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:
International:
+1-408-754-1200
+1-408-754-1200
Via Web*:
https://arubanetworkskb.secure.force.com/cp/500/o
Via Email*:
support@arubanetworks.com
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 EMEA: emeaorderentry@arubanetworks.com
Order Entry for rest of the world: orderentry@arubanetworks.com
To request for technical assistance, contact Aruba Technical Support or licensing@arubanetworks.com
1344 CROSSMAN AVE | SUNNYVALE, CA 94089
1.866.55.ARUBA | T: 1.408.227.4500 | FAX: 1.408.227.4550 | info@arubanetworks.com
www.arubanetworks.com
Airheads Social Community
For access and questions: http://community.arubanetworks.com/t5/help/faqpage
Policies Warranty, EOL, ArubaCare and Security Response
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: dl-entitlement@arubanetworks.com
To renew ArubaCare Maintenance: servicerenewals@arubanetworks.com
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/
1344 CROSSMAN AVE | SUNNYVALE, CA 94089
1.866.55.ARUBA | T: 1.408.227.4500 | FAX: 1.408.227.4550 | info@arubanetworks.com
www.arubanetworks.com
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: emeaorderentry@arubanetworks.com
Order Entry for rest of the world: orderentry@arubanetworks.com
Training, Aruba Certifications and Educational Services
To learn about Training and Certifications: http://www.arubanetworks.com/support-services/training-services/
Validated Reference Design Guides and Whitepapers
Validated Reference Design Guides: http://community.arubanetworks.com/t5/Validated-Reference-Design/tkb-p/ArubaVRDs
Whitepapers: http://www.arubanetworks.com/resources/#wpcf-type=5
Solution Overview: http://www.arubanetworks.com/resources/#wpcf-type=8
Professional Services
Professional Services: http://www.arubanetworks.com/support-services/professional-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 Aruba-Escalations@hpe.com.
Priority Definitions & Performance Metrics
Aruba and
Customer
Commitment
Definition
Priority 1 Critical
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.
Customer and Aruba
will commit the
necessary resources
around the clock to
resolve the situation or
obtain a work-around.
Release
Vehicle
Emergency patch
release ASAP if
no work-around,
with permanent
fix rolled into the
next patch
release
Initial
Response /
Ticket
Updates
Within 1 hr /
Every 2 Hours
*
Target
Resolution
Time
Within 2 days if
no workaround; Within 14 days if
there is a
work-around
after root
cause has
been identified
1344 CROSSMAN AVE | SUNNYVALE, CA 94089
1.866.55.ARUBA | T: 1.408.227.4500 | FAX: 1.408.227.4550 | info@arubanetworks.com
www.arubanetworks.com
Performanc
e Targets
Target is to
meet 95% of
scheduled
commitment
for respond,
restore &
resolve
intervals
Priority 2 High
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.
Customer and Aruba
will commit full-time
resources during
normal business hours
to resolve the situation
or obtain a workaround.
Fix rolled into
next
maintenance
release
Within 4
business hrs /
Daily
Within 90 days
around after
root cause has
been identified
Priority 3 Medium
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.
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
Priority 4 Low
No impact to the system
or network operation.
Information requests or
standard questions on
configuration or
functionality of
equipment. Cosmetic
issues.
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
* Update intervals may vary and are negotiated between Aruba TAC and the Customer.
1344 CROSSMAN AVE | SUNNYVALE, CA 94089
1.866.55.ARUBA | T: 1.408.227.4500 | FAX: 1.408.227.4550 | info@arubanetworks.com
www.arubanetworks.com
NA
