What is the RMA Request Procedure for RSA NetWitness appliances?

Issue

Resolution

In order to process an RMA request a Case has to be created in Sales force. This should contain all the relevant information required. The relevant information prior to processing any request is as follows:

1. An Open case number

2. Serial Number of the Appliance

3. Type of part that needs replacing (e.g. Hard Drive, raid card, entire unit etc.)

4. Confirmed ship address with contact telephone number

If any of this information is not currently available we will reach out to end client for it via case/email/telephone. All requests received prior to 4.00 pm will be shipped out same day for overnight delivery. Any requests received after 4.00pm will be shipped the next day via overnight delivery. In all cases we will try our best to get the replacements out the same day (even past the 4.00 pm cutoff), dependent on information provided and availability of part. All cases will be updated with RMA numbers as soon as we receive them from vendor. Tracking numbers for the replacements will be updated in the case by 12.00pm the following day.

To retrieve the serial number please follow these steps.

1. Login to the appliance via NetWitness Administrator on port 50006

2. Click the server information icon (second from the left)

3. From the Appliance tasks drop down menu choose "Get Serial Number"

4. Click Execute

5. Retrieve the serial number from the output box and submit to NetWitness Support

To retrieve via SSH. Connect to the appliance using ssh and issue the following command to get the serial number: dmidecode -s system-serial-number

If there are any questions in regards to the RMA request please feel free to either request an update via the case or email

moeed.rasheed@rsa.com or Marlaena.dehaven@rsa.com.

Internal Comments

UserName:wirthr1
6/19/2012 1:58:07 PM - Solution Number 00000249
Solution Number 00000249

UserName:shurtj
8/21/2014 7:41:22 PM - Updated Article
Updated article and made changes to abide by Primus best practices.

Product Details

RSA NetWitness NextGen
RSA NetWitness Decoder
RSA NetWitness Log Decoder
RSA NetWitness Concentrator
RSA NetWitness Hybrid
RSA NetWitness Broker
RSA NetWitness Informer
RSA NetWitness Spectrum