Policy Document

RMA Process

Last Updated: 2026-02-27

1. Submission Workflow

  1. Diagnostic Capture: Submit a support ticket containing the failing node's UUID and the last 24 hours of gateway debug logs via the Twinise Cloud interface.
  2. Engineering Review: A Twinise systems engineer will attempt remote reset and firmware diagnosis within SLA bounds.
  3. Authorization: If hardware failure is confirmed, an RMA number and secure shipping placard will be issued.

2. Dispatch Protocols

Do not return hardware without an explicit RMA classification. Unclassified hardware received at Twinise logistics centers will be securely destroyed without inspection.

3. Turnaround Targets

For active enterprise subscriptions, an advanced replacement node will be dispatched simultaneously with RMA issuance to prevent digital twin latency. Standard kits follow a receive-evaluate-replace workflow (typically 10 business days).