Support Services
Technical Support Quick Reference Guide
Contacting Aruba Networks Technical Support
For technical support and RMAs from ArubaTAC including 24x7 access. Latest can be found at
http://www.arubanetworks.com/support/contact_support.php.
Via Phone:
Via Phone:
North America:
1-800-WiFiLAN
(1-800-943-4526)
North America:
1-800-WiFiLAN
(1-800-943-4526)
International:
+1-408-754-1200
International:
+1-408-754-1200
Via Web*:
https://arubanetworkskb.secure.force.com/cp/500/o
Via Email*:
[email protected]
Please be prepared to provide the following information when opening a case:
Product serial number
Software version
Clear explanation of the problem and symptoms including relevant diagrams, logs, traces, and other support details
*Note: All Priority 1 and 2 issues should be opened by telephone. Requests via email/web will be responded to in one business
day.
Aruba Online Support: http://support.arubanetworks.com
Includes Software, Documentation, Manuals, FAQ's, Release Notes, Security Advisories, and Troubleshooting Tools.
To request an Aruba online support account: https://support.arubanetworks.com/register.aspx
Any questions on access contact ArubaTAC.
Access customer cases via Customer Portal: https://arubanetworkskb.secure.force.com/cp/500/o
Licensing
Self-service generating licenses using your certificate or request for assistance
To create a licensing site ID: https://licensing.arubanetworks.com/Accounts/CreateAccount.aspx
Accessing the Aruba Networks Licensing Site: https://licensing.arubanetworks.com/
For incorrect or misplaced permanent license keys, please contact Order Entry to expedite a resolution as these are NOT
handled by TAC.
Order Entry for rest of the world: [email protected]
To request for technical assistance, contact Aruba Technical Support or
[email protected]Airheads Social Community
For access and questions: http://community.arubanetworks.com/t5/help/faqpage
Policies Warranty, EOL, ArubaCare and Security Response
Version 4.3
Nov 2014
Support Services
Aruba Standard warranties: http://www.arubanetworks.com/pdf/ArubaStandardWarranty.pdf
ArubaCare Terms and Conditions: http://www.arubanetworks.com/pdf/ArubaCare_Agreement.pdf
Aruba End of Life Policy: http://www.arubanetworks.com/support-services/end-of-life-products/end-of-life-policy/
Questions on Service Contracts and Support Welcome Letters: [email protected]
Security Incident Response Policy: http://www.arubanetworks.com/pdf/ArubaWirelessSecurityIncidentResponsePolicy.pdf
Return Material Authorization
To obtain a Return Material Authorization (RMA) number, contact ArubaTAC and provide the following information. Under
Standard Warranty or LLW (Limited Lifetime Warranty) hardware RMA's are handled via RTF (Return to Factory for Repair). Out
of warranty and/or expired contract hardware requires Service Renewal prior to an RMA. TAC only handles defective RMAs
under proper entitlement. Anything else should go to Sales or Order Management (Order Entry) including evaluation.
Product model number for the defective hardware
Product serial number for the defective hardware
System serial number of the base unit
Description of failure and troubleshooting performed to isolate cause
Customer (or recipient) ship-to address
Contact name
Contact phone, fax, and e-mail
Appropriate diagnostic data as required by Aruba Technical Support
All DOAs (Dead on Arrival) within 30 days from ship date from Aruba will be entitled for a next business day advance
replacement.
All RMAs handled via RTF (Return to Factory) requires defective to be returned first. Also note the following important
details.
Operations will ship replacement the next day once returned part is processed. Replacement will be shipped via
GROUND in USA and via BEST WAY internationally.
Return must be in full to prevent delays.
LLW is covered only for certain products. See below for details.
http://www.arubanetworks.com/support-services/aruba-support-program/lifetime-warranty/
Miss/Incorrect Order and/or Shipment
Questions or requests regarding any kind of order and/or shipment issues should be made to Order Entry instead of TAC to avoid
any delays as TAC is not the appropriate department for these type of requests.
Order Entry for EMEA:
[email protected] Order Entry for rest of the world:
[email protected]Training, Aruba Certifications and Educational Services
To learn about Training and Certifications: http://www.arubanetworks.com/support-services/training-top/
Validated Reference Design Guides and Whitepapers
Design and Best Practices Guides: http://www.arubanetworks.com/technology/design_guides.php
Whitepapers: http://www.arubanetworks.com/technology/white-papers/
Version 4.3
Nov 2014
Support Services
Professional Services
Professional Services: http://www.arubanetworks.com/support-services/professional-services/
Version 4.3
Nov 2014
Support Services
How to Escalate an Issue
Customer concerns about support usually involve missed expectations on product performance or support delivery where a
technical issue is not resolved in a reasonable manner. Attending to customer concerns is very critical to Aruba. To ensure the
quickest resolution, please contact the engineer that is working the support case and request for an escalation. If you have any
specific comments or concerns regarding our products, support and/or services, and would like to escalate to Aruba support
management, please contact us at
[email protected].
Priority Definitions & Performance Metrics
Definition
Priority 1 Critical
Priority 2 High
Priority 3 Medium
Priority 4 Low
Any highly critical system or
service outage in a live
environment that results in
severe degradation of overall
network performance, and/or
significant reduction in
capacity.
Any intermittent degradation
of system or service
performance that
intermittently impacts end
user service quality or impairs
network operator control or
operational effectiveness.
Loss of redundancy or
diagnostic capability.
Any minor degradation of
system or service
performance that does not
have any impact on end user
service quality and minimal
impact on network
operations.
No impact to the system or
network operation.
Information requests or
standard questions on
configuration or functionality
of equipment. Cosmetic
issues.
Initial
Response
/ Ticket
Updates
Aruba and
Customer
Commitment
Release
Vehicle
Target
Resolution
Time
Customer and Aruba will
commit the necessary
resources around the
clock to resolve the
situation or obtain a
work-around.
Emergency patch
release ASAP if
no work-around,
with permanent fix
rolled into the next
patch release
Within 1 hr /
Every 2
Hours *
Customer and Aruba will
commit full-time
resources during normal
business hours to
resolve the situation or
obtain a work-around.
Fix rolled into next
maintenance
release
Within 4
business hrs
/ Daily
Within 90 days
around after root
cause has been
identified
Customer and Aruba will
commit necessary
resources during normal
business hours to
restore service to
satisfactory levels.
Fix rolled into next
major or minor
release
Within 1
business day
/ Weekly
Within 180 days
around after root
cause has been
identified
Customer and Aruba will
provide resources during
normal business hours
to provide information
assistance as requested
or collect feedback.
Fix rolled into next
major release, or
sooner per
customer request
Within 5
business
days /
Monthly
NA
Within 2 days if no
work-around;
With-in 14 days if
there is a workaround after root
cause has been
identified
Performa
nce
Targets
Target is
to meet
95% of
scheduled
commitme
nt for
respond,
restore &
resolve
intervals
NA
* Update intervals may vary and are negotiated between Aruba TAC and the Customer.
Version 4.3
Nov 2014
