Warranty Q&A – Lysora
DISCLAIMER: The contents of documents below are intends to provide brief reference for you to understand our LYSORA TECHNOLOGY INC., service policy. Kindly please contact our LYSORA TECHNOLOGY INC. local account manager to seek for clarification if you have doubt or uncertain on our service support matters.
Rights and obligations relate to services support shall be born to agreement between LYSORA TECHNOLOGY INC. and its customer(s).
LYSORA TECHNOLOGY INC. reserves the right at any time to change, modify, revise this publication in its sole discretion with or without notice.
Lysora Technology Service Policy V1.0 Frequent Ask Question:
Hardware Warranty Section
Q1. How long was the warranty entitlement will I get after purchase of Lysora Technology product?
Answer: Every Lysora Technology product sold regionally will entitle of 36 months of manufacture hardware warranty coverage; whereby customer could engaged Lysora Technology Distributor to process Return Material Authorization (RMA) services by sending the faulty device (i.e. Return For Repair :RFR) to Lysora Technology services depot for warranty claims.
Q2. Can you explain how soon I will get my faulty hardware return after RMA claims?
Answer: Delivery time of RMA unit may vary depending on customer shipping location and Lysora Technology Distributor location and is performed at best effort basis. Customers should allow for additional transit time due to international customs clearance. Below please find the RMA return schedule policies:
- Return to Repair with 15 Calendar Day Ship-Out: RFR: 15CD-Ship; generally applicable for Lysora Technology product sold regionally.
- Hardware Replacement with 5 Calendar Day Ship-Out: HR: 5CD-Ship (for 1(st) 12 month) plus Return to Repair with 15 Calendar Day Ship-Out (RFR: 15CD-Ship) on selected Lysora Technology product.
Q3. Are Lysora Technology product come with Lifetime Warranty?
Answer: Our Lysora Technology product come with 36 months standard warranty coverage;
‘Standard Hardware Warranty’ guarantees that the hardware will be free of defects in material and workmanship under normal use, Our service center will use commercially reasonable efforts to repair or replace the defective product and ship the repaired or replacement part for delivery within 15 working days. Actual delivery times might vary depending on customer location.
‘Standard Software Warranty’ guarantees that the physical media are free from defects, or they will be replaced by Lysora Technology. Also, the warranty guarantees that the software generally conforms to the published specifications for the product. Software is provided “as is,” and in no event does Lysora Technology warrant that the software is error free or that customer will be able to operate the software without problems or interruptions.
No more hardware/software upgrade, new features development or bug fixes after the Standard Hardware Warranty and/or Standard Software Warranty period.
Kindly please be refer to our local Lysora Technology account manager for product warranty if needed.
Q4. What does the ‘End of Sales’ mean?
Answer: Lysora Technology considers a product at End of Sale when either it can no longer be ordered from Lysora Technology, or it is marketed as being End of Sale on the Lysora Technology web site. Lysora Technology will no longer accept new software feature or hardware upgrade when the product at End of Sales.
When possible Lysora Technology will either offer a more current revision of the same product or provide recommendations on a migration strategy. Lysora Technology communicates product End of Sale through this webpage. Lysora Technology strives to notify customers 6 months in advance, when possible, through this online mechanism.
Q5. At what point does Lysora Technology Product Warranty coverage start?
Answer: A warranty is available during a specific time period (the “Warranty Period”) commencing from the Warranty Start Date. The Warranty commences from the date of shipment to the customer by default if there is no other valid warranty document provided except the product bar code. (And in case of resale by a Lysora Technology Authorized Reseller or Value-Added Partner, not more than 180 days after original shipment by Lysora Technology.).
Q6. What hardware components are covered under the Lysora Technology Hardware Warranty?
Answer: Lysora Technology Product Warranty provides complete coverage for the base unit, including power supplies (Internal, Modular and Hot Swap Plug-in) and fans within the unit. Any additional parts (i.e. pluggable transceivers: SFP, XFP, SFP+) have a standard Lysora Technology warranty. The warranties do not extend to normal wear due to Product use, including consumables.
Q7. In the event of hardware warranty claims; what items should be returned to Lysora Technology Distributor for processing the RMA?
Answer: If the base unit is defective all modular parts and cables should be removed from the unit (SFP, XFP, SFP+, DC-DC Power Supplies, etc.) before returning the base unit back to Lysora Technology Distributor for RMA process.
Additional components such as optional redundant power supplies and SFPs should be removed prior to returning the unit to Lysora Technology Distributor as well. (Note: Please be specific on the Part Number Code to ensure correct field replacement units.)
Optical and Copper modules (SFP, XFP and SFP+) all have a standard product warranty. If these pluggable items should fail during the standard warranty period they also can be replaced through the RMA process.
You will need to remove all Modular and Pluggable devices from the defective unit and transfer to the RMA return unit upon received from Lysora Technology Distributor.
You will need to backup the configuration data, files, data and program before returning any Hardware Product for warranty claims through Lysora Technology Distributor.
Maintain a procedure to reconstruct your lost or altered configuration data, files, data, or programs that is not dependent on the Lysora Technology Hardware Product under warranty support.
Service Support Section
Q1. How are the service support commitment to us?
Answer : Remote technical assistance includes technical consultation, troubleshooting, and bug fixing. Such technical assistance is provided by Lysora TAC or Lysora Post sales from 9:00 a.m. – 18:00 p.m.(local customer time) from Monday to Friday via both Lysora Support Email and Lysora Service Portal (Lysora Technology Case Portal)
To deal with Medium to Critical severity support, kindly please contact our Lysora Technology Certified Service Representative for assistant. Our Lysora Technology Certified Service Representative will provide necessary standard 8*5*NBD business day technical support by default and for higher service level agreement support will subject to charges by our Lysora Technology Certified Service Representative.
Lysora Technology s Certified Service Representative refer as: Lysora Technology Authorized Service Partner or Lysora Technology Industry Specialist Partner who’s own Lysora Technology Certified support team
Q2. Will Lysora Technology provide direct technical support to us either via Remote or Onsite? (from Lysora Technology product End User perspective)
Answer: We are current offer such services via our Lysora Technology Certified Service Representative to address the respond time in cost effective manner to our end customer. Whereby End Customer could always facilitate our Support Email and/or report incident via our Lysora Technology Case Portal and we will assign appropriate service representative to address your concern by using our Lysora Technology products.
Q3. Will Lysora Technology provide express hardware replacement program to address my service level requirement? (From Lysora Partner and Lysora End Customer perspective)
Answer: We are currently collaborate with our local Lysora Technology Distributor to setup an Spare Part center on handling such request; In general and according to our Lysora Technology hardware warranty policy, selected product will entitle for express RMA hardware exchange with our Spare Part collaboration partner/distributor.
Q4. Did Lysora Technology own any support center locally? (from Lysora Technology Partner and End Customer perspective)
Answer: We are currently own our post-sales support division cover region for America, Canada, India, Japan and so on.
Whereby, we are collaborate with our local Lysora Authorized Service Partner or Lysora Industry Specialist Partner on handling customer demand for service level beyond 8*5 next business day support. As our Authorize Service Partner or Industry Specialist Partner support team are capable to deliver service level such as 8*5*4 business day and 8*5*NBD remote and onsite support. Our Lysora Technology Authorized Service Partner or Lysora Technology Industry Specialist Partner) are trained and certified by Lysora Technology to handle full or specific range of Lysora Technology products.