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About Clavister's Advanced Hardware Replacement Service
All Clavister's hardware products, such as the Clavister Security Gateway appliance series, come with a one or two years standard RMA warranty service.
In addition to the standard RMA (Return and Repair) service, Clavister offer a hardware replacement service to ensure fast delivery of replacement products or spare parts in the rare case of a hardware failure. When a hardware problem has been confirmed by a Clavister support engineer, an equivalent product or spare part is shipped to the customer premises within the next business day.
These conditions will only apply to failure of the product(s) if Clavister is informed of the failure within the valid period of the service and no later then thirty (30) days after that the failure was or ought to have been noticed by the customer. The advanced hardware replacement service will not apply to products from which serial numbers have been removed or to defects resulting from unauthorized modification, operation or storage outside the environmental specifications for the product, in-transit damage, improper maintenance, defects resulting from use of third-party software, accessories, media, supplies, consumables or such items not designed for use with the product, or any other misuse. Any replacement Hardware will be warranted for the remainder of the original warranty period or thirty days, whichever is longer.
The Advanced Hardware Replacement Service must be ordered within 30 days counting from the "Start Date" as defined below and may be extended in periods of 12, 24 or 36 months at a time. The service must be extended no later then 30 days after the expiration of the service.
Start Date means the earlier of Product registration or ninety (90) days following shipment from Clavister.
Clavister, may, at it's sole discretion choose not to approve an extension of a hardware replacement service.
The advanced hardware replacement may be obtained by contacting Clavister within the applicable service period, and requesting a Hardware Replacement Return Material Authorization (RMA) number. If the product in question has not been registered with the Clavister client web pages, then a proof of purchase (such as a copy of the dated purchase invoice) must be provided. If Purchaser's circumstances require special handling, then at the time of requesting the Hardware Replacement RMA number, Purchaser may also propose special procedures as may be suitable to the case.
After an Hardware Replacement RMA number is issued, the defective product must be packaged securely in the original or other suitable shipping package to ensure that it will not be damaged in transit, and the Hardware Replacement RMA number must be clearly marked on the outside of the package. The package must be mailed or otherwise shipped to Clavister, within 15 days from the recipient of the replacement parts or device, with all costs of mailing/shipping/insurance prepaid. Clavister shall not be responsible for any of the Purchaser's software, firmware, information, or memory data contained in, stored on, or integrated with any product returned to Clavister pursuant to this service.
Any package returned to Clavister without a Hardware Replacement RMA number will be rejected and shipped back to the Purchaser at the Purchaser's expense. Clavister reserves the right in such a case to levy a reasonable handling charge in addition to mailing and or shipping costs.
Additional information
Hardware Replacement Request Form
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