Hardware Support User Guide

Getting Assistance

Skyhigh Hardware Support options supplement your support contract with solutions specific to the hardware and appliances you have purchased.

If you have issues with an appliance, contact support and your request is escalated to the Hardware Support team. Skyhigh offers a number of ways you can open a service request, depending on the urgency of your request.

• The Service Portal allows you to create and track Service Requests via the Service Requests tab. https://www.skyhighsecurity.com/en-us/support.html 
• Phone Support is provided. Phone numbers for your country are found in KB95597 - Enterprise and SaaS Support Contact Information. - https://thrive.trellix.com/s/article/KB95597

Updating Hardware Location 

When you purchase a new appliance that is deployed to a location other than the delivery address or you move your hardware to a new location, you must inform Hardware Support of the new location. Moving the hardware to a new location does not change your existing hardware support contract. Failure to notify Skyhigh of the location change may affect the ability of Skyhigh to provide service in a timely manner.

Contact your sales representative to complete a Transfer License Form.

Hardware Support Availability

The availability of specific Hardware Support options is dependent on the geographic location and type of appliance. If the hardware is deployed in a
location where Skyhigh cannot provide the specific on-site service level, the commercially reasonable efforts are made to deliver the best alternative hardware support possible. For a list of supported countries for Skyhigh appliances, see: https://supportm.trellix.com/webcent...-locations.pdf

On-Site Overview

On diagnosing a hardware incident, Skyhigh will dispatch an authorized service technician to the location of the defective hardware with parts of like or better quality and provide the labor necessary to repair or replace the hardware. The service technician will verify that the necessary hardware has been shipped or has been received in hand and will arrange to arrive on location accordingly to begin hardware repair or replacement.

Same Day 

The Same Day Support is 7X24. If Skyhigh verifies a hardware defect at any time of day or night, Skyhigh will endeavor to ship Field Replaceable Units (FRUs) or Customer Replaceable Units (CRUs) the same day or the next business day. For FRU-related issues, Skyhigh will dispatch an authorized technician the same day or the next business day (but only after validation of the replacement FRU). For CRU-related issues, there is no On-Site technician.

In the event of a Full Box Replacement (FRB), Skyhigh will use commercially reasonable efforts to deliver the replacement. Delivery times may vary and are subject to carrier schedules and customs. Additional information may be required from the customer before shipping international deliveries.

Media Retention: In the event the customer requires a complete appliance replacement, the customer will incur no cost for media drives retained. Skyhigh requires the hardware appliance to be returned after the media has been removed. The customer will receive a Media Retention Statement to record the disposition of drives to be returned within 10 business days.

Next Business Day  

Next Business Day Support is a 5x10 service. If Skyhigh verifies a hardware defect that requires designated Field Replaceable Components (FRUs) or Customer Replaceable Units (CRUs), Skyhigh will endeavor to ship FRUs or CRUs on the next business day. For FRU-related issues, Skyhigh will dispatch an authorized technician to the location of the hardware incident on the first business day following the validation of the replacement FRU receipt. For CRU and FBR-related issues, a technician will not be dispatched or scheduled. In the event of a Full Box Replacement (FBR), Skyhigh will use commercially reasonable efforts to deliver the replacement. Delivery times may vary and are subject to carrier schedules and customs. Additional information may be required from the customer before shipping international deliveries.

Media Retention: In the event the customer requires a complete appliance replacement, the customer will incur no cost for media drives retained. Skyhigh requires the hardware appliance to be returned after any media has been removed. The customer will receive a Media Retention Statement to record the disposition of any drives to be returned within 10 business days.

Advanced Replacement (RMA) Next Business Day Ship 

Replacement hardware is shipped to the location of the defective hardware on the next business day after the hardware defect has been diagnosed. Delivery times may vary and are subject to carrier schedules and customs. Additional information may be required from the customer for international deliveries which may result in a delay in shipping the replacement hardware.

Skyhigh is responsible for the shipping costs of the replacement hardware and return of the defective unit. You are required to return the defective unit in the packaging provided to Skyhigh within 30 days following receipt of the replacement hardware.

Failure to return the defective unit or component will result in an invoice for the replacement hardware at company's then-current replacement price.

Customer Replaceable Units (CRUs)

Skyhigh has designated certain components as Customer Replaceable Units (CRUs). These are often toolless or hot-swappable replacement components for quick appliance repair. CRU items are shipped as defined by the hardware support level agreement for the associated appliance. Advanced Replacement (RMA) components are shipped the next business day with no On-Site support. On-site support options will also ship CRU items under their defined terms Same Day or Next Business Day delivery, respectively. Customers are not entitled to an on-site technician for CRU items.

Media Retention Policy 

Skyhigh standard policy requires the entire hardware appliance or replaced part to be returned to the appropriate location, including all media drives (hard drives, solid-state drives, and compact flash). The company understands that under certain conditions, a customer may not be able to return media drives due to security or standard company policies. Customers in this position have the option to retain up to 2 of their media drives per incident at no charge, provided Skyhigh sends a Certificate Of Destruction (COD) within 15 days of the replacement of any retained hard drives.

In the event the customer requires a complete appliance replacement and does not have a hardware support level that includes Media Retention, any media drives retained in addition to the standard policy are invoiced. The customer has no obligation to adhere to the standard policy if they wish to be invoiced for all media drives. Regardless of the support level, Skyhigh requires the hardware appliance to be returned after the media has been removed. If the appliance is not returned, Skyhigh reserves the right to invoice the customer for its replacement. The customer will receive a Media Retention Statement to record the disposition of drives to be returned within 10 business days.

Non-Standard Components, Accessories, and Optional Add-ons 

On-site replacement offerings are not available on optional PCI cards and other accessories and add-ons. Unless otherwise stated in the hardware support level agreement, network interface cards, SSL acceleration cards, intrusion prevention system (IPS) cards, modules or transceivers, fail open kits, RAID controller batteries, and similar components are considered consumable items and must be separately purchased, if available.

Hardware Support Disclaimer

Customers are entitled to receive support services from Skyhigh in accordance with the then-current Technical Support and Maintenance Terms and Conditions (https://www.trellix.com/en-us/assets...conditions.pdf) provided: (1) Skyhigh accepts the customer’s valid purchase order for hardware and hardware support levels (Skyhigh reserves the right to confirm product and country availability before acceptance of a valid purchase order); (2) The hardware support level acquired by the customer is available, and remains available, in the geographical region for which the customer purchased the hardware support; (3) The customer has made full payment of any applicable fees due to Skyhigh or an Authorized Reseller. Hardware support is provided in the same geographical region in which the applicable hardware was acquired. Hardware support is subject to distance restrictions and is subject to specific product and country availability as described under Hardware Support Availability. In the event the customer relocates the hardware to a geographical region other than where the hardware was initially shipped, any agreed-upon hardware support level may be slowed or may be entirely unavailable. In such event, Skyhigh shall be relieved of any obligations to perform hardware support. Confirm product and /or country availability for hardware support with your local sales representative or Authorized Reseller representative.

Skyhigh reserves the right to immediately terminate support without further obligation to the customer if the customer tampers with or modifies the product without prior written authorization from Skyhigh or otherwise uses the product in violation of the applicable agreement or of these support terms.

All hardware support levels are subject to change at the sole discretion of Skyhigh. Any terms that by their nature extend beyond the termination remain in effect until fulfilled. Skyhigh is not liable or responsible for any transportation or customs delays.

Customer Responsibilities

To receive services under Skyhigh Hardware Technical Support and Warranty coverage, you are responsible for the following:

• Use of diagnostic tools to assess the hardware issue. Skyhigh technicians may require you to use diagnostic tools specific to your appliance model to troubleshoot the issue and validate the need for replacement. Use of these diagnostic applications is required before a part and/or technician is dispatched. Their use may also be required during a technician’s visit.
• Unless you have purchased the Same Day support, you are responsible for the replacement of all customer-replaceable units (CRUs).
• A monitor, keyboard, and mouse must be available for connections to the appliance during telephone troubleshooting and On-Site repair.
• A backup of all appliance configuration data (as described in the product documentation) must be available.
• Skyhigh recommends that you have product-identifiable information on hand at the time of any contact with Technical Support. This includes the serial number for the appliance and your entitlement or grant number.
• All software re-imaging, upgrading, and patching is the responsibility of the customer.

Hardware Limited Warranty

Skyhigh strongly recommend that you keep your hardware support agreement current. In the event you do not purchase support, you will not be covered under warranty outside the initial 90 days from the ship date of your hardware purchase. In the event your hardware support agreement has expired, contact your sales representative or authorized reseller to determine support options and the associated costs.

Dead On Arrival (DOA): If a newly purchased appliance arrives at a customer site in a non-functional state or becomes non-functional within 90 days from shipment, Skyhigh will ship a new replacement appliance within 48 hours. Skyhigh will require the serial number of the DOA appliance and the Sales Order Number to process this type of request.

For Hardware Warranty details, see: https://supportm.trellix.com/webcent...w-warranty.pdf

For Product Lifecycle and End-of-Support dates, see https://supportm.trellix.com/webcent...bv=Date&scps=q

Appliance Tamper Seal Stickers

All of the Skyhigh hardware devices include a tamper-proof seal sticker to ensure that the hardware has not been compromised. Breaking the seal, except with the specific instruction of a support technician or as part of a defined upgrade process, will void your hardware warranty.

If you install the Skyhigh upgrade kit, you will not void the warranty. Ensure that you follow the defined upgrade process to eliminate the risk of physically damaging the unit in the process. A replacement Tamper Seal Sticker is included with the upgrade kit. Skyhigh will not accept liability for any appliance damage or personal injury that may occur during the upgrade process. Also, you are recommended to follow basic precautionary measures, such as using anti-static wrist traps to avoid static discharge and never opening an appliance connected to power.