What is necessary for a RSA RMA if the Customer has shipped the appliance to another country?

Issue

An RSA RMA is required, but the Customer has shipped the appliance to another country, that is not in RSA records.

RSA keeps shipping documentation of all RSA appliances that get shipped to Customer locations, this allows RSA to RMA replace hardware without having to pay additional Custom duties and taxes.

If the Customer has shipped an RSA appliance to another country this paper trail has been broken, RSA will be charged the additional Custom duties and taxes.

Additionally, as the Customer re-shipped the appliance elsewhere,
1. The Customer didn't use an RSA shipping Partner.
2. RSA may not have a shipping Partner in the country that the Customer shipped the appliance to.

RSA will incur additional costs to arrange a shipping Partner in the new country.
There will be a delay before RSA can commence the RMA shipment, whilst the shipping Partner arrangement is made.

Workaround

As an alternative, if customer can't provide the appropriate shipping documents, Unicom can ship the RMA to the country recorded in the RSA records, and the Customer can then pay to ship the RMA to the alternate country.
Return of faulty parts can travel the same path in reverse, or the Customer can pay to ship directly back to the Unicom returns address.

The Unicom returns address is shown on the Unicom RMA document included in the RMA box.

Resolution

In order to complete the paper trail, the Customer must provide RSA with a copy of all the shipping documents of the importation into the other country.

A copy of all the Customer shipping documents of the importation into the other country must then be provided to Unicom in the RMA Request Case, so they will have proof of how the RSA appliance arrived in the country.

Once Unicom has the paper-trail proof of how the RSA appliance got to the country it is now in, they will be able to ship an RMA with the correct shipping documents, and for the faulty parts to be returned to Unicom.

Allow additional time for the RMA delivery.

Product Details

RSA Product Set: NetWitness Logs & Network, RSA NetWitness Endpoint, RSA SecurID
INTERNAL ONLY !!!!

Summary

What is the RSA RMA process when the RSA appliance is no longer in the country that RSA originally shipped it to?

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