KEMP strives to provide a simple and robust return process for any defective hardware product.
Customers must return any failed Products or components to KEMP under the Return Material Authorization (RMA) number issued by KEMP Support. The title to any returned Products or components will transfer to KEMP upon receipt. For customers with Standard or Basic Support, if the unit can be repaired then the title shall remain with the customer, and the repaired and tested unit with be returned to the customer.
For Premium, Premium Plus, Enterprise, Enterprise Plus and Mission Critical Support Subscription Plans, KEMP will be responsible for all freight charges regarding the return of the Products or components provided the Customer uses a KEMP-designated carrier. This includes the shipment from the customer to KEMP and the return shipment from KEMP to the customer.
For the Basic and Standard Support Subscription Plans, the Customer will be responsible for the freight charges associated with returning the defective unit to KEMP and KEMP will be responsible for the freight charges to provide the Customer with a replacement for the defective unit.
KEMP will, at its option, repair or replace any product or component that fails with KEMP certified reconditioned Product(s) during the term of Support at no additional cost to the Customer, provided that the Customer contacts KEMP Customer Support during the term of Support to report the failure and complies with KEMP’s repair policies. Hardware Products returned to KEMP must be pre-authorized by KEMP with an RMA number marked on the outside of the package, and sent prepaid and insured (by KEMP) and packaged appropriately for safe shipment. Only packages with RMA numbers written on the outside of the shipping carton and/or the packing slips and shipping paperwork will be accepted by KEMP’s receiving department. Products that fail within the first 30 days of the shipment date are considered as Dead on Arrival (DOA). KEMP will replace these Products with new Products.
The service plan purchased will govern access to KEMP’s Technical Support Team, warranty of the Product(s) and terms related to hardware replacement policy. Basic, Premium and Premium Plus have been replaced by Standard, Enterprise and Enterprise Plus.
For a detailed description of KEMP’s Service Plans, including the levels of RMA offered, please see Appendix A of KEMP Terms of Service.