Service and Support Reference Guide
Page Section 4 1.0 Introduction Table of Contents 6 2.0 Software-Service Helpdesk for Technical Queries of Priority Major, Medium and Trouble Resolution Tickets of Priority Major, Medium, Minor 8 3.0 Software-Service Helpdesk 24/7 (Emergency Tickets of Priority Critical) 9 4.0 Hardware-Service Helpdesk 10 5.0 Remedy Web-portal 12 6.0 Remote Access Service (RAS) 12 7.0 License Key Generation 16 8.0 Download Product Documentation 20 9.0 Download Product Software 20 9.1 Downloading Software for Network Elements 21 9.2 Downloading Software for Network Management 22 10.0 Software and Technical Document Notification 23 11.0 Product Training 23 12.0 Issue Escalation
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: http://corp-midtier.adtran.com/case.asp. 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 +44 203 3240317 for assistance. Customers may also open tickets at contact-centre@adtran.com and using an Excel template (see screenshot below). For details on the ticket flow, please refer to page 8. 4 www.adtran.com
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 +44 203 3240317 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 email 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 www.adtran.com and how to navigate to the BBA product documentation is described in detail on pages 16-19. Download Product Software Product software is available on ADTRAN s Support homepage. The process to register for an account on www.adtran.com 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 20-21. 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 23. www.adtran.com 5
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: http://corp-midtier.adtran.com/case.asp ADTRAN Technical Support Remedy Tool 1. Create ticket via Web-IF http://corp-midtier.adtran.com/case.asp (no file-attachments can be processed at this stage) 2. Ticket creation confirmed by Web Request ID: WEBXXXXXXXXXXXXXX on the screen 4. Email replies may contain file-attachment (trouble shooting symptom files/ screenshots etc) 3. Remedy replies case no: RQSTxxxxxxxxxxx by Email to Customer Customer 6 www.adtran.com
ADTRAN Contact Centre The ADTRAN Contact Centre is available for all customers and can provide assistance creating tickets for ADTRAN BBA products. Please dial +44 203 3240317 for assistance. Customers may also open tickets at contact-centre@adtran.com. 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 Email to Customer ADTRAN Contact Centre 1. Phone call +44 203 3240317 or Email 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. Email replies may contain file-attachment (trouble shooting symptom files/ screenshots etc) Customer You can download the latest version of this Excel Template at http://www.adtran.com/web/page/portal/adtran/waverunner_page_support_bbaproducts Click on Excel template to fill out the trouble ticket information. www.adtran.com 7
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 +44 203 3240317 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-Email Caller-Phone Country Customer-Name Product-Name Short description/ title 6. Remedy instantly replies case no: RQSTxxxxxxxxxxx by Email to Customer 5. Phone call for technical clarification ADTRAN Contact Centre 1. Phone call +44 203 3240317 3. Provide Web Request ID: WEBXXXXXXXXXXXXXX to customer as first reference 7. Email replies may contain file-attachment (trouble shooting symptom files/ screenshots etc) Customer 8 www.adtran.com
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 email to BBArepair@adtran.com. 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 Email 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 www.adtran.com 9
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 www.adtran.com, if you haven t already done so. Click on the register button on the top right of the www.adtran.com home page and register with your corporate email address. Fill out your contact information. A temporary password will be emailed to you. You will be asked to change your password the first time that you log in. Once you have logged in to your www.adtran.com 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 email 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 www.adtran.com
To update the case or contact the person assigned to it, please use the email link in the Problem/ Solution Information section. www.adtran.com 11
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 email. All previously shipped LIMES-generated license keys will remain valid. (There will be no replacement required for previously deployed licenses). 12 www.adtran.com 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 2.0.17 or higher). The LA 2.0.17 or higher is included in the following ACI OEM installers: l for ACI-E 5.5/EM-GX 3.8M included in OEM installer 2.4.24 or higher. l for ACI-E 5.0/EM-GX 2.8/2.8M included in OEM installer 2.3.51 or higher.
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 2.3.51 or higher) or n ACI-E OEM 2.4 installer (for EM-GX 3.8M version OEM 2.4.24 or higher) and n tick the License Server to be repaired 2. Register an account n To access software on www.adtran.com, you must first register for an account. n Click on the register button on the top right of the www.adtran.com home page, and register with your corporate email address. Fill out your contact information. A temporary password will be emailed to you. You will be asked to change your password the first time that you log in. www.adtran.com 13
3. Register the ACI-E product. n The ACI-E administrator must send an email 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: https://www.adtran.com/web/page/ 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 email). 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: https://www.adtran.com/web/page/ portal/adtran/wp_registeraproduct 14 www.adtran.com
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 email 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 email 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. www.adtran.com 15
8.0 Download Product Documentation To access documents on ADTRAN s Support Community, you must first register for an account on www.adtran.com, if you haven t already done so. Click on the register button on the top right of the www.adtran.com home page and register with your corporate email address. Fill out your contact information. A temporary password will be emailed 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 www.adtran.com to access documents. Once you have logged in to your www.adtran.com 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 https://supportforums.adtran.com/videos/1048 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 www.adtran.com
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: www.adtran.com 17
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 www.adtran.com
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 email of any posts made to this page (new documents/zip files, etc.). www.adtran.com 19
9.0 Download Product Software To access software on www.adtran.com, you must first register for an account. Click on the register button on the top right of the www.adtran.com home page, and register with your corporate email address. Fill out your contact information. A temporary password will be emailed 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 www.adtran.com 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 email 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 www.adtran.com
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. www.adtran.com 21
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 www.adtran.com, 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 email 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 email 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 email. 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 email 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 email notifications, go back to the appropriate Software or Technical Documents page and click the Stop Email notifications link. For more information, visit this link https://supportforums.adtran.com/docs/doc-5849 to view a short video detailing software notification subscriptions. 22 www.adtran.com
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: http://www.adtran.com/web/page/portal/adtran/wp_training_adtranuniversity 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: email: guido.brinkmann@adtran.com or phone: +491704537680. 12.0 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 email: Janne.Kettunen@adtran.com Phone: +4915155154269 Technical Support ADTRAN email: Joerg.Boese@adtran.com Phone: +4916090794877 Operations/HW-Services ADTRAN email: Holger.Maechtel@adtran.com Phone: +4917662167887 You can download the latest version of this Reference Guide at http://www.adtran.com/web/page/portal/adtran/ waverunner_page_support_bbaproducts Click on View the Service and Support Guide. www.adtran.com 23
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.