AskF5 | General Solution: SOL12882 - Overview of the F5 Return Materials Authorization process

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BIG-IP LTM

11.1.0, 11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0, 10.0.1, 10.0.0, 9.6.1, 9.6.0, 9.4.8, 9.4.7, 9.4.6, 9.4.5, 9.4.4, 9.4.3, 9.4.2, 9.4.1, 9.4.0, 9.3.1, 9.3.0, 9.2.5, 9.2.4, 9.2.3, 9.2.2, 9.2.0, 9.1.3, 9.1.2, 9.1.1, 9.1.0, 9.0.5, 9.0.4, 9.0.3, 9.0.2, 9.0.1, 9.0.0

BIG-IP ASM

11.1.0, 11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0, 10.0.1, 10.0.0, 9.4.8, 9.4.7, 9.4.6, 9.4.5, 9.4.4, 9.4.3, 9.4.2, 9.4.1, 9.4.0, 9.3.1, 9.3.0, 9.2.5, 9.2.4, 9.2.3, 9.2.2, 9.2.0

BIG-IP GTM

11.1.0, 11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0, 10.0.1, 10.0.0, 9.4.8, 9.4.7, 9.4.6, 9.4.5, 9.4.4, 9.4.3, 9.4.2, 9.4.1, 9.4.0, 9.3.1, 9.3.0, 9.2.5, 9.2.4, 9.2.3, 9.2.2

BIG-IP PSM

11.1.0, 11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0, 10.0.1, 10.0.0, 9.4.8, 9.4.7, 9.4.6, 9.4.5

BIG-IP Link Controller

11.1.0, 11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0, 10.0.1, 10.0.0, 9.4.8, 9.4.7, 9.4.6, 9.4.5, 9.4.4, 9.4.3, 9.4.2, 9.4.1, 9.4.0, 9.3.1, 9.3.0, 9.2.5, 9.2.4, 9.2.3, 9.2.2

BIG-IP WebAccelerator

11.1.0, 11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0, 10.0.1, 10.0.0, 9.4.8, 9.4.7, 9.4.6, 9.4.5, 9.4.4, 9.4.3, 9.4.2, 9.4.1, 9.4.0

BIG-IP APM

11.1.0, 11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0

BIG-IP SAM

8.0.0

BIG-IP WOM

11.1.0, 11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0, 10.0.1, 10.0.0

BIG-IP Edge Gateway

11.0.0, 10.2.3, 10.2.2, 10.2.1, 10.2.0, 10.1.0

FirePass

7.0.0, 6.1.0, 6.0.3, 6.0.2, 6.0.1, 6.0.0, 5.5.2, 5.5.1, 5.5.0, 5.4.2, 5.4.1, 5.4.0, 5.2.2, 5.2.1, 5.2.0, 5.0.0, 5.0 FP1-3, 4.1.1, 4.1.0, 4.0.2, 4.0.1, 4.0.0, 3.1.0

ARX

6.1.1, 6.1.0, 6.0.0, 5.3.1, 5.2.2, 5.2.0, 5.1.9, 5.1.7, 5.1.5, 5.1.0, 5.0.7, 5.0.6, 5.0.5, 5.0.1, 5.0.0, 4.1.3, 4.1.1, 4.1.0, 4.0.1, 3.2.3, 3.2.2, 3.2.1, 2.7.1, 2.7.0

ARX Cloud Extender

1.8.1

Enterprise Manager

2.3.0, 2.2.0, 2.1.0, 2.0.0, 1.8.0, 1.7.0, 1.6.0, 1.4.1, 1.4.0, 1.2.2, 1.2.1, 1.2.0, 1.0.0

sol12882: Overview of the F5 Return Materials Authorization process

General Solution

Original Publication Date: 08/31/2011
Updated Date: 01/06/2012

The F5 Return Material Authorization (RMA) process provides Advanced Exchange replacement unit(s) for suspected defective hardware.

For device returns as part of the Competitive Return, Technology Refresh, or Evaluation programs, refer to SOL13155: RMA Return Read-Me Instructions: Technology Refresh, Evaluation, and Competitive Replacement programs.

Requesting an RMA for a suspected defective unit
RMA Service Level Metrics
Replacement of the suspected defective unit
Returning the suspected defective unit

Requesting an RMA for a suspected defective unit

To request an RMA for a suspected defective unit, contact F5 Technical Support, or refer to SOL2633: Instructions for submitting a support case to F5.

If F5 Technical Support determines hardware replacement is appropriate after troubleshooting the device, they will begin the process to replace the suspected defective unit. An F5 Technical Support representative will work with you to collect the necessary data required before dispatching the replacement unit.

In order to assist F5 Technical Support in expediting the collection of the necessary data, you must complete all of the required fields in SOL13000: Return Materials Authorization request template, and provide the completed template to your F5 Technical Support representative.

Once the required information has been received by F5 Technical Support, the replacement product will be scheduled to ship according to the RMA Service Level Metric (SLM) purchased for the appliance.

RMA Service Level Metrics

The following SLMs cover shipping and delivery times for hardware replacement:

Standard RMA

Advanced replacement shipped from the US by the following business day
Next Business Day

Advanced replacement delivered by the following business day
Next Business Day Ship

Advanced replacement shipped by the following day from within the host country (limited geographic availability)
4 Hour

Advanced replacement delivered within 4 hours

Note: Delivery metrics do not start until F5 verifies all RMA-related details.

Important: International exceptions may apply to standard RMA shipments. F5 is neither responsible for, nor can make estimates regarding, delays incurred by customs requirements and procedures.

Upon shipment of the replacement part(s), a confirmation email with tracking information and return instructions is automatically sent to the case contact.

Replacement of the suspected defective unit

Physical installation and configuration

Retain the packaging material from the original or replacement unit to use for the return of the suspected defective unit to F5.
For information regarding the physical installation of the replacement unit, refer to the appropriate Platform Guide for your specific hardware platform.
The replacement device will not ship with any peripherals. Retain all the power cables, serial cables, failover cables, removable faceplates, GBICs, SFPs, and XFPs from the original suspected defective unit.

Software installation and configuration

For information about configuring a replacement BIG-IP device, refer to SOL12880: Configuring a replacement BIG-IP after an RMA.
For information about configuring a replacement FirePass controller, refer to SOL9205: Restoring configuration data to a FirePass RMA unit.
Advanced replacement units may not have the same software version installed as the suspected defective unit. If the device requires a software upgrade, refer to SOL2200: Most recent versions of F5 software for complete details regarding available software and installation procedures.

Returning the suspected defective unit

You must properly package all shipments. Any damage sustained during shipping as a result of insufficient or improper packaging will be invoiced at full list price. F5 recommends retaining the packaging material from the original or replacement unit to package the suspected defective unit.
You must return the suspected defective unit to F5 within 10 business days. Units not returned within 10 business days will be invoiced at full list price for the replacement unit.
When packaging the unit, do not include cables, removable faceplates, XFP/SFPs, GBICs, FIPS card readers, resource CDs, or any other peripherals.
Do not return any hardware until F5 Technical Support issues you an RMA number.
Once the unit is packaged, clearly write the following information on the included RMA sticker and affix it to the outside of the shipping box:
- RMA number
- Serial number of the suspected defective unit
This information is necessary to ensure proper tracking and handling of returned material. Return shipments that do not have an F5 authorized RMA number will be refused at time of delivery and returned to the shipper using collect freight, and will result in delays to crediting your account.
Keep a record of all tracking information and ship dates. You will need this information to track lost or delayed shipments. Failure to provide F5 with adequate proof of return will result in an invoice at full list price for the suspected defective unit.

Returns from within the United States

Use the prepaid, self-addressed return label included with the replacement unit. For domestic US return shipments, contact the appropriate courier directly and schedule a pickup for ground shipment:

Federal Express

http://www.fedex.com/us/customersupport/express/contactus.html
UPS

http://www.ups.com/content/us/en/contact

If you are unable to locate the enclosed return label, contact F5 Technical Support in your region or send an email to rmacoordinator@f5.com and reference the RMA number and the serial number of the suspected defective unit.

Returns from outside the United States

Return shipments from outside the US require additional steps to complete the return of the suspected defective unit. Refer to SOL12883 F5 RMA Return Read-Me instructions by country and follow all additional instructions specified for your country.

If you have questions or require assistance with this process, contact an RMA Coordinator by calling F5 Technical Support in your region or sending an email to rmacoordinator@f5.com.

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