Warranty & Maintenance
Initial Hardware WarrantyAll RGB hardware products come with a one-year initial warranty from date of shipment.
If your product fails within 24 hours of initial power-up and within 90 days of receipt of the shipment, it is considered dead on arrival (DOA) and should be returned to RGB under the initial hardware warranty.
Extended Hardware Warranty
RGB customers have the option to purchase an extended hardware warranty to cover any out-of-warranty hardware products for up to three additional years after the expiration of the initial warranty period. Customers must provide written notice to RGB before the expiration of the initial warranty period. The extended hardware warranty fee is 3% of the product price per year.
The extended warranty begins on the date the initial warranty period or previously extended warranty period ends.
Out-of-Warranty Hardware Maintenance
RGB will use commercially reasonable efforts to provide out-of-warranty hardware maintenance for two years after the expiration of the initial warranty period. A repair fee will apply based on reasonable labor and material charges associated with the repair.
Advanced Hardware Replacement
This add-on service provides next-business-day advance replacement, excluding holidays, for defective hardware within the continental United States, provided the customer complies with RGB's Return Material Authorization (RMA) process. Product must be in warranty to subscribe to advance replacement. The advance replacement fee is 2% of the product price per year.
A return label and waybill will be included with the advance replacement shipment. The defective product should be returned in the same box within 30 days.
Return Material Authorization (RMA) Process
Should an RGB product require service, the customer should promptly return the product to RGB in accordance with RGB's Return Material Authorization (RMA) process. Contact RGB Customer Support at 1.877.RGB.NETW or +1.408.701.2800 for more details.
Initial Software Warranty
Pre-installed software from RGB is under warranty for the first ninety days from date of shipment.
Support and Software Maintenance
Support and software updates, including enhancements and maintenance releases, are included as part of the original purchase price for the first year from date of shipment. Extended warranty maintenance can be purchased for up to three additional years. The extended software warranty fee is 5% of the product price per year.
Software upgrades, which include substantive new features and/or functions, are available for purchase at the current price for the applicable upgrade.
Technical Response Center (TRC)
24x7 remote telephone support is available to all customers, excluding public holidays, with guaranteed response time varying with the severity of the issue. Services include:
- Telephone assistance for hardware and software installation
- Downloadable software updates
- Assistance running product diagnostics
- Troubleshooting, bug identification and fault isolation provided via web, telephone or e-mail
Access to online diagnostics and debugging tools
- Access to online knowledge base including case status, known issues, technical bulletins and other online product information
- Problem escalation for non-outage situations during RGB's normal business hours
RGB may, at its sole discretion, provide on-site support for problem resolution.
Please see current RGB Networks Support & Maintenance documentation for warranty details and specifications.