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UTM-1 Edge Hardware Warranty

Check Point warrants that the hardware components of the UTM-1 Edge Appliance shall be free from material defects in design, materials, and workmanship and will function, under normal use and circumstances, in accordance with the documentation provided, for a period of one year from the date of shipment by Check Point.

If the unit has a hardware failure during this term, subject to the criteria specified in the limited hardware warranty, the customer can begin the Return Materials Authorization (RMA) process by contacting Check Point Technical Support.

Please open service request using SecureTrak.

Or please call: Americas: +1-972-444-6600; International: +972-3-6115100 and select the appropriate options from the menu.

Please see the VPN-1 Edge Appliance Hardware Warranty for more details.

RMA procedure

  1. The hardware must be under warranty to be entitled for RMA.
  2. The Customer/Partner should contact Check Point Technical Support.
  3. The Customer/Partner opens a ticket and receives a Service Request (SR) #, which will act as the RMA # as well.
  4. After a Check Point Engineer troubleshoots the hardware and determines that a hardware replacement is needed, he/she will fill out an RMA form specifying the hardware and shipping details.

    Note: In case the customer owns a shelf spare unit, he can deploy it immediately in the production environment. The shelf spare unit has a 30 days license installed. The customer is expected to deliver the defective unit to one of Check Point warehouses within that 30 days period.

  5. Check Point will ship a replacement UTM-1 Edge unit on the Next Business Day during normal business work hours.
  6. Check Point engineer keeps the service request open until the customer confirms that the replacement unit has been received and the issue is resolved.
  7. The replacement unit will arrive with a temporary, 30-day license.
  8. Note: In case the customer owns a shelf spare unit, which was deployed in production environment, the customer should deploy the new replacement unit instead of the temporary shelf spare unit. The replacement unit will include a full license, according to the defective unit license. The shelf spare unit will be kept separately for future use.
  9. To get the permanent license for the unit, the customer must ship the defective unit back to a Check Point warehouse.
  10. In case the defective unit is shipped using the services of DHL, UPS and Fedex, a permanent key will be issued upon providing the courier name and tracking number to the Check Point TAC.  In any other case (i.e. using any other mail services), the permanent key will be issued once the defective unit is processed received in a Check Point warehouse.