Advance RMA process

The table below describes the principal steps to be taken when returning a Husky unit, or Husky component, for RMA. The RMA process is initiated by Milestone Support once a Husky unit has been authorized for RMA handling under Milestone Husky Limited Warranty Agreement.

Step Stakeholder Actions Milestone Resources
1

Milestone Support


Milestone Reseller


End-customer

Agree on the type of RMA:

  • Standard replacement
    Failing Husky NVR unit is returned with HDDs
  • Data Protection Replacement
    End-customer keeps HDDs and the failing Husky NVR unit is returned without storage drives
    (available for Husky X series units only)
  • Component replacement, return of individual hot swappable HDD or power supply unit.
  
2 Milestone Support Issue Advance RMA e-Sign agreement to the Milestone Reseller. RMA e-Sign agreement
3 Milestone Reseller Accept and return RMA e-Sign agreement to Milestone Support RMA e-Sign agreement
4 Milestone Dispatch a replacement unit or component corresponding to the agreed replacement in the RMA e-Sign agreement.  
5 Milestone Reseller

Upon reception of the replacement product or component, unpack and install it with the End-customer.

The replacement can be pre-loaded with a different XProtect VMS release version than the original unit, whereby the software on the replacement unit may require to be upgraded or downgraded to match the End-customers installation and XProtect VMS license.

Getting Started Guide


Hardware and Service Guide
6 Milestone Reseller Package the failed unit or component in the shipment packaging in which the replacement unit or component was received. Send the failed unit or component to Milestone within five business days after the reception of the replacement unit or component.