Aruba Instant On Warranty and Support Services
Frequently Asked Questions
Yes.
No. Aruba Instant On warranty is available only to the original end user who purchased Aruba Instant On through an authorized Aruba distribution channel.
Aruba Instant On comes with a 2-year1 warranty for access points and a limited lifetime warranty for the 1930 switches.
Aruba enables you to purchase Foundation Care for Aruba (“Foundation Care”) support services. Foundation Care services uplift your warranty, and provide you with additional support features such as Next Business Day (NBD) advanced replacement hardware support, and 24x7 telephone access to Aruba technical support experts. You can read more about Foundation Care support services for Aruba Instant On in the Aruba Service Brief.
The price for Foundation Care for Aruba Instant On Access Point is $45 per device for a 3 year period. Support must be purchased on all devices. For the 1930 switch series, Foundation Care is available for 3 or 5 years. Pricing varies by switch model, so please reach out to us, SecureWirelessWorks.com for more information.
The table below highlights the features of warranty vs. support for both Aruba Instant On access points and switches
You may purchase Foundation Care for Instant On as an add-on with new hardware purchases, within 90 days. You are not able to add Foundation Care for Instant On for hardware purchased outside the 90-day window.
For access points, for the first thirty (30) days from warranty start date, Aruba will provide same day shipment with advanced replacement for the covered hardware products. After thirty (30) days from warranty start date* through the remaining warranty period, Aruba will ship a replacement product for any non-compliant product within 10 days. For switches, Aruba will provide next business day shipment with advanced replacement for the covered hardware products for the warranty period.
Response time is based on commercially reasonable effort and subject to a daily shipment cutoff time. In some countries and regions and under certain supplier constraints, response time may vary.
| ACCESS POINTS | 1930 SWITCH FAMILY | |||
|---|---|---|---|---|
| Standard Warranty | Foundation Care | Standard Warranty | Foundation Care | |
| Duration | 2 Years1 | 3 Years 3 year AP SKU: HK1Y0E |
Limited Lifetime (5 years after End of Sale) | 3 or 5 Years |
| Parts replacement | Next Business Day (NBD) Arrival within 30 days (from warranty start date2); after which parts will be replaced within 10 days for 23 months | Next Business Day Arrival | Next Business Day Ship(no committed arrival) | Next Business Day Arrival |
| 24x7 telephone support | 90 days (from warranty start date2) | Yes | 90 days (from warranty start date2) | Yes |
| 24x7 chat support | 2 Years1 | Yes | Lifetime | Yes |
| Software Updates are generally available* *For as long as the customer owns the product and within the warranty period, software updates compatible with the device are available |
Yes | Priority-based patch/ maintenance releases to remediate critical issues in addition to all generally available software/OS releases | Lifetime – OS Releases | Priority-based patch/maintenance releases to remediate critical issues in addition to all generally available software/OS releases |
- For APs with “power-on date” on or after June 15, 2021, otherwise, duration is 1 year.
- Warranty start date of an Aruba Instant On Access Point and Switch is the “power-on date” if the device is managed by the Aruba Instant On mobile app/web portal, otherwise it is purchase date.
Aruba will ship a replacement unit directly to you if the Aruba Instant On product you purchased is diagnosed as defective. On receiving the replacement unit, you will be required to return the defective unit back to Aruba, in the packaging that arrives with the replacement unit, within a defined period of time, normally five (5) days. Aruba will incur all shipping and insurance costs to return the defective unit to Aruba. Failure to return the defective unit may result in Aruba billing you for the replacement unit.
Please remove any cables or accessories before returning the defective hardware product to Aruba.
Aruba may choose to replace a hardware product under warranty coverage with (i) a new product; (ii) a refurbished, remanufactured or repaired product equivalent to the one being replaced; or (iii) a product equivalent to a product that has been discontinued.
[Note: this may require that you upgrade the applicable software
version for the replacement hardware products]
The replacement hardware product is warranted under the same terms for the remainder of the warranty period of the original product.
Yes, Aruba Instant On provides chat support and limited phone support as follows:
- 24x7 phone support for the first ninety (90) days (excluding holidays)
- 24x7 chat support throughout the warranty period (excluding holidays)
Yes, warranty includes all generally released software updates when and if available. Customers who require specific patches and fixes to be prioritized should purchase Foundation Care for Aruba support.
Be sure to have the following information available before contacting Aruba support:
- Product serial number, product name, and product number
- Detailed description of the symptoms, including when the symptoms first occurred and how frequently they are occurring
- Detailed description of any changes made to your product’s configuration or network environment prior to the start of the symptoms occurring
- Detailed description of the troubleshooting steps you have performed and the results of those steps
- Proof of purchase
An EOS announcement will be available on the Aruba Instant On website up to six (6) months prior to EOS date. EOS date is the last date to order product through Aruba authorized distribution channels. After this date, the product is no longer for sale via any channel.
The End-of-Support date is the last date a product will be affirmatively supported by Aruba. Aruba Instant On is supported by Aruba twelve (12) month following the EOS Date.
End-Of-Support: 1930 Instant On Switches are covered under Limited Lifetime warranty.