Hardware Replacements

Hardware RMA and Certifications

Our RMA and hardware Certification process' adhere to the industry best of breed practices, certifications, and quality control assurances.

1. A Ticket is opened through Palotac for a covered device. This can be through our website, partner or master distributor portal, phone, or email.
2. Based on the information provided about the device (tests done, symptoms, running tests, etc.) our engineer will trigger an RMA for replacing the device which has failed.
3. The replacement device will be immediately dispatched within the contracted SLA. For PTAC8, the device will arrive the next business day before 10:00 AM local. For PTAC24, the device will arrive in 4 hours.
4. Our Expert engineer is on standby for assistance in replacing the device. This can be when it arrives, or during a scheduled maintenance window.
5. When the device has been successfully replaced and running smoothly, an RMA summary and instructions will be provided. A return label is included with the shipped replacement.
6. You can close the ticket once the faulty device has been sent back to Palotac.

All hardware we supply through any RMA process adheres to the industry best of practice certification standards:
ISO 9001:2008.
TL9000.
CCRE - Cisco Certified Refurbished Equipment (by request).
HP Renew Enterprise (by request).

We place our hardware through our own stringent quality tests to ensure the device is functioning 'New or Like New'.
Guarantee manufacturer markings and tamper labels have not been touched.
Match external and internal serial identifications.
Power and voltage cycling to ensure proper operating temperatures.
Swap modules, power supplies (if applicable), line cards, SUP engines to ensure each component is functioning properly.
Detailed visual inspection of all external and internal I/O connections.
Redundancy assurance checks.
Lab tested through stress and quality tests - all soft diagnosis done with enterprise software.