RESOURCE GUIDE

TAC USER GUIDE

RESOURCE GUIDE

FOUNDATION CARE FOR ARUBA

TAC USER GUIDE

MARCH 2020
This document is intended for Foundation Care for Aruba customers.

Aruba partners in the Partner Branded Support (PBS) program should refer to the PBS Operations
Guide located on the Partner Ready for Networking Portal.
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TAC USER GUIDE

TABLE OF CONTENTS
1 QUICK REFERENCE GUIDE FOR OPENING A CASE ....................................................................................... 3
2 QUICK REFERENCE KEY CONTACTS............................................................................................................... 4
2.1 ARUBA TECHNICAL ASSISTANCE CENTER (TAC) ................................................................................................ 4
2.2 SEVERITY 1 (NETWORK DOWN) OR SEVERITY 2 .................................................................................................. 4
2.3 ARUBA INSIDE SALES OR REGIONAL ARUBA PARTNER ......................................................................................... 4
2.4 ESCALATION OF CASE REQUESTS ..................................................................................................................... 4
3 GETTING STARTED WITH ARUBA .................................................................................................................... 4
3.1 CREATE YOUR ASP ACCOUNT .......................................................................................................................... 4
3.2 CONFIRM YOUR PRODUCTS HAVE BEEN REGISTERED WITH ARUBA......................................................................... 4
3.3 SOFTWARE LICENSE ACTIVATION ...................................................................................................................... 5
3.4 FOUNDATION CARE AND WARRANTY ENTITLEMENTS ........................................................................................... 5
4 ARUBA CUSTOMER SERVICE TEAM ................................................................................................................ 5
4.1 ARUBA SUPPORT PORTAL ................................................................................................................................ 5
4.2 WELCOME CENTER.......................................................................................................................................... 5
4.2.1 Welcome Center Contact Information ...................................................................................................... 5
4.3 GLOBAL ARUBA TECHNICAL ASSISTANCE CENTER (TAC) .................................................................................... 5
4.3.1 Global Solution Center ............................................................................................................................. 5
4.3.2 Engineering Resolution Team .................................................................................................................. 6
4.3.3 Aruba Customer Engineering Team ......................................................................................................... 6
4.3.4 Global Logistics ........................................................................................................................................ 6
5 HOW TO WORK WITH THE ARUBA TAC ........................................................................................................... 6
5.1 ENTITLEMENT VERIFICATION ............................................................................................................................. 6
5.2 ARUBA TAC HOURS OF OPERATION .................................................................................................................. 6
5.3 TELEPHONE SUPPORT ..................................................................................................................................... 6
5.4 TECHNICAL CASE REQUEST MANAGEMENT ........................................................................................................ 6
5.4.1 Case Request Details............................................................................................................................... 6
5.4.2 Defining the Problem ................................................................................................................................ 6
5.4.3 Problem Symptoms .................................................................................................................................. 7
5.4.4 Problem details ........................................................................................................................................ 7
5.5 ARUBA TAC ENGINEERS' RESPONSIBILITIES ...................................................................................................... 7
5.6 CUSTOMER COMMUNICATION GUIDELINES ......................................................................................................... 7
5.6.1 Table 1: Response and Communication Guidelines................................................................................. 7
6 ARUBA CASE REQUEST GUIDELINES AND PROCESS .................................................................................. 7
6.1 GENERAL QUESTIONS AND PROBLEMS .............................................................................................................. 7
6.2 NON-URGENT TECHNICAL CASE REQUESTS ....................................................................................................... 8
6.3 NETWORK DOWN OR NETWORK IMPAIRED SITUATION ........................................................................................... 8
6.4 ESCALATION OF CASE REQUESTS ..................................................................................................................... 8
6.5 PRODUCT DEFECT (BUG) REPORTING PROCESS ................................................................................................ 8
6.6 FEATURE ENHANCEMENT REQUESTS ................................................................................................................. 8
6.7 RESOLUTION PROCESS .................................................................................................................................... 8
6.8 REPORTING SECURITY VULNERABILITIES............................................................................................................ 9
7 RETURN MATERIALS AUTHORIZATION PROCESS ........................................................................................ 9
7.1 SHIPPING ........................................................................................................................................................ 9
7.2 PRODUCT REGISTRATION ................................................................................................................................. 9
8 APPENDIX A: CASE SEVERITY GUIDELINES AND INITIAL RESPONSE GOALS ....................................... 10
9 APPENDIX B: FOUNDATION CARE SUPPORT OFFERINGS ......................................................................... 11
10 APPENDIX C: ARUBA PRODUCT WARRANTY ............................................................................................... 12
10.1 ARUBA AND HPE RETURN TO SUPPORT FEE ........................................................................................ 12

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To ensure that you receive the best customer experience, Aruba, a Hewlett Packard Enterprise Company, have developed this reference
document: Foundation Care for Aruba TAC User Guide: Getting Started. This document is to be used as a guideline only and is subject
to change. Consult the Aruba company website at https://www.arubanetworks.com/support-services/ for the latest copy of this document.

1 QUICK REFERENCE GUIDE FOR OPENING A CASE

CUSTOMER

800-943-4526 USA
TECHNICAL SUPPORT / SEND CSAT
408-754-1200 INT’L
RMA INQUIRY SURVEY
asp.arubanetworks.com
CUSTOMER / PARTNER-TO-ARUBA CASE RESOLUTION FLOW

OBTAIN CUSTOMER
ARUBA ESCALATION PROVIDE WORK-AROUND,
CASE NO CONSENT TO CLOSE
WELCOME CENTER REQUIRED? PERMANENT FIX, OR RMA
CASE

REQUESTED INFORMATION:
ARUBA TAC

1. PRODUCT SERIAL NUMBER

2. LICENSE INSTALLED
3. SOFTWARE VERSION VALIDATION:
4. PROBLEM DESCRIPTION S-1 OR S-2 IN A
5. SYSTEM, EVENT & AUDIT LOG FILES PRODUCTION RESOLUTION
(Upon request) ENVIRONMENT PROVIDED
6. CORE FILES (if they exist)
7. WHAT STEPS HAVE BEEN MADE TO
REPRODUCE THE ISSUE?
(provide step-by-step details)

YES
ARUBA R&D

SOLUTION,
CASE PROGRESSING TEMPORARY SW HOT FIX PREPARED
NO
ARUBA TAC ENGAGES R&D AS REQUIRED. WORK-AROUND PROVIDED AND VALIDATED
(LOWER-PRIORITY)

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2 QUICK REFERENCE KEY CONTACTS 3 GETTING STARTED WITH ARUBA

To expedite your case resolution time and assistance from our
See Section 6 for additional details for key contacts.
Aruba Technical Assistance Center (TAC), make sure the
2.1 Aruba Technical Assistance Center (TAC) following actions are completed as part of your product
• North America: 1-800-WiFiLAN (1-800-943-4526) purchasing process.
• International: +1-408-754-1200 3.1 Create your ASP account
• Universal International Freephone Numbers (UIFN) To create your ASP account, go to
and toll numbers for international support on all https://asp.arubanetworks.com/. Ensure each of your senior
products can be found at technical members, has an active login within the ASP.
https://www.arubanetworks.com/support-
For a detailed demo on how to create your ASP account, visit
services/contact-support/
https://asp.arubanetworks.com/more-information. It may take up
2.2 Severity 1 (Network Down) or Severity 2 to one business day to finalize the creation of your new ASP
If you are experiencing a Severity 1 network down situation or account. Note: You may use your current HPE Passport
Severity 2, call the Technical Assistance Center at 1-800- credentials for the MyNetworking portal to log into the Aruba
WiFiLAN (1-800-943-4526) or International: +1-408-754- Support Portal.
1200. If outside the U.S. or Canada, use a country number listed Our ASP provides you with the following capabilities. See
here: https://www.arubanetworks.com/support-services/contact- Section 4.1 below for details.
support/
• Online case management
2.3 Aruba Inside Sales or Regional Aruba Partner
• Request return materials authorizations (RMAs)
You may reach the Aruba inside sales team at:
• Access to software, bug fixes
https://www.arubanetworks.com/company/contact-us/contact-
us-form/ or via phone: • Access to product documentation
+ 1-844-473-2782. • Access to our knowledge base and online Airheads
To find an Aruba Partner, visit: Community
https://findapartner.arubanetworks.com/aruba.html • Aruba Solution Exchange for configuration assistance
2.4 Escalation of Case Requests • Licensing information
Customers who have an active Foundation Care contract, and
3.2 Confirm your products have been registered with
have concerns on resolution, product performance, defective
Aruba
part replacement delivery, and/or a technical issue not resolved
As a part of your Foundation Care contract, it is required that
in a reasonable timeframe with their existing service case, can
your Aruba partner registers your product serial number(s) and
send an escalation request to [email protected], via
that the installation location is provided to Aruba. Confirm with
the Aruba Support Portal (ASP) case manager system, or by
your Aruba Partner that they have registered your Aruba SAID#
telephoning the Aruba TAC.
in our system, as required per our purchase order process
Escalate via the case owner. requirements.
Customers who do not have an active Foundation Care contract
Note: If we do not have an active Foundation Care contract
will not receive priority or escalation entitlements.
registered in our system, you will receive assistance under
your product warranty entitlement if applicable. See
Appendix C for details.

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3.3 Software License Activation https://innovate.arubanetworks.com/portal_session/new.

Self-service license creation using your Certificate is available If you have issues onboarding or registering, email asp-
at the Aruba Support Portal https://lms.arubanetworks.com/. [email protected].
See Section 4.1 to set up access to the Aruba Support Portal. Visit https://asp.arubanetworks.com/more-information for a
3.4 Foundation Care and Warranty Entitlements detailed demo on how to onboard to ASP, navigate around ASP,
Under Aruba product warranty, the Aruba Technical Assistance and to use the case management portal.
Center will only provide assistance to ensure the product is Note: You may use your current HPE Passport credentials for
within conformance of the product specifications. In addition, the MyNetworking portal to log into the Aruba Support Portal.
the TAC will not provide priority assistance and is available
4.2 Welcome Center
within a limited number of business hours. To check your
The Aruba Welcome Center is a help desk, which is available
warranty entitlement, visit
24x7x365 and is your first point-of-contact with Aruba
https://support.hpe.com/hpsc/wc/public/home
Technical Assistance Center (TAC). They assist all customers,
Note: If you require technical assistance with product including but not limited to:
configuration, setup, interoperability and problem
• Entitlement of technical support requests (warranty or
resolution with 24x7 availability, ensure an active
Foundation Care)
Foundation Care contract is on all your products.
• Open/Update a case
See Appendix B and Appendix C for more details. • ASP account
4 ARUBA CUSTOMER SERVICE TEAM • Product registration in ASP

The Aruba Customer Service Team consists of a number of • License issues and questions

groups and tools within Aruba, all working together to quickly • Downloading software within the ASP

answer questions and resolve network issues. • License key management

• Warranty and contract questions and issues
4.1 Aruba Support Portal
4.2.1 Welcome Center Contact Information
For quick and easy problem resolution, Aruba has designed a
• Case Manager via ASP: Open/View Case
state-of-the-art online self-service portal called the ASP that
• North America: 1-800-WiFiLAN (1-800-943-4526)
provides you with the following features:
• International: +1-408-754-1200
• Airheads Community: Provides you with our state-of-the- • Universal International Freephone Numbers (UIFN) and
art knowledge base (KB), where you can join a toll numbers for international support on all products can
community of network professionals and discuss issues, be found at https://www.arubanetworks.com/support-
ideas, and tips. Or access the interactive Learning Portal services/contact-support/
where you can access documents and videos for your areas
of interest. You can also upload your own videos or
4.3 Global Aruba Technical Assistance Center (TAC)
content here.
The Aruba TAC is primarily responsible for problem resolution
• The latest software updates and complete product
for Aruba customers and partners. Globally, the Aruba TAC has
documentation: https://asp.arubanetworks.com/downloads.
over 30 locations worldwide. It consists of Aruba TAC
• Complete online case (support request) management via engineers who provide both initial and escalation support for
the ASP case manager: Aruba products.
https://sso.arubanetworks.com/idp/startSSO.ping?PartnerS
4.3.1 Global Solution Center
pId=https://hp--community.force.com/customerportal.
Aruba TAC engineers are product specialists who can resolve
• Our Innovation Zone allows you to provide ideas for
90% of the cases in Aruba TAC. They provide our Foundation
product as well as product documentation.

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Care customers with product configuration, interoperability, and conformance of product specifications and RMA processing. If
problem resolution with 24x7 availability and priority you require assistance with product configuration, setup,
assistance. interoperability and problem resolution with 24x7 availability,
ensure you have an active Foundation Care support contract for
4.3.2 Engineering Resolution Team
your product.
The Engineering Resolution Team is our global escalation team
For warranty details, visit, https://www.arubanetworks.com/en-
and handles all escalated cases 24x7 and helps to resolve the
remaining 10% of the cases. This team has direct coordination gb/support-services/product-warranties/ and Appendix C.

with our Aruba Customer Engineering and R&D teams to 5.3 Telephone Support
ensure case resolution. You can open a case with Aruba TAC via Case Manager in ASP
4.3.3 Aruba Customer Engineering Team (non-critical) or telephone for critical issues.

The Aruba Customer Engineering Team comprises experienced • Case Manager via ASP: Open/View Case
networking, radio frequency, and security engineers. If Aruba • North America: 1-800-WiFiLAN (1-800-943-4526)
TAC determines that someone from the Aruba Customer • International: +1-408-754-1200
Engineering Team is required to resolve an issue, the TAC will • Universal International Freephone Numbers (UIFN) and
dispatch and coordinate the assistance for you. toll numbers for international support on all products can
be found at https://www.arubanetworks.com/support-
4.3.4 Global Logistics
services/contact-support/
If the Aruba TAC engineers determine that your product is
5.4 Technical Case Request Management
defective, a RMA is issued. The Aruba TAC engineers or other
Aruba resource will begin the RMA process on your behalf. See To ensure you receive the best and most efficient assistance
complete details about the RMA process in Section 5. from our Aruba TAC engineers, provide as much detail as
possible when opening a support case via ASP or telephoning
5 HOW TO WORK WITH THE ARUBA TAC
into the TAC.
5.1 Entitlement Verification
5.4.1 Case Request Details
In order to receive assistance from the Aruba TAC, your
• Customer name and location
product must be covered under a Foundation Care contract or by
• Problem definition; make this as detailed and specific as
warranty. The Welcome Center will verify your entitlement
possible
when you phone into the Aruba TAC. See Section 4.2.
• Serial number of the device(s) in question
If your Aruba product is not covered under a Foundation Care • Software version running on the device(s) in question
support contract and you would like to learn about our services • Model name of the device(s) in question
and their benefits, contact your Aruba Partner or your Aruba • IP address information
inside sales team at:
5.4.2 Defining the Problem
https://www.arubanetworks.com/company/contact-us/contact-
us-form/ or +1-844-473-2782. Be prepared to define the problem and provide the following
information:
To find an Aruba Partner, visit:
https://findapartner.arubanetworks.com/aruba.html • Severity 1—Critical: Severe impact to business operations
• Severity 2—High: High impact with disruption to
5.2 Aruba TAC Hours of Operation
operations
The Aruba TAC provides assistance 24x7x365 basis and will
• Severity 3—Minor: Medium to low impact to normal
provide service based on your Foundation Care support level.
business operations
See Appendix B for the Foundation Care offerings.
• Severity 4—Informational: Minor problems, request for
For customers receiving assistance from Aruba TAC under the information, and such
product warranty, our Aruba TAC engineers will provide

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5.4.3 Problem Symptoms engineer may engage other resources within the Aruba technical
• When the behavior was first observed and what, if organization and with engineering teams that have additional
anything, has changed in the environment. For example: product and technology knowledge specific to your case to help
“The device shows critical status for the last 4 days and the resolve the issue in a timely manner. The Aruba TAC engineer
‘show stats alarm’ command shows ‘bypass alarm.” remains the case owner and acts as your primary interface until
• If this was a previously stable environment, explain what the case is resolved.
changed within the network or specific application prior to 5.6 Customer Communication Guidelines
this behavior Aruba TAC provides responses and communication to customer
• Attempts to troubleshoot and rectify the problem. For issues periodically. These communications are based on the
example: “Tried to restart the service at 17:23 today but severity assignment of the case.
this failed”
• Network diagram and deployment information 5.6.1 Table 1: Response and Communication Guidelines

• Provide information about your network design, where the

Aruba product appears, and the way it is deployed Case Initial Response Update Frequency*
Severity Target
5.4.4 Problem details
Provide as much information as you can about the problem. For Severity 1 Within 1 hour Updated every 2 hours

example—what do these messages mean and do they affect the Severity 2 Within 4 hours Updated every
performance of the appliance? business day
5.5 Aruba TAC Engineers' Responsibilities
Severity 3 Within 1 business Updated once per
Once you have initiated a Case Request with Aruba, the Aruba day week
TAC Engineer will take the following actions:
Severity 4 Within 5 business Updated monthly
• Take ownership of the case
days
• Begin troubleshooting, diagnostics, and problem
replication as appropriate *Or as otherwise negotiated with you. Each issue is unique and
• Provide you with periodic updates on problem status and carries a different set of complexities and challenges. Aruba will
escalate the problem as required according to escalation make all reasonable efforts to provide a response within the
management guidelines, or at your request assigned target.
• Generate an RMA if it is determined that your product is Note: If you are experiencing a Severity 1 network down
defective. In this instance, RMA information such as the situation, or a Severity 2 issue, call TAC at 1-800-WiFiLAN (1-
number and the type of replacement is provided to you and 800-943-4526) or International: +1-408-754-1200. If outside the
noted in your ASP case manager. U.S. or Canada, use a country number listed here:
• Close the case when you agree that the problem has been https://www.arubanetworks.com/support-services/contact-
resolved support/
You can monitor the case progress by logging into ASP Case
6 ARUBA CASE REQUEST GUIDELINES AND PROCESS
Manager.
6.1 General Questions and Problems
Once a case is opened with Aruba TAC, a TAC engineer is
assigned and will resolve the issue as quickly as possible. The If you have a product question or issue that you cannot resolve,
Aruba TAC engineer will update you via telephone, e-mail, or and it is not of a time-sensitive nature, follow these guidelines
update the case notes so that they are viewable by you over the to receive a quick and reliable solution on the Aruba Support
web. If escalation is required, the case is assigned to an Portal. It contains the following:
appropriate subject matter expert within the Aruba Global • Airheads Community: Provides you with our state-of-the-
Solution Center who works the case to completion. This art KB, join a community of network professionals and

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discuss issues, ideas, and tips. Or access the interactive • North America: 1-800-WiFiLAN (1-800-943-4526)
Learning Portal where you can access documents and • International: +1-408-754-1200
videos on your area of interest. You can also upload your • Universal International Freephone Numbers (UIFN) and
own videos or content here: toll numbers for international support on all products can
https://community.arubanetworks.com be found at https://www.arubanetworks.com/support-
• Complete product documentation: services/contact-support/
https://asp.arubanetworks.com/downloads 6.4 Escalation of Case Requests
• The latest software updates: Customers who have an active Foundation Care contract and
https://asp.arubanetworks.com/downloads have concerns on resolution, product performance, defective
part replacement delivery, and/or a technical issue not resolved
• Complete online case (support request) management via
in a reasonable timeframe with their existing service case can
the ASP case manager:
send an escalation request to [email protected], via
https://sso.Arubanetworks.com/idp/startSSO.ping?PartnerS
the ASP case manager system, or by telephoning the Aruba
pId=https://hp--community.force.com/customerportal.
TAC.
• Our Innovation Zone allows you to provide ideas for
Escalate via the case owner.
product as well as product documentation:
https://innovate.arubanetworks.com/portal_session/new. Customers who do not have an active Foundation Care support
contract will not receive priority or escalation entitlements.
6.2 Non-Urgent Technical Case Requests 6.5 Product Defect (Bug) Reporting Process
Case Requests can be opened on the web using the ASP Case Check the product Release Notes for the latest information on
Management tool. This option should be used for any technical known issues or existing bugs with our products. Any new and
inquiry or product problem, including RMAs. Select Create suspected product defects found during your case management
Case in the left hand navigation and enter the information process will be reported by the Aruba to the Aruba engineering
regarding your product and the problem you are reporting. team and we will follow the issue to resolution. For customers
Complete all the required fields in as much detail as possible. seeking assistance from Aruba under their product warranty,
Selecting the correct Product is important for the fastest service priority bug reporting is not provided.
delivery. After entering the appropriate information, select
6.6 Feature Enhancement Requests
Create Case and a case number will be provided. The case is
routed directly to an Aruba TAC engineer. All feature enhancement requests can be provided via the ASP
Innovation Zone. Our product management team uses this
Case examples include:
information as a resource to prioritize and define their product
• Defect (bug) reporting road map for future releases. If you require further guidance,
• RMA processing contact your Aruba field sales representative.

• Configuration assistance 6.7 Resolution Process

• Standard network troubleshooting The assigned Aruba TAC engineer will make use of all required
resources to provide a solution to the reported problem. Where a
Note: You may use your current HPE Passport credentials for
solution is not readily available, the Aruba TAC engineer will
the MyNetworking portal to log into the Aruba Support Portal.
look for ways to work around or mitigate the impact of the
6.3 Network down or network impaired situation problem until a solution is available. To keep you informed of
The next level of problem reporting into the Aruba TAC is the progress on all open issues, the Aruba TAC engineer will
Severity 1 or Severity 2 priority problem reporting. Use this update the online case notes. You can log into your ASP case
process if you have a network down or network impaired manager tool and obtain updated status information on your
situation. case.

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As part of the solution process, the Aruba TAC engineer may 2. Subscribe to the Airheads Community feed at
take any of the following steps: https://community.arubanetworks.com/t5/Security/Sec

• Review configuration/debug information to identify urity-vulnerability-advisories/m-

resolution of issue p/176738/highlight/true#M13343

• Replicate the scenario/issue in the Aruba TAC lab (where Visit our Aruba Product Security Incident Response Policy

possible) for complete and current details required to report a security

vulnerability and process.
• Troubleshoot live on the affected equipment
7 RETURN MATERIALS AUTHORIZATION PROCESS
• Create an RMA where the cause of a problem is related to
In some cases, you may need to return hardware to Aruba for
failed hardware
replacement. Before returning any hardware, contact Aruba
• Create an Engineering Defect (problem report or bug) TAC. If the Aruba TAC verifies that the product is defective,
where the cause appears to be a product defect Aruba issues a RMA number and provides a return address to
Once verified to be a software defect, the Aruba TAC engineer send the defective unit for repair or replacement. The RMA
will open a problem report with the appropriate engineering number ensures proper tracking and handling of the returned
group. The defect will be noted in your Case Request so that material.
you can view the status of the defect online (where possible). 7.1 Shipping
The Aruba TAC engineer will continue to work with you to All replacement products are shipped with a Customer Returns
determine if a workaround is required until a solution can be kit that provides return instructions along with the RMA number
provided in the software. Once the problem report is resolved, and any applicable documentation. Aruba cannot accept any
you can typically find it in the next software maintenance returned product without an RMA number on the package.
release. The Aruba TAC engineer will provide details of the Customers must deliver the defective product along with the
planned release to you. If a fix is required in a shorter time RMA number to the shipping address provided by Aruba within
frame, the Aruba TAC engineer can work with you and the the Customer Returns kit. Aruba offices are unable to accept
Escalation team to determine if an interim release can be RMA returns. If the customer ships the product on its own
provided. transportation carrier’s account or without fully complying with
Aruba’s RMA procedures, the customer assumes the risk of
6.8 Reporting Security Vulnerabilities
damage or loss in transit. The customer must use the original
Aruba’s Security Incident Response Team (SIRT) is responsible
container (or equivalent) and may be required to pay the return
for receiving, tracking, managing, and disclosing vulnerabilities
shipping charge. The Aruba Support team may be able to advise
in Aruba products. The Aruba SIRT actively works with
customers on shipping charges based on their support plan and
industry, non-profit, government organizations, and the security
location.
community when vulnerabilities are reported. A security
vulnerability is defined as any weakness in a product that allows 7.2 Product Registration
an attacker to compromise the confidentiality, integrity, or Aruba stocks spare parts according to the installation address
availability of a product, customer infrastructure, or IT system provided by the customer. Under a Foundation Care Onsite
through an Aruba product in that environment. support contract, Aruba will also dispatch a field engineer to

To report a potential security vulnerability: this recorded address for repair or replacement. It is, therefore,
critical that you maintain the current installation address of each
1. The preferred method to reporting suspect product
of your Aruba assets through the Aruba Support Portal.
vulnerabilities to Aruba is by sending an email to
[email protected] using our public PGP key (ID
0x458586D9), that can be found on public key servers
and here.

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8 APPENDIX A: CASE SEVERITY GUIDELINES AND INITIAL RESPONSE GOALS

Initial
Response Case Target
Aruba & Customer Time Update Resolution
Severity Definition Commitment Release Vehicle Target Interval Time1

Severity 1 - Critical system or service The customer and Hot fix or 1-hour Every 2 Within two days
Critical outage in a live Aruba will commit the Emergency patch if callback hours2 if no work-
production environment necessary resources no work-around around; within
that results in a severe around-the-clock to exists; if work- 14 days if there
degradation of overall resolve the situation around exists, is a work-around
network performance or to provide a work- permanent fix rolled after root cause
and/or significant around into the next has been
reduction in capacity scheduled identified
maintenance
release

Severity 2 - Intermittent degradation The customer and If a software fix is 4 business Daily Within 90 days
High of system or service Aruba will commit full- required and a work- hours after root cause
performance that impacts time resources during around exists, the fix has been
end-user service quality normal business is rolled into the next identified
or impairs network hours to resolve the maintenance
operator control or situation or to provide release
operational effectiveness; a work-around.
also includes loss of
diagnostic capabilities.

Severity 3 - Minor degradation of The customer and If a software fix is 1 business Weekly Within 180 days
Moderate system or service Aruba will commit full- required this will be day after root cause
performance that does time resources during targeted for the next has been
not impact end-user normal business minor or major identified
service or quality and/or hours to restore release
has minimal impact on service levels to a
network or server satisfactory level.
operations.

Severity 4 - No impact on system or The customer and If a software fix is 5 business Monthly Not Applicable
Low network operations; Aruba will provide required the fix is days
information requests, resources during targeted for the next
document errors, or normal business major release
standard questions on hours to provide
configuration or informational
functionality of equipment assistance or as
requested to collect
feedback.

1 - Target resolution time is defined from the point-in-time that Aruba has determined root cause and understands how to provide a fix.
2 - Daily updates will be provided as new diagnostic/troubleshooting data is made available to Aruba. Updates will be provided within 24
hours from when that information is received by Aruba.

Performance Target: For Severity 1-3 issues, objective is to meet 95% of the scheduled commitments for response times, restore, and
resolution intervals.

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9 APPENDIX B: FOUNDATION CARE SUPPORT OFFERINGS

If your network is important to your business, then your business needs the backing of Foundation Care for Aruba support services.
Foundation Care provides essential support entitlements, a range of flexible options for hardware replacement, and is the gateway service
that allows you access to additional support services such as Aruba Customer Engineering, Resident Engineer, and Premier Support
services.

For complete details, see the Foundation Care Service Brief.

NBD* 4-Hour NBD* 24x7

Call-To-Repair (CTR)
Exchange Exchange (on-site) (on-site)

Parts and labor Parts and on-site labor,

NBD delivery of 4-hour delivery of Parts and NBD Parts and 4-hour
for hardware operational within 6 hours of
replacement parts only parts only on-site labor on-site labor
call on critical outages (Sev. 1)

9x5 (local
TAC support 24x7 24x7 24x7 24x7
business hours)
Software
updates Yes Yes Yes Yes Yes

*Next Business Day

For complete details of the service delivery, review the Foundation Care data sheets, which contain the terms and conditions of the service
delivery:

• Advanced Replacement (NBD, 24x7, or CTR)

• On-site (NBD or 4 hours)

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10 APPENDIX C: ARUBA PRODUCT WARRANTY

Under the Aruba product warranty, depending on the individual product, you will receive limited assistance from the TAC, software
updates/upgrades, and hardware replacement. The Aruba Technical Assistance Center will only provide conformance assistance within
a limited number of business hours.

If you require technical assistance with product configuration, setup, interoperability, and advanced troubleshooting/problem resolution
with 24x7 availability, you must have an active Foundation Care contract for all your products.

For complete details on our product warranties, visit:

• Aruba Software and Hardware Warranties

• Aruba Product Warranty Details

Warranty entitlements vary by product.

Entitlement Warranty (NO COST) Foundation Care (PAID)

Technical Support • Phone Support: Monday–Friday • 24x7x365 phone support

(Business Hours)
• Limited, commercially reasonable • Priority based with escalation management
effort, non-prioritized based
• Product conformance (break-fix) • Product conformance plus:
Only o Guidance on configuration, interoperability and
other best practices
o Advanced troubleshooting
o Access to Aruba Customer Engineering

Software Support & Updates • Publically available software only • Priority based on-demand patch/maintenance
releases to remediate critical issues, customer
specific features, and so forth

Hardware Support • Next Business Day shipment, no • Next Business Day and Same Business Day delivery
committed delivery SLA goals, with on-site labor options

10.1 ARUBA AND HPE RETURN TO SUPPORT FEE

For any Aruba products, including hardware and software, that have a lapse in coverage for either Warranty and/or Foundation Care, a
Return to Support fee may apply. View our Return to Support fee policy.

3333 Scott Blvd. | Santa Clara, CA 95054

www.arubanetworks.com 1.844.472.2782 | T: 1.408.227.4500 | FAX: 1.408.227.4550 | [email protected]