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Next Business Day (NBD)

Avanceret Next Business Day Service

Hos Zyxel forstår vi, at kundernes netværksudstyr er afgørende for den fortsatte drift af deres virksomhed. Derfor tilstræber vi kontinuerligt at gennemgå vores fremstillingsprocedurer for at sikre, at de produkter, vi sælger, er pålidelige og opfylder de behov, der findes i vores kunders netværk. Vi er klar over, at det ind imellem går galt, og vi har defineret en række garantiydelser, der er udformet til at opfylde kundernes behov. I det usandsynlige tilfælde, at der opstår fejl på netværksudstyr fra Zyxel, gør vores avancerede erstatningsservice det muligt at minimere fejlens indvirkning og at få udstyret op og køre normalt hurtigst muligt. Det sparer penge og hjælper kunderne med at komme hurtigt i gang igen.

Next Business Day Service med avanceret erstatningsservice

For at undgå frustrationer i forbindelse med udstyrsfejl har Zyxel defineret to niveauer af avanceret erstatningsservice, der gælder for vores erhvervsprodukter. Denne service dækker alle de produkter, der er angivet i SMB-afsnittet på de lokale Zyxel-websites. Hos Zyxel mener vi, at beslutningen om serviceniveau skal træffes af kunderne. Vi tilbyder derfor vores kunder at vælge mellem to serviceniveauer:

Next Business Day Shipment (NBDS)

Denne service er gratis for alle professionelle netværksprodukter eller SMB Business-produkter fra Zyxel. Zyxels service- og supportorganisation sender et erstatningsprodukt til jer fra vores servicecenter den efterfølgende arbejdsdag efter anmeldelse og accept af en fejl. Når I har modtaget erstatningsproduktet, sørger I blot for at returnere det fejlbehæftede produkt til os.

Next Business Day Delivery (NBDD)

Ud over den gratis standardservice tilbyder Zyxel Next Business Day Delivery (NBDD), der skal betales for, til vores kunders vigtigste netværksudstyr. Ønsker I denne service, skal I blot købe en servicelicens og tilknytte licensen til den registrerede enhed. I tilfælde af fejl garanterer Zyxel, at erstatningsproduktet afsendes på samme arbejdsdag, som Zyxel har fået anmeldelsen af problemet.

Klik her for at se en liste over alle de produkter, der dækkes specifikt af den avancerede erstatningsservice.

Kontakt venligst Zyxels lokale salgsafdeling eller supportorganisation, hvis du har spørgsmål vedrørende dækningen af et bestemt produkt.

Zyxel opfordrer alle kunder til at få deres produkter registreret, så vi kan sikre, at de rigtige serviceniveauer og produkter er til rådighed og dermed kan løse de problemer, der måtte opstå hos kunderne. Registrering er obligatorisk for Next Business Day Delivery og den forbundne licens.

Adressen til licensservicen er portal.myzyxel.com/users/sign_in

For at aktivere Next Business Day Delivery for hvert produkt er det nødvendigt at blive registreret på vores server, http://www.myzyxel.com, inden for 90 dage efter modtagelse af det købte produkt.

Registreringsprocessen består af følgende trin:

  1. Bliv registreret som bruger eller VAR-forhandler på myzyxel.com
  2. Log ind på serveren myzyxel.com med anvendelse af den registrerede eller en eksisterende konto
  3. Registrér hvert enkelt produkt ved at indtaste de nødvendige data
  4. For hvert enkelt produkt vises de tilgængelige servicer og licenser på listen til aktivering.
  5. Køb den licens, der er relevant for det enkelte produkt
  6. Indtast licensnøglen til den NBDD-service, der er købt til produktet.
  7. Tilknyt servicen til det registrerede produkt
  8. Aktivering er ikke muligt, hvis
    • kundens adresse er uden for serviceområdet for NBDS
    • enheden, som kunden ønsker at registrere, ikke er dækket af NBDD
  9. Brugere eller VAR-forhandlere kan anmode om NBDD to arbejdsdage efter registrering og tilknytning af både servicen og produktet på myzyxel.com.

Følg nedenstående procedure for at behandle eller aktivere avanceret erstatning af et erhvervsprodukt:

  1. Slutbrugere eller VAR-forhandlere skal anmode om RMA ved at udfylde formularen på det lokale Zyxel-website eller ved at kontakte Zyxels servicecenter, der vises på Zyxel-mediet (www.zyxel.com).
  2. Ved at anmode om RMA-behandling accepterer slutbrugeren eller VAR-forhandleren Zyxels RMA-vilkår og -betingelser, der er angivet i den seneste version på websitet.
  3. Zyxel vil behandle garantireklamationen og vil muligvis kontakte slutbrugeren eller VAR-forhandleren med henblik på at gennemgå detaljerne.
  4. Den bekræftelse af RMA-anmodningen, der gives af RMA-servicecenteret, indeholder de nødvendige oplysninger og den forventede serviceleveringstid, hvor der også er taget hensyn til den lokale skæringstid.
  5. Servicecenteret udleverer et RMA-nummer til den, der anmoder om service, samt de detaljerede betingelser for RMA-behandlingen som en formel accept af garantireklamationen.
  6. Der afsendes et erstatningsprodukt til slutbrugerens eller VAR-forhandlerens adresse på samme eller næste arbejdsdag, alt efter servicetype.
  7. Slutbrugeren eller VAR-forhandleren kan udskifte det defekte produkt med erstatningsproduktet inden for 15 arbejdsdage.
  8. Det defekte produkt skal returneres til servicecenteret i henhold til garantiens vilkår og betingelser.

Next Business Day Services Terms and Conditions

This document describes the Terms and Conditions of product services that Zyxel Communications, further named “Zyxel”, provides for end users and value added resellers of specified products. Next Business Day extended services are part of the valid warranty terms and conditions for Zyxel products. The process of operating the swap device to customer is called Return Material Allowance further named “RMA”.

  1. Definition of Services
    For defined Zyxel Business Products the following Advanced Replacement Services are offered in specified Countries in Europe:
    • Next Business Day Shipment (further called NBDS) – a replacement product will be sent out to an address within the specified countries on the next business day when the RMA case handling is accepted by Zyxel customer service.
    • Next Business Day Delivery (further called NBDD) – a replacement product will be sent out the same day the RMA case is accepted by Zyxel customer service. Local cut off time is 2:00 p.m. for an RMA request to Zyxel CSO Team. Within the specified countries the delivery will reach the requested address on the next business day between 09:00 am and 06:00 pm.
    • Next Business Day Delivery +1 (further called NBDD+1) – same like NBDD but due to country or logistics infrastructure limitations the shipment takes one additional business day.
  2. Country Coverage of service
    NBDS and NBDD services are available in Belgium, Czech Republic, Denmark, Finland, Germany, Ireland, Poland, Spain, Sweden, The Netherlands and the United Kingdom. NBDD+1 service is available in North of Sweden, Austria highlands, Hungary and Slovakia, Islands and highlands of countries named under NBDD with less covered infrastructure. The service lead time will extend in case of local bank holidays. Details will be provided by the Service Center or on the local Zyxel websites.
  3. Products and Services
    All Zyxel Products that are listed as business product (SMB) on the local website under http://www.zyxel.com are covered by the NBDS Service. Further the website informs about products where a NBDD Service can be registered for. To enable any of the Advanced Replacement Services users or resellers should register the products on the local Zyxel website. In the case of the NBDD service registration of the individual covered products is mandatory.
  4. Enabling the NBDD Service
    To enable the service for each product, a registration on our Server http://www.myzyxel.com within 90 days after the purchase date of the product is mandatory. The registration process consists of the following steps:
    • Register as a user or value added reseller on myzyxel.com.
    • Log in to the server myzyxel.com using the registered or an existing account.
    • Register each specific product by enter the requested data.
    • For each specific product the available services and licenses appear in the list to activate.
    • Purchase the relevant service license applicable to the specific product.
    • Enter the license key of the NBDD service purchased for the product.
    • Link the service item to the registered product.
    • An activation is not possible when
      • The location of the customer is outside the service area for NBD services.
      • The device that the customer wants to register is not covered by the NBDD service.
    • Users or valued added resellers can request the NBDD service two business days after the completion of registration and linkage of both the service and the product within myzyxel.com.
  5. Extension and duration of the NBDD Service
    Zyxel offers appropriated licenses to enable the service listed below, the licenses are available for purchase through Zyxel’s usual channel partners. These service extensions are offered by the sales organization and will enable the service as described within sections §1 to §3. The maximum duration of the NBDD service is equal to the warranty period offered for the product and up to a maximum of 5 years. The NBDD service will not be continued after the warranty period expires, even when an activated license duration period extends beyond the defined warranty period. End Users or Valued Added Resellers should chose the product type and time period in relation to the required service.
    Model name
    Part Number
    Description
    NBD-SW NBD-SW-ZZ0101F 2-YR EU-Based Next Business Day Delivery Service for SWITCH
    NBD-SW-ZZ0101F 4-YR EU-Based Next Business Day Delivery Service for SWITCH
    NBD-GW NBD-GW-ZZ0001F 2-YR EU-Based Next Business Day Delivery Service for Gateway
    NBD-GW-ZZ0002F 4-YR EU-Based Next Business Day Delivery Service for Gateway
    NBD-WLAN NBD-WL-ZZ0001F 2-YR EU-Based Next Business Day Delivery Service for WLAN
    NBD-WL-ZZ0002F 4-YR EU-Based Next Business Day Delivery Service for WLAN
  6. RMA process for Next Business day services (NBDS)
    1. End Users or Value Added Resellers request RMA by completing the local provided form on the local Zyxel Website or by contacting the Zyxel Service Center shown on Zyxel media (www.zyxel.com)
    2. By requesting the RMA handling the End User or Value Added Reseller agrees to the Zyxel RMA Terms and Conditions stated in the latest version on the website.
    3. Zyxel will consider the warranty claim and may contact the End User or Value Added Reseller to discuss details.
    4. The RMA request confirmation provided by the RMA Service Center contains the required details and expected service lead time, where the local cut off time is also regarded.
    5. The Service Center provides a RMA number to the requester of the service and the detailed terms of the RMA handling as a formal acceptance of the warranty claim.
    6. A replacement device will be sent out to the End User or Value Added Resellers address on the same or next business day corresponding to the service
    7. The End User or Value Added Reseller can swap the replacement device with the defective device within 15 business days
    8. The defective device must be returned to the Service Center following the warranty service terms and conditions.
  7. RMA Shipment
    1. The shipment needs to comply with EU countries legal regulations and the terms of conditions of Zyxel Warranty policy.
    2. The customer is responsible for the shipping costs to Zyxel, whilst Zyxel is responsible for the shipping of the returned unit to the customer.
    3. Return shipments for RMA handling require the customer to state the RMA Number and the correct return address on the outside box of the RMA shipment. Additional documents traveling with the device may not be returned to the sender.
    4. Any shipment that does not comply with the RMA terms and conditions will be rejected at the Zyxel service center receiving point. In such cases if the forwarder claims additional costs they will be on behalf of the sender.
  8. Out of warranty RMA
    1. RMA cases which are not covered by Zyxel warranty will incur service charges to the RMA requester.
    2. In such cases where an End User or Value Added Reseller customer cannot provide proof of purchase or provide proof of the warranty service license for the defective product, the Zyxel Service Center will issue a quotation of the repair charge to the End User or Value Added REseller requester.
    3. Should the End User or Value Added Reseller accept the quotation and process payment by the offered payment system or can provide their repair decision to the Service Center.
    4. When payment is received the RMA case is processed as agreed.
    5. During the repair process in the event that a discovered defect within the device may turn out as a non-warranty case, the Service Center will inform customer about the findings and set the case pending until notice.
  9. Service Limitation
    Zyxel will strive to meet the promised lead time of the Advanced Replacement Service Offerings as long as unexpectable influences do apply. Such Incidents are not limited to weather or economic influences, such as storm or ice conditions or embargo of delivery areas due to political conflict. In the event that the service lead time is extended by delay caused by the Zyxel service organization or one of its partners for more than two business days for the appropriate paid service, the customer can claim back the original purchase price for the service extension license. Zyxel is not responsible for other costs claimed by license owners outside this service agreement, such as travel or technical expenses, loss of profit or business. In general the valid terms and conditions of warranty services by Zyxel apply to all RMA services operated by Zyxel or their contract partners.