Learn about Symantec’s Hardware Warranty and rules regarding the Symantec RMA process.
All Symantec hardware products come with a limited, non-transferable warranty. Symantec provides RMA hardware exchanges to those customers with a valid product entitlement under warrantyor an active hardware support contract.
Advance Hardware Exchange* is available for customers with hardware support levels of Standard Plus and higher.
Note: Technical support for software during the warranty period requires a separate Symantec support contract.
*Symantec will send a replacement unit to eligible customers in advance of the defective unit being returned by the customer per the hardware support level purchased and in accordance with Symantec’s Technical Support Terms & Conditions.
Hardware Warranty Response Times
1-Year Hardware Warranty*
Repair or replacement within 30 business days ship after receipt of the defective unit
3 Business Day Dead-On-Arrival (DOA) Policy where installation is within 30 days of shipment)
Anticipated delivery within 5 business days of notification, based on regional carrier services**
…or upgrade with Hardware Support (details below)
* Hardware warranties for certain Symantec products (including Blue Coat and Packeteer) varied by product prior to September 2017. The new unified product warranty is standardized across all products.
** Delivery may be impacted by delays in customs which are beyond the control of Symantec or its carriers.
Support Response Times
Hardware Support Options
10 Day Return-to-Factory (within receipt of defective unit from customer)
No, customer must ship defective unit in for repair/replacement
Same Day Shipment (arrival not guaranteed)
Next Business Day Arrival (guaranteed)
4hr Arrival (9x5) (guaranteed)
4hr Arrival (24x7) (guaranteed)
* Per support option purchased and as defined by Symantec’s Technical Support Terms & Conditions.