engineer, is required for returning defective units. Instructions for returning the product, including proper packaging and inclusion of the RMA number, are provided. Users must return defective appliances within 10 days to avoid being billed the retail price of the replacement unit.
• Replacement Appliances: Iron Networks may provide new, equivalent, or remanufactured appliances as replacements. These replacements are covered under the same Hardware Warranty terms or the remainder of any active support contract, whichever is longer.
• Installation and Configuration of Replacements: Upon receiving a replacement, users must remove the defective unit, install the new one, verify the software/firmware level, and restore the configuration. All accessories, cables, and cords from the defective unit must be removed before returning it.
• WEEE Compliance: Iron Networks is establishing a product recycling program in compliance with the WEEE Directive, indicating a commitment to environmentally responsible disposal of their products in European countries.
• Exclusions: Warranty coverage does not apply to defects caused by third-party software/interfacing/supplies, improper use, unauthorized modification, maintenance, repair, lightning strikes, or electric power surges that operate the product outside its published environmental specifications.
• Additional Services: Iron Networks offers additional services and consulting, including network design, consultation, and configuration recommendations, which are available through other services or local resellers. Training on products is also available.
• Support Contract Renewal: Support contract renewals are managed by the reseller or an Iron Networks sales representative.

The document serves as a comprehensive guide for customers to understand their warranty, support options, and procedures for maintaining their Iron Networks products.

IRON 100 Specifications

General

Brand	IRON
Model	100
Category	Chainsaw
Language	English