McAfee Inc. © 2007
Hardware Support v1.4 User Guide
Page 11
Hardware Support Descriptions
The availability of specific McAfee Onsite Hardware Support options is dependant on the
physical location of the appliance. Please consult the McAfee Appliances Supported
Locations listing to check on specific countries.
www.mcafee.com/common/media/mcafeeb2b/support/terms.asp
Advanced Replacement RMA – Same Business Day Ship Hardware
Support
Advanced Replacement Return Materials Authorization (RMA) - Same Business Day Ship
provides: (i) if McAfee confirms a Hardware Defect before 3:00pm local McAfee Technical
Support Ship center time, then on the same Business Day McAfee will ship (using Next Day
air shipping at McAfee’s expense) replacement Hardware, of like or better quality, to the
location of the defective Hardware, subject to carrier schedules and customs. If McAfee
confirms a Defect after 3:00 pm local McAfee Technical Support Ship center time, then on the
following Business Day McAfee will ship the replacement Hardware on the terms described
above, and (ii) The Customer may request expedited shipping, and shall pay all additional
related expedition costs. The Customer must return, at McAfee’s expense, and using
McAfee’s selected carrier and packaging, the defective Hardware to McAfee within 15 days
following its receipt of the replacement Hardware or Customer will be invoiced for the
replacement Hardware at McAfee’s then-current replacement price.
Advanced Replacement RMA – Five (5) Business Day Ship Hardware
Support
Advanced Replacement Return Materials Authorization (RMA) – Five (5) Business Day Ship
provides: (i) if McAfee confirms a Hardware Defect, then McAfee will ship (using standard
ground freight shipping at McAfee’s expense) replacement Hardware, of like or better quality,
within five (5) Business Days to the location of the defective Hardware, subject to carrier
schedules and customs, and (ii) The Customer may request expedited shipping, and shall
pay all additional related expedition costs. The Customer must return, at McAfee’s expense,
and using McAfee’s selected carrier and packaging, the defective Hardware to McAfee within
15 days following its receipt of the replacement Hardware or Customer will be invoiced for the
replacement Hardware at McAfee’s then-current replacement price.
McAfee Onsite - Next Business Day Hardware Support
Onsite - Next Business Day provides: (i) if McAfee confirms a Hardware Defect before 3:00
PM local time, typically within one Business Day, a McAfee authorized Service Technician will
be dispatched to repair or replace the affected Hardware. If McAfee confirms a Hardware
Defect after 3:00 PM local time, then within two Business Days, a McAfee authorized Service
Technician will be dispatched as described above, (ii) A McAfee authorized Service
Technician will use commercially reasonable efforts to arrive at the customer location prior to
5:00PM local time, Monday through Friday, excepting holidays observed by McAfee, to begin
Hardware repair or replacement, and (iii) Customer shall be entitled to all parts, of like or
better quality, and labor necessary to repair or replace the Hardware, at no additional
charge.
