Advanced Replacement

Support  >  Advanced Replacement

Last updated: October 24, 2012

Advanced Replacement Terms and Agreement

We know how important it is to have 100% uptime in corporate environments. We work hard to build reliable "carrier grade" equipment that gives our systems a 99.99% uptime.

We also understand that sometimes equipment can fail. We therefore offer the ibossInstant Replacement Service. With the Instant Replacement Service, we provide next business day shipping of replacement hardware. If your ibossNetworks product fails, we will ship you a replacement unit within 1 business day so you can get back up and running fast. We will bill you pending return of the failed unit, but once the unit is received, you will be fully credited.

In addition, the Instant Replacement Service includes:

  • Enhanced Support which provides phone and email support 24x7.
  • Data migration service for ibossSpam & Virus Firewalls. ibossNetworks will assist movement of data and configuration from the old product to the new product if the old data is accessible.
  • Data recovery service for ibossBackup Servers. In the event of a disaster and upon request, ibossNetworks will preload the most recent data and configuration stored by ibossNetworks to the new product (note this may take additional time).
  • Data recovery service for ibossBackup Servers. In the event of a disaster and upon request, ibossNetworks will preload the most recent data and configuration stored by ibossNetworks to the new product (note this may take additional time).

This service is designed for corporate environments that cannot afford downtime.

Hardware Refresh

Along with providing priority replacements in case of equipment failure, the Instant Replacement subscription also provides ongoing migration to the latest hardware platforms through the ibossHardware Refresh Program.

The hardware refresh program is a convenient way to exchange your old ibosshardware unit for a new refresh unit of the same model. It is designed so you can take advantage of the performance benefits of the latest ibosshardware platforms and continue to receive the latest firmware and security updates.

Normally, refresh units are purchased for a fee that represents a discount over the list price over a new hardware unit. However, ibossNetworks will waive this fee if your old hardware unit is more than 4 years old and covered under an Instant Replacement subscription. This means that by maintaining an Instant Replacement subscription with your ibossappliance, you can continue receiving a new hardware unit every 4 years at absolutely no additional cost.

With this, the Instant Replacement program provides a single, convenient subscription that covers you in case of hardware failure and provides an affordable way to migrate to the most current hardware platform on an ongoing basis.

Instant Replacement Service FAQ

How long does the Instant Replacement Service last?

The Instant Replacement Service begins on the date the ibossNetworks product is delivered to you and expires exactly one year, three years or five years from the delivery date, depending on the specific service plan purchased.

If I don’t buy the Instant Replacement at the time I purchase my ibossNetworks product, can I buy it later?

If I don’t buy the Instant Replacement at the time I purchase my ibossNetworks product, can I buy it later?

What is not covered by the Instant Replacement Service?

The Instant Replacement Service does not cover:

  • External causes such as abuse, misuse or problems with electrical power
  • Servicing not authorized by ibossNetworks
  • Usage that is not in accordance with product instructions
  • Failure to follow the product instructions or failure to perform preventive maintenance
  • Problems caused by using accessories, parts, or components not supplied by ibossNetworks
  • Products with missing or altered serial numbers
  • Products for which ibossNetworks has not received payment
  • Products that have been physically damaged

How Does the Instant Replacement Service Work?

If you purchased your product directly from ibossNetworks, Inc:

During your Instant Replacement Service period, if your product fails, you should contact ibossNetworks. We will use commercially reasonable efforts to ship a replacement product within 1 business day (for US and Canada only). For customers outside the United States, we will use commercially reasonable efforts to ship a replacement product via express mail within one business day after receiving the request. Upon contacting ibossNetworks, you must return the original product to us. We will issue a Return Material Authorization Number for you to include with the return and will require a valid credit card number or purchase order. We will not charge you for the replacement product as long as you return the original product to us within 30 days after shipment of the replacement product. If we do not receive the original product within 30 days, we will charge your credit card or process the purchase order at the current list price for that product. ibossNetworks will pay all shipping costs for the replacement product, provided you reside in the US or Canada. The customer is responsible for shipping costs back to ibossNetworks of the covered unit.

If you purchased your product from a Reseller:

During the Instant Replacement Service period, if your product fails, you should contact your Reseller. Your Reseller will coordinate the shipment of a replacement product to you within 1 business day (for US and Canada only). For customers outside the United States, your Reseller will coordinate the shipment of a replacement product via express mail within one business day after receiving the request. Upon contacting your Reseller to request a replacement product, you must return the original product. Your Reseller will coordinate the issuance of a Return Material Authorization Number for you to include with the return. A valid credit card number or purchase order will be required at the time of issuing the Return Material Authorization Number. You will not be charged for the replacement product as long as you return the original product within 30 days after shipment of the replacement product. If the original product is not received within 30 days, your credit card will be charged or the purchase order will be processed at the current list price for that product. ibossNetworks will pay all shipping costs for the replacement product, provided you reside in the US or Canada. Alternatively, you may contact ibossNetworks directly to coordinate the replacement and return of the original product, provided you have not already contacted your Reseller.

May I transfer the limited warranty, Instant Replacement or Energize Update Subscriptions?

May I transfer the limited warranty, Instant Replacement or Energize Update Subscriptions?

How do I renew the Energize Update Subscription and Instant Replacement Service program?

If you purchased your product directly from ibossNetworks:

Before the Energize Update Subscription and/or Instant Replacement Service program expires, please contact ibossNetworks at (408) 342-5400 or 1 (888) Anti-Spam, Monday-Friday, 9 a.m. - 6 p.m. (PT) to renew. Please have your product serial number available.

If you purchased your product from a Reseller:

Before the Energize Update Subscription and/or Instant Replacement Service program expires, you should contact your Reseller. The Reseller will coordinate your renewal. Alternatively, you may contact ibossNetworks directly to renew your Energize Update subscription or Instant Replacement service, provided you have not already contacted your Reseller.

Any rights not expressly granted herein are reserved.

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