on Jul 14, 2020| Product | Standard Warranty Period and Support Option | Support Option Upgrade During Warranty Period | Initial Product Installation | Support Options During Maintenance Period | RMA Parts Replacement | Customer Performed Tasks [1] | Designated Customer Replaceable Units (CRU) [2] |
|---|---|---|---|---|---|---|---|
| RSA Software | 90 days: defective media replacement.
Support during warranty available with purchase or a maintenance support option. | N/A | Installation not included.
Performed by customer or may be available for separate purchase. | Basic [6] Enhanced | N/A | Customer installation of subsequent software releases | N/A |
| RSA Tokens | Full lifecycle of token up to six months from expiration | N/A | Installation not included.
Performed by customer or may be available for separate purchase. | Basic. [6] Enhanced | Standard token replacement [3]
Advanced token replacement [4] | N/A | N/A |
| RSA Appliance | 90 days | N/A | Installation not included.
Performed by customer or may be available for separate purchase. | Enhanced | Advanced replacement [5]: next business day.
Requests must be in by 2:00 PM ET or 4:00 PM UTC.
First year advanced replacement.
Maintenance for years 2 through 5. | Customer [7] installation of subsequent software releases. | Appliance |
| SaaS | N/A (hosted solution) | N/A | Performed by RSA. | Basic Enhanced | NA | RSA Operations responsible for installation and maintenance of hosted environment | N/A |
Notes
- Customer Performed Tasks: Customer performed tasks are product support tasks that the customer is authorized by RSA to perform. RSA will provide diagnostic tools and documentation to enable customers to perform replacement of designated equipment and other service tasks.
- Customer Replaceable Units (CRU): CRUs are specific assemblies, components, or individual parts of designated RSA equipment that the customer is authorized by RSA to self replace. In the event of a failure or technical issue, a customer may remove or replace a CRU by using RSA-provided diagnostic tools and/or documentation. Assemblies or components not designate as CRUs must be services and/or replaced by RSA or an RSA-authorized service partner. ** RSA Authentication Manager CRU parts limited to complete appliance. **
- Standard Token Replacement: The system security administrator at your company will return any non-expired tokens that no longer function properly to RSA. Replacements will be shipped within five days after the defective token is received. A printable form will be emailed back to the customer containing a pre-filled return form with RMA numbers and ship to information. More information can be found on the RSA Token warranty return form.
- Advanced Token Replacement: After filling out the appropriate information, RSA will ship out replacements for each valid token within two or three days. It is the customer's responsibility to ship the defective tokens back within 60 days of the receipt of the replacement tokens. If not, RSA will invoice for the amount of the replacement tokens shipped. More information can be found on the RSA Token warranty return form.
- Advanced Replacement: Appliances are shipped out same day or next business day. RSA SecurID appliances must be returned within 15 days of
receiving replacement or full value of the replacement appliance will be incurred by the customer. For all other appliances, the customer has 10 days to return the faulty appliance. - Basic support not available for RSA Adaptive Authentication (on Premise), RSA Access Manager, RSA Data Protection Manager, or RSA Authentication Manager.
- RSA Data Protection Manager appliance installation performed by RSA Professional Services.
- SaaS: Ninety (90) day defective media replacement.
- For both RSA Archer and RSA Adaptive Authentication for the Web (on Premise).
- RSA Archer on Premise installation not included. Performed by customer or many be available for separate purchase.