RMA FAQ

1. What is a RMA?

RMA is an acronym for Return Material Authorization. A RMA number is assigned to the service order that is created when a customer requests repair or service of product believed to be defective. RMA numbers are required for all service and repair work performed by Radisys Repair Centers. The RMA number is provided to the customer after successfully providing the information needed to create the service order.

2. Why do I need a RMA?

A RMA number indicates that the repair and service of a product has been authorized and that a repair order containing information that describes the product, problem, and customer has been properly created. RMA numbers are required for all product service and repair. Our Repair & Service centers will refuse delivery of any product that does not have a valid RMA number.

3. What is the RMA Self–Service Portal

The RMA Self–Service Portal is a web–based application that enables you to manage your Radisys service order activity at any time eliminating the need to submit a case to Radisys Global Services. In the RMA Self–Service Portal, you can create a service order as well as view the progress of your service order, view service order shipment and delivery information, and find product information such as product code, product description and product warranty status. Access to the RMA Self–Service Portal is not enabled by default. We only provide access to customers for which we have confirmed certain information such as billing and shipping addresses and that have met other Radisys Corporation Repair & Service Customer Requirements. Please submit a Account Administration case if you need access to the RMA Self–Service Portal or have questions regarding the information needed to obtain access.

Premier Support Portal Users

If your account has been configured to access this portal, you should see a RMA Activities tab at the top of your screen.

Warranty Support Portal Users

If your account is configured to access the portal, you should see a RAM Activities links on your Home Page.

4. Do I need a User ID to request an RMA number?

Yes. A user id to access the Warranty Support Portal is required to request an RMA number or obtain a RMA number using the RMA Self–Service Portal.

5. Who can request RMA numbers?

All customers that have purchased a Radisys hardware product are entitled to warranty repair service and may request a RMA number. U.S. Customs Export and other regulatory compliance require that we confirm certain information before authorizing the return of a product to our repair centers. If upon logging into your appropriate portal you see a RMA Activities tab or link, you may use the RMA Self–Service Portal to obtain a RMA number. If you do not see this tab or link, please contact your Radisys Global Services representative for assistance.

6. What is my warranty period?

Most Radisys hardware products are sold with a 2–year warranty period. The period begins when the product is shipped from our factory. Some products may have a shorter or longer period. This information will be described in your user manual. You can also user the RMA Self–Service Portal to identify the warranty period and status of your product.

7. What services does my warranty entitle me to?

Your standard hardware warranty entitles you to the repair of defects that may occur during the warranty period. Please see the complete Standard Hardware Warranty Statement for this information.

Important Note: Our Hardware Warranty Agreements do not provide technical support services and providing access to the Warranty Support or Premier Support Portal is not an offer of technical support. Technical Support services require the purchase of a Technical Support Agreement (TSA). Although the portals may allow customers to submit requests for technical support, we offer no guarantee of response times or resolution. We will respond on a best–effort basis. If your company has an in–force TSA, Global Services will respond to your technical support questions per the terms of that agreement.

8. My product’s warranty has expired, now what?

Repair and service or most products is available long after expiration of the standard warranty period however a purchase order is required in advance. You should follow the same process of obtaining a RMA number for your out–of–warranty products as you would for a product with a active warranty. The RMA Self–Service Portal will inform you of the steps required to complete the process.

9. What if the RMA Self–Service Portal does not recognize my serial number?

If you have confirmed that you have entered the serial number as it appears on the Radisys serial number label of the product, do not stop. Please continue with the process and click the [REQUEST RMA] button. The RMA Self–Service Portal will assign a Customer Interaction Center Issue number to your request and a member of Global Services will contact you to follow–up and resolve.

10. How do I obtain a RMA for a product without a serial number?

The quickest method for obtaining a RMA is to use the RMA Self–Service Portal. To obtain an RMA:

• Log into the Customer Interaction Center.
• Select the RMA Self–Service link or tab
• Select Service Order (RMA) Request.
• Follow the instructions of the wizard–like interface and enter the information when requested. See Using the RMA Self–Service Portal for additional information.
• When asked to enter a serial number, enter “UNKNOWN” or “NOT SERIALIZED”.
• When asked to enter a Product Code, enter the Radisys part number of the product.
• Please continue with the process and click the [REQUEST RMA] button.

The RMA Self–Service Portal will assign a Customer Interaction Center Issue number to your request and a member of Global Services will contact you to follow–up and resolve.

11. How do I check to see if product I shipped to Radisys Repair & Service Center was received?

Use the RMA Self–Service Portal to check on the status of your service order (RMA).

To view the latest status of a service order (RMA):

• Log into the Customer Interaction Center.
• Select the RMA Self–Service link or tab
• Select View Service Order (RMA) Status.
• Follow the instructions of the wizard–like interface and enter the information when requested. See Using the RMA Self–Service Portal below for additional information.
• Click [FIND RMA's] button.

12. Where do I ship my product after I’ve received my RMA number?

We have several Repair & Service centers located across the globe. The RMA Self–Service Portal will inform you of where to ship your product. Please note that it is identical products maybe repaired at different locations and it is important to read the Repair Center Address information provided the RMA Self–Service Portal when it provides you with your RMA number. The application also gives you the option to print the repair center address.