Diamanti Return Merchandise Authorization (“RMA”) Policy
IF YOU ARE A CUSTOMER OF DIAMANTI WITH a DIAMANTI-BRANDED PRODUCT, AND ARE AUTHORIZED BY DIAMANTI TO RETURN SUCH PRODUCT PURSUANT TO THE DIAMANTI EXPRESS LIMITED WARRANTY (WHICH CAN BE FOUND AT www.diamanti.com/legal OR THE DIAMANTI SUPPORT AGREEMENT (WHICH CAN BE FOUND AT www.diamanti.com/legal, YOU MUST COMPLY WITH THE TERMS OF THIS RMA POLICY FOR SUCH RETURN.
1.1 “Equipment” means the hardware purchased by a Customer, upon which the Software runs and operates. Equipment may be branded by Diamanti (“Diamanti Equipment”) or by a third-party OEM (“OEM Equipment”), and subject to a separate purchase or ordering document. Equipment may be commonly referred to as nodes or appliances.
1.2 “Products” means the Diamanti Equipment and Software.
1.3 “Software” means the object code version of the Diamanti computer software licensed for use on Equipment pursuant to the Diamanti EULA, which can be found at diamanti.com/legal, or to be used on OEM Equipment pursuant to an End-User License Agreement with the OEM provider of such OEM Equipment.
2. RMA Events
In the event that the Customer experiences a failure with their Diamanti-Branded Equipment, the Customer is required to open a case with Diamanti Support to evaluate the failure. This will be done by analyzing the tech support file from the Diamanti Equipment and other log files. If it is determined that the Diamanti Equipment or part needs to be replaced or repaired, the Diamanti Customer Support Engineer will inform the Customer that Diamanti will be replacing the part and or Diamanti Equipment. The RMA number will be the same as the case number. When an RMA is issued, the Customer must provide the shipping address for the part, the point of contact and phone number for the point of contact, prior to Diamanti shipping the replacement part(s) or Diamanti Equipment. Diamanti will then ship the replacement part(s) or Diamanti Equipment to the address provided by the Customer. The shipping time will be determined by the support plan for that piece of Diamanti Equipment affected.
3. Return of Failed Diamanti Equipment
Replacement Diamanti Equipment will be shipped with a return shipping label. If a return label is not included with the replacement Diamanti Equipment, the Customer needs to contact Diamanti Support to receive a shipping label.
Customer is responsible for shipping the failed Diamanti Equipment to Diamanti within ten (10) business days of receipt of the replacement Diamanti Equipment. Failure to ship the failed Diamanti Equipment within the ten (10) business day time frame will result in the Customer being invoiced for the replacement equipment. If a Customer has to request a return shipping label the ten (10) day shipping time window starts when the shipping label is received by the Customer.
For Non-Diamanti Equipment: The RMA process for any third-party, OEM equipment may be different than that of the Diamanti Equipment. If you have purchased OEM Equipment, please refer to the OEM provider for its support agreement, policies and RMA process.
4. Keep Your Failed Drive
If the Customer purchases the “keep your drive option” with each node, the Customer is entitled to keep failed hard drives. When the Customer replaces the failed hard drive, the Customer has ten (10) days to destroy the failed hard drive. The destruction of the failed hard drive must be certified by a Director level or higher-level manager of the Customer. The certification of that destruction must be provided to Diamanti Support within ten (10) days of receipt of the replacement hard drive.