After the RMA has been confirmed, a advanced replacement unit will be sent.
Transportation costs and duties, will be paid for by One Identity.
Replacement hardware will only be provided following initial research and problem qualification through One Identity Support. At that stage should it be assessed that an RMA needs to be actioned this would be processed through our fulfillment team against a target next day delivery service. Note that In certain geographical areas next business day delivery may not be possible in practice due to carrier or local customs limitations.
Returning the defective appliance
A pre-paid returns shipping label will be included with the replacement device or emailed to you. The defective appliance should be packed up and the shipping company contacted for pickup, the instructions for this are on the returns label. Please use the provided return address label found in the box, the returns label is valid for 30 days. Return labels will not be reissued after they have expired.
We recommend customers remove all data from the hard drives in accordance with their company’s standard policies before returning the entire appliance. Immediately on receipt at One Identity when RMA appliances are returned, a secure wipe is performed on the drive through a bitwise image and re-encryption process ensuring the complete removal of any remaining customer data. Should customers require a more extensive data wipe to be performed this can be requested from One Identity in advance. If the storage devices are removed and not returned to One Identity then a cost will be incurred to the customer. For information and costs with relation to keeping the hard drives please contact your One Identity account manager / sales rep via sales@OneIdentity.com the part code is HDD-SFG-CH.
One Identity shall pay any transportation costs incurred with the redelivery of a repaired or replaced item and the costs incurred of returning the defective unit back to One Identity. If, however, One Identity reasonably determines that the item is functional, the customer shall pay any transportation cost. If One Identity determines, at its sole discretion, that the allegedly defective item is not covered by the terms of the Warranty provided here under or that a warranty claim is made after the Warranty Period, the cost of repair by One Identity , including all shipping expenses, shall be paid by customer.
NOTE - One Identity Support may request additional information when shipping an RMA to certain countries. This is due to country specific limitations and regulations which may result in delays in receiving your RMA. Some of these countries include Saudi Arabia, Mexico, China, India, Brazil, Egypt, Russia and others.
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