Palo Alto Networks Product Warranty
All Palo Alto Networks products are covered by a 90 day software and 12 month hardware warranty. To take advantage of our warranty related information and updates, we encourage you to register your products through our Palo Alto Networks Support Portal (https://support.paloaltonetworks.com). Details on your software and hardware warranty are outlined below.
Your Software Warranty
The standard warranty for software is 90 days. During the 90 day warranty period, you are entitled to all software updates (bug fixes, maintenance releases, and feature upgrades) for your particular software product. You can download the software updates through our software update portal embedded in your device web interface, or through the password-protected Palo Alto Networks support web site. You must create an account and register your device for access into the support portal.
The standard warranty for our hardware is 12 months from the date of shipment by Palo Alto Networks. It is a 'return and repair' hardware service model. If an RMA is required during the 12 month period, we will work with you to confirm the hardware problem and issue an RMA number to be used when you ship the product to Palo Alto Networks.
You are responsible for all shipping costs incurred in returning the defective product. Products will be repaired or replaced within two weeks from receipt of the failed device. Palo Alto Networks will pay all shipping costs incurred in the shipment of the repaired or replaced product back to you, excluding any costs or fees associated with importation for shipments outside of the United States. If, however, Palo Alto Networks reasonably determines that the item is functional, you will pay all transportation costs. If the defective product returned is not covered by the terms of the warranty, or is out of warranty, then you are responsible for the cost of repair by Palo Alto Networks, including all shipping expenses.
The hardware and software warranties do not apply if the product:
- Has been altered, except by an authorized Palo Alto Networks, Inc. employee or representative.
- Has not been installed, operated, repaired, or maintained in accordance with the instructions supplied by Palo Alto Networks, Inc.
- Has been subjected to unreasonable physical or electrical stress, misuse, negligence, accident, or damage caused by an Act of God.
Hardware Return Procedures
A defective item can only be returned if it references a return material authorization (RMA) number issued by authorized Palo Alto Networks support personnel. To request an RMA number, you must contact Palo Alto Networks technical support center via email (firstname.lastname@example.org), or the Palo Alto Networks support portal. The RMA number must be included on the outside carton label of the returned item.