In order to minimize outage time we provide an advance replacement unit in case of a hardware failure.
Provided that the customer has a valid support contract, the Hardware Support consists of advance replacement of faulty hardware devices after the failure diagnostic has been agreed by Technical Support. Shipping of a replacement device will occur on the Next Business Day (NBD) at the latest.
The faulty equipment must be returned to a Videns authorized location within 10 business days.
In order to request a RMA, the customer must log a ticket at Videns Support Portal including the following information:
- Faulty site/device name
- Brief description of the problem
- LPOC contact details (phone, address, email)
- Shipping address
- (Optionally) Serial number
Upon receipt of the RMA request Videns Support will guide you through the appropriate RMA procedure.