RadiSys EXM-31 Hardware Reference Manual
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Contents
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Support and ServicePage 575 5All non-warranty repairs are subject to service charges. RadiSys has determined thatpricing repairs based on time and materials is more cost-effective for the customerthan a flat-rate repair charge. When product is received, it will be analyzed and, ifappropriate, 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. Thisservice will verify correct operation of a product by inspection and testing of theproduct with standard manufacturing tests. There is a product-dependent charge forrecertification.There are only a few components that are generally considered field-repairable, but,because RadiSys understands that some customers want or need the option ofrepairing their own equipment, all components are available in a spares program.There is a minimum billing charge associated with this program.Arranging ServiceTo schedule service for a product, please call RadiSys Technical Support directly at(503) 646-1800. Have the product model and serial numbers available, along with adescription of the problem. A Technical Support representative will issue a ReturnedMaterials Authorization (RMA) number, a code number by which we track theproduct while it is being processed. Once you have received the RMA number,follow the instructions of the Technical Support representative and return the productto us, freight prepaid, with the RMA number clearly marked on the exterior of thepackage. If possible re-use the original shipping containers and packaging. In anycase, be sure you follow good ESD-control practices when handling the product, andensure that anti-static bags and packing materials with adequate padding and shock-absorbing properties are used.Ship the product, freight prepaid, toProduct Service CenterRadiSys Corporation15025 SW Koll ParkwayBeaverton, Oregon 97006-6902 |
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