In the event that an advance replacement is required, the Customer should contact the Videns Service Desk by opening a ticket in the Videns Support Portal to request the advance replacement. When the advance replacement is authorized by Videns IT Services, the Videns Service Desk will send the Customer a RMA form* and instructions , including RMA number. The Customer is asked to complete the RMA form and to attach the form using the generated ticket in the Videns Support Portal.
After RMA authorization, and upon submission of the RMA to the supplier, Videns will send the replacement device by express courier according to the following SLA:
|Time of shipping if RMA received < 3:00PM CET||Same day|
|Time of shipping if RMA received > 3:00PM CET||Next business day|
The faulty part must then be received back at an authorized Videns hardware return location within the next 10 business days.
* See below: Downloads -> Service description -> Videns RMA Form