Service and Support. Reference Guide Version I

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1 Service and Support Reference Guide

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3 Page Section Introduction Table of Contents Software-Service Helpdesk for Technical Queries of Priority Major, Medium and Trouble Resolution Tickets of Priority Major, Medium, Minor Software-Service Helpdesk 24/7 (Emergency Tickets of Priority Critical) Hardware-Service Helpdesk Remedy Web-portal Remote Access Service (RAS) License Key Generation Download Product Documentation Download Product Software Downloading Software for Network Elements Downloading Software for Network Management Software and Technical Document Notification Product Training Issue Escalation

4 1.0 Introduction This Reference Guide is valid for the following product series: ACI-E, D500, hix5300, hix5600, and hix5700. Software-Service Helpdesk for Technical Queries of Priority Major, Medium and Trouble Resolution Tickets of Priority Major, Medium, Minor: Customers may create tickets directly using the Web Interface (see screenshot below) that can be found at: For details on the ticket flow, please refer to page 6. Alternatively, the ADTRAN Contact Centre is available for all customers and can provide assistance creating tickets for ADTRAN BBA products. Please dial for assistance. Customers may also open tickets at and using an Excel template (see screenshot below). For details on the ticket flow, please refer to page

5 Software-Service Helpdesk 24/7 (Emergency Tickets of Priority Critical): The ADTRAN Contact Centre is available for emergency service support to customers that have contracted for this service and can provide assistance creating tickets for ADTRAN BBA products. Please dial for assistance. Emergency tickets can be raised by phone only. For details on the ticket flow please refer to page 8. Remedy Web-portal for Customers The ADTRAN support case portal allows customers to review their Software support cases individually. For further details see Section 5.0. Hardware-Service Helpdesk Repair and return, and advanced replacement requests should be directed to the global reporting centre using a MS-Excel RMA request form via to BBArepair@adtran.com For details, please refer to page 9. In the event that a software issue cannot be excluded, please validate the case via the Software Service Helpdesk. Remote Access Service (RAS) In the event ADTRAN s Service and Support personnel need to access customer networks/nodes remotely for symptom collection and troubleshooting, the technical realization has to be agreed individually between ADTRAN and the customer. For further details see Section 6.0. In case of questions related to RAS, customers should raise a Technical Query via the Software-Service Helpdesk as described in Section 2.0. License Key Generation Several products require a license before equipment can be set into operation. The procedures to create, download and to apply the licenses are described in detail on page 12. Download Product Documentation Product documentation is available on ADTRAN s Support Community homepage. The process to register for an account on and how to navigate to the BBA product documentation is described in detail on pages Download Product Software Product software is available on ADTRAN s Support homepage. The process to register for an account on and how to navigate to the BBA-product software, either for Network Element software or for Network Management software, is described in detail on pages Software and Technical Document Notifications Software and technical document notifications are available for certain products. For details please refer to page 22. Product Training Product training for hix5600 Series, AccessIntegrator and complementary products is available and includes instructor-led classes for beginner and advanced levels. These are complemented by practical workshops for expert skill levels. Details on how to register for training are included on page

6 2.0 Software Service Helpdesk for Technical Queries of Priority Major, Medium and Trouble Resolution Tickets of Priority Major, Medium, Minor Remedy Web Interface Customers may create tickets using the Web interface (see screenshot below) that can be found at: ADTRAN Technical Support Remedy Tool 1. Create ticket via Web-IF (no file-attachments can be processed at this stage) 2. Ticket creation confirmed by Web Request ID: WEBXXXXXXXXXXXXXX on the screen 4. replies may contain file-attachment (trouble shooting symptom files/ screenshots etc) 3. Remedy replies case no: RQSTxxxxxxxxxxx by to Customer Customer 6

7 ADTRAN Contact Centre The ADTRAN Contact Centre is available for all customers and can provide assistance creating tickets for ADTRAN BBA products. Please dial for assistance. Customers may also open tickets at An Excel template (accept Macro mode and Active X in Excel) can be downloaded as described below. ADTRAN Technical Support Remedy Tool 2. Ticket created by Contact Centre Agent 4. Remedy instantly replies case no: RQSTxxxxxxxxxxx by to Customer ADTRAN Contact Centre 1. Phone call or contact-centre@adtran.com with Excel template (no file-attachments can be processed at this stage) 3. Provide Web Request ID: WEBXXXXXXXXXXXXXX to customer as first reference 5. replies may contain file-attachment (trouble shooting symptom files/ screenshots etc) Customer You can download the latest version of this Excel Template at Click on Excel template to fill out the trouble ticket information. 7

8 3.0 Software-Service Helpdesk 24/7 (Emergency Tickets of Priority Critical) ADTRAN Contact Centre The ADTRAN Contact Centre is available for Emergency Service support to customers which have contracted for this service and can provide assistance creating tickets for ADTRAN BBA products. Please dial for assistance. ADTRAN Technical Support Remedy Tool 2. Ticket created by Contact Centre Agent ADTRAN Engineer 24/7 on duty 4. Phone call acc call-routing table to provide Web Request ID Caller-Name Caller- Caller-Phone Country Customer-Name Product-Name Short description/ title 6. Remedy instantly replies case no: RQSTxxxxxxxxxxx by to Customer 5. Phone call for technical clarification ADTRAN Contact Centre 1. Phone call Provide Web Request ID: WEBXXXXXXXXXXXXXX to customer as first reference 7. replies may contain file-attachment (trouble shooting symptom files/ screenshots etc) Customer 8

9 4.0 Hardware Service Helpdesk Repair and return, and advanced replacement requests should be directed to the global reporting centre using an MS-Excel RMA request form (see screenshot below) via to In the event that a software issue cannot be excluded, please validate the case via the Software Service Helpdesk. External Repair Centre Creation of RMA order number for each faulty unit Global Distribution Centre to customer with RMA order number Global Reporting Centre BBArepair@adtran.com Repair and Return Swap Faulty Unit Hardware Service Requests Customer Note: ADTRAN s Global Distribution Centre accepts and processes faulty equipment and also coordinates repaired/replacement unit shipments. Once the Hardware Service Request has been authorized and a RMA number has been received, faulty equipment can be returned to the Global Distribution Centre. Adtran GmbH, c/o Expeditors International BUD, Europolis Park, Lorinci ut 61b, Vecses H-2220, Hungary 9

10 5.0 Remedy Web-portal The ADTRAN support case portal allows customers to review their Software support cases individually. To access the portal on ADTRAN s page, you must first register for an account on if you haven t already done so. Click on the register button on the top right of the home page and register with your corporate address. Fill out your contact information. A temporary password will be ed to you. You will be asked to change your password the first time that you log in. Once you have logged in to your account, navigate to Support > Open a Support Case > at the right upper corner. Alternatively, a link to View my support cases will be viewable from the top right of your MyADTRAN page. At this point all support cases matching your address as case creator are listed. To view the details for any case, click the support RQSTXXXXXX number. Notes are better viewed using Chrome or Firefox browsers. 10

11 To update the case or contact the person assigned to it, please use the link in the Problem/ Solution Information section. 11

12 6.0 Remote Access Service (RAS) ADTRAN Service and Support personnel may need to access customer networks/nodes/management systems remotely for symptom collection and troubleshooting. ADTRAN recommends a Virtual Private Network (VPN) connection from an ADTRAN network to the customer s network using private tunnels that are implemented across a public network. A secure connection is ensured by encrypting and encapsulating original data packets within new ones. The login procedure is to be agreed on by both ADTRAN and the customer. This typically includes phone contact and CUSTOMER-controlled authentication before the connection is made. See the diagram below. The technical realization has to be discussed and agreed between the customer s IT Department and ADTRAN. Principles on remote access as proposed by ADTRAN 7.0 License Key Generation License keys are generated by the ADTRAN License Manager (ALM) tool. n A serial number (one per shipment) will be sent to the customer. n The customer will trigger the license key file generation on the adtran.com Web portal (simply by entering the serial key) and will promptly receive the key file via . All previously shipped LIMES-generated license keys will remain valid. (There will be no replacement required for previously deployed licenses) One-time Preparation (by Customer s ACI-E Administrator) 1. Update the ACI-E License Admin (LA) LA application must be updated to the latest LA maintenance build (LA or higher). The LA or higher is included in the following ACI OEM installers: l for ACI-E 5.5/EM-GX 3.8M included in OEM installer or higher. l for ACI-E 5.0/EM-GX 2.8/2.8M included in OEM installer or higher.

13 This latest License Admin application will recognize the new ALM license format as well as the previous LIMES key format. Update of the Element Manager to the latest maintenance build is not mandatory. How to identify the LA version: n Launch the License Admin Client and open Help -> About How to update the LA: Launch the n ACI-E OEM 2.3 installer (for EM-GX 2.8/2.8M version OEM or higher) or n ACI-E OEM 2.4 installer (for EM-GX 3.8M version OEM or higher) and n tick the License Server to be repaired 2. Register an account n To access software on you must first register for an account. n Click on the register button on the top right of the home page, and register with your corporate address. Fill out your contact information. A temporary password will be ed to you. You will be asked to change your password the first time that you log in. 13

14 3. Register the ACI-E product. n The ACI-E administrator must send an to aci-licensing@adtran.com and request to receive the serial number for the (one time) ACI-E product registration. n The ACI-E administrator will receive the product registration serial number and will enter this to the adtran.com Web portal by executing following steps: When logged into your account, please navigate to Support/Product Registration/ Register a product or use this link: portal/adtran/wp_registeraproduct l Enter the ACI-E serial number and click Continue (the serial number is printed on the ACI-E DVD label, or sent to you by ). l In the subsequent screen (Step 2) click Continue Product Registration. l For registration of additional products continue with Register Additional Products or navigate again to Support / Product Registration / Register a Product or use this link: portal/adtran/wp_registeraproduct 14

15 ACI-E License Key Generation (by Customer s ACI-E Administrator) n A shipment of ACI-E licenses will include: l A list of the delivered license keys with the key s part number and quantity. l One serial number per shipment for all license keys included in the shipment. n The customer s administrator has to: 1. Read the serial number keys from the license delivery print out. 2. Enter the serial numbers on the adtran.com Web portal. 3. Click continue and continue product registration. 4. The license key file (XML) will be sent to the address that has been used to register the account. 5. Install license keys on the ACI-E server l Store the license key file (XML) that you received via on the ACI-E server. l Launch the ACI-E License Admin Client. l Click the import icon. l browse and select the license key file and click ok. l Launch the ACI-E EM client and in the menu select Maintenance/License synchronization to activate the new keys. 15

16 8.0 Download Product Documentation To access documents on ADTRAN s Support Community, you must first register for an account on if you haven t already done so. Click on the register button on the top right of the home page and register with your corporate address. Fill out your contact information. A temporary password will be ed to you. You will be asked to change your password the first time that you log in. **NOTE** You must have an account and be logged in on to access documents. Once you have logged in to your account, navigate to Support>Support Community from the main navigation. You will be asked to create a community user name, and fill out a profile. For more information, please watch a video at on how to create your account and get started with the ADTRAN Support Community. Once you are logged into the Support Community, from the home page, you can navigate to hix>hix 5600 Series, or Network Management>ACI-E to access the documents. The following example is for navigating the hix 5600 Series: Click on the hix 5600 Series link. 16

17 Once you are on the hix 5600 Series landing page, under the documents heading on the top left of the page, click on the Technical Documents (hix-5600) link: From this page, if you see the release that you are looking for, in this case, R3.8M System Release (zip), located under Popular Content or Recent Content, you may click on that link, and the next example shows the file that you can open or download: 17

18 When more document zip files are available, you will be able to find them under the Document Categories>System Release link, on the bottom left of the Technical Documents (hix-5600) page: For ACI-E documents: From the home page navigation link, click on Network Management>ACI-E: Once you are on the ACI-E landing page, under the Documents heading on the top left of the page, click on the Technical Documents (ACI-E) link: 18

19 If you don t see the release you want under Recent Activity or Popular Content, click on the Document Categories>System Release link, on the bottom left of the Technical Documents (ACI-E) page: All system releases available will be listed: On any Technical Documents page, you will find under Actions, a Track in Communications link. When you click on this link, you will be notified by of any posts made to this page (new documents/zip files, etc.). 19

20 9.0 Download Product Software To access software on you must first register for an account. Click on the register button on the top right of the home page, and register with your corporate address. Fill out your contact information. A temporary password will be ed to you. You will be asked to change your password the first time that you log in. **NOTE** You must have an account and be logged in on to access software. In case of any further question or request concerning software delivery for ADTRAN Broadband Access products (network elements and network management) please send an to BBA-SW-delivery@adtran.com. 9.1 Downloading Software for Network Elements Navigate to the Software Downloads page by going to Support>Product Downloads>Software Releases. Select the hix as the product line. Select hix 5600 Series as the family. Select the hix 5600 Series product. Click Find Software button. 20

21 A link will display under the heading of Software Family Selector. Click on that link, and you will be taken to a software download page. 9.2 Downloading Software for Network Management Navigate to the Software Downloads page by going to Support>Product Downloads>Software Releases. Select the Network Management as the product line. Select ACI-E Software as the family. Select the ACI-E software product. Click Find Software button. A link will display under the heading of Software Family Selector. Click on that link, and you will be taken to a software download page. 21

22 10.0 Software and Technical Document Notifications To access software or technical documents on the ADTRAN Support Community, you must first register for an account on if you haven t already. For more information on how to register and login, refer to Chapters 8 and 9 in this guide. Software and technical document notifications are available for certain active products. Once you are logged into the Support Community, from the Home Page, you can navigate, for example, to hix>hix 5600 Series, or Network Management>ACI-E to access the software or technical documents. To be alerted by when new software or technical documents have been released for your product simply go to the product in which you are interested and click the Software or Technical Documents link on the left side of the page. On the Software or Technical Documents page click the notifications received link on the left hand side. When new software or technical documents are released for your product, ADTRAN will post them in the applicable software or technical document areas, which will, in turn, trigger an . Note: you can only subscribe to notifications for the entire software or document spectrum of a product family (e.g. hix 5600 Series or ACI-E) not for parts of it (e.g. only for single products, software releases and versions). The notification provides a link to the software release notes or technical document. If you have a valid care contract for the related product and software, you can open it and find out about any new features that have been added and the bugs that have been fixed, as well as a link where you can download the software or technical document. If at any point you wish to unsubscribe from these notifications, go back to the appropriate Software or Technical Documents page and click the Stop notifications link. For more information, visit this link to view a short video detailing software notification subscriptions. 22

23 11.0 Product Training Product training for hix5600 Series, AccessIntegrator and complementary products is available for both customers and ADTRAN employees. Training options include instructor-led classes for beginner and advanced levels. These are complemented by practical workshops for expert skill levels. The training will focus on the latest release of the hix5600 and the ACI-E management system. Training on products from Dasan Networks is also available. Customers and ADTRAN employees wishing to participate in training should register by visiting the ADTRAN University home page at: Please use hix, ACI and hid as search terms for the courses. All scheduled classes will be held at ADTRAN locations in Munich and Greifswald. If there is a need for a customized or on-site training or if any issues arise, please contact Guido Brinkmann: guido.brinkmann@adtran.com or phone: Issue Escalation In the event of an issue that cannot be resolved using the Service and Support interfaces described above, customers may contact any of the following ADTRAN managers: Services ADTRAN Janne.Kettunen@adtran.com Phone: Technical Support ADTRAN Joerg.Boese@adtran.com Phone: Operations/HW-Services ADTRAN Holger.Maechtel@adtran.com Phone: You can download the latest version of this Reference Guide at waverunner_page_support_bbaproducts Click on View the Service and Support Guide. 23

24 IN053I April Copyright 2014 ADTRAN, Inc. ADTRAN believes the information in this publication to be accurate as of publication date, and is not responsible for error. Specifications subject to change without notice. ADTRAN is a registered trademark of ADTRAN, Inc. and its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document are the property of their respective owners.