Palo Alto Networks Product Warranty and Hardware Service Model
All Palo Alto Networks products are covered by a 90 day software and 12 month hardware warranty, except Okyo branded offerings (see below). To take advantage of our warranty related information and updates, we encourage you to register your products through our Palo Alto Networks Support Portal (https://support.paloaltonetworks.com). Other details about your software and hardware warranty are outlined below.
Your Software Warranty
The standard warranty for software is 90 days, except the Okyo offerings (see below). During the 90 day warranty period, you are entitled to all software updates (bug fixes, maintenance releases, and feature upgrades) for your particular software product. You can download the software updates through our software update portal embedded in your device web interface, or through our password-protected Palo Alto Networks support web site. You must create an account and register your device for access into the support portal.
The standard warranty for our hardware is 12 months from the date of shipment, except for Okyo offerings which are excluded from this entire paragraph (see below and also see: www.okyo.com/servicemodel). This is a 'return and repair' hardware service model. If a Return Merchandise Authorization (“RMA”) is required during the 12 month period, we will work with you to confirm the hardware problem and issue an RMA number to be used when you ship the product to Palo Alto Networks.
Hardware Return Procedures
You should obtain a RMA number for the product that you wish to return to us, Palo Alto Networks by contacting Support via telephone or by opening a case with Palo Alto Networks Support. You must ship the product in the original packaging (shipping damage that occurs from insufficient packaging is not covered), record the RMA number on the shipping label, and send the product to the specified Palo Alto Networks location. You will be responsible for all shipping costs incurred in returning the defective product. Products will be repaired (or replaced) and shipped within 10 business days from receipt of the defective product by us We will pay all costs incurred in shipping the repaired or replacement product to you, except that if you are located outside the United States, you will be responsible for any taxes, duties, fees or other charges assessed in connection with importing the repaired or replaced product into your country of destination.
Okyo Service Model
The Okyo device is limited to ‘return and repair’ or ‘return and replace’ Service Model. You are eligible if you have a valid and active Okyo Garde subscription and the Restrictions (defined below) do not apply. Under this Service Model, we will work with you to repair and/or replace your device.
If you think you have to replace your Okyo Garde device, please contact Okyo Support from your Okyo Garde mobile app or by emailing firstname.lastname@example.org
Warranty and Service Model Restrictions
The applicable warranties and Service Model do not apply if the product:
- Has been altered, except by an authorized Palo Alto Networks, Inc. or Okyo-branded employee or representative.
- Has not been installed, operated, repaired, or maintained in accordance with the instructions supplied by Palo Alto Networks, Inc or Okyo-branded materials.
- Has been subjected to unreasonable physical or electrical stress, misuse, negligence, accidental damage, or damage caused by an Act of God.
- Is being used in a different country than where the original purchase or activation occurred.