Zyxel Support Service [NBD] - Next Business Day Service Terms and Conditions

Within Zyxel, we understand that our customer's networking equipment is critical to their business's on-going running. As a result, we strive to continually review our manufacturing procedures to ensure the products we sell are reliable and meet our customer's network's demands. We appreciate that sometimes something can go wrong and have defined a range of warranty services designed to meet our customers' expectations. In an unlikely event of failure on Zyxel networking equipment, our Advanced Replacement Services enable us to minimize our customers' impact and have them up and running as normal as soon as possible. This saves costs and helps our customers to recover quickly.

Types of Service

• The Advanced Replacement Next Business Day Services from Zyxel

Zyxel has defined two levels of advanced replacement services applicable to our business products to take the stress out of equipment failures. The service covers all products listed under the SMB section of the Zyxel local websites. In Zyxel, we believe our customers should define the decisions on the level of service. As a result, we offer our customers the choice of two levels of service:

• Next Business Day Shipment (NBDS)

This service is free for all Zyxel professional network products or SMB Business products. The Zyxel service and support organization will send out a replacement product to you from our service center on the next business day after notification and failure acceptance. On receipt of the replacement item, you arrange the return of the defective one to us.

• Next Business Day Delivery (NBDD)

In addition to the standard free service, Zyxel offers a chargeable Next Business Day Delivery Service(NBDD) for our customer's critical networking equipment. To enable this service, you purchase a service license, link it to the registered device, and in the event of a failure Zyxel will guarantee the dispatch of the replacement product on the same business day as your notification to Zyxel of the issue.

• Next Business Day Delivery (NBDD) Service for Gold Partners

Starting from 01.01.2021 we offer this NBD Service for all ZAP Products offered by our Gold Partners of the Zyxel Ally Partner Program.

• Products

For a list of all products specifically covered by the Advanced replacement services: please click here

Should you have a query about the coverage of a specific product, please contact your Zyxel sales office or the local Zyxel support organization.

* Note: To activate or transfer a license for a USG FLEX H Series device, please contact Technical Support And USG FLEX H series NBDD license can be only registered and activated (redeemed) on the Nebula or Circle portal.

If you are interested in how to register your device and link an NBD license to it, have a look at the following video:

Terms and Conditions

Registration

At Zyxel, we encourage all of our customers to register their products so we can ensure the right levels of service and products are available to meet any customer issues that may arise. For the Next Business Day delivery service and linked license registration is mandatory.

The address of the license service is https://portal.myzyxel.com/users/sign_in

To enable the Next Business Day Delivery Service for each product, registration on our Server http://www.myzyxel.com within 90 days of receipt of the purchased product is mandatory.

The registration process consists of the following steps:

1. Register as a user or value-added reseller on myzyxel.com
2. Log in to the server myzyxel.com using the registered or existing account
3. Register each specific product by entering the requested data
4. For each specific product, the available services and licenses appear in the list to activate.
5. Purchase the relevant service license applicable to the specific product
6. Enter the license key of the NBDD service purchased for the product.
7. Link the service item to the registered product
8. Activation is not possible if and when:

• The location of the customer is outside the service area for NBD services.
• The device that the customer wants to register is not covered by the NBDD service

1. Users or valued-added resellers can request the NBDD service two business days after the completion of registration and linkage of both the service and the product within myzyxel.com.

Activating the Next Business Day Service

To process or activate the advanced replacement of a business product please follow the procedure below

1. End Users or Value Added Reseller's request RMA by completing the local provided form on the local Zyxel Website or by contacting the Zyxel Service Center shown on Zyxel media (www.zyxel.com)
2. By requesting the RMA handling the End User or Value Added Reseller agrees to the Zyxel RMA Terms and Conditions stated in the latest version on the website.
3. Zyxel will consider the warranty claim and may contact the End User or Value Added Reseller to discuss details.
4. The RMA request confirmation provided by the RMA Service Center contains the required details and expected service lead time, where the local cut off time is also regarded.
5. The Service Center provides an RMA number to the requester of the service and the detailed terms of the RMA handling as a formal acceptance of the warranty claim.
6. A replacement device will be sent out to the End User or Value Added Resellers  address on the same or next business day corresponding to the service
7. The End User or Value Added Reseller can swap the replacement device with the defective device within 15 business days
8. The defective device must be returned to the Service Center following the warranty service terms and conditions.
9. If the device is not returned to Zyxel, the service centre will charge the end-user sales price to the RMA requester and claim the payment within 8 days.

Next Business Day Services Terms and Conditions

This document describes the Terms and Conditions of product services that Zyxel Networks A/S, further named “Zyxel”, provides for end-users and value-added resellers of specified products. Next Business Day extended services are part of the valid warranty terms and conditions for Zyxel products. The process of operating the swap device to the customer is called Return Material Allowance further named “RMA”.

Definition of Services

For defined Zyxel Business Products the following Advanced Replacement Services are offered in specified Countries in Europe:

• Next Business Day Shipment (further called NBDS) – a replacement product will be sent out to an address within the specified countries on the next business day when the RMA case handling is accepted by Zyxel customer service.
• Next Business Day Delivery (further called NBDD) – a replacement product will be sent out the same day the RMA case is accepted by Zyxel customer service. Local cut off time is 2:00 p.m. for an RMA request to Zyxel CSO Team. Within the specified countries the delivery will reach the requested address on the next business day between 09:00 am and 06:00 pm.
• Next Business Day Delivery +1 (further called NBDD+1) – same like NBDD but due to country or logistics infrastructure limitations the shipment takes one additional business day.
• Country Coverage of service NBDS and NBDD services are available in Belgium, Czech Republic, Denmark, Finland, Germany, Ireland, Poland, Spain, Sweden, The Netherlands and the United Kingdom. NBDD+1 service is available in North of Sweden, Austria highlands, Hungary and Slovakia, Islands and highlands of countries named under NBDD with less covered infrastructure. The service lead time will extend in case of local bank holidays. Details will be provided by the Service Center or on the local Zyxel websites.
• Products and ServicesSpecified Zyxel Products that are listed as the business product (SMB) in the attached list are covered by the NBDS Service. Further, the website informs about products which an NBDD Service can be registered for. To enable any of the Advanced Replacement Services users or resellers should register the products on the local Zyxel website. In the case of the NBDD service registration of the individual covered products is mandatory.
• Enabling the NBDD ServiceTo enable the service for each product, registration on our Server http://www.myzyxel.com within 90 days after the purchase date of the product is mandatory. The registration process consists of the following steps:

• Register as a user or value-added reseller on myzyxel.com
• Log in to the server myzyxel.com using the registered or existing account
• Register each specific product by entering the requested data
• For each specific product, the available services and licenses appear in the list to activate.
• Purchase the relevant service license applicable to the specific product
• Enter the license key of the NBDD service purchased for the product.
• Link the service item to the registered product
• Activation is not possible when
  • The location of the customer is outside the service area for NBD services.
  • The device that the customer wants to register is not covered by the NBDD service.
• Users or valued-added resellers can request the NBDD service two business days after the completion of registration and linkage of both the service and the product within myzyxel.com.

Extension and duration of the NBDD Service

Zyxel offers appropriate licenses to enable the service listed below, the licenses are available for purchase through Zyxel's usual channel partners. These service extensions are offered by the sales organization and will enable the service as described within sections §1 to §3. The maximum duration of the NBDD service is equal to the warranty period offered for the product and up to a maximum of 5 years. The NBDD service will not be continued after the warranty period expires, even when an activated license duration period extends beyond the defined warranty period. End Users or Valued Added Resellers should choose the product type and period for the required service.

* Note: To activate or transfer a license for a USG FLEX H Series device, please contact Technical Support And USG FLEX H series NBDD license can be only registered and activated (redeemed) on the Nebula or Circle portal.

RMA process for Next Business day services (NBDS)

• End Users or Value Added Reseller's request RMA by completing the local provided form on the local Zyxel Website or by contacting the Zyxel Service Center shown on Zyxel media (www.zyxel.com)
• By requesting the RMA handling the End User or Value Added Reseller agrees to the Zyxel RMA Terms and Conditions stated in the latest version on the website.
• Zyxel will consider the warranty claim and may contact the End User or Value Added Reseller to discuss details.
• The RMA request confirmation provided by the RMA Service Center contains the required details and expected service lead time, where the local cut off time is also regarded.
• The Service Center provides an RMA number to the requester of the service and the detailed terms of the RMA handling as a formal acceptance of the warranty claim.
• A replacement device will be sent out to the End User or Value Added Resellers address on the same or next business day corresponding to the service
• The End User or Value Added Reseller can swap the replacement device with the defective device within 15 business days
• The defective device must be returned to the Service Center following the warranty service terms and conditions.
• If the device is not returned to Zyxel, the service center will charge the end-user sales price to the RMA requester and claim the payment within 8 days.

RMA Shipment

• The shipment needs to comply with EU countries legal regulations and the terms of conditions of Zyxel Warranty policy.
• The customer is responsible for the shipping costs to Zyxel, while Zyxel is responsible for shipping the returned unit to the customer.
• Return shipments for RMA handling require the customer to state the RMA Number and the correct return address on the outside box of the RMA shipment. Additional documents travelling with the device may not be returned to the sender.

Any shipment that does not comply with the RMA terms and conditions will be rejected at the Zyxel service center receiving point. In such cases, if the forwarder claims additional costs they will be on behalf of the sender

Out-of-warranty RMA

• RMA cases which are not covered by Zyxel warranty will incur service charges to the RMA requester.
• In such cases where an End User or Value Added Reseller customer cannot provide proof of purchase or provide proof of the warranty service license for the defective product, the Zyxel Service Center will issue a quotation of the repair charge to the End User or Value Added Reseller requester.
• Should the End User or Value Added Reseller accept the quotation and process payment by the offered payment system or can they provide their repair decision to the Service Center?
• When payment is received the RMA case is processed as agreed.

During the repair process in the event that a discovered defect within the device may turn out as a non-warranty case, the Service Center will inform the customer about the findings and set the case pending until notice

Service Limitation

Zyxel will strive to meet the promised lead time of the Advanced Replacement Service Offerings as long as unexpected influences do apply. Such Incidents are not limited to weather or economic influences, such as storm or ice conditions or embargo of delivery areas due to political conflict. In the event that the service lead time is extended by a delay caused by the Zyxel service organization or one of its partners for more than two business days for the appropriate paid service, the customer can claim back the original purchase price for the service extension license. Zyxel is not responsible for other costs claimed by license owners outside this service agreement, such as travel or technical expenses, loss of profit or business. In general, the valid terms and conditions of warranty services by Zyxel apply to all RMA services operated by Zyxel or their contract partners.