Water Damaged firewall inquiries
Objective
What can be done about firewalls/products that have been water damaged?
Environment
Firewall - devices water damaged
Procedure
By policy water damage is not covered and therefore products cannot be RMA'd.
This is stated here in the EUSA for the support agreement...
"7. LIMITATIONS
The following are expressly excluded from Support Plans:
a. Repair or replacement of Product resulting from causes other than normal use, including without limitation:
i. repair, maintenance or modification of Product by persons other than Palo Alto Networks-authorized personnel;
ii. accident or negligence of your fault;
iii. user error or misuse of the Product; or
iv. causes external to the Product such as, but not limited to, failure of electrical systems or fire or water damage or hardware failure, operation system software failure or any other damage and failure not caused by Palo Alto Networks.
b. Maintenance or technical services for any third-party software or hardware, where such third-party software or hardware was not provided by Palo Alto Networks.
c. Palo Alto Networks reserves the right not to support Products which were not purchased via an authorized Palo Alto Networks distributor or reseller."
Additional Information
Please reach out to Account Team/Manager if any other questions regarding the Water Damage issue or to inquire on new firewall and licenses.
Customer can also check if covered by their Insurance Company, if applicable.