Should a ZXTM Appliance suffer a hardware failure, the following information describes the procedure for returns.

The items that can be replaced include:

• Hot swappable PSU (7000 series only)
• Disk Drive (7000 series only)
• Complete Appliance

To be eligable for replacements you must qualify for one of the following:

• You belong to the Advanced Replacement Program (ARP) which entitles you to prioritized hardware replacement turnaround times
• You have a valid Standard of Premium Support Contract without ARP as you do not require prioritized hardware replacement turnaround times

If you have purchased your ZXTM Appliance from one of our partners, please contact them directly. The procedures documented here are specific only to customers who have purchased directly from Zeus Technology and belong to ARP.

Customers with ARP

Firstly, consult the section titled 'Troubleshooting Hardware Problems' at the back of the ZXTM Appliance Quick Start Guide' that was supplied with your appliance.

Should that not resolve the problem contact our Support Department using the contact details provided on the Data Sheet supplied when purchasing support.

We will ask you for:

1. A description of the fault
2. Your name and contact details
3. The address the replacement unit/parts should be shipped to
4. Model number of the failed appliance e.g. 2000, 5000, 7000
5. Hardware serial number of the failed appliance

Please ensure that you have the above details when you contact us to avoid delays in arranging the return.

We will then contact our Replacements Center to make the arrangements and then supply you with a shipment tracking code.

We will then ask you for the address from which the failed unit can be collected.

Hardware covered by Standard/Premium Support(without ARP)

Firstly, consult the section titled 'Troubleshooting Hardware Problems' at the back of the ZXTM Appliance Quick Start Guide' that was supplied with your appliance.

Should that not resolve the problem contact our Support Department using the contact details provided on the Data Sheet supplied when purchasing support.

We will ask you for:

1. A description of the fault
2. Your name and contact details
3. The address the replacement units should be shipped to
4. Model number of the failed appliance e.g. 2000, 5000, 7000
5. Hardware serial number of the failed appliance

Please ensure that you have the above details when you contact us to avoid delays in arranging the return.

We will then contact our Service Center to make the arrangements and then get back in contact with you to supply:

1. Shipment tracking code of replacement units
2. Address you should return the faulty item(s) to

Please note that customers without ARP are responsible for the payment and arrangement of shipping the failed unit(s) to an authorized Zeus Service Center.

When our Service Center has received the failed unit, they will endeavour to diagnose the fault and either replace the failed component or supply a replacement system(at their sole discretion).

The repaired or replacement unit will be shipped to the addressed supplied to Zeus(please see above).

Customers (and/or their shipping agents(s)) are responsible for the insurance of the goods (in the event of loss/theft/damage in transit etc.). Neither Zeus or its suppliers will be held responsible for any damage or loss during shipping to the Zeus Service Center.

Please note that prioritized replacement times are not provided to customers who are not part of ARP.