How to initiate RMA Return Mechandise Authorization for a PAM hardware appliance

Products

• CA Privileged Access Manager - Cloakware Password Authority (PA)
• CA Privileged Access Manager (PAM)

Issue/Introduction

This document captures the procedure for Return Merchandise Authorization (RMA) for PAM hardware appliance. . First, Customer files a support ticket with Broadcom Support. Second, Broadcom Support sets up a troubleshooting/diagnostic session between the customer and SourceSupport via a SourceSupport ticket.  If  the issue is not resolved and If RMA is still required then Broadcom Support reaches out to MBX systems to arrange the replacement of the PAM Hardware Appliance for the customer. 

None. 

Environment

PAM Hardware Appliance

Resolution

1. Customer files a support ticket for Privileged Access Management Support at Broadcom via ticket filed at support.broadcom.com.

2.  Broadcom Support sets up a troubleshooting/diagnostic session between the customer and its client SourceSupport via a SourceSupport ticket.  This may resolve the hardware issue and if so step 3 below is not needed.

3. If issue is not resolved and If RMA is still required then Broadcom Support reaches out to MBX systems to arrange the replacement of the PAM Hardware Appliance for the customer. 

Additional Information

None.