A hardware fault in a Thales e-Security product that is covered under a support contract may sometimes be addressed by the replacement of your faulty unit with a working unit.
In such circumstances Thales will issue you a RAN number to allow you to return the unit in question to Thales, for investigation and repair or replacement.
It is important that a faulty unit should not be returned to Thales without advance warning and only aftera valid RAN number is issued.
Contact your Thales Customer Support helpdesk to get a diagnosis of your hardware and to be issued with a RAN number if required
|IMPORTANT INFORMATION FOR RETURNING A UNIT|
|Return of faulty units||Installed firmware|
When a Thales e-security device covered by your support contract fails you will need to remove and return the original product to us. Installing the repaired/replacement product is at your cost, including any taxes and duties.
|Please note that a replacement unit always contains the most up to date software, while your unit may contain a different version. Should you require a different software version to be loaded onto your replacement unit, then please alert us in advance.|