ANTlabs Support

For customers that purchase ANTlabs products, ANTlabs provides 1st-year product warranty. This assurance represents our commitment to providing high-quality products and services, giving peace of mind to our customers. Read More

On top of the standard product warranty and support that comes with our product, we also offer extended warranty and support options for our customers to extend the warranty coverage of our products. The following are the available Extended Warranty and Support Options that can be separately purchased together with the Product. Read More

Under this option, the customer can report a faulty hardware unit to ANTlabs support. Upon confirmation of the hardware fault, the standard HW RMA process will trigger. A new replacement unit will be shipped out to the customer when ANTlabs receives the faulty unit.

The customer is responsible for backing up, properly storing configuration files, and implementation those setting on the replacement hardware.  The replacement system will be new or refurbished at the discretion of ANTlabs.

Advanced Hardware (HW) RMA

This is an enhancement to Hardware RMA, which improves the turn-around time for the customer.  Under this option, a new replacement unit is shipped out to the customer on the next business day (Singapore) after completion of troubleshooting when ANTlabs support accepts and logs a system hardware fault before 16:00 (Singapore Time) Monday to Friday.

The customer is responsible for backing up, properly storing configuration files, and implementation those setting on the replacement hardware.  The replacement system will be new or refurbished at the discretion of ANTlabs.  RMA unit receives a thirty (30) day hardware warranty or the remainder of the original hardware warranty or active maintenance contract, whichever is longer.

The faulty unit must be returned to ANTlabs authorized distributor within twenty (20) days.  If not, the full purchase price will be charged to the customer.

NBD (Next Business Day) Onsite Servicing

This is an advanced hardware replacement/servicing option whereby replacements parts and our support engineer are sent to the customer site on the next business day upon confirmation of RMA.  This support option can place a certified engineer at the customer’s location the following business day, after completion of troubleshooting when ANTlabs support accepts and logs a system hardware fault before 16:00 Monday to Friday, subject to parts availability.  Service is performed on-site at the customer’s location and is available Monday – Friday from 9:00 to 17:00 excluding normally observed local holidays.

The End User information (customer name, address, contact number) must be present to activate this level of RMA.  Refer to the ANTlabs Support Portal or Appendix A for a sample of the form. Incorrect or incomplete information about the End User will result in this service delivery and may affect the promised service level agreement.

In addition, this level of RMA service is only applicable to products purchased in the specific supported countries and will not apply to parallel-imported units. For example, for a unit purchased in the US, onsite support can only be provided to an address in the US.   Refer to ANTlabs Support Portal or Appendix B for the most current list of supported countries.  For countries not in the supported list, the support level will fall back to the Hardware RMA (replacement) option detailed above.

All claims filed for hardware units that fail will be repaired at the discretion of ANTlabs. RMA parts/components receive a sixty (60) day hardware warranty or the remainder of the original hardware warranty or active maintenance contract, whichever is longer.