User s Guide Support Services Ver. 1.1 May 2011
Table of Contents 1 Support Services Description... 3 Product Warranty... 3 Premium Support... 3 2 Support Resources... 4 Self-Help Support... 4 Direct Support... 4 Support Personnel... 5 3 Obtaining Support... 6 Registration... 6 Requesting Support... 6 4 Support Process... 7 Service Levels... 7 Priority Levels... 8 Support Work Flow... 9 Escalations... 10 RMA Process... 10 5 Terms and Conditions... 12 General... 12 Product Warranty... 12 Premium Support... 13 Rev 1.1 2
1 Support Services Description Xirrus provides a comprehensive set of world-class Support services for customers to maximize their investment and ensure the successful, ongoing operation of a Xirrus wireless network. These services include both Warranty and Support services designed to meet the needs of customers around the world and around the clock. The following chart summarizes Xirrus Product Warranty and Premium Support services: Product Warranty New Xirrus Wi-Fi Arrays ship from the factory with a 5 year hardware and 90 day software Product Warranty. All other products ship with a 1 year Hardware and 90 day Software Product Warranty as applicable. Product Warranty entitles customers to: E-mail and phone support Limited access to the Xirrus Customer Support Center (http://support.xirrus.com) Software bug fixes Repair of defective hardware through return to the factory Software Product Warranty covers maintenance releases which provide software bug fixes only. Xirrus utilizes a major.minor.patch-build software nomenclature. Product Warranty covers releases which increment the patchbuild portion of the build name only. Hardware Product Warranty covers the repair of defective product by returning the product to the factory. Turnaround time for repair is a maximum of 15 business days. Product Warranty period becomes effective at the time of product shipment and is free of charge. Premium Support Beyond Product Warranty, Xirrus Premium Support provides additional services for supporting the ongoing operation of the Xirrus network for years to come. Premium Support can be purchased in 1, 3 and 5 year increments. The services provided include those in Warranty coverage, plus: High priority response support (precedence given over Warranty cases) Full access to the Xirrus Customer Support Center (http://support.xirrus.com) Software upgrades Next business day advanced hardware replacement (USA/Canada) Software Premium Support covers upgrades to all new software releases that increment any of all four elements in the major.minor.patch-build software naming scheme. Software Premium Support is available for all Xirrus Array products as well as the XMS and related applications. Rev 1.1 3
Hardware Premium Support covers the repair of defective product by advanced replacement by next business day (USA/Canada) if the request is received by the appropriate time the prior day. See the Terms and Conditions section for more details. Hardware Premium Support is available for all Xirrus Array products as well as a set of additional hardware products (see table above). 2 Support Resources Xirrus Customer Support is available on-line via self-help resources plus via a team of engineers deployed around the world. Together these resources provide 24x7x365 assistance for solving issues ranging from simple to complex. Self-Help Support Self-help support is available 24 hours a day, 7 days a week, 365 days a year via the Customer Support portal at http://support.xirrus.com. The portal provides several means for obtaining quick and easy problem resolution: Knowledge Base Extensive set of solutions to common problems, presented in a Question/Answer format Content/Downloads Software releases, release notes, and other technical documents Ticketing System On-line system for submission and tracking of problem tickets In addition, Xirrus offers an extensive set of documents, information and free software tools available to everyone: Xirrus Library: Guides, Application Notes, Tutorials, Test Plans, Test Reports, White Papers, etc. at http://www.xirrus.com/library/ Xirrus Tools: Free downloadable Wi-Fi tools for troubleshooting and monitoring Wi-Fi networks at http://www.xirrus.com/library/wifitools.php Access to the self-help resources on the Customer Support portal are governed by the Service Level Agreement (SLA) status of the user. Customers with Premium Support have access to all software and services available on the portal. Customer s without Premium Support but covered by Warranty have access to a more limited set of resources. Direct Support Xirrus Customer Support personnel are available 24 hours a day, 7 days a week and can be contacted via the following means: Email: support@xirrus.com Chat: Available Monday Friday via the Customer Support portal at http://support.xirrus.com Phone: United States and Canada: +1.800.947.7871 (US Toll Free), +1.805.262.1600 (Direct) Europe, Middle East, and Africa: +44.20.3239.8644 Asia and Oceania: +61.2.8006.0622 Latin, Central, and South America: +1.805.262.1600 Rev 1.1 4
Support Personnel The Xirrus Customer Support team consists of a number of engineering personnel working together to provide support services for quickly answering questions and resolving product and network issues. All Xirrus Customer Support engineers are highly qualified and hold network industry certifications. Xirrus operates two Customer Support Centers one in California, USA and one in the United Kingdom which provide live 24x7 support via phone, e-mail, chat, and online ticketing handling. In addition, a team of application engineers distributed throughout the world provide field escalation support. These resources are applied to customer situations which require on-site support when the issue cannot otherwise be addressed remotely. United Kingdom California Customer Support Centers Field Escalation Engineers A Xirrus Customer Support engineer has the following responsibilities: Process and help resolve technical support requests Provide periodic updates on problem status Escalation of issues following escalation protocol Support account registration Product licensing assistance RMA (Return Merchandise Authorization) verification and processing Customer Support engineers function at three different levels: Level 1 Support Engineer Engineer trained in networking and Xirrus products Level 2 Support Engineer More experienced engineer with troubleshooting and analysis skills Level 3 Escalation Engineer Senior technical engineer with many years of networking and field experience Rev 1.1 5
3 Obtaining Support Xirrus provides a variety of Support services depending on the type of product and service purchased. Services are available both directly via Customer Support representatives and through self-help on-line resources. New customers are recommended to register on the Xirrus Customer Support portal prior to accessing Support. For on-line support services, registration on the Support portal is required. Registration New Xirrus customers must register on the Customer Support portal to gain access to most technical documentation and software downloads. The level of access granted depends on the level of Support coverage that has been purchased. After purchasing Xirrus products, register for a Support account by selecting the Apply button on http://support.xirrus.com. This will direct you to a form to complete, including Name, Company, and Contact information. Once the request has been confirmed, an email will be sent confirming your login and password. The level of access granted depends on the level of Support covering the customer s products. Warranty coverage allows access to the Knowledge Base and some Content. Premium Support adds access to all Content and software downloads. Requesting Support When requesting Support from Xirrus, it is recommended to take the following steps in order: Self-Help Support For many issues, the self-help on-line resources at http://support.xirrus.com may be used to solve problems. The Knowledge Base contains an extensive list of common configuration issues and troubleshooting techniques. The Content and Library sections contain a number of technical documents and guides covering Xirrus products. Collect Product Info Obtain the following information about the issue and product(s) as applicable prior to contacting Support: 1. Product Model Number 2. Product Serial Number 3. Current Software Version 4. Detailed description of problem 5. Severity of the issue based on current impact on your network (Critical, High, Medium, Low) 6. Diagnostics Log from Array(s) if applicable a. These logs are accessible via the XMS, Web Management Interface, or Command Line Interface Direct Support If self-help resources do not help address the issue, contact Xirrus Customer Support representatives using one of the following methods. Have the product information listed above readily available. See the Support Resources section in this guide for contact information details. Phone Available 24x7 If an engineer is not immediately available to assist, calls will be returned within 2 hours E-mail Rev 1.1 6
Available 24x7 E-mails will be answered in no more than 12 hours Chat Available 24x5 (Monday Friday) Self-ticket creation Available 24x7 New tickets will be responded to in no more than 12 hours In most cases, contacting Support will result in the creation of a ticket with an associated ticket number that will be used for tracking and managing the case. Customers can create tickets directly using the on-line ticketing system on the Customer Support portal and can track the status of their cases ongoing. 4 Support Process Service Levels Xirrus provides three levels of Support service designed to provide an escalation path for issues of varying complexity. These three levels function in the following manner: Level 1 Support Receives initial support requests Addresses basic issues, product usage questions, and product licensing Processes the majority of cases in a timely manner Level 2 Support Receives escalated cases from Level 1 engineers as well as directly from more advanced customers and partners Works more complicated wireless and networking issues Level 3 Support Receives escalated cases from Level 2 engineers Uses more advanced troubleshooting and analysis skills to duplicate and resolve issues, including potentially visiting the customer site Rev 1.1 7
Priority Levels Xirrus classifies cases into four priority levels. The priority levels dictate the type and amount of resources applied to the case. Priority Description Examples Responsibilities Critical Extreme impact to customer business operations Issues adversely affecting operation of entire network or multiple Arrays simultaneously Inability to utilize a product function relied upon for missioncritical operation Xirrus: Resources applied 24x7 to issue until resolution or workaround is applied. Customer: Resources available 24x7 to assist working the issue. If customer is not available, priority is lowered. High Medium Low Significant impact to customer business operations Minimal impact to customer business operations No impact to customer business operations Consistent client disconnects Consistent roaming problems Coverage problems impacting normal operations On site assistance requests Severe performance degradation Systems reboot sporadically Software upgrade issues Sporadic client disconnects Product functionality not working properly with impact on operations Time sensitive questions or information requests Coverage problems intermittently impacting operations Urgent RMAs Urgent license requests Questions on features or configuration Non-urgent RMAs Non-urgent license requests Cosmetic issues Reporting or statistics issues Xirrus: Resources applied during local business hours to the issue until resolution or workaround is applied. Customer: Resources available during local business hours to assist working the issue. Xirrus: Resources applied during local business hours to the issue until resolution or workaround is applied. Customer: Resources available during local business hours to assist working the issue. Xirrus: Resources applied during local business hours to the issue until resolution or workaround is applied. Customer: Resources available during local business hours to assist working the issue. Rev 1.1 8
Support Work Flow Xirrus makes Level 1-3 Support available directly to end users. Channel partners with appropriately trained personnel may alternatively provide Level 1-2 Support and escalate Level 3 cases to Xirrus. The following diagrams depict the general work flow for Support delivered direct to the end user and via channel partners. End User Support Xirrus Customer Request Support Level 1-3 Support Channel Partner Support Xirrus Distributor Reseller Customer Request Support Level 1 / 2 Support Escalate Support Level 2 / 3 Support Level 2 / 3 Support Rev 1.1 9
Escalations When issues cannot be solved in a timely manner upon initial contact with Xirrus Support, a process is defined to escalate them to be worked by more senior personnel. The following flow chart depicts the escalation process from initial contact through resolution. If you feel acceptable progress is not being made on a particular case, please contact Xirrus Support and ask for the Support Manager on duty. RMA Process When Xirrus Customer Support determines a Xirrus product is defective and is covered under a valid Premium Support or Warranty agreement, an RMA will be issued to repair and/or replace the product. There are two types of RMAs depending on the level of coverage. The process for issuing and executing RMAs is described in the following sections. Rev 1.1 10
Advanced Replacement RMA Advanced Replacement RMAs are executed when the affected product is under Hardware Premium Support. The process for executing an Advanced Replacement RMA is as follows: 1. End User/Partner contacts Xirrus Customer Support and a ticket is opened. 2. If Customer Support deems it necessary to RMA the product, the ticket is converted to an RMA. 3. Customer Support notifies Xirrus Operations that an RMA has been granted and an RMA number is assigned to the ticket. 4. End User/Partner is notified in the ticket via email that an Advanced Replacement RMA has been granted. 5. The replacement product is shipped for Next Day delivery in the USA and Canada. International shipments may take up to 3 days for shipping time, depending on location. 6. End User/Partner returns the defective product in the packaging in which the replacement product was shipped. If you do not have appropriate packaging, contact Xirrus Customer Support. A pre-paid shipping label is included (US customers only) in the Advanced Replacement shipment to return the defective product. 7. Xirrus expects to receive the RMA d product back within 10 business days, otherwise the customer will be charged for the product. 8. When the defective product is received by Xirrus, it is checked in and delivered to Xirrus Operations for failure analysis. 9. Xirrus Customer Support will receive a Failure Analysis report from Xirrus Operations if applicable and close the ticket. Return and Repair RMA Return and Repair RMAs are executed when the affected product is under Hardware Product Warranty. The process for executing a Repair and Return RMA is as follows: 1. End User/Partner contacts customer Support and a ticket is opened. 2. If Customer Support deems it necessary to RMA the product, the ticket is converted to an RMA. 3. Customer Support notifies Xirrus Operations that an RMA has been granted and an RMA number is assigned to the ticket. 4. End User/Partner is notified in the ticket via email that an RMA has been granted and to ship the product at their expense to: Xirrus, Inc. 2101 Corporate Center Drive Thousand Oaks, CA 91320-1417 5. End User/Partner returns the RMA product in its original packaging or appropriately packed. If appropriate packaging is not available, contact Xirrus Customer Support. 6. End User/Partner places the RMA number and/or Ticket number prominently on the box. 7. When the defective product is received by Xirrus, it is checked in and delivered to Xirrus Operations for failure analysis and repair. Rev 1.1 11
8. Once the product is repaired, it will be returned to End User/Partner s attention via 3 day shipping at Xirrus expense. The product will have a default configuration when shipped and is delivered in new Xirrus packaging. 9. The period from the receipt of product to the return of product shall not exceed 15 days. 10. Xirrus Customer Support will receive a Failure Analysis report from Xirrus Operations if applicable and close the ticket. 5 Terms and Conditions This chapter summarizes the terms and conditions of Xirrus Warranty and Support. General Products covered by Product Warranty or Premium Support are identified as such by product serial number If Xirrus Support is purchased for a particular product category (e.g. XS, XM, XP, XA, etc.), it must be purchased for ALL units within that category for a given purchase. If Xirrus Support is not purchased at the time of initial product order, retroactive enrollment is available. Contact salesopssupportquotegroup@xirrus.com for more information. For additional details on the terms and conditions of the Xirrus Warranty and Support programs, see the agreements linked to on the Xirrus Customer Support portal at http://support.xirrus.com under Warranty and Support. Product Warranty Free with purchase of every Xirrus product Coverage period commences 7 days following time of product shipment from the factory in the case of fulfillment direct or through a Xirrus Reseller, or 30 days in the case of fulfillment through a Xirrus Distributor. Includes standard priority response phone/e-mail support Includes limited access to Xirrus Customer Support Center (http://support.xirrus.com) Software Coverage Covers 90 days on all Xirrus software products Covers software updates which increment the major.minor elements of the Xirrus major.minor.patch-build software release nomenclature. Hardware Coverage New XN and XS Arrays: 5 years (hardware only) All Other Hardware: 1 year Covers return/replace of defective product 15 day maximum product turnaround with 3 day shipping If an Array is not under Hardware Warranty or Premium Support, it can be repaired for a onetime fee. Contact Xirrus Support at support@xirrus.com for more information. Rev 1.1 12
Premium Support Available for purchase in 1, 3, or 5 year increments Coverage period commences 7 days following time of product shipment from the factory in the case of fulfillment direct or through a Xirrus Reseller, or 30 days in the case of fulfillment through a Xirrus Distributor. Includes high priority response phone/e-mail support available 24x7. Priority is given to Premium Support cases over Warranty cases, with ticket priority level used to further distinguish precedence. Includes full access to Xirrus Customer Support Center (http://support.xirrus.com) Software Coverage Covers all software upgrades which increment any of the four elements of the Xirrus major.minor.patch-build software release nomenclature For customers not under Xirrus Support, a custom site-wide ArrayOS upgrade option is available Coverage is only provided for products that contain the current or immediately preceding version of software. Hardware Coverage Available for all Arrays, XP8-MSI-xx, XP2-MSI-xx, XM-33x0-xx appliances, and XE-4000 (electronics only). Premium Support cannot be purchased for XP1 (1 port injectors), however these injectors are covered for Advanced Replacement when the associated Array is under Premium Hardware Support. Multi-port injectors required their own Premium Support to be purchased. Covers advanced replacement of defective product shipped to arrive next business day in USA/Canada if request is received prior to 2PM Xirrus local time. International shipments may take up to 3 days for shipping time, depending on location. Defective product must be returned to Xirrus within 10 business days after receipt of the replacement unit, else the customer will be charged for the unit. If an Array is not under Product Warranty or Premium Support, it can be repaired for a one-time fee. Contact Xirrus Support at support@xirrus.com for more information. Rev 1.1 13