A Return Material Authorization (RMA) number is required prior to returning any product for any repair, upgrade, or replacement. An RMA number should be requested via Germane’s customer portal at portal.germane.com/customer. You will need a user name and password to access the portal. If you do not have a user name and password, please send your access request to customersupport@germane.com. Please provide us your name, company name, phone number and company email address in the mail. As a policy, we do not accept personal email address (e.g., yahoo.com, gmail.com, etc.).

Shipping Instructions

When shipping a Germane server, we request that the unit be returned in the original Germane box. This should be done whenever possible. If not, we require that the server be appropriately packaged, with reasonable protection for a product of this nature. If you are unclear of the requirements, or If you have any questions regarding the shipment , please contact Customer Service for assistance. Germane is not responsible for damages incurred during shipment.

For our customers' convenience, we do have containers available for purchase for use in this situation.

• Returned product must be handled with ESD precautions
• Unit should be packaged in a proper shipping container with a minimum of two (2) inches of foam packaging in a 60lb test shipping container
• Container must be marked clearly with Germane Systems RMA #
• All documentation must reference Germane Systems RMA#
• Please do not return the documentation packet or power cords back with server.
• Before returning the server, be sure to back up the data on any of the server’s media devices. Remove any confidential, proprietary, or personal information and removable media such as floppy disks, CDs, Hard Drives, or Flash Cards. We are not responsible for any loss of confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.
• If a product is not received by Germane within 90 days after the RMA number has been created, Germane Systems will cancel the RMA number. In this case, the customer is required to create another RMA number before shipping the product.

Ship the appropriately packaged product it to Germane Systems using the following mailing address:

Shipping Charges

For in-warranty repair, the customer pays shipping charges to Germane Systems and Germane Systems pays shipping charges back to the customer. For non-warranty repair the customer pays for shipping both ways.

Warranty Repairs

If a returned unit does not function as per specification, Germane Systems will repair the unit and retest to confirm that it functions as per specification. Germane Systems, at its option, may deliver to the customer an equivalent new or reconditioned product or part to replace the defective unit without customer’s explicit permission. Repair of a warranty product will not extend the original warranty period.

If the failure symptoms described by the customer cannot be duplicated and the unit passes appropriate product testing, it will be reported as "No Problem Found" (NPF) and returned to the customer. In cases where excessive returns from a customer result in NPF diagnosis, Germane, at its discretion, may decide to charge the customer for the bench time on the unit even for a unit under warranty.

Non-Warranty Repairs

Any service and/or repair requested for a product for which the factory warranty period has expired or has been invalidated because of customer-induced damage (resulting from misuse, abuse, missing components, or modification) is considered a non-warranty service. Refurbishment or upgrading of product to the latest specification is considered a non-warranty repair or service.

To provide better value to our customers, Germane has implemented a two tier pricing scheme for non-warranty repair labor hours. The initial two hours of work involves diagnostics, repair and test. The rate for this labor is $125.00 per hour. Two hours of “Diagnostics, Repair and Test Labor” will be charged for all billable repair work. Any subsequent hours spent on the repair are billed as “Repair Labor” and charged at a reduced rate of $95.00 per hour. As result, for non-warranty repairs or services, there is a minimum of $250 charge. Customer must agree to pay this amount before shipping the defective product to Germane Systems. Germane Systems will examine the returned hardware and send the customer a quote for the repairs, the amount of which will be based off the then-prevailing time and material rates as determined by Germane Systems. Should a customer decide not to proceed with a repair, a minimum $250.00 service charge plus all shipping expenses incurred by Germane, will be charged to the customer. If a product cannot be repaired by Germane because no EOL parts are available, a minimum $250 service charge and all shipping expenses will be charged to the customer. Germane Systems, at its discretion, may choose not to repair a non-warranty part. Should this occur the minimum charge will be waived. However, return shipping expense will be charged to the customer.

Germane guarantees any repair work for 90 days. Within 90 days of the repair work, if the product fails with the same symptoms as the previous failure, Germane will repair the product as a warranty repair.

Standard Repair Turn-Around Time

Upon customer request due to a critical need, Gemane Systems may provide onsite repair service. However, these situations will be considered on a case by case basis and will be decided solely on Germane’s discretion. Germane Systems may charge for travel, food and lodging in addition to regular time and material when applicable.

Accelerated Repair Turn-Around Time

In critical situations, Germane currently provides expedited service free of charge, on a best effort basis.  In these instances, Germane endeavors to maintain a maximum repair time of 3 business days after receipt of the unit.

“Replacement in the Air” Service

A customer can subscribe to the German’s “Replacement in the Air” service. For a fee, German will build and stock replacement servers and parts for your mission critical applications. In case of a failure, Germane will ship you replacement hardware within one business day by an overnight carrier. If you are interested in this service, please contact your sales executive.

Onsite Support

Upon customer request due to a critical need, Gemane Systems may provide onsite repair service. However, these situations will be considered on a case by case basis and will be decided solely on Germane’s discretion.  Germane Systems may charge for travel, food and lodging in addition to regular time and material when applicable.