Xantaro Maintenance Services & Operations. XTAC User Guide. UK Edition

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1 Xataro Maiteace Services & Operatios XTAC User Guide UK Editio

2 XTAC WORKFLOW The Xataro Techical Assistace Cetre (XTAC) is the cetral iterface for all techical questios ad topics for products ad services purchased via Xataro. XANTARO FIELD SERVICE CUSTOMER YES NETWORK DOWN OR LOSS OF MISSION CRITICAL SERVICES? NO XANTARO PROFESSIONAL SERVICES TEAM XANTARO / VENDOR LOGISTICS CUSTOMER PROBLEM REPORTING AND TICKET OPENING BY PHONE 1st LEVEL XTAC 2d LEVEL TICKET OPENING VIA XANTARO TICKET SYSTEM OR BY A SOLUTION IS AVAILABLE AND SUCCESSFULLY IMPLEMENTED TROUBLE-FREE OPERATION TICKET CLOSURE AT XTAC VENDOR TAC QUICK REFERENCE rget Problem Reportig U If you eed to report a urget failure, please cotact our XTAC o the 24x7x365 accessible phoe umber XTAC phoe umber No-urget Techical Issues If there is a techical questio or a less urget topic, a ticket ca be opeed directly olie by meas of the Xataro Ticket System at https://portal.xataro.et/support or by a to RMA Hadlig ad Customer Care XTAC supports RMA hadlig ad Customer Care. Just cotact our XTAC by a to Geeral Questios ad further Iformatio If you have geeral questios regardig your Service Cotract or require further iformatio about the XTAC, cotact your Xataro Accout Maager or sed a to

3 The XTAC User Guide provides a overview of the XTAC processes ad tools; thus providig a basis for efficiet commuicatio aroud your Service Cotract with Xataro CONTENTS IN DETAIL REPORTING AND RESOLVING PROBLEMS WITH XTAC Priority Rakig Guidelies Urget Problem Reportig No-urget techical issues ad cotact for geeral questios Iformatio to be provided whe reportig a problem Commuicatio related to problem solvig Escalatio of a problem WORKFLOW WITHIN THE XTAC Resolutio Process XTAC Egieer resposibilities Commuicatio guidelies USE OF XANTARO TICKET SYSTEM AND FTP SERVER Opeig a ticket i the Xataro Ticket System Track tickets i the Xataro Ticket System Use of Xataro FTP server RETURN MATERIALS AUTHORIZATION (RMA) PROCEDURES Delivery ad exchage of hardware Retur of the defective device Replacemet of Dead-o-Arrival (DOA) Uits APPENDIX Access credetials Xataro service portfolio About Xataro

4 REPORTING AND RESOLVING PROBLEMS WITH XTAC riority Rakig Guidelies P Upo otificatio of a problem, the priority level of the icidet is required to esure that the issue is correctly allocated. The followig priority categories are subdivided at Xataro: Priority Descriptio XTAC Resposibility 1: Critical Total loss or cotiuous istability of missio- Permaetly available ad dedicated XTAC critical fuctioality. There is a massive service resources work o the fault clearace util a ad busiess impact. solutio or workaroud has bee foud. Importat fuctios i the etwork are co- Dedicated resources work o the fault siderably impaired; the failure has extesive clearace util a solutio or a workaroud ifluece o the productio surroudigs. has bee foud from Moday through Friday There is a direct service impact or partial betwee 7 a.m. ad 7 p.m. 2: High busiess impact. 3: Medium Some fuctios i the etwork are defective; Available XTAC resources work o the fault however, these do ot have a serious iflu- clearace from Moday through Friday ece o the productio surroudigs. There betwee 7 a.m. ad 7 p.m. is a idirect service impact, but o busiess impact. 4: Low There is a equiry regardig cofiguratio, Available XTAC resources work o the fault software or a feature of a product. There is o clearace from Moday through Friday service or busiess impact. betwee 8 a.m. ad 5 p.m. Note: Please idicate the relevat failure priority whe opeig a ticket. If alteratio of the priority is ecessary i the course of the ticket process, please cotact XTAC by phoe at:

5 Urget Problem Reportig If you eed to report a urget problem (Priority 1 or 2), cotact our XTAC at the phoe umber By choosig direct cotact, udue delay betwee the reportig of a icidet ad the respose of a XTAC Support Egieer is avoided. That way you ca be sure that there is o delay betwee the otificatio of a failure ad the reactio of a XTAC Support Egieer. Durig the call, you will receive the Xataro ticket umber as the referece uder which the issue will be processed ad tracked by XTAC. The XTAC Support Egieer will ote all the ecessary details for processig the icidet durig the call. Importat: Please cotact XTAC by telephoe i cases of total etwork failure or i cases where the critical fuctios of your etwork are impaired ad the failure you are otifyig us of must be progressed immediately. No-urget techical issues ad cotact for geeral questios If there is a less urget topic (Priority 3 or 4) or a techical questio, a ticket ca be opeed directly olie by meas of the Xataro Ticket System. You ca access the Xataro ticket system through the Xataro Support Portal at: https://portal.xataro.et/support. Alteratively, you ca sed a to I this case, the ticket will be created by XTAC. Afterwards, the ticket will be actioed by a XTAC Support Egieer, who will cotact you promptly i order to coordiate the further processig. Importat: Please use the writte cotact form for cases where less importat fuctios of your etwork are impaired ad otificatio of the icidet does ot eed to be processed immediately. Iformatio to be provided whe reportig a problem I order to esure a quick fault clearace or qualified reply to a questio please provide all the relevat iformatio to our XTAC whe a ticket is created. Please also forward the iformatio i writte form via or through the Xataro ticket system eve whe a ticket is opeed by phoe. The followig cotets serve as a guide to the required iformatio: your Xataro service cotract umber the serial umber of the compoet cotaied i the service cotract the desired priority a detailed descriptio of the failure icludig prior executed cofiguratio chages system iformatio (e.g. show tech, request support-iformatio, etc.) the cofiguratio, as well as the relevat log messages at the time of failure the curret etwork topology the iformatio for the remote maiteace, if desired Importat: If you report a issue by , please submit your complete cotact data.

6 Further commuicatio required for problem solvig The XTAC Support Egieer cotacts you accordig to the priority regularly by phoe or via . A ticket update o your part may be executed by phoe, via or directly through the ticket system. Requested debug iformatio ca be trasferred as a attachmet, as a attachmet to a message i the ticket system (ecrypted) or via FTP. I parallel, you ca view the curret status ad the history of a ticket via the Xataro Support Portal. If you desire further iformatio regardig the curret status of your ticket, you may cotact XTAC by phoe or via . Whe the solutio of the ticket is to your satisfactio, the ticket is closed by mutual agreemet. To close a ticket please cotact our XTAC by phoe or via . scalatio of a Problem E The Xataro Ticket System reliably cotrols the escalatio of failures depedet o the priority. The resposible Xataro Employee escalates the problem to the ext higher level based o the followig escalatio matrix. Maagig Director Director Customer Services Service Maager PRIO 1 PRIO 2 PRIO 3 PRIO 4 8 hours 48 hours /a /a 4 hours 24 hours /a /a 1 hour 4 hours 5 days 30 days Note: If the processig of your ticket is ot accordig to your expectatios, you may escalate the ticket through your Xataro Service Maager. The related cotact iformatio ca be foud separately i your service voucher.

7 WORKFLOW WITHIN THE XTAC Resolutio Process Subsequet to the ticket opeig follows a aalysis of the problem ad the developmet of possible solutio approaches. These are reviewed with you by the XTAC Support Egieer by phoe or via . The complete process will be documeted i the Xataro ticket system. I cases where it is suspected that the failure is due to hardware or software, the respective Techical Assistace Cetre (TAC) of the maufacturer will be ivolved immediately. Hece, vedor TAC ad XTAC will work i close cooperatio with you o the failure clearace. The followig steps may be possible as part of the failure clearace process: Review of the cofiguratio ad debug iformatio Reproductio of the sceario i the Xataro Support Lab Creatio of a case i the respective vedor TAC Diagosis o the affected live system Iitiatio of the RMA process for the replacemet of defective hardware Replacemet of the defective compoet by the Xataro Field Service If o solutio is foud withi the escalatio period defied for the priority, the ticket will be escalated. I this case XTAC will allocate the ticket to a dedicated expert of Xataro s Professioal Services team who will proceed with the fault clearace. Simultaeously, the escalatio will be directed towards the vedor TAC. XTAC Egieer Resposibilities You will obtai regular ticket updates via ad/or you ca view these at the Xataro Support Portal. Thereby, you will stay iformed about the curret status throughout the etire failure clearace process. As soo as a ticket is created, the XTAC Support Egieer has the followig resposibilities: Takig owership of the ticket Iitiatio of the diagosis ad aalysis Reproductio i the Xataro Support Lab (if possible) Opeig ad trackig of cases at the vedor TAC Delivery of periodic updates regardig the status Escalatio of the ticket accordig to the priority Geeratio of a RMA as soo as this is cofirmed by the vedor TAC Ticket closure as soo as all questios have bee amicably clarified

8 Commuicatio Guidelies The followig table idicates the policy regardig the reactio time, service time ad frequecy of updates with which you will be iformed about the status of a ticket. The values are based o the curret priority of a ticket. Priority Reactio Time Service Time Update Frequecy 1: Critical withi 15 miutes 24/7 every 4 hours 2: High withi 1 hour 24/7 every busiess day 3: Medium withi 8 hours betwee 7 a.m. ad 7 p.m. every third busiess day 4: Low withi 24 hours at busiess hours oce a week Note: I order to esure the reactio time whe you have a etwork failure with the priority category 1 or 2 please cotact our XTAC by phoe at

9 USE OF XANTARO TICKET SYSTEM AND FTP SERVER Opeig a ticket i the Xataro ticket system 1. Log i to the password protected area of the Xataro Support Portal: https://portal.xataro.et/support 2. Select the lik Xataro Ticket System. 3. Select the etry form for a ew ticket by pressig the New Ticket butto. 4. Select i field To: XTAC. 5. Select a meaigful title for the ticket ad describe the problem. 6. Press the Submit butto after you have completed all further respective fields. Importat: Please esure that you have all ecessary iformatio available, before opeig a ticket. Trackig tickets via the Xataro ticket system Through the ticket system https://portal.xataro.et/support you ca obtai iformatio regardig the progress of the ticket ad various trackig fuctios at ay time: Use the My Tickets butto to view tickets that were created with your persoal accout. Use the Compay Tickets butto to view tickets that were created by other employees i your compay. Use the search fuctio ( Search butto) to start a full text search over all tickets. Fid the followig iformatio i the mai overview of your ticket: ticket ID (also lik to ticket cotet) compay ID ticket type maufacturer subject status (ext expected activity) curret priority Ower (curret XTAC Support Egieer) To view the cotets of the ticket, click o the hyperlik with the ticket umber. View the idividual updates for a ticket or make a update to a ticket. Use of Xataro FTP Server You ca use our Xataro FTP server for the exchage of large amouts of debug iformatio. It offers both FTP ad sftp services. You ca reach the FTP service at ftp://ftp.xataro.et. Importat: Please iform the XTAC Support Egieer after you have uploaded a file ad iform him/her of the exact locatio where it is stored.

10 RETURN MATERIALS AUTHORIZATION (RMA) PROCEDURES I most cases, a diagosis i cooperatio with the respective vedor TAC is ecessary. If the hardware fault is cofirmed by the maufacturer ad the RMA is iitiated, the Xataro Support Egieer registers this i the ticket system. Both, the hardware exchage process as well as the time for the Service Level Agreemet (SLA) starts. Delivery ad exchage of hardware Depedig o the agreed SLA, the hardware will be delivered by Xataro logistics or exchaged by the Xataro Field Service. Please refer to your maiteace cotract iformatio for more details. I order to facilitate quick processig, it is absolutely ecessary that our XTAC has all iformatio available that is ecessary for a delivery or a exchage of the defective compoets. Please provide the followig iformatio i advace: Complete address Cotact data of the cotact perso o site Documetatio of the access procedure Floor pla with device locatio or idicatio of buildig / floor / room / rack / height uit Importat: If the compoets are exchaged by the Xataro Field Service, the replacemet eeds to be supervised o your side. For questios regardig the curret status of a delivery or a exchage, you ca cotact the XTAC at ay time by phoe: Retur of the defective device For retur of the defective device, you will receive a RMA umber. I order to receive free processig it is importat that the defective cotract device be set to Xataro as quick as possible. You will be iformed of all ecessary details by XTAC i advace. Importat: Please oly retur the parts of the defective device for which you have received a replacemet. Oly use the packagig of the delivered replacemet for the retur shipmet (icludig the ati-static cover) so that the packagig provides sufficiet protectio agaist trasport damages. Please also ote the RMA umber clearly o the package ad the retur shipmet form. Especially i cases of shipmets across borders, the cotract device must be correctly idetified as a RMA device. Replacemet of Dead-o-Arrival (DOA) Uits New devices are described as Dead-o-Arrival (DoA) if they are delivered damaged or if they exhibit faulty hardware the first time they are tured o or immediately thereafter. Xataro will replace these compoets provided they were purchased by Xataro without additioal costs for you ad will orgaize the shipmet of a replacemet device from the maufacturer. Importat: Check ew delivered devices promptly upo receipt for damage ad fuctio.

11 APPENDIX Access Credetials You will receive the access Credetials for the Xataro Ticket System ad the FTP server whe your service cotract is created. For questios or chages of the access data, please cotact For some of the maufacturers i the Xataro product portfolio, a additioal accout for the vedor portal ca be created by Xataro. XTAC is glad to help you with this topic as well. Xataro Service Portfolio Xataro protects your ivestmet i your high performace etwork with its offer of a comprehesive service portfolio. A overview of the flexible maiteace services withi our stadardised or idividual XCare products is illustrated below. XTAC Software Update Delivery Hardware Delivery Arrival Time Vedor Hotlie oly 24/7 Support Vedor yes / o Warraty Hardware Advace Repair Service Replacemet Customer Portal SLA 5 Busiess Days 3 Busiess Days Next FSE Osite Service Busiess Day Same Day up to 4h Same Day up to 3h yes / o yes / o About Xataro Xataro is a vedor-idepedet Service Itegrator for carriers ad service providers, as well as for eterprises ad orgaisatios, whose core busiess relies o the etwork. With a comprehesive service portfolio, Xataro supports its customers i desigig, implemetig, maitaiig ad developig high-performace etworks iovatively ad ecoomically. The close co-operatio with customers ad parters, combied with the experiece of Xataro s i-house techology experts, esures a excellet uderstadig agaist the demads of complex carrier-class etworks. This expertise is cocetrated by Xataro ito the uique idea of Service Itegratio : The holistic cosideratio of a etwork from the trasport up to the applicatio layer ad the appropriate developmet ad itegratio of customised solutios based o techologies of differet etwork layers ad vedors.

12 Xataro Deutschlad Am Sadtorpark Hamburg +49 (0) Xataro UK 288 Bishopsgate Lodo, EC2M 4QP +44 (0) Xataro has bee our Maiteace Services parter for Juiper hardware for may years. The co-operatio with XTAC Xataro s Techical Assistace Ceter proves to be extremely reliable ad valuable withi day-to-day busiess. They satisfy i both, etwork kowledge ad effective commuicatio with the vedors which miimises the resolutio ad recovery times. For me, XTAC is a reliable complemet to our team. Prompt reactio, the uderstadig of issues ad busiess impacts as well as the resposible hadlig eables our employees to cocetrate o other essetial tasks such as the operatio ad cofiguratio of the Vodafoe IP etworks. Networkers are collaboratig with etworks here, ad that becomes apparet i the results. Michael Taz Head of Data Network Coectivity & Security TON, Vodafoe GmbH

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