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Salesforce - How do I request an RMA from Sangoma?

Salesforce - How do I request an RMA from Sangoma?

Table of Contents

Q: My Sangoma product is not operating properly. I suspect that it has a technical defect. How do I request an RMA from Sangoma?

A: To request a Return Material Authorization (RMA) from Sangoma for a suspected-defective product, create a Sangoma Tech Support case from digium.com or by contacting Sangoma Technical Support. Sangoma Tech Support will review the request. If approved, Sangoma will replace the defective product(s) in accordance with the Sangoma Return Policy and Sangoma Warranty Policy.

For each suspected-defective product, your request must include the Sangoma serial number, a description of the technical failure (declaration of failure), and a demonstration of the technical failure.

Sangoma Tech Support will review the request and will reply to inform you if the request is approved or if more information is needed.

 

Declaration of failure & demonstration of failure

Declaration of failure

Declaration of failure: a problem report; a description of the technical failure of the equipment, including the symptoms first observed by the end user.

Poor examples:

  • fails

  • dead

  • does not pass calls

Much better examples:

  • E1/T1 port 1 consistently fails pattern loopback test.

  • Analog FXS port 2 will not go offhook.

  • Server will not boot; server console displays, "... [a specific error message]".

The declaration of failure should provide sufficient detail -- including configuration and troubleshooting steps, if applicable -- to facilitate reproduction of the original issue. (After the suspected-defective equipment is received at Sangoma, Sangoma Failure Analysis Technicians will attempt to reproduce the symptoms as stated.)

Demonstration of failure

Demonstration of failure: diagnostic information to substantiate the failure. This includes debugging sessions (or logs with timestamps) that contain one or more occurrences of the symptom.

Whenever possible, the demonstration of failure should be repeated interactively on the original system by a Sangoma Technical Support team member.

Examples

Sangoma Switchvox appliances:

  • specific sections of Switchvox advanced error log

Sangoma VoIP Gateway appliances:

  • Advanced Debugging Session

Sangoma telephony cards with Asterisk:

  • patlooptest results

  • dmesg output (especially with DAHDI device driver debug messages enabled)

  • specific excerpts from Asterisk CLI output or Asterisk full log

 

See also