To request a RMA number, the customer must submit a service request via the Support Portal, or by calling Support using one of the Regional Contact Numbers listed here.
When contacting Support, please provide the following information:
1/ The issue
2/ The serial number.
3/ The software version of Safeguard appliance.
4/ Contact details for the replacement Safeguard appliance - please include:
- Contact Name
- Contact Phone number
- Contact email
- Full address including Company Name, Building Name, Street number, City, Post Code, State/Province & Country
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 United Kingdom, Saudi Arabia, Mexico, China, India, Brazil, Egypt, and Russia.
Shipments to the United Kingdom will require the companies VAT number and EORI (Economic Operators Registration and Identification) number.
On March 1, 2023, there was an update to the European Union’s Import Control System (ICS2)
for all goods entering the EU, Norway, and Switzerland by air. With this update, express couriers like UPS, FedEx, DHL and Freight forwarders are required to provide customs authorities with customs data prior to departure for shipments entering the European Union, Norway, and Switzerland.
As a Part of this, customers will need to provide an EORI or TAX ID number
. This is not the same as the customer’s VAT number. Please note that this information is not a new requirement. What is new is that this number must be sent by the shipper prior to the shipment of the appliance.
Please note that for Norway
this is called an Organization number
. For Switzerland
this is called a Unique Identification number
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.
Once an RMA is issued, the product must be received no later than 15 days from the issue date of that RMA. Any product received without a valid RMA number or after 15 days from the issue date of the RMA may be refused. RMA numbers must be clearly marked on the return address label below and taped to the return package. If you are unable to use the label below, simply write the RMA number on the actual shipping label. If your item was packaged in a retail box, please do not write the RMA number on the box or any other materials included with the item.
If you are returning a product for replacement, please send in the hardware only unless otherwise instructed by support, ie., please retain any manuals, driver disks, cables, and retail boxes that you might need later.
If the RMA shipment arrives with all accessories, you will need to return all these items (including where applicable; rails, retail boxes, manuals, cables, driver disks, I/O plates, cpu retention clips, etc.) You will be billed for any missing items.
Please package returned items in a suitable fashion so as to insure safe shipping.
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.