This document applies to returns for the Technology Refresh Program and the Competitive Replacement Program, Evaluation Returns and Return Material Authorization (RMA).
Please contact F5 Networks, Inc. to obtain a Return Material Authorization (RMA) case number. Troubleshooting by an F5 Network Support Engineer (NSE) is a prerequisite to RMA request approvals for suspect units. All returned material must have a valid F5 issued RMA case number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA is issued. F5 Networks reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight. All shipments need to be properly packaged, ideally in the F5 product packing material. Materials damaged in transit are the customer's responsibility.
Expedited RMA Services are available to F5 customers that wish to upgrade the Standard RMA Service that is included with Standard, Premium, or Premium Plus maintenance contracts. Customers have the option of upgrading to either Next Business Day Delivery or 4-Hour Delivery of Replacement hardware. Availability of these options is subject to certain limitations, so F5 encourages customers to please contact F5 Professional Services for more information.
F5 makes available Failure Analysis (FA) Reports which contain product name, serial number, part number, date the analysis was completed, root cause information, diagnostics and follow-up corrective actions by F5, if necessary.