Repair and Return Material Authorization (RMA) Process and Policy

Continuous Computing provides 12-month warranty returns to the factory for all its hardware products. Customers can buy an extended warranty on the purchased hardware before the original warranty expires. Continuous Computing may also repair products which are not under warranty on a time and material basis. The Repair centers for all Continuous Computing products are located in San Diego, California and Shenzhen, China.

A Return Material Authorization (RMA) number is required prior to returning any product for any repairs, upgrade or advance replacements. Follow “Product Return Procedure” instructions below to return your product to Continuous Computing for repair.

Product Return Procedure

Follow these easy steps to return a product to Continuous Computing for repair and/or replacement:

You need to have a user id and password to logon to the RMA request tool. If you do not have a user id and password, please contact your Continuous Computing sales director or send an email to support @ ccpu.com. Likewise, with any RMA submission problem, please send email to support @ ccpu.com.
Complete our online RMA Request form. The RMA form will require you to enter a valid Part Number and a Serial Number. Without valid part and serial numbers, the RMA ticket submission cannot be completed. If you require assistance with the RMA process, please download and review the instructions on the same page called “Issue Tracker Instruction Sheet”.
Please describe the failure symptoms on the description field of the RMA Ticket. This will help Continuous Computing to test and debug the product. Without this description, Continuous Computing will run the standard tests on the product.
After submitting the form, you will receive an RMA number automatically via an automated response. If you have any problem with the RMA form, please send an e-mail to support @ ccpu.com.
Package your product and address it to Continuous Computing using our convenient RMA shipping label.
You will be contacted soon after your package has been received at Continuous Computing with the estimated repair time and product replacement information.

Checking your RMA Status

You can view the status of your RMA by logging in to our RMA Tracking page with your customer login and password.

The RMA number is valid only for 14 days from the date of issuance. If we do not receive the product within that period, the RMA will be void and you will have to request a new RMA number.

In-Warranty Repairs

Continuous Computing rigorously tests all its products to ensure optimum quality and reliability. If the failure symptoms described by the customer cannot be duplicated by us and the unit passes our pertinent product testing, it will be reported as a “No Trouble Found” (NTF) and returned to customer.

At our discretion, in the case of excessive NTFs, the customer will be responsible for service fees and shipping costs.

If a returned unit fails our pertinent product testing, we will repair the unit and retest to confirm that is has been restored to a functional state.

Non-Warranty Repairs

Any service and/or repair requested for a product for which the factory warranty period has expired or has been invalidated because of customer-induced damage (resulting from misuse, abuse, missing components or modification) is considered a non-warranty service. Refurbishment or upgrading of a product to the latest specification is considered a non-warranty repair or service.

For non-warranty repairs or services, Continuous Computing will examine the returned hardware and send the customer a quote for the repairs. We will not work on the repairs until we receive a purchase order for the repairs. If the customer chooses not to repair the hardware, the customer will be responsible for the cost of the repair estimation and for shipping the product back to the customer.

Shipping

For products under warranty, the customer pays shipping to Continuous Computing and Continuous Computing pays for return shipment.

For products not under warranty, the customer pays for shipping both ways.

Normal Repair Time

Continuous Computing’s normal repair time is 15 business days from the date we receive the product at Continuous Computing. Major US or China holidays are excluded as business days.

RMA Escalation

Customers may escalate any technical support or RMA issue if it is not handled according to their expectation. Following is a guideline describing at which level an issue should be escalated depending on the severity of the issue and delay in resolving the issue. Customers can use the global support contacts listed on the Continuous Computing support web page to start the escalation process. Customer can also ask for name, phone number, and email address of the appropriate executive in the following table and contact that person directly.

Serial #	Severity Level	Management Escalation
		Who	When
1	Critical	VP Customer Support VP Engineering Executive Mgmt	Within next 24 hours 2 Business days 5 Business days
2	High	Customer Support Director Engineering Director Executive Mgmt	2 Business days 3 Business days 10 Business days
3	Medium	Customer Support Director Engineering Director	5 Business days 7 Business days
4	Low	Customer Support Director Engineering Mgmt	5 Business days 15 Business days

Expedite Option for Repairs

Continuous Computing offers a program to expedite repairs for an additional charge. Please contact sales @ ccpu.com for more information about our "Expedite RMA program."

If you have any questions regarding our RMA process, please contact Continuous Computing Customer Support:

Phone: +1.858.882.8911
(Monday through Friday, 8 am to 6 pm Pacific Time)
E-mail: support @ ccpu.com