Cyberoam RMA Policy

Geographical Scope: Global Except USA & India

Version 5.0
Last Updated: September-30-2013

Page 1 of 5

Index
1. RMA Procedure.... 2
1.1. Registering the RMA Request...2
1.2. Processing the RMA Request....2
1.3. Shipping the RMA unit and Receiving the Repaired / Replaced unit ..3
1.4. Voidance of Warranty / RMA Claim 3
1.5. Transfer of Appliance Registration & Subscription to New Appliance4
2. DOA (Dead on Arrival).4
3. Service Charges.4
4. Appendix Terms used in this Document5

This Cyberoam RMA Policy is subject to the terms and conditions of EULA. Accordingly, mere
acceptance of the product by Cyberoam as per the terms of this policy shall not, in any case, extend its
liability of whatsoever nature towards the Customer. Cyberoams liability to the Customer shall be
limited and to the extent what is stated in the EULA.

Cyberoam RMA Policy

Geographical Scope: Global Except USA & India
Version 5.0
Last Updated: September-30-2013

Page 2 of 5

Cyberoam RMA Policy

The RMA - Return Material Authorization - Policy document lists the guidelines to ensure that customers
and partners receive prompt Cyberoam support in the adverse event of a hardware problem.
1. RMA Procedure
1.1. Registering the RMA Request
In case of a problem with the Cyberoam hardware, customer must call the Global customer
Support Center GSMC (Global support management center) at the number given below:
Country

Toll Free Number

Non Toll Free Number

Europe

+44-808-120-3958

+44-203-355-7917

APAC

+1-877-777-0368

+1-973-302-8446

Middle East & Africa

+1-877-777-0368

+1-973-302-8446

Australia

+1800-244-359

+1-973-302-8446

Alternately, the GSMC can also be contacted through live chat at:
http://www.cyberoam.com/contactsupport.html
1.2. Processing the RMA Request
1.2.1. At GSMC, the TSR (Technical Support Representative) will check the unit's Support status
to process the RMA transaction. If the product is out of Cyberoam support, the TSR may
ask you to follow the Repair of out-of-support Appliance procedure before providing any
further support. Procedure for Repair of Out-of-support Appliance is explained in point 4.2
in this document.
1.2.2. Only after completion of Repair of Out-of-Support Appliances, the TSR will log the case
and generate a Reference Ticket (RT) number. In order to expedite the resolution of the
support request, the TSR may ask the customer to provide the following information. The
request may include, but is not limited to:
1.2.2.1.
Customer Company Name, Phone/Fax numbers, E-mail address
1.2.2.2.
Order Number or Invoice Number (As per your original invoice)
1.2.2.3.
Serial number (On the chassis of appliance)
1.2.2.4.
Cyberoam Item Number (SKU) and Number of Appliances to be returned
1.2.2.5.
GUI & CLI password\s
1.2.2.6.
Current version of Cyberoam software Under the section Appliance
Information on the Cyberoam Dashboard
1.2.2.7.
Types of servers in use (SMTP, FTP, HTTP, etc.)
1.2.2.8.
Secondary networks
1.2.2.9.
IP addresses or Syslog files, Hyper terminal Logs, relevant log messages.
1.2.2.10. Network diagram
1.2.2.11. Reason for return

Cyberoam RMA Policy

Geographical Scope: Global Except USA & India
Version 5.0
Last Updated: September-30-2013

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1.2.3. The TSR will try to ascertain the problem and make the appliance functional once more. If
he / she is unable to do so, the Representative will, in consultation with the customer,
confirms the unit as failed for RMA and provides a Reference Ticket number.
1.2.4. Upon getting the confirmation of RMA, the Customer is requested to fill the RMA Policy
form on http://www.cyberoam.com/cyberoam/jsp/rmainterface/rmaform/rmaframe.jsp.
1.2.5. On submission of the RMA form, an auto-generated RMA number is emailed to the address
mentioned in the form.
1.2.6. There will be a follow-up email from scm@cyberoam.com with the necessary guidelines
for smooth RMA of failed appliance and return of repaired /replacement appliance. Both the
RT and the RMA numbers must be stored and presented while communicating with the
support center or SCM Team at a later date for an update on RMA.
1.3. Shipping the RMA unit and Receiving the Repaired / Replaced unit
1.3.1. Cyberoam SCM team may ask you to coordinate with your local distributor for shipping
back the failed appliance and getting the replacement appliance.
1.3.2. Cyberoam reserves the right to provide only a replacement component instead of full
appliance to remedy the failure.
1.3.3. The failed appliance must be returned in the original shipping condition in which it was
received with original packaging material provided by Cyberoam.
1.3.4. In absence of the original packaging material, sender must use anti-static, anti-shielding,
and anti-conductive bags, and an appropriately rated substitute shipping container designed
to prevent jarring or movement, impact between multiple components, and damage due to
electrostatic discharge.
1.4. Voidance of Warranty / RMA Claim
Hardware warranty and RMA claim will be considered void under following situations:
1.4.1. Appliance received in damaged condition due to whatsoever reason
1.4.2. Warranty sticker is punctured or damaged
1.4.3. Appliance found to be damaged due to power voltage fluctuation
1.4.4. Subject appliance is out of valid support period
1.4.5. The appliance has been under misuse, abuse, unauthorized disassembly or modification,
operation in unsuitable environment, improper maintenance by customer, or any other
unknown situation, which Cyberoam shall not be responsible for, in such cases the cause
would be determined by Cyberoam in its sole unfettered discretion.
1.4.6. The damage is caused by natural disasters such as lightening, flood, fire, earthquake, etc.
Cyberoam may refuse to accept the delivery OR return the failed appliance without repairing
upon finding any of the above incidents.

Cyberoam RMA Policy

Geographical Scope: Global Except USA & India
Version 5.0
Last Updated: September-30-2013

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1.5. Transfer of Appliance Registration & Subscription to New Appliance

1.5.1. Upon receipt of the Replacement appliance, the customer needs to inform Cyberoam at
scm@cyberoam.com for transferring the balance of subscription validities.
1.5.2. Cyberoam will transfer the balance validities of failed appliance to replaced appliance in
two business days from the date of intimation from Customer.
1.5.3. Cyberoam reserves the right to hold such transfer of balance registration in case the faulty
unit from customer has not been shipped back to Cyberoam or its partner.

2. DOA (Dead on Arrival)

2.1. A unit is considered as DOA (Dead-on-Arrival) if the fault is reported within 15 days from the
date of the Customers purchase Invoice.
2.2. DOA claim has to be approved as per the process mentioned in section RMA registration and
Acceptance procedure of this document.
3. Service Charges
This section provides the circumstances under which the service charges will be imposed for repairing the
unit.
3.1. Service Charges are applicability if (includes but not limited to)
3.1.1. The support contract validity has expired.
3.1.2. The Warranty / RMA claim is void as per section 1.4 of this document.
3.2. Service charge for Repair of out-of-support Appliance
3.2.1. For Repair of out-of-support Appliance, SCM representative will inform estimate repair
service charge at the time of first intimation that can be ascertained once the unit is repaired.
Repair service charge includes material cost, labor charges and freight charge.
3.2.2. The customer needs to pay 50% of the estimated cost in advance to start the
testing/repairing. On receipt of the full payment, the appliance will be returned to the
Customer along-with the invoice for the repairing charges.
3.2.3. Handling charge will be levied if out-of-warranty repair request is cancelled by Customer
after Cyberoam diagnosing the defect. In such cases, Repair service charge includes
Handling charge and Freight charge
3.2.4. The lead time for such RMA Process will be communicated to the customer in advance but
may vary due to the severity and complexity of repair work.

Contact Information
E-mail : scm@cyberoam.com
Phone : 001-781-460-2080

Cyberoam RMA Policy

Geographical Scope: Global Except USA & India
Version 5.0
Last Updated: September-30-2013

Page 5 of 5

4. Appendix Terms used in this Document

Cyberoam
RMA
TSR
SCM
GSMC
RT
SKU
Customer

Cyberoam Technologies Private Limited

Return Merchandise Authorization
Technical Support Representative
Supply Chain Management
Global Support Management Center
Reference Ticket
Stock Keeping Unit
A customer can be the end-user or the channel partner taking care of end customer