FAQ ‐ Support Department Guidelines
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.
Warranty Support
Free Advance Replacement
Warranty Support
Free Depot-Repair
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
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