Description
This KB article describes, how to manage an RMA request (a hardware replacement request within the technical support contract) with the Fortinet Customer Service and Support (Fortinet CSS), when another (possibly temporary) spare unit is already available on-site.
In case of a hardware failure on a Fortinet product and a need for replacement, when a spare unit is already available on-site (for example: a "cold spare" unit, or a temporarily loaned unit from a Fortinet reseller or distributor), for a smooth RMA exchange of the defective unit by the Fortinet CSS, Fortinet recommends to proceed as follows:
1. With the Fortinet CSS, create an RMA ticket first, using the serial number of the defective unit.
2. In the RMA ticket, describe the problem with the defective unit, and make sure to mention to which spare/replacement unit (specify the serial number) the support contract will be transferred to.
3. Once the RMA ticket has been created, request the Fortinet Customer Service (Fortinet CS) to transfer the support contract from the defective unit to the spare unit, possibly by creating another ticket (this time, a CS ticket), or making a phone call.
Important step is to create an RMA ticket with Fortinet before transfering the support contract and all FortiGuard service subscriptions to the spare/replacement unit. Proceeding this way will prevent the defective unit to be considered as not covered by a valid support contract later on, resulting in an RMA refusal by Fortinet internal customer support systems.
For more information on how to contact Fortinet CSS, please see our Contact Us page and refer to the Ticket Creation Guide, available for download on the Fortinet support portal (on the main Fortinet website, select Service & Support > Support Login > login with your credentials).
