Hardware Replacement for FireMon Appliances with Active Hardware Support
FireMon provides hardware replacement options with the purchase of FireMon appliances. Customer Support will make a best effort to troubleshoot and resolve product issues before proceeding with an RMA replacement. Below outlines details related to Hardware Replacement support of your FireMon appliance.
Dell Delivers Replacement Hardware
Once FireMon initiates the RMA process, we will work directly with the hardware vendor (Dell) to
replace your defective equipment as soon as possible. The terms of the replacement are as follows:
Appliances is under warranty.
• To determine warranty status of your FireMon Appliance, please consult FireMon
• To the extent available, FireMon utilizes onsite Certified Dell Technicians for any
necessary FireMon Appliance replacements.
• After diagnosis and troubleshooting of suspected defective hardware, a certified Dell technician will be contacted by FireMon Support to complete Hardware Diagnosis.
• Once diagnosis is complete, and Hardware replacement is required, an appointment will be
scheduled between a Dell Technician and our Customer (with FireMon facilitating) for the next
• The Dell Technician will provide and install replacement hardware component onsite and will
remove the replaced/defective hardware to return to vendor.
• **If you are unable to have an onsite Dell technician at your location for warranty
service, please notify your FireMon support contact and they will provide alternative
shipping options and process.
Can I Validate if My Hardware is Still Covered By a Warranty?
Yes, appliances sold by FireMon are warrantied by Dell. Therefore, to determine if your product is still under hardware support we recommend visiting Dell's website and entering the service tag number to validate that the hardware support is active.
Finding The Service Tag
Dell Contact Information
Should Customer Support determine that hardware replacement is needed our customers may choose to begin the RMA process directly with Dell instead of having support initiate this contact. This option is available to our customers as a way to expedite hardware replacement by working directly with the manufacturer should our customers prefer this path.
What’s Not Covered
Our support policy does not cover any problem that is caused by:
• Accident, abuse, fire, neglect, shock, or electrostatic discharge;
• Cosmetic damage;
• Drops, falls, and other collisions;
• Electrical surge;
• Heat or humidity beyond product specifications;
• Improper installation, operation, maintenance or modification;
• Repairs, modifications or alterations by anyone other than FireMon or its vendors;
• any misuse contrary to that outlined in the appliance and software documentation;
• Liquid spilled on or in unit;
• integration or assembly with any equipment or products not supplied by FireMon;
• Normal wear or
• Malfunctions caused by other equipment
Out of Warranty FireMon Appliances
If your appliance is out of warranty you may choose to deploy a new instance and restore a backup to a virtual machine. If you choose to do this please contact support to review your environment and provide any recommendations.
Alternatively, you may choose to contact Dell directly to extend the warranty, contact your account owner, or contact firstname.lastname@example.org to explore purchasing new hardware.
On the effective EOL date, FireMon will not offer any support (including extended support) for such appliances. Please contact Firemon Support to validate if your appliance is currently covered for support.
Return the Defective Hardware
Defective (and temporary) hardware must be returned to FireMon’s vendor (Dell), within 10
business days of replacement. Dell technicians should take the defective hardware after the
service call; however – if any hardware remains onsite, the customer must contact FireMon to
facilitate return within 10 business days
You are responsible for saving or backing up data contained in any product prior to returning
it. As part of any good data management process, we recommend that you periodically back
up your FireMon data to a sFTP server or other, separate storage medium. Neither FireMon
nor its vendor will be responsible for data damage or loss while the defective product is in
In most cases, the decision may be made to replace only a specific hardware component,
such as a hard drive, rather than the entire appliance. Component-only replacements will be
made based on the hardware diagnosis by the vendor and availability of component. This
will be performed by an onsite technician within 1 business day (if the vendor is contacted
before 2 pm CST during a business day). It is assumed you will return the defective or faulty
hardware component to Dell if it is not removed at the time of service.
Note: if you cannot return the defective or faulty component that is being replaced, you will
be charged for the cost of the replacement hardware component.
In some cases, the decision may be made to return the entire appliance less a specific
hardware component. Appliance-minus-parts replacements will be made based on the
hardware diagnosis by the vendor and replacement availability.
What Happens to Your Data
In order to protect your privacy and other interests in data, you are responsible for deleting all data, or as
much data as possible, prior to returning any product. We HIGHLY recommend that customers follow this guidance. However, we realize that due to the nature of your hardware issue, you may not be able to erase data. Depending on which FireMon Appliance you are using, we will erase your hard drives using either DBAN or Secure Erase ATA. If you have additional questions about our drive sanitation methods, please contact our support team at email@example.com.
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