Specifications

PBKSPH-12-008
March 28, 2013
Page 38
Customer may contact the NET TAC by phone or via our Customer Support Portal (information
at: http://www.net.com/Pages/Support.aspx?pgid=130) to report an issue with an NET
Product(s). All matters requiring immediate attention, however, must be called into NET TAC.
 Customer is responsible for completing the Return Material Authorization (RMA) form
located online at the Customer Support site,
http://www.net.com/pages/support.aspx?pgid=203.
 After receiving this completed form, NET TAC may contact the Customer to verify the
reported failure. After failure confirmation, NET will provide the Customer an RMA
tracking number and shipping instructions for the return of the defective Product or
parts. The Customer is responsible for shipping charges and expenses, such as all
applicable Customs, duties, and taxes, associated with the return of faulty parts to the
NET repair facility.
 NET will repair defective parts and NET will ship the repaired part back to Customer
within thirty (30) days of receipt of the defective part. NET is responsible for shipping
charges associated with the return of repaired parts to the Customer. Shipment times,
however are not guaranteed. Shipment times may be affected by a number of events,
including clearing customs and other factors outside NET’s control.
 Repaired NET Product are warranted for ninety (90) days or the balance of the NET
BASIC service contracted period, whichever is longer. NET shall not be responsible for
the repair of any NET Product that is damaged as a result of improper shipment
packaging or neglect. In such instances, NET shall return the defective part to the
Customer stating the reason(s) why the repair was not performed.
NET BASIC EXCLUSIONS
The services listed below are not part of NET BASIC, but may be available from NET through
another
Professional Service:
 Relocation or reconfiguration of NET Products
 Problem resulting from Customers system design
 Repair or replacement of NET Products which have been improperly handled, stored,
installed or maintained by the Customer
 Telco problems
 First level diagnostics of network faults
 Non-NET related problems
 Installation of NET products
 Replacement of defective parts identified by Customer’s first level diagnostic activity
 Non-mandatory engineering changes
 Project management or coordination services
 On-site maintenance services
NET TAC Only Maintenance Support
When quoting in NEC MasterQuote System, on the Configuration Tab of MQ, under the
Software Assurance type coverage, select SW only for below Tenor coverage.
Part #
Description
LIST
Notes