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PAM hardware RMA SLA

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Article ID: 213346

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Updated On:

Products

CA Privileged Access Manager (PAM)

Issue/Introduction

Hi Support,

1) In the event of a hardware failure, what is the RMA SLA for PAM Hardware, as for PAM hardware there is no need to buy hardware maintenance?
2) Will there be a one-to-one replacement with an RMA unit? 

Environment

Release: 3.4.x

Component : PRIVILEGED ACCESS MANAGEMENT

Resolution

We do not provide SLA because we can not control shipping nor customs.  

PAM 404 Hardware includes a 3yrs warranty.
Annual Maintenance is only required for the PAM software. PAM does not use a CRU system.  

PAM 404 hardware has redundant SSD and PSU (Power Supply Unit).
PAM 404 includes factory reset (to the shipped 3.4 or above GA). The PSUs are pluggable so if one fails we can ship.  

In a failed system that is not PSU-related, where reboot to Factory does not work, our last resort is RMA of the hardware without the SSD units (keeping sensitive data with the customer).
We can ship replacements 404 or SSD, depending on the customer's preference once Support and Product Management agree this can not be resolved any other way.