Warranty and Replacement Parts

NetWitness provides industry-leading customer service and technical support for our line of security devices. See our Product Lifecycle page for more information about what hardware series is available for support, when they will be end of life, and what software versions are currently supported.

NetWitness Server/Storage Return Policy

If you are experiencing any issues with your NetWitness Server or Storage hardware, please open a NetWitness Support case via the Case Portal, by Telephone, or by Email (support@netwitness.com).

If one of our Support Engineers is unable to resolve the hardware issue and determines that the hardware must be replaced, the Support Engineer will begin the Return Material Authorization (RMA) process.

The following is required for all RMAs

• Full Name of the person that will be receiving the RMA item.
• Shipping Address of where the RMA will be delivered.
• Serial number of the Server/Storage that has the issue. If the issue is with a hard drive or other internal component, the serial number should be of the device that the component is in.
• A TSR report from the server's iDRAC, if possible.
• Any other information that the Support Engineering may require.

It is important to note that if the server or storage unit is not currently covered by an active maintenance agreement with NetWitness, an RMA may be denied until the maintenance is renewed. Support will direct you back to your NetWitness Sales Representative to begin the process for renewal.

RMA requests received before 2pm Eastern Standard Time (United States), or 2pm Irish Standard Time (Ireland) will generally be shipped out on the same day as the request. After this time the item won't be shipped out until the next business day. All shipments to the United States, Canada, and greater Europe will be via Next Day delivery, barring any shipping carrier delays. All other areas may be subject to additional delays due to the receiving country's import laws/restrictions, or other import/shipping delays.

Some RMAs may be restricted by where the item was originally shipped when first purchased from NetWitness. If this restriction applies to your RMA, it will be your responsibility for forwarding the item to its final destination.