Warranty Repairs; Non-Warranty Services; Arranging Service - RadiSys EPC - 6A Hardware Reference Manual

EPC-6A Hardware Reference
Quick Exchange services (immediate shipment of a loaner unit while the failed product is
being repaired) or other extra-cost services can be arranged, but need to be negotiated in
advance to allow RadiSys to pool the correct product configurations. RadiSys does not
maintain a general "loaner" pool. Units are available only for customers that have
negotiated this service in advance.
RadiSys does not provide a fixed-price "swap-out" repair service, as customers have
indicated that issues of serial number tracking and version control make it more
convenient to receive their original products back after repair.

Warranty Repairs

Products under warranty (see warranty information in the front of this manual) will have
manufacturing defects repaired at no charge. Products sent in for warranty repair that have
no faults will be subject to a recertification charge. Extended Warranties are available and
can be purchased at a standard price for any product still under warranty. RadiSys will
gladly quote prices for Extended Warranties on products whose warranties have lapsed;
contact the factory if this applies.
Customer induced damage (resulting from misuse, abuse, or exceeding the product
specifications) is not covered by the standard product warranty.

Non-Warranty Services

There are several classes of non-warranty service. These include repair of customer
induced problems, repairs of failures for products outside the warranty period,
recertification (functional testing) of a product either in or out of warranty, and
procurement of spare parts.
All non-warranty repairs are subject to service charges. RadiSys has determined that
pricing repairs based on time and materials is more cost-effective for the customer than a
flat-rate repair charge. When product is received, it will be analyzed and, if appropriate, a
cost estimate will be communicated to the customer for authorization. After the customer
authorizes the repair and billing arrangements have been made, the product will be
repaired and returned to the customer.
A recertification service is provided for products either in or out of warranty. This service
will verify correct operation of a product by inspection and testing of the product with
standard manufacturing tests. There is a product-dependent charge for recertification.
There are only a few components that are generally considered field-repairable, but,
because RadiSys understands that some customers want or need the option of repairing
their own equipment, all components are available in a spares program. There is a
minimum billing charge associated with this program.

Arranging Service

To schedule service for a product, please call RadiSys RMA Dispatcher directly at (800)
256-5917. Have the product model and serial numbers available, along with a description
of the problem. An RMA Dispatcher will issue a Returned Materials Authorization
(RMA) number, a code number by which we track the product while it is being processed.
Once you have received the RMA number, follow the instructions of the RMA Dispatcher
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