User Manual

TeraHop Networks IMS Installation and Operation Manual V1.1 08-0000-01-R1
174
10.3 How to Return Equipment
10.3.1 Return Material Authorization (RMA) Process Overview
The process is initiated by a TeraHop Networks (THN) Channel Partner (CP) or customer
contacting THN Customer Service (CS) and requesting permission to return a component
due to a defect. The TeraHop Networks Customer Service Technical Support Analyst
(TSA), in conjunction with the requesting party, will determine the reason for the return
request, assign an RMA number, and either email or point the requestor to the RMA form
located on the online TeraHop Networks Customer Relationship Management (CRM)
System. The CP or customer will specify if the repair/return option or swap/return option
should be used, and mark the RMA form appropriately. Turnaround time for repair/return
and swap/return parts will be according to the standard time frame shown in the table
below. After the defective part is received, the timeframe for the turnaround of the
repair/return or swap/return begins. Once you verify the replacement part is functioning
properly, and the defect (if any) is documented by THN, THN CS will close the RMA.
When you (the CP) need an RMA number, do the following:
1. If you have the part in stock, replace the defective part within the system.
2. Call THN CS to request an RMA.
3. If the part is under warranty or a subsequent maintenance agreement, the THN TSA
issues an RMA number to you.
4. If the part is not under warranty or a subsequent maintenance agreement, THN will
notify you that you will be billed for the replacement part and labor. If you agree, the
THN TSA issues an RMA number to you.
5. Specify on the RMA form if the repair/return option or swap/return option is to be
used.
6. Return the part to THN along with the completed RMA form. The turnaround time is
outlined in the table below.
7. THN follows the return option on the RMA form and sends back the
repaired/swapped part.
8. THN bills for out of warranty (OOW) parts and labor. The costs are outlined in the
table below.
9. Upon receipt, install the repaired/swapped part and confirm that it is working
properly. The THN TSA will follow up with you (after notification from THN
Manufacturing that the replacement part has been shipped) to verify the part is
working properly. This follow-up will be either by phone call or e-mail, and will be
required in order to close out the RMA process.
10. Once you confirm that the new part is received and/or working properly, THN closes
the RMA.
11. THN will analyze the defective part and inform you of the findings.