What to expect once I contact Iron Networks for a support claim?
When you contact Iron Networks to open a support claim you will be asked for some information about your product including the
product name and serial number so that Iron Networks can confirm your product is still within a valid support period and identify the
level of support to which you are entitled. Iron Networks will ask you to describe the symptoms that your product is experiencing and
the troubleshooting steps you have already taken to determine the product is not functioning properly. You may also be asked to
provide some information about the product’s configuration and software/firmware version as well as your network topology and
environment.
Upon receiving this information, Iron Networks will then decide if some additional troubleshooting steps are necessary to confirm the
product is not functioning properly. Iron Networks will ask you to perform these steps and can answer questions you might have
about how to perform the steps. In some instances, Iron Networks may ask you to upgrade to a more current version of
software/firmware on your product as part of the troubleshooting.
In order to help minimize the impact of a possible failure, it is important that you assist Iron Networks with the troubleshooting. For
example, if a symptom is actually due to a configuration issue and not a hardware failure, sending you a replacement appliance will
not resolve the issue and may result in additional network downtime for you.
Once Iron Networks has determined that your product is having a failure covered under Warranty Support or a valid premium
maintenance contract, Iron Networks will send a replacement appliance to you through our Advance Exchange Return Material
Authorization (RMA) process.
How long before Iron Networks ships a replacement appliance? Will I get a replacement next day?
In most parts of the world where Iron Networks sells products, Iron Networks can send your replacement appliance for delivery
sometime during the next business day if your appliance is still within the Warranty Support period or covered under an active
premium maintenance support contract. This is contingent upon Iron Networks confirming the product failure and processing the
RMA order prior to the shipment cutoff time. To find out the specific shipment cutoff time for your location, please see the
“Repairs and Returns― paragraph on the Guidelines and Policies page. In countries where Iron Networks can typically provide
next business day delivery, there can be remote locations where delivery will take extra time, so please contact Iron Networks if you
want to check on your location.
If your appliance is not within the Warranty Support period or under an active support contract but is still covered under the Hardware
Warranty the appliance is required to be returned to Iron Networks’s factory for further evaluation before it can be repaired,
replaced and shipped back to you. This process may take up to seven or more days to complete from the date of receipt at Iron
Networks service depot.
What I need to do once I receive a replacement appliance from Iron Networks?
Warning: When removing or installing an appliance, follow the general installation safety instructions provided in the Getting Started
Guide and Administrator’s Guide that shipped with the appliance to avoid injury or damage to the unit.
After you receive the replacement appliance you need to remove the defective appliance and install the replacement unit. You should
also verify the replacement appliance has the appropriate software/firmware level loaded and, if applicable, restore the configuration
onto the replacement appliance.
Be sure that you remove any accessories, cables and cords that you may have installed in or attached to your appliance before
returning the defective unit to Iron Networks. Examples include power supplies (both primary and redundant), modules for a chassis
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