Netronome Agilio Software Support and Hardware Maintenance User Guide v 1.3

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1 Netronome Agilio Software Support and Hardware Maintenance User Guide v 1.3 1

2 Table of Contents About This Document Accessing the Netronome Support Team Registering with Netronome Visiting the support site - https://support.netronome.com Telephone Support Onsite Support Response Times Custom Support Agreements Netronome Product Warranty Hardware Warranty Software Support Extended support Unsupported Products Support Process Flowchart Professional Services and Training

3 About This Document This document is an overview for the warranty services and support provided by Netronome to its customers pursuant to a paid up Support and Maintenance Plan. Support and Maintenance Plan agreements are available on Netronome s support site, https://support.netronome.com or by ing PRODUCT WARRANTIES FOR NETRONOME PRODUCTS ARE ONLY PROVIDED PURSUANT TO A PAID UP MAINTENANCE AND SUPPORT AGREEMENT AND THIS DOCUMENT DOES NOT CREATE ANY CONTRACT BETWEEN YOU AND NETRONOME. NETRONOME DISCLAIMS ALL EXPRESS OR IMPLIED WARRANTIES OF ANY KIND, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, NON- INFRINGEMENT AND FITNESS FOR A PARTICULAR PURPOSE. Information about Netronome s products and solutions by visiting Netronome s support site, which is the focus of this document, is at https://support.netronome.com. 3

4 1 Accessing the Netronome Support Team 1.1 Registering with Netronome To receive support and warranty service from Netronome, i) you will need a support account; ii) you must have a paid-up Support and Maintenance plan and you must agree to the Support and Maintenance terms and conditions. You can request a support account by sending an to containing the following information: Company name Names of those requesting access and their associated addresses Serial number(s) of hardware purchased A user ID and password will be created and sent to you at the specified address. If your support account already exists, you will need to register new purchases via the support site. You will need the serial number of the Intelligent Server Adapter(s) (ISA) you purchased in order to complete your registration. The serial number is printed on the packaging or printed on a sticker affixed to the adapter. If Netronome Agilio software has been installed on an adapter, the serial number can also be retrieved via CLI by typing this command: /opt/netronome/bin/nfp -hwinfo You have 90 days from the date of shipment from Netronome in which to self-register, and your warranty period will begin on the date of registration. If you register after 90 days from the ship date of your product, the start date of your warranty period will be the ship date. 1.2 Visiting the support site - https://support.netronome.com The support site will be your main portal to interact with Netronome s support team. You can submit trouble tickets, view the status of tickets, download software, and search Netronome s knowledge base of commonly asked and answered questions. To access your account, use the login and password that was ed to you when your support account was established. 1.3 Telephone Support Although the Netronome support site is the best way to get your issue resolved quickly, we realize that sometimes you want to talk to a real person. Netronome s Technical Support Engineers (TSEs) can be reached at or Some of the services the Netronome support team can offer include: Expert installation and bring-up of Netronome products Professional troubleshooting and diagnosis of problems Escalation procedures when necessary 1.4 Onsite Support Onsite support can be arranged for Netronome Technical Support Engineers. Contact your reseller or Netronome account manager for more details on prices and terms. 4

5 1.5 Response Times Standard response time for telephone queries will be 1 business day during Netronome s standard business hours (9:00 am 5:00 pm Eastern Time Zone). Standard web response time for trouble tickets received within Netronome s business hours is 1 business day. Trouble tickets received outside normal business hours will be answered no later than 24 hours into the next business day. 1.6 Custom Support Agreements Custom support agreements can be arranged to provide level of support and response times you need. Contact Netronome to discuss your needs. 2 Netronome Product Warranty 2.1 Hardware Warranty One year of hardware warranty is granted to the customer upon purchase of any Netronome ISA sold pursuant to a Support and Maintenance plan (a Covered Product ). Pursuant to the plan, Netronome will guarantee that the hardware portion of the Covered Product will be free of any malfunction, error or other defect that: (i) can be reproduced by Netronome; and (ii) constitutes a substantial nonconformity with Netronome s published specifications for that Covered Product. In the event of a product malfunction, a trouble ticket must be opened on the Netronome support site, (https://support.netronome.com). Netronome s customer support team will assist you remotely to identify and troubleshoot the failure. If the failure cannot be fixed remotely, a Return materials Authorization ( RMA ) will be issued. You will be instructed to return the hardware in question, freight prepaid and with the RMA number displayed on the outside of the carton, to the place where it was purchased (e.g. a reseller or Netronome). Once Netronome receives the product, Netronome shall replace or repair the Product, at its option, within forty-five (45) days. Netronome will not repair or replace any product if the malfunction, error or defect was caused by malfunction of non-netronome hardware or software, by modification of the product not made or previously authorized in writing by Netronome, by operator error, or by use of the product not in accordance with the operating instructions for the product. Netronome shall pay the shipping charges back to customer for properly rejected hardware; otherwise, customer shall pay the return shipping charges. 2.2 Software Support Customers are entitled to software updates, upgrades and bug fixes for Covered Products. Users will be notified via when new software updates and upgrades are made available on the support site. Users are encouraged to install new updates and upgrades promptly. Netronome will only support its then current version of software and the immediate prior revision. Older releases may not qualify for support, even if a paid-up Support and Maintenance plan is in place. 2.3 Extended support You can purchase additional Support and Maintenance plans for extended support of Netronome Intelligent Server Adapters that will allow you to continue to get software updates and hardware protection. Additional Support and Maintenance can be purchased in one (1) year increments and is available from Netronome or where you purchased your products. If customer does not continuously 5

6 maintain a paid-up Support and Maintenance plan, customer shall pay the applicable Support and Maintenance fees not previously paid for all prior Support and Maintenance plan periods before resuming the Support and Maintenance Plan. For example, if your warranty period started on January 1, 2015 and you let it lapse until April 2016, you can purchase 1 year of extended support that starts on Jan 1, 2016 and provides coverage until Jan 1, Additional years may also be purchased. 2.4 Unsupported Products Products that are not covered under warranty may be repaired at Netronome s discretion on a time and materials basis. Products that are out of warranty are not generally eligible for software bug fixes, updates, patches and upgrades. Exceptions may be made at Netronome s discretion. 6

7 3 Support Process Flowchart The following flowchart documents the flow of the Netronome support process when a trouble ticket is created. 7

8 4 Professional Services and Training Netronome offers professional services and training, customized to meet the individual needs of your projects. Some of these services might include: Installation and configuration Benchmarking Custom software development Porting of software to Netronome architecture Protocol support Contact your Netronome representative to discuss your specific needs and business case. 8

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