Repairs and Returns
Hardware warranty
The hardware warranty for new Occam products begins upon original ship date, as evidenced by proof of purchase, and continues for five years for BLCs (including chassis) and two years for ONTs. Other products sold through Occam have a warranty passed through from the manufacturer. Refer to your product purchase agreement for specific warranty information. During the product warranty period, a defective unit will be repaired at no cost to you. Hardware warranty includes remote telephone support 24 hours per day, seven days per week for emergencies, and standard business day coverage for non-emergencies.
If a hardware problem is identified in the first 72 hours after installation, an advance replacement product will be shipped to you. Please note that the original product must be returned within 14 days; if we do not receive the original product within 14 days, you will be charged the then-current list price for the replacement item.
Beyond the first 72 hours, if an Occam product has been determined to be defective by the TAC, you will be asked to return your unit to Occam for repair following standard warranty RMA guidelines. Your unit or a replacement part will be returned within 30 business days of receipt of the failed item. Replacement parts used in hardware repair may be new or equivalent to new. All modules are fully tested to meet factory specifications and carry a 90-day warranty from date of shipment. Assemblies replaced become the property of Occam.
Products not covered under warranty or by an Occam Service Agreement must have an authorized purchase order prior to shipment of replacement product. In situations where an Advance Replacement unit is necessary for the continued function of your network, you may purchase our Emergency Expedite Fee (775107, $500 per occurrence) and we will ship your replacement unit right away.