Fortine announced the launch of an enhanced RMA program for customers in
India, supported by Indelox Services on the logistics front. This new scheme
forms the backbone of an improved after-sales support infrastructure in the
country, allowing end-users the option to elect 24x7 Advance Replacement
service over the existing 8x5 Return and Repair offering. All existing and new
customers can now upgrade and/or opt for the premium 24x7 advance replacement,
which allows customers to receive their replacement units directly from Fortinet
before shipping out the defective unit.
According to Vishak Raman, Regional Director-India and SAARC, Fortinet,
“Large enterprises and carriers will find the new 24x7 Advance Replacement
service reassuring, as it ensures that there will be no downtime to their
security operations in the event of a hardware failure. Receiving the
replacement unit onsite for a direct swap provides CIOs the peace of mind to
consider Fortinet as the preferred enterprise security vendor with an added
competitive edge in the marketplace today. This new RMA program, directly
managed by Fortinet, is a key strategy in strengthening our business model in
the country. Fortinet is committed to the Indian marketplace and this improved
program, together with our customer service support center, is fundamental in
strengthening our market presence today.” Previously, the RMA program was
wholly managed by Ingram Micro, Fortinet's distribution partner in India.
For advance replacement (24x7) cases, Fortinet will work with Indelox
Services to ship a replacement unit to the customer upon receiving the completed
forms, in the event of hardware failure confirmed by Fortinet's support after
remote troubleshooting. If the forms (including shipping permits, if required)
reach Fortinet on or before 2 pm, the replacement unit will be shipped out the
same day. However, if the forms arrive after 2 pm hours, the replacement unit
will be shipped out the next working day. In both instances, freight charges
incurred during the outgoing shipment of the replacement unit will be borne by
Fortinet. The customer should hand over the defective unit to the nominated
courier, who will deliver it to Indelox Services on the same day or within the
next five days after the replacement unit has been delivered onsite.