Hardware Support Policy

Hardware Support Policy

Problem Identification and Initial Troubleshooting

Notes
Detailed guidance for troubleshooting LED lighting fixtures can be found in the Troubleshooting LED Lighting Fixtures article.
Prior to contacting us about a malfunctioning product, please follow the steps below:
  1. Confirm a power cycle has been performed (remove power from the hardware for 30 seconds and then restore power)
  2. Gather the 8-digit, alphanumeric serial number of malfunctioning product.
  3. Note the current status of the hardware. Is it partially functioning? If so, how?
  4. Note any indicator lights colors and blink patterns.
  5. Submit a Ticket with the facility name, details of environment the hardware is operating in, and information collected in the steps above.

Contacting SiteWorx Support

SiteWorx Support is available Monday - Friday, 8AM - 5PM Eastern Time, excluding holidays. The best way to contact us is by emailing support@siteworx.io or Submit a Ticket. If a call is needed, please request a call via email and we will reach out as soon as possible. If you're a SiteWorx subscriber or Authorized Reseller, you can call us using your dedicated support phone number.

Return Material Authorization (RMA)

If troubleshooting is unsuccessful and products are malfunctioning and within the warranty period, SiteWorx Support may authorize a Return Material Authorization (RMA). The warranty period and terms are detailed in the Limited Warranty Statement that was in effect at the time of sale.
Alert
If your SiteWorx or Digital Lumens products were purchased through a reseller, please contact your reseller to initiate an RMA.
Info
Serial numbers are required for all RMAs to ensure we provide the correct model of replacement and to validate warranty status. Serial numbers can be obtained from the Admin > Network page of SiteWorx without needing to access the fixtures using a lift.

RMA Replacement Process

If SiteWorx Support authorizes an RMA to provide replacement hardware, the replacement process will continue as follows:
  1. All replacement hardware ships via ground (or ocean) service. If the requester wishes to use a faster method, they must authorize use of their shipping carrier or prepay expedited costs.
  2. Time between RMA authorization and product shipment may vary depending on product availability.
  3. If requested by SiteWorx, the malfunctioning hardware must be returned to us at the customers expense within 30 days after the delivery of replacement hardware. If hardware is not returned to SiteWorx, then the unreturned hardware is automatically considered to be not a valid warranty claim and is subject to invoice at full price, plus shipping and fees. Hardware that is returned without proper troubleshooting may be subject to a re-stocking fee.
  4. By default, all RMAs will be processed as Advanced RMAs unless previous RMAs at the facility were determined to be not valid warranty claims or a Standard RMA is explicitly requested.
  5. All outstanding invoices must be paid in full before any RMAs will be authorized.
  6. If requested by SiteWorx at the time of RMA authorization, malfunctioning hardware replaced in previous RMAs must be returned to SiteWorx before any subsequent RMAs can be authorized.
  7. Refurbished product may be sent as replacement.
  8. Replacement hardware warranty is based on the original material purchase date.

Advanced RMA

SiteWorx ships replacement hardware to the partner or end-user, prior to malfunctioning product being returned.

In cases that we request malfunctioning product to be returned, the malfunctioning hardware must be returned to SiteWorx at the customers expense. The user must return the malfunctioning product back to SiteWorx for diagnosis within 30 days. The user assumes liability of damage during shipping so please package carefully. Typically the malfunctioning fixture can be returned using the packaging from the replacement.

Once SiteWorx receives the malfunctioning product, it will be diagnosed and a warranty determination made. If it is concluded that the problem was covered under warranty, no further action is required. If it is concluded that the RMA is not covered under warranty, an invoice will be sent for the out of warranty replacement, plus shipping and fees. For each fixture replaced via Advanced RMA but not covered under warranty, the invoice will include the fixture price at MSRP, a Shipping & Fulfillment fee and a Diagnostics fee.

Standard RMA

If a product is suspected to be malfunctioning due to a condition not covered under the Limited Warranty Statement, but the user would like it to be diagnosed for warranty determination prior to shipping replacement hardware, a Standard RMA can be requested.

Under the Standard RMA process, the customer ships the malfunctioning hardware to SiteWorx where it will be diagnosed for warranty determination. If it is concluded that the problem is not covered under the Limited Warranty Statement, the customer will be notified and a replacement will not be provided via RMA.

By performing the warranty determination upfront, the Standard RMA process avoids the possibility of invoices and allows the customer to purchase replacements for any fixtures not covered under warranty thus avoiding the Shipping & Fulfillment and Diagnostics fees associated with Advanced RMAs not covered under the Limited Warranty Statement.

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