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KB40448 - How to request for a 3-legged RMA?

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Last Modified Date3/2/2017 6:07 AM
Synopsis
A 3-legged RMA (also called spare hardware replacement process https://www.pulsesecure.net/services/rma/spare-replacement-policy/) is the process in which there are 3 parties (i.e. End customer, Pulse Secure Support Now authorized Partner and Pulse Secure) involved in the RMA process.  

 

Problem or Goal
Cause
Solution
Step 1: Upon suspicion of hardware failure or when there is a need for RMA the End-customer should open a support ticket with the Partner.

Step 2: The partner performs initial troubleshooting and if they determine that a RMA is required they should immediately open a Support ticket with Pulse Secure along with following information.
  • Defective Serial #
  • Replacement Serial # (i.e. serial number of the HW unit the partner has shipped or will ship to the customer to replace the defective unit)
  • Failure symptom:
  • Troubleshooting steps:
  • Output from defective device (example: Serial Console output)

Step 3: Once the Pulse Secure support agent verifies that a RMA is required the agent will create 2 RMA sub-tickets associated with this support ticket.

Step 4: The first RMA sub-ticket is a License-Transfer ticket. Pulse secure has automated this process and the ticket should be processed within a few minutes of opening the RMA sub-ticket. Once the ticket is processed the system will send the partner an email containing a ‘RMA Detail Number’ and detailed steps which can be used to generate Licenses for the replacement hardware device.
Note: It is important that this step is completed before the end-customer tries to generate new licenses for the replacement device. 

Step 5: In parallel the Partner should have shipped the replacement device to customer. So now the customer has both the replacement device and the necessary information to generate the licenses for the replacement device. 

Step 6: Once partner receives the defective device from end-customer and is satisfied that a replacement is required from Pulse Secure they will inform the support agent to create the second RMA sub-ticket. If the device does not need replacement then the process is complete and the next steps don't apply. 

Step 7: The support agent will create a second RMA sub-ticket. This sub-ticket is an ‘Advance Exchange’ type ticket and will be used to ship and track the process of Pulse Secure shipping a new replacement device to the partner and the partner returning the defective device to Pulse Secure (the exact timelines and replacement process is determined based on the Service Level purchased for the hardware installed at the end-customer i.e. the defective unit in this scenario) For details about different service levels refer the service offerings page  

Once the partner receives the replacement device from Pulse Secure the 3-Legged RMA process is complete
Related Links
Attachment 1 
Created ByRuchit Sheth

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