Harmonic ELECTRA VS, User Manual, Page: 462 / 604

Chapter 6 ’Customer Service’ — Services
462 Electra VS - Version 05.10
User Manual - Rev. A
Services
Training and assistance service offers are available and can be quoted for
upon request.
Harmonic OneCare service level agreement offers apply to this product.
Spare Parts
The spare parts are listed in Table A-71 ’Ordering references for Electra
VS’ on page 544, in the Spare Parts category.
Returning Equipment
Please contact the call center with questions about the process for
returning Harmonic equipment. Within the standard Harmonic warranty
period, there is a 30 day turnaround (factory in/out) guarantee for repairs.

Unless specifically agreed, cost and risks for return shipment of
equipment are borne by the Customer. The faulty device must be packed
where possible in its original packaging (protective corners and boxes) If
you no longer have the packaging, the faulty device must be protected
against shocks during the transportation. The company may not be held
liable for any consequence resulting from non-observance of this return
procedure. The company will not be able to guarantee a repair time for
any RMA request for which we do not have a clear and complete fault
description. If no fault is found, a fixed price will be raised to cover
shipping and testing of the unit.
Repackaging for Shipment
Retain original packaging — Unless specifically agreed, cost and risks for
return shipment of equipment are borne by the Customer. The faulty
device must be packed where possible in its original packaging
(protective corners and boxes) If you no longer have the packaging, the
faulty device must be protected against shocks during the transportation.
The company may not be held liable for any consequence resulting from
non-observance of this return procedure. The Harmonic Customer
Service Department will examine packaging on arrival and can refuse to
carry out repairs if the packaging has been visibly damaged during
transportation and this has led to further damage in addition to the fault
originally noted.

For a blade center, the nodes and the SFP couplers must be removed
from the blade center for transport.

The front panel must be removed from 1RU servers before repackaging.