RMA process

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.
2a	Milestone Reseller Region: Canada, South and Latin Americas	Request a purchase for a replacement unit or component corresponding to the agreed replacement. The purchase request is sent to the Milestone Distributor serving the Milestone Reseller. The purchase order shall include the RMA number from Milestone
2b	Milestone Region: Rest of World	Request a purchase order for a replacement unit or component corresponding to the agreed replacement and is sent to the Milestone Distributor serving the Milestone Reseller. The Milestone Distributor will issue a purchase order and shall include the RMA number from Milestone
3	Milestone Distributor	Issue a purchase order for a replacement unit or component corresponding to the agreed replacement. The purchase order shall include the RMA number from Milestone	Milestone Store
4	Milestone	Dispatch a replacement unit or component corresponding to the purchase order. Send invoice to Milestone Distributor.
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. Use the freight service prepaid by Milestone.
7	Milestone PSSS	Once Milestone has received and validated the failed unit or component, Milestone will issue a credit note on the purchase of the replacement unit. For more information on the validation process, see Validation of received products.
8	Milestone Distributor	Receive credit note.