Internal: How to perform an RMA for a faulty disk in an RSA Security Analytics appliance

Issue

How to perform an RMA for a faulty disk in an RSA Security Analytics appliance.

Resolution

In order to perform an RMA for a faulty disk in an RSA Security Analytics appliance, follow the steps below.

 

Step 1:  Ask the customer for the information needed to process the RMA, using the template below.  (The template is also available on the NetWitness Support Wiki.)

 

Hello (Customer Name),
 
In order to process your RMA we need you to provide us with the following information:

Serial number of part to be replaced (if not whole appliance RMA):
Serial number of appliance:
Serial number of JBOD/DAC (if RMAing disk from these):
Name of a Shipping point-of-contact:
Receiving Company Name:
Complete Shipping Address:
Shipping Contact Telephone number (incl. Country calling code):
Shipping Contact Email address:

Once we have that information we can continue with processing your RMA.

Kind Regards,

(Your Name)  

 

We can fill out some of this information from pdlist output and sysinfo. If the DAC is not involved, it's serial number is not required.

 

Step 2:  Create a ticket with Unicom Engineering.

Login to the Unicom Engineering Portal and create an RMA request ticket, providing the information from Step 1.  After doing so, you will receive a Unicom Support Case Number.

 

Step 3.  Unicom email you the RMA Support Case Number.At that point if you check original Unicom support case you may see Tracking number.

 

Step 4:  Provide FedEx tracking number to customer.

Product Details

RSA Security Analytics
RSA Security Analytics Series 4 Appliance
INTERNAL ONLY !!!