Global Technical Assistance Center (GTAC) USER GUIDE

Transcription

1 Global Technical Assistance Center (GTAC) USER GUIDE

2 Table of Contents Ready to Assist You... 4 Understanding Your Support Options... 4 WARRANTY PRODUCT COVERAGE... 5 WARRANTY PROCESS... 5 SERVICE DESCRIPTION DOCUMENTS... 5 Contacting GTAC...5 NETWORK DOWN OR CASE PRIORITY 1 ASSISTANCE... 6 USING WEB SUPPORT... 7 Reporting Problems... 9 GENERAL QUESTION RESOLUTION... 9 REPORTING PRIORITY PROBLEMS BY PHONE... 9 REPORTING PRIORITY PROBLEMS BY SERVICE LEVEL OBJECTIVE REQUESTING SERVICE ESCALATION Requesting Feature Enhancements DOWNLOADING SOFTWARE...12 DOWNLOADING SOFTWARE UPDATES...12 DOWNLOADING SECURE SHELL (SSH) SOFTWARE...16 Return Material Authorization Procedure CREATING CASES (CASE MANAGEMENT)...21 REQUESTING AN RMA ON THE WEB VIEWING YOUR CASES TRACKING STATUS VIA WEB SUPPORT RMA REPAIR SUMMARY REPORT UNAUTHORIZED RETURNED EQUIPMENT RETURNS NOT RECEIVED SHIPPING THE EQUIPMENT (RETURNED GOODS)

3 About Policies RETURN MATERIAL AUTHORIZATION POLICIES...29 SOFTWARE LICENSE NON-TRANSFERABLE POLICY...29 ONE-TIME SOFTWARE UPDATE FEE...29 END-OF-LIFE POLICY

4 EXTREME NETWORKS USER GUIDE Global Technical Assistance Center (GTAC) User Guide Ready to Assist You Extreme Networks Global Technical Assistance Centers (GTAC) provide 24x7x365 worldwide coverage. These centers are the focal point of contact for post-sales technical and network-related questions or issues. GTAC will create a Case number and manage and track all aspects of the Case until it is resolved. The Extreme Networks GTAC team provides personalized assistance via web, , or phone to quickly address your questions or issues. This document explains the levels of service available, shows you how to identify the level of service in effect, and guides you to preparing the information you need before you contact your Technical Assistance Center. This document describes: How to submit various requests What happens to your request How to follow the progress of your request How to escalate your request, if necessary Extreme Networks is committed to continuously evolving and developing service programs and business practices to meet the unique needs of each customer. As part of delivering world-class networking solutions, we strive to be a long-term service partner that exceeds your expectations and helps you achieve success. We hope you find this document to be a useful tool in your day-to-day interaction with the Extreme Networks service and support organization. To obtain the most recent version of this document and to stay abreast of our service policies, visit the Extreme Networks website at For general questions or comments regarding this document or to recommend improvements, contact svcmktg@extremenetworks.com. For questions regarding service contracts, contact your sales representative or svc@ extremenetworks.com. Understanding Your Support Options Customers who have product covered under product warranty or have purchased an ExtremeWorks Service Contract are entitled to use GTAC. You can check the status of your support contracts on the Web Support website. For details, see Tracking Status via Web Support. 4

5 To get a service agreement if you are not currently covered If your Extreme Networks product is not currently covered under an ExtremeWorks Support contract and you would like to learn about our services and how they will benefit you, do one of the following: EMEA End Users Contact your Extreme Networks partner for an ExtremeWorks proposal or contact your Extreme Networks sales representative. Americas and Asia-Pac Send an to servicesales@extremenetworks.com and a service representative will respond to you within one business day. To use GTAC on a Case-by-Case basis: If you would like to use GTAC on a case-by-case basis, you can pay a per-incident fee at the time your call is placed with GTAC. WARRANTY PRODUCT COVERAGE Extreme Networks warranty policies for Extreme Networks products are described on the warranty cards that ship with the product as well as on the Product Warranty website, which provides links to documents describing the various warranties.: If a problem should occur during the applicable warranty period, follow the process detailed below. The warranty period is measured from the date the product is shipped from Extreme Networks. NOTE Warranty Notice: Extreme Networks reserves the right to modify the terms of the warranties offered with any product. Ask your Extreme Networks representative for the warranty terms that will apply to your Extreme Networks product. WARRANTY PROCESS Contact your local Extreme Networks GTAC via phone, , or web. The GTAC contact information can be found at: or see Contacting GTAC in this document. Please have the following information available: Product name (example, Summit X670V-48x) Serial number of the product found on the outside of the product or via the Command Line Interface (CLI) Complete description of the product failure If the problem requires that the product be shipped back to Extreme Networks, please get a Return Merchandise Authorization (RMA) number as described in Requesting an RMA on the Web and note this RMA number on the box when you ship the defective unit back to the appropriate Extreme Networks location. SERVICE DESCRIPTION DOCUMENTS For the latest comprehensive service descriptions, please go to: extremenetworks.com/support/customer-care Contacting GTAC You can contact GTAC via phone, , or the password-protected Web Support website ( If GTAC escalation is required, additional resources aid in the problem resolution. 5

6 See Using the Web Support Website for the preferred contact method for nonemergencies. See Reporting Priority Problems by Phone for an example of contacting GTAC by phone. See Reporting Priority Problems by for an example of contacting GTAC by . GTAC SUPPORT TEAM The Extreme Networks Technical Support Team consists of several engineering groups who work together to quickly answer questions and resolve network issues. For a description of how the support team works for you, see the Service Level Objective section later in this document. The primary groups that make up the Technical Support Team are: Customer Service Representatives (CSRs) Technical Support Engineers (TSE) Escalation Support Engineers (ESE) Additional groups that work closely with GTAC to serve you better are: Systems Engineers (SE) Software and Hardware Product Engineers These are the team members who respond to your requests: Customer Service Representatives create and process RMAs and licenses for our field and customers. They also manage the delivery of product to customer locations and assist GTAC in administrative duties that help Extreme Networks achieve overall customer satisfaction. Technical Support Engineers and Escalation Support Engineers handle escalated issues and work closely with various engineering groups to quickly resolve complex issues. Systems Engineers provide pre-sales networking support to the sales managers. They may also represent GTAC in the event that a network engineer is unavailable. Software and Hardware Product Engineers group consists of development, sustaining and systems quality assurance engineers for both hardware and software. If GTAC determines that your issue is not a configuration issue or known issue, then GTAC works closely with this group to resolve the issue. If this group finds a problem, they will recommend a solution to GTAC, who will then work with you to resolve the problem. GTAC will always remain your main contact for problem resolution. NETWORK DOWN OR CASE PRIORITY 1 ASSISTANCE If you have a network down or Case Priority 1 (C1) situation and you require immediate assistance, please call GTAC. All Cases that are ed to Extreme Networks will be responded to within 24 business hours. NOTE Extreme Certified Specialist (ECS)-certified individuals can bypass the Level 1 Global Technical Assistance Center (GTAC) staff for the technology they have been certified in. Please request an escalation engineer when contacting Extreme Networks for support. 6

7 Calls received outside of the normal business hours by the Americas, and EMEA GTAC are forwarded to the GTAC that is available at that time. For details on what information you should gather before calling, see Reporting Priority Problems by Phone. Please go to to find the correct USING WEB SUPPORT The recommended way to contact GTAC is using Web Support located at support.extremenetworks.com. You can also contact GTAC via phone or , samples of which are included in later sections. Please have your product or software Serial Number or your customer service contract Agreement Number ready for Web Support interactions. To request a login username and password via the Web Support website: 1. Go to the Support website: and select Enter Online Case Management 2. Click on Create an account 3. Fill in the information and submit the request form that is displayed. 4. If you already have an account, enter your User ID and Password to gain access to Web Support. Once you have successfully logged in to Web Support, your contract or warranty coverage determines which Self Service options are available to you. 7

8 Users with support contracts can access all Web Support areas and do the following: Create, track, update, and escalate Cases Submit an RMA Access the software download area in accordance with the products to which they are entitled under their support contract by providing the Serial Number of the product or a contract Agreement Number Access release notes Access field notices and known product defects list Warranty-only users have limited access to Web Support areas and can do the following: Open Cases and RMAs Access Software Downloads area with some limitations: Customer enters the Serial Number of the product for which they are entitled. GTAC manually delivers software to the customer, primarily on an exception basis. 8

9 Reporting Problems There are two levels of problem reporting to Extreme Networks: General questions and problem reporting Priority problem reporting (network down/impaired) GENERAL QUESTION RESOLUTION If you have a network issue you cannot resolve yourself, and it is not of a timesensitive nature, follow these guidelines to receive a quick and reliable solution. Look for documentation that addresses your basic technical, general configuration, and hardware information questions on the Extreme Networks website: If you have not found the information you need to resolve your issue, create a new Case as described in the Creating Cases (Case Management) section. A Case number will be sent to you and a Technical Support Engineer will contact you via phone or within 24 hours, seven days a week. REPORTING PRIORITY PROBLEMS BY PHONE The highest level of problem reporting into GTAC is C1 priority problem reporting. If you have a network-down or network-impaired situation, please follow these instructions Call GTAC and identify yourself. You will immediately be connected to a TSE who will open a Case and provide you with a Case number. To find the correct number to contact based on your location, Please go to extremenetworks.com/support/contact. 2. Once connected to a support engineer, explain the technical details of the issue. To help expedite the problem resolution process, have the following information available: a Relevant logs and configurations: Show version Show switch Show log Show tech-support (for an ExtremeXOS -based switch) Show support (for any EOS -based switch) top (current CPU utilization) b Current network topology c If needed, be prepared to provide remote access for a support engineer to access the switches to perform troubleshooting if possible. d Create hardware failure information request 9

10 REPORTING PRIORITY PROBLEMS BY To use for support requests, you must have a valid registered service contract. To submit a support request via 1. Compose a new with the product identifier or case number in the subject line. 2. Copy the following minimum requirements text (including brackets) into the body of the and complete the information below each header: 3. Make sure all necessary attachments are included in the , such as: Network topology (may not be required in all Cases) Any error messages, log output, detailed problem description, and troubleshooting steps attempted that can help the support engineer understand the problem. NOTE The attachment filename and path MUST NOT contain foreign (non-english) characters. 4. When you have completed assembling the necessary information, send the with attachments to GTAC at support@extremenetworks.com. 10

11 REQUESTING SERVICE ESCALATION At Extreme Networks, we pride ourselves on providing our customers with superior customer satisfaction for all your service needs. In the event you feel you are not receiving the support you require for any given issue, you can contact GTAC and ask that the Case be escalated. When a Case is initially opened, the customer can define the priority of the Case. If GTAC determines, at any given time, that the priority must be changed, the customer will be contacted. The priority ranking given to an open Case is defined in a guidelines chart in Service Level Objective. If at any time you are not satisfied with the service, request to speak with a duty manager. SERVICE LEVEL OBJECTIVE Table 1: Service Level Objective Matrix CASE PRIORITY RESPONSE TIME RESTORE TIME (SOFTWARE FIX OR WORKAROUND) UPDATE FREQUENCY C1: Customer s network segment or management application is down or experiencing a consistent, measurable performance impact with no immediate resolution available First Available Engineer Maximum 15 Minutes 4 Hours Up to 4 Hours C2: Customer s network is experiencing intermittent failure or degradation of network or management application. C3: Customer has issues that do not affect normal network or management application operation and/or questions concerning product function or use. C4: Submission of a product enhancement /new feature request 1 Hour 1 Day Daily 8 Hours 10 Days 5 Days Acknowledgement within 24 Hours N/A N/A NOTE *Status update time can be renegotiated when deemed appropriate and agreed upon by both Extreme Networks and the Customer/Partner. If you do not believe that your support issue is being addressed to meet your business needs you may escalate your request by asking for the GTAC manager on duty. Additional information on GTAC processes and procedures can be found at the Services tab from the Extreme Networks home page. Table 2: Support Communication Matrix NOTIFICATION LEVELS C1 - CRITICAL C2 HIGH PRIORITY C3 MEDIUM PRIORITY Support Engineer Immediate Immediate Immediate GTAC Manager Immediate Immediate 10 Days Director, Global Technical Services Immediate 48 Hours 10 Days Vice President, Global Technical Services Executive Management (CTO/EVP Eng) 2 Hours 72 Hours 20 Days 4 Hours None None 11

12 Requesting Feature Enhancements All feature enhancement requests are handled by the Extreme Networks sales team and planned with the product management team. If appropriate, the product management team will provide a number to the SE for tracking purposes. DOWNLOADING SOFTWARE Once you have access rights to download software, you can download directly from the Web Support website: Contracted customers will have access to updates and upgrades that are available during the period of their service contract Warranty customers should verify their warranty details by reading the information at Once a service contract has expired, customer Web Support access will change from Contracted Access to Warranty Access. For access to software not covered by an active maintenance contract or product warranty, see One-time Software Update Fee. DOWNLOADING SOFTWARE UPDATES Software downloads are available under the Downloads menu option on You have 2 options for software downloads. Depending on which software you are downloading, you will be taken to two different web pages. Downloads for BlackDiamond Series, Summit Series, E4G, ExtremeXOS and EOS Downloads for Purview, IdentiFi, NetSight, SecureStack, S/K/7100-Series, NAC, IPS/SIEM and Ridgeline 12

13 1. If you select Downloads for BlackDiamond Series, Summit Series, E4G, ExtremeXOS and EOS, please accept all export restrictions and terms on the End User License Agreement (EULA) that is displayed, then click Accept All. 2. Enter your switch s Serial Number or your Agreement Number for verification in accordance with your limited warranty or in accordance with your current maintenance support entitlement. Serial Number Format: Serial Numbers for Extreme Networks products appear as follows: xxxxx- xxxxx (example: 1234A-56789). Agreement Number: Customer contract number specified in the customer service contract. 13

14 A list of software versions you are entitled to download for that particular product according to your software license is displayed. Select the software you want to download. 1. If you select Downloads for Purview, IdentiFi, NetSight, SecureStack, S/K/7100- Series,NAC, IPS/SIEM and Ridgeline, you must further select from the software options provided: 14

15 2. Click on the software category you want to download, such as Software & Security 3. Click on one of the sub-categories: Management Software, Application Analytics, Operating System 4. Click on the Software Tab below the software description to see the various downloads available. 5. Choose the desired software and you will see the details for that download. 15

16 DOWNLOADING SECURE SHELL (SSH) SOFTWARE You must meet the requirements of a qualification process to access SSH software. NOTE If you have any questions regarding Export Restrictions, contact the Export Compliance Department: exportalert@extremenetworks.com. To download Secure Shell (SSH) software: 1. Select Downloads from the Web Support tab and select Downloads for BlackDiamond Series, Summit Series, E4G, ExtremeXOS and EOS. 2. Accept all export restrictions and terms on the EULA that is displayed, then Submit. 3. Enter your switch s Serial Number or your Agreement Number for verification in accordance with your limited warranty or in accordance with your current maintenance support entitlement. 4. Select the software you want to download. 5. Select the SSH software image you want to download. 6. Fill out your address and the last 5 digits of your primary phone number on the form that appears. 16

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18 7. Fill out the following form with your details 8. Click on Next to see the next screen that requires you to answer additional software agreement questions. Be sure to check agree to all terms questions. 18

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20 9. You will receive an with approval and the requested software, providing the form was filled out completely, within 10 minutes. 20

21 Return Material Authorization Procedure All product returns to Extreme Networks must comply with the procedures located in the Service Description Documents at: customer-care You can request an RMA using the following methods: On the web using Extreme Networks password-protected Web Support website By contacting your local Technical Assistance Center by phone NOTE You must create a Case before you can submit an RMA request. Any time a product is determined to be defective and is determined to be under either a valid service agreement, warranty, or a paid per incident service agreement, an RMA is generated. All returns must be processed using the RMA number provided. Extreme Networks reserves the right to invoice for any non-returned product at the current list price. If you are unable to return the failed unit within 10 days, contact our Asset Recovery team for an approved extension at address: ahrprogram@ extremenetworks.com. Please read the product return terms detailed in the Service Description Document corresponding to your level of service for specific details. CREATING CASES (CASE MANAGEMENT) When you click on Case Management once you are logged into the Web Support portal, you will see the following screen, which allows you to: View Case List Open a Case Submit an RMA Generate an RMA Waybill File attachments associated with your organization. 21

22 To create a Case as a registered user: 1. Select Open a Case from the Web Support website (in the right column). A new Case form is displayed. 2. Complete the mandatory fields noted with a red asterisk. 3. Enter text or select from a drop-down list for each field: 4. Submit the request. If you require an RMA, see Requesting an RMA in this document. 5. Click Help in the Web Support navigation bar if you need assistance on the following tasks: Updating an existing Case Adding an attachment to a Case Viewing all your Cases Finding solutions to your Cases Searching for a specific Case Retrieving a forgotten password 22

23 REQUESTING AN RMA ON THE WEB To submit an RMA request as a registered user: 1. From the My Case Management Web Support page, in the right column, click on Submit an RMA The New RMA Order view is displayed. Be prepared to supply the following information: Any log output or pictures that can help identify the fault, such as logs, output of sh tech, or a picture of the defect Detailed descriptions of the problem, including symptoms of the failure and steps taken to isolate the problem 2. Enter the information required on this page (indicated with an asterisk *) and then click on Add Production Information to RMA. 3. Before the RMA is submitted, an RMA confirmation page is displayed requiring your input. Review the information for accuracy and add any additional products for which you require an RMA. When you have entered all products, click on Send. An acknowledgement will be sent to you when the GTAC processes your request. This acknowledgement will contain a case number, subject, and current case status. For future correspondence regarding this technical support inquiry, please reply using the Acknowledgement or use the case number in the subject field that you receive in the Acknowledgement . Please be sure to enclose your case number in parentheses, example ( ) By submitting this RMA request with a specified Service Contract, you agree that if Extreme Networks determines that the equipment is not covered by your Extreme Networks Global Service contract, or false claims of entitlement have been made, Extreme Networks shall have the right to bill you for the full list price of the product. If you do not accept these terms, do not submit this web request. 23

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25 VIEWING YOUR CASES 1. Create and submit a Case as shown in Creating Cases. Once the Case is created, you can create and submit a corresponding RMA based on that Case. 2. From the Web Support website, choose View Case List. Your Cases are displayed. 3. Choose the Case # of the Case for which you want to create an RMA. The Case is displayed. TRACKING STATUS VIA WEB SUPPORT In Web Support, customers can check the status of Cases, RMAs, and their support contracts under the View Case List page, which includes the following Search capability. NOTE You can export into a spreadsheet a list of all of your organization s Cases along with each Case s associated serial numbers by clicking All My Organization s Cases then clicking on the Export to Excel Global Technical Assistance Center User Guide icon on the right side of the form (indicated by the yellow arrow in the diagram below). 25

26 You can search your cases based on any of the following criteria from the drop down menu: RMA REPAIR SUMMARY REPORT Customers returning product for repair will now receive a Repair Summary Report. No report will be sent if return material is not repaired, No Trouble Found (NTF), or scrapped. Unless elsewhere agreed in writing between the customer and Extreme Networks in a separate contract, this service does not include root-cause analysis, the provision of fault reports or lead-time/performance metrics. The Failure Analysis and Repair Summary Report will include one or more of the following types of information: List of testing performed Repair information Reference information that includes the status of the returned product including RMA Number, Product Number, Serial Number, and Related Case Number. If a customer s No Trouble Found (NTF) return rate exceeds 25% in a rolling 3-month period, the customer may be billed for the NTF units at the current repair and return rate, in addition to any fees within the written, fully executed agreement with Extreme Networks for such overages. UNAUTHORIZED RETURNED EQUIPMENT If any equipment arrives at Extreme Networks shipping and receiving dock with an unnumbered RMA and the equipment Serial Number cannot be verified against an existing RMA, the equipment will not be accepted and will be returned to sender. 26

27 RETURNS NOT RECEIVED Customers will be informed that they have 10 days to return goods under an RMA. This notice will be included in the confirmation of the RMA that is sent to the customer on the date of issuance. Resolution of open RMAs (material not returned) may result in one of the following: The return is received later and processed in the normal manner by the Extreme Networks RMA repair and return department. The customer decides not to return the equipment and the RMA is canceled when the customer issues a purchase order for the specified equipment. The customer claims the return was made and is able to submit proof of delivery to the Extreme Networks RMA repair and return department. SHIPPING THE EQUIPMENT (RETURNED GOODS) Returns must be sent back to the corresponding RMA Depot. Returns coming from all areas (except for locations that have a regional depot) should fill out the waybill form found at: 1. Fill out what country you are shipping from: 2. Fill out the form completely to create the waybill 27

28 Extreme Networks Regional Super Depots are in the following locations. Louisville, KY ( US) Venlo, NL (NL) Philippines (PH) NOTE Be sure to write the RMA number on all packages or your defective product may be returned to you or you may experience delays in processing of your return. 28

29 About Policies For links to information on warranty, repair and return policies, and management of Cases for customers with current service and warranty agreements, see the Support Guidelines and Policies at RETURN MATERIAL AUTHORIZATION POLICIES An RMA consists of the tracking number, and associated documentation, prepared by Extreme Networks to authorize the return of any material to an Extreme Networks RMA location. The document will be numbered automatically by the tracking system upon generation by Extreme Networks personnel, the Original Equipment Manufacturer (OEM), the customer, or the distributor. TABLE 2: SUPPORT COMMUNICATION MATRIX DESCRIPTION For a description of the Extreme Networks RMA policy including: Replacement Products RoHS Directive Compliance RMA Procedure For definitions of these policies: New Product Dead on Arrival (DOA) RMA Dead on Arrival Advance Hardware Replacement (AHR) 4-Hour Service Return and Replace Return and Repair LOCATION Go to: Go to: and SOFTWARE LICENSE NON-TRANSFERABLE POLICY All Extreme Networks product licenses and feature packs are tied to one asset only. Once the license is tied to an asset, this license is not transferable to another asset. ONE-TIME SOFTWARE UPDATE FEE A one-time software update can be purchased when a customer would like a specific version of software to which they are not entitled via their software warranty, but they do not want to purchase on-going maintenance. There is a flat fee per system based on the product family. Contact a sales representative for current pricing. ExtremeXOS and EOS Software Release Policy NOTE Schedules and release content are subject to change without notice. Refer to specific release documentation for details. Feature Releases - Contain new features, bug fixes, and major new hardware support - Example release numbering*: , , End of Engineering (EOE) 2 years after General Availability (GA) - End of Support (EOS) 3 years after GA Sustaining Releases for each Feature Release Targeted at GA+3, GA+6, GA+12 and GA+18 months Contain bug fixes and minor new hardware support Example release numbering*: , , ,

30 Patches monthly through End of Engineering Bug fixes only After last Sustaining Release on request basis only Example patch numbering*: patch1-8 Patches after End of Engineering through End of Support Limited to Priority 1 defects only On request basis only *The fourth digit of a release number (e.g., ), while present in filenames and log messages, is for internal Extreme Networks use only and does not convey any customer-relevant information. END-OF-LIFE POLICY The current end-of-life (EOL) policy is located on the Extreme Networks website on the Support Guidelines and Policies page: support/policies Phone Extreme Networks, Inc. All rights reserved. Extreme Networks and the Extreme Networks logo are trademarks or registered trademarks of Extreme Networks, Inc. in the United States and/or other countries. All other names are the property of their respective owners. For additional information on Extreme Networks Trademarks please see Specifications and product availability are subject to change without notice