Returning RTB and In‑Life Hardware

From time to time it will be necessary to return hardware to GEN for repair, replacement, or refresh (including reinstallation or configuration). To ensure security, traceability, and efficiency, the following policies and processes apply.

Security

Any hardware that may contain customer data must be handled with the utmost care to prevent any risk of data exposure. For this reason:

• Hardware must not be shipped using third‑party couriers.
• Customers may not deliver equipment directly to engineers or to GEN service centres.

These methods present significant risks of loss or mismanagement. Instead, all returns are managed through the Field Service system, where a GEN engineer will arrange collection directly.

Process

1. Raise a ticket under Support – Hardware and specify the category: In Cover, Out of Cover, or Refresh.

2. Provide detailed information within the ticket, including:

• Exact description of the hardware to be collected.
• Location and contact details for collection.
• Relevant serial numbers (and asset numbers, if required by internal procedures).

3. For refresh or system restore work, clearly define:

• The scope of the activity.
• Software or configuration changes required.
• Any installation steps that must be completed.

4. A GEN engineer will be scheduled to collect the hardware. The ticket will be updated to reflect progress at each stage.

5. Upon completion, the equipment will be returned to site and handed back into the custody of the original sender.

Timescales

Turnaround times vary depending on:

• The level of support coverage.
• Applicable Service Level Agreements (SLAs).
• The scope of the required work.

For urgent requests, please contact your GEN Account Manager directly to discuss prioritisation and available options.

Data Protection and Legal Considerations

The handling of devices containing personal or business‑sensitive data is subject to the Data Protection Act (DPA) and the General Data Protection Regulation (GDPR). Both impose strict obligations on organisations regarding the safeguarding of personal data, including during transport and transfer. The use of uncontrolled courier networks risks devices being misplaced, intercepted, or stolen in transit, which could result in unauthorised access to customer data. Such an incident would not only present reputational harm but could also constitute a reportable data breach under GDPR, exposing the business to potential regulatory investigation, heavy financial penalties, and legal liability. Maintaining full control of the chain of custody is therefore essential to mitigate these risks.