Please contact ISIS for an RMA number before sending products. Shipments cannot be accepted without an RMA number.

ISIS Picazo Service Desk
1 (408) 894-1990

Authorized VAR Service Information
Before calling for service, please review the following warranty & service information:

Available in PDF for printing (requires free Acrobat Reader plug-in):
picazorepair.pdf [124k PDF]

• Payment Terms & Availability
• Advance Replace & RMA Services
• General Rules
• In Warranty Critical Items
• In Warranty Non-Critical Items
• Out of Warranty Major Component Repair
• Out of Warranty Phone Set Repair
• Replacement Components

Payment Terms & Availability
All items on the Service Price List are available directly from ISIS. Advance replacements must be pre-paid with a Visa or MasterCard credit card. All quantities are limited to stock on hand. All sales are subject to ISIS standard terms and conditions of sale, which are listed at the end of this document.

The goods and services described in this document are available only to Picazo Authorized VARs in good standing. The VAR must have a Picazo Authorized VAR Agreement in force, must be in compliance with the terms of that Agreement, and must have no delinquent advanced replacement returns to be considered "in good standing." All sales are subject to the ISIS standard terms and conditions and compliance with United States export laws. All prices are F.O.B. San Jose, California and do not include shipping unless otherwise noted.


Advance Replace & RMA Service

General Rules
A Return Authorization order and number must be processed before a defective item is returned to ISIS. Please contact Picazo Technical Support at 913-888-7936 ext. 450, by fax at 913-888-2519 or by email at support@picazo.com. To expedite processing, please have the following information available:

• Description of defective product (item name or part number)
• Serial number of the defective product
• Date of purchase
• Date installed
• Nature of defect in sufficient detail to allow ISIS to reproduce the problem.

The Technical Support Representative will process the RA request through ISIS. In advance replacement situations, the RA number and paperwork will be sent with the replacement unit. In situations that are not advance replacement, the RA number/packing slip will be faxed to the VAR. Items returned to ISIS without a valid RA packing slip or which are not properly packaged will be refused and returned at the VAR's Expense.

Defective items must be returned packaged in a manner consistent with the rigors of shipping. Attach the RA packing slip to the outside of the box, in a clear packing slip holder, to ensure proper processing. Since the RA packing slip will be used when returning the defective equipment, make a copy to retain for your records. Return the item to ISIS RMA Department at the following address , with freight prepaid by the shipper, within 30 days of shipment of replacement equipment. RA numbers are valid for 30 days from date of issuance. Remember to record the tracking number from the contracted freight carrier should tracking be necessary.

Ship To:
Isis Surface Mounting
40 Daggett Drive
San Jose, Ca 95134

Advance replacements are available only for in-warranty critical items to authorized VARs in good standing. Advance replacement equipment is provided on an as-available basis only. Isis does not guarantee that all equipment will be available at all times. VARs are strongly encouraged to maintain their own stock of spare equipment for emergency situations.

In Warranty Critical Items
For Picazo Authorized VARs in good standing, advance replacement services are available on the following critical items during the warranty period:

• VS1 Voice Server Model 200
• VS1 Voice Server Model 250
• VS1 Port Expansion Unit Model 200
• VS1 Port Expansion Unit Model 205
• VS1 Port Expansion Unit Model 250
• VS1 Host Adapter - 32 Port Model HA200-32
• VS1 Host Adapter - 64 Port Model HA200-64
• VS1 Caller ID Option Module - 8-Port
• VS1 Cut-Over Box - 4-Port
• VS1 T1 Interface Card
• Switch Card Model 200
• Dry Contact Unit (DCU100)

For the above out-of-box failures (failures occurring within 10 days of installation), advance replacements will be shipped upon receipt of credit card information, via overnight delivery at no shipping charge. Critical items, which are in-warranty and have been installed longer than 10 days, will be advance replaced and shipped via UPS Ground at no shipping charge. Expedited shipping is available and can be paid for with MasterCard or Visa. The VAR is responsible for freight charges incurred in sending the failed item to ISIS. In the event the failed item is not received by ISIS within thirty (30) days of ISIS's shipment of the replacement item, or if the failed item does not meet in-warranty criteria, the VAR's credit card will be billed by ISIS for the MSRP, less 40%, for the replacement unit.

The failed item (the "core") returned to ISIS must be as authorized in ISIS's return authorization and the core must be a warranted in-warranty failure. If the core is not as authorized or is not a warranted in-warranty failure then ISIS will return the core to the VAR and the VAR's credit card will be billed by ISIS for the MSRP, less 40%, for the advance replacement unit. Items received without a valid RMA packing slip attached to the box will be returned to the VAR in the state received.

In Warranty Non-Critical Items
VS1 equipment, not listed on the critical equipment list above, can be returned to ISIS for repair or replacement. This generally includes most station equipment, CTI options, software and cables. Please contact the Picazo Technical Support group to initiate the RA process before returning components for repair or replacement. Items received without a valid RMA packing slip attached to the box will be returned to the VAR in the state received. Advance replacement for non-critical items is available for a charge of $100 per item, which includes shipping via UPS Ground shipping. Expedited shipping is available and can be paid for with MasterCard or Visa.

Out of Warranty Major Component Repair
Repaired items have a ninety (90) day warranty, and Picazo's standard warranty terms apply for this period. Major Component Repair consists of the repair or replacement of the unit, which is returned to ISIS in San Jose, California. Typical turn-around time is 8 business days after receipt. If after inspection by ISIS, no trouble is found, then a $100 fee will be applied. The General Rules set forth under Advance Replace RMA Services also apply.