Service
RMA and logistics services
RMA (return merchandise authorisation) handling is the process of getting a failed component out of your rack, back to the vendor and replaced. DataOptix removes the faulty part, packages it to the vendor's requirements, manages the shipment and installs the replacement when it arrives. We can also hold and rotate your spares locally so a swap does not wait on international freight.
What's included
What rma and logistics covers
Every engagement is scoped to your site and your build standard. This is what the work typically involves.
- Faulty component identification and removal
- Vendor RMA raising and case tracking on your behalf
- Antistatic packaging and vendor-compliant labelling
- Inbound and outbound shipment coordination
- Customs documentation for cross-border returns
- Local spares holding and stock rotation
- Replacement installation and verification
- Serial number tracking and disposal certificates
How it works
From request to sign-off
Step 1: Identify and remove
We confirm the failed part on site, capture its serial number and remove it without disturbing the rest of the cabinet.
Step 2: Return and track
The RMA is raised, the part packaged to vendor specification and shipped. We track the case and keep you updated on the replacement date.
Step 3: Install the replacement
The replacement is installed, verified and documented, and the paperwork closed out with serial numbers recorded at both ends.
Response
SLA options
Pay as you go carries a 4-hour response SLA. Block-hour customers are dispatched on 2-hour and take priority over ad-hoc requests.
Pay as you go
4-hour response
Occasional, unplanned work with no ongoing commitment
Block hours
Most popular2-hour response
Regular work, or uptime requirements that need faster response
Project-based
Scoped per project
Migrations, new builds, audits and cabling programmes
Where
RMA and logistics in your city
These are the markets with a standing local team and an agreed response commitment. Growth markets are covered on request through our engineer network.
RMA and logistics questions
Can you raise the RMA with the vendor for us?
Yes, where you have authorised us on the support contract. We can also work the other way round, with you raising the case and us handling only the physical removal, packaging and shipment.
Do you hold spares locally?
In several of our cities, yes. Holding a small local spares pool is usually much cheaper than the downtime cost of waiting for international freight, and we rotate stock so nothing sits past its useful life.
What about data-bearing drives?
Drives that cannot leave your control are handled to your policy. That can mean secure erasure before return, retention of the drive under a keep-your-drive agreement, or certified destruction with a certificate issued to you.
Do you handle customs for international returns?
Yes. We prepare the commercial documentation for cross-border returns and repairs, which is where most delayed RMAs actually get stuck.
Related
Services that go with this
Need rma and logistics?
Tell us the site, the scope and the timescale. A coordinator replies within 2 business hours.