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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 Aruba Instant On access points, a limited lifetime warranty for Aruba Instant On switches, and 3-year warranty for Aruba Instant On transceivers and DACs.

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) hardware exchange, 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.

Foundation Care is available for 3 or 5 years and must be purchased on all devices. Pricing varies by model, so please reach out to our sales representative for more information. 3 or 5-year Foundation Care for Aruba Instant On switches covers inserted Aruba Instant On transceivers and other accessories.

The table below highlights the features of warranty vs. support for both Aruba Instant On access points and switches

Please reach out to our sales representative if you need Foundation Care for Instant On hardware purchased outside of 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 SWITCH FAMILIES
  Standard Warranty Foundation Care Standard Warranty Foundation Care
Duration 2 Years1 3 or 5 years (Go to Support Services Central to locate Foundation Care SKUs) Limited Lifetime (5 years after End of Sale) 3 or 5 years (Go to Support Services Central to locate Foundation Care SKUs)
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 Exchange Next Business Day Ship (no committed arrival) Next Business Day Exchange
24x7 telephone support 90 days (from warranty start date2) Yes, for 3 or 5 years 90 days (from warranty start date2) Yes, for 3 or 5 years
24x7 chat support 2 Years1 Yes, for 3 or 5 years Lifetime Yes, for 3 or 5 years
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
  1. For APs with “power-on date” on or after June 15, 2021 the warranty is 2 years, otherwise the warranty is 1 year
  2. 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]

When a replacement part is provided, the warranty terms will be mirrored from the original part, as well as the original warranty start date.

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

Aruba will Support for 5 years after the End of Sale of the Aruba Instant On access points and switches.

No, Aruba has no way to replicate the customer problem if it occurs on a 3rd party device. Please see Aruba Instant On Switch data sheets for list of supported transceivers

Not necessarily, however in order to validate the replacement, Aruba will ask to test the Instant On transceiver or DAC in a supported Instant On switch in order to validate that the transceiver is defective and rule out a 3rd party device defect.

No, please refer to the switch data sheet for supported transceivers and DACs

Possibly if it is validated that the failure has been triggered by the non-supported transceiver or DAC.

No, Foundation Care offerings are only available for switches and access points.