Support Process
Global Helpdesk
RMA Process
Support Process How to log a fault
Via email
Send an email to Ceragon Support
[email protected] Auto reply with case number should be received after few
minutes
Case opened with Severity Minor and initial response will
be given by SLA (mostly within the same business day)
Via phone
Local direct dial: +23412774871
General direct dial: +972 3 543 1010
Via web
For SLA customers
Initial response and severity identical to case opened by
email
Proprietary and Confidential
Support Process Initial Response & escalations
The first point of contact will be at our Global
Helpdesk (24/7)
Case can be referred to Regional Support to assist
with local or on site support (Depending on SLA
Agreement)
Case may be escalated to Tier-3 and R&D support
when needed
Proprietary and Confidential
Support Process Details for new case
Contact Name & Company name
Contact Phone
Severity
Problem description including:
phase of affected network (live traffic, in lab, during
installation etc.)
Product exact type and model
SW version
Setup type (1+0, XPIC, MIMO, nodal etc.)
Connected devices (relevant in path/link/network)
Any other details that may be relevant to the issue (tasks
done on-site prior to issue, change of configuration, other
installations in the area, power outages, weather condition
etc.)
Proprietary and Confidential
Support Process Global Helpdesk
Custome
r
Email/We
b
new case
Phone
Helpdesk
Taken
by
Global
Helpde
sk
Yes
Closed
Solve
d
No
Region
al
Suppor
t
On Site
On
Site
or
Tier 3
Escalation
Helpde
sk
Followup
Closed
5
Proprietary and Confidential
Tier 3
(HQ)
RMA Process
Send expected faulty unit to the Ceragon office for
testing.
Active SLA Customers:
Ceragon Nigeria will test all units expected to be faulty
Ceragon Nigeria will return units without faults
Ceragon Nigeria will Log RMA for faulty units.
Ceragon Nigeria will send faulty units for repair.
On receipt of repaired units, Ceragon Nigeria will return the
units
Non SLA Customers
Ceragon Nigeria will test all units expected to be faulty
Ceragon Nigeria will return all units with fault indication
Customer to Log RMA and ship faulty units to address
indicated as part of the RMA response
6
Proprietary and Confidential
RMA Log Process
How to log an RMA:
Via email: Send an email to Repair-RMA
[email protected] The customer should complete the RMA request and
submit to
[email protected] for quote (If not under SLA
and or under Warranty),
RMA number and delivery detail will be send back to the
Customer.
Should quote be applicable the customer will have to
submit PO for the repair cost.
Faulty equipment must be send to the address mentioned
when the RMA was logged
if you have more than 5 items kindly send your request in
an excel file with the following columns:
PN
SN
Item
description
Proprietary and Confidential
Faulty Description
RMA Process
Send Faulty
unit to Ceragon
Nigeria
Customer
Customer Log
RMA
via eMail
repair@ceragon
.com
Test Units
Return to
Customer
No
Return Faulty
Equipment with
Fault report to
Customer
Unit
Faulty
Yes
Log RMA
Yes
Send
Equipment
for Repairs
Repair Faulty
Equipment
SLA
Custom
er
No
Issue Quote
for Repairs
Issue RMA
Number and
Address for
Repair
Centre
Customer
Send
Equipment
for Repairs
Return
repaired
Equipment
Proprietary and Confidential
Customer
Issue PO
for Repairs
Closed
