RadiSys EPC-5A, Hardware & Software Reference Manual

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Chapter 10: Support and Service
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All non-warranty repairs are subject to service charges. RadiSys has determined that
pricing repairs based on time and materials is more cost-effective for the customer
than a flat-rate repair charge. When product is received, it will be analyzed and, if
appropriate, a cost estimate will be communicated to the customer for authorization.
After the customer authorizes the repair and billing arrangements have been made, the
product will be repaired and returned to the customer.
A recertification service is provided for products either in or out of warranty. This
service will verify correct operation of a product by inspection and testing of the
product with standard manufacturing tests. There is a product-dependent charge for
recertification.
There are only a few components that are generally considered field-repairable, but,
because RadiSys understands that some customers want or need the option of
repairing their own equipment, all components are available in a spares program.
There is a minimum billing charge associated with this program.
Arranging Service
To schedule service for a product, please call RadiSys RMA Dispatcher directly at
(800) 256-5917. Have the product model and serial numbers available, along with a
description of the problem. An RMA Dispatcher will issue a Returned Materials
Authorization (RMA) number, a code number by which we track the product while it
is being processed. Once you have received the RMA number, follow the instructions
of the RMA Dispatcher and return the product to us, freight prepaid, with the RMA
number clearly marked on the exterior of the package. If possible re-use the original
shipping containers and packaging. In any case, be sure you follow good ESD-control
practices when handling the product, and ensure that anti-static bags and packing
materials with adequate padding and shock-absorbing properties are used.
Ship the product, freight prepaid, to:
Product Service Center
RadiSys Corporation
5445 NE Dawson Creek Drive
Hillsboro, Oregon 97124