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RESOURCE GUIDETAC USER GUIDERESOURCE GUIDEFOUNDATION CARE FOR ARUBATAC USER GUIDEMARCH 2020This document is intended for Foundation Care for Aruba customers.Aruba partners in the Partner Branded Support (PBS) program should refer to the PBS OperationsGuide located on the Partner Ready for Networking Portal.
RESOURCE GUIDETAC USER GUIDETABLE OF CONTENTS1QUICK REFERENCE GUIDE FOR OPENING A CASE . 32QUICK REFERENCE KEY CONTACTS. 42.12.22.32.43GETTING STARTED WITH ARUBA . 43.13.23.33.44ARUBA TECHNICAL ASSISTANCE CENTER (TAC) . 4SEVERITY 1 (NETWORK DOWN) OR SEVERITY 2 . 4ARUBA INSIDE SALES OR REGIONAL ARUBA PARTNER . 4ESCALATION OF CASE REQUESTS . 4CREATE YOUR ASP ACCOUNT . 4CONFIRM YOUR PRODUCTS HAVE BEEN REGISTERED WITH ARUBA. 4SOFTWARE LICENSE ACTIVATION . 5FOUNDATION CARE AND WARRANTY ENTITLEMENTS . 5ARUBA CUSTOMER SERVICE TEAM . 54.1ARUBA SUPPORT PORTAL . 54.2WELCOME CENTER. 54.2.1 Welcome Center Contact Information . 54.3GLOBAL ARUBA TECHNICAL ASSISTANCE CENTER (TAC) . 54.3.1 Global Solution Center . 54.3.2 Engineering Resolution Team . 64.3.3 Aruba Customer Engineering Team . 64.3.4 Global Logistics . 65HOW TO WORK WITH THE ARUBA TAC . 65.1ENTITLEMENT VERIFICATION . 65.2ARUBA TAC HOURS OF OPERATION . 65.3TELEPHONE SUPPORT . 65.4TECHNICAL CASE REQUEST MANAGEMENT . 65.4.1 Case Request Details. 65.4.2 Defining the Problem . 65.4.3 Problem Symptoms . 75.4.4 Problem details . 75.5ARUBA TAC ENGINEERS' RESPONSIBILITIES . 75.6CUSTOMER COMMUNICATION GUIDELINES . 75.6.1 Table 1: Response and Communication Guidelines. 76ARUBA CASE REQUEST GUIDELINES AND PROCESS . 76.16.26.36.46.56.66.76.87GENERAL QUESTIONS AND PROBLEMS . 7NON-URGENT TECHNICAL CASE REQUESTS . 8NETWORK DOWN OR NETWORK IMPAIRED SITUATION . 8ESCALATION OF CASE REQUESTS . 8PRODUCT DEFECT (BUG) REPORTING PROCESS . 8FEATURE ENHANCEMENT REQUESTS . 8RESOLUTION PROCESS . 8REPORTING SECURITY VULNERABILITIES. 9RETURN MATERIALS AUTHORIZATION PROCESS . 97.17.2SHIPPING . 9PRODUCT REGISTRATION . 98APPENDIX A: CASE SEVERITY GUIDELINES AND INITIAL RESPONSE GOALS . 109APPENDIX B: FOUNDATION CARE SUPPORT OFFERINGS . 1110APPENDIX C: ARUBA PRODUCT WARRANTY . 1210.1ARUBA AND HPE RETURN TO SUPPORT FEE . 122
RESOURCE GUIDETAC USER GUIDETo ensure that you receive the best customer experience, Aruba, a Hewlett Packard Enterprise Company, have developed this referencedocument: Foundation Care for Aruba TAC User Guide: Getting Started. This document is to be used as a guideline only and is subjectto change. Consult the Aruba company website at https://www.arubanetworks.com/support-services/ for the latest copy of this document.CUSTOMERQUICK REFERENCE GUIDE FOR OPENING A CASETECHNICAL SUPPORT /RMA INQUIRYARUBA TACARUBAWELCOME CENTERCASEESCALATIONREQUIRED?SEND CSATSURVEYNOPROVIDE WORK-AROUND,PERMANENT FIX, OR RMAOBTAIN CUSTOMERCONSENT TO CLOSECASEREQUESTED INFORMATION:PRODUCT SERIAL NUMBERLICENSE INSTALLEDSOFTWARE VERSIONPROBLEM DESCRIPTIONSYSTEM, EVENT & AUDIT LOG FILES(Upon request)6. CORE FILES (if they exist)7. WHAT STEPS HAVE BEEN MADE TOREPRODUCE THE ISSUE?(provide step-by-step details)1.2.3.4.5.800-943-4526 USA408-754-1200 INT’Lasp.arubanetworks.comVALIDATION:S-1 OR S-2 IN APRODUCTIONENVIRONMENTRESOLUTIONPROVIDEDYESARUBA R&DCUSTOMER / PARTNER-TO-ARUBA CASE RESOLUTION FLOW1CASE PROGRESSINGARUBA TAC ENGAGES R&D AS REQUIRED.SOLUTION,TEMPORARYWORK-AROUND PROVIDED(LOWER-PRIORITY)NOSW HOT FIX PREPAREDAND VALIDATED3
RESOURCE GUIDETAC USER GUIDE2QUICK REFERENCE KEY CONTACTS3GETTING STARTED WITH ARUBASee Section 6 for additional details for key contacts.To expedite your case resolution time and assistance from our2.1following actions are completed as part of your productAruba Technical Assistance Center (TAC) North America: 1-800-WiFiLAN (1-800-943-4526) International: 1-408-754-12003.1 Universal International Freephone Numbers (UIFN)To create your ASP account, go toand toll numbers for international support on allhttps://asp.arubanetworks.com/. Ensure each of your seniorproducts can be found attechnical members, has an active login within the contact-support/2.2Aruba Technical Assistance Center (TAC), make sure theSeverity 1 (Network Down) or Severity 2If you are experiencing a Severity 1 network down situation orSeverity 2, call the Technical Assistance Center at 1-800-purchasing process.Create your ASP accountFor a detailed demo on how to create your ASP account, n. It may take upto one business day to finalize the creation of your new ASPaccount. Note: You may use your current HPE Passportcredentials for the MyNetworking portal to log into the ArubaWiFiLAN (1-800-943-4526) or International: 1-408-754-Support Portal.1200. If outside the U.S. or Canada, use a country number listedOur ASP provides you with the following capabilities. Seehere: tactsupport/Section 4.1 below for details. Online case management Request return materials authorizations (RMAs) Access to software, bug fixesus-form/ or via phone: Access to product documentation 1-844-473-2782. Access to our knowledge base and online Airheads2.3Aruba Inside Sales or Regional Aruba PartnerYou may reach the Aruba inside sales team s/contact-CommunityTo find an Aruba Partner, .html Aruba Solution Exchange for configuration assistance2.4 Licensing informationEscalation of Case RequestsCustomers who have an active Foundation Care contract, andhave concerns on resolution, product performance, defectivepart replacement delivery, and/or a technical issue not resolvedin a reasonable timeframe with their existing service case, cansend an escalation request to aruba-escalations@hpe.com, viathe Aruba Support Portal (ASP) case manager system, or bytelephoning the Aruba TAC.Escalate via the case owner.Customers who do not have an active Foundation Care contractwill not receive priority or escalation entitlements.3.2Confirm your products have been registered withArubaAs a part of your Foundation Care contract, it is required thatyour Aruba partner registers your product serial number(s) andthat the installation location is provided to Aruba. Confirm withyour Aruba Partner that they have registered your Aruba SAID#in our system, as required per our purchase order processrequirements.Note: If we do not have an active Foundation Care contractregistered in our system, you will receive assistance underyour product warranty entitlement if applicable. SeeAppendix C for details.4
RESOURCE GUIDETAC USER GUIDE3.3Software License l session/new.Self-service license creation using your Certificate is availableIf you have issues onboarding or registering, email asp-at the Aruba Support Portal https://lms.arubanetworks.com/.access@hpe.com.See Section 4.1 to set up access to the Aruba Support Portal.Visit https://asp.arubanetworks.com/more-information for a3.4Foundation Care and Warranty Entitlementsdetailed demo on how to onboard to ASP, navigate around ASP,Under Aruba product warranty, the Aruba Technical Assistanceand to use the case management portal.Center will only provide assistance to ensure the product isNote: You may use your current HPE Passport credentials forwithin conformance of the product specifications. In addition,the MyNetworking portal to log into the Aruba Support Portal.the TAC will not provide priority assistance and is availablewithin a limited number of business hours. To check yourwarranty entitlement, te: If you require technical assistance with productconfiguration, setup, interoperability and problemresolution with 24x7 availability, ensure an activeFoundation Care contract is on all your products.4.2Welcome CenterThe Aruba Welcome Center is a help desk, which is available24x7x365 and is your first point-of-contact with ArubaTechnical Assistance Center (TAC). They assist all customers,including but not limited to: Entitlement of technical support requests (warranty orFoundation Care) Open/Update a caseSee Appendix B and Appendix C for more details. ASP account4 Product registration in ASPARUBA CUSTOMER SERVICE TEAMThe Aruba Customer Service Team consists of a number ofgroups and tools within Aruba, all working together to quicklyanswer questions and resolve network issues.4.1Aruba Support PortalFor quick and easy problem resolution, Aruba has designed astate-of-the-art online self-service portal called the ASP thatprovides you with the following features: Airheads Community: Provides you with our state-of-theart knowledge base (KB), where you can join a License issues and questions Downloading software within the ASP License key management Warranty and contract questions and issues4.2.1 Case Manager via ASP: Open/View Case North America: 1-800-WiFiLAN (1-800-943-4526) International: 1-408-754-1200 Universal International Freephone Numbers (UIFN) andtoll numbers for international support on all products cancommunity of network professionals and discuss issues,be found at https://www.arubanetworks.com/support-ideas, and tips. Or access the interactive Learning Portalservices/contact-support/where you can access documents and videos for your areasof interest. You can also upload your own videos orcontent here. The latest software updates and complete productdocumentation: https://asp.arubanetworks.com/downloads. Complete online case (support request) management viathe ASP case .ping?PartnerSpId https://hp--community.force.com/customerportal. Our Innovation Zone allows you to provide ideas forproduct as well as product documentation.Welcome Center Contact Information4.3Global Aruba Technical Assistance Center (TAC)The Aruba TAC is primarily responsible for problem resolutionfor Aruba customers and partners. Globally, the Aruba TAC hasover 30 locations worldwide. It consists of Aruba TACengineers who provide both initial and escalation support forAruba products.4.3.1Global Solution CenterAruba TAC engineers are product specialists who can resolve90% of the cases in Aruba TAC. They provide our Foundation5
RESOURCE GUIDETAC USER GUIDECare customers with product configuration, interoperability, andconformance of product specifications and RMA processing. Ifproblem resolution with 24x7 availability and priorityyou require assistance with product configuration, setup,assistance.interoperability and problem resolution with 24x7 availability,4.3.2Engineering Resolution TeamThe Engineering Resolution Team is our global escalation teamand handles all escalated cases 24x7 and helps to resolve theensure you have an active Foundation Care support contract foryour product.For warranty details, visit, https://www.arubanetworks.com/en-remaining 10% of the cases. This team has direct / and Appendix C.with our Aruba Customer Engineering and R&D teams to5.3ensure case resolution.You can open a case with Aruba TAC via Case Manager in ASP4.3.3(non-critical) or telephone for critical issues.Aruba Customer Engineering TeamThe Aruba Customer Engineering Team comprises experienced Telephone SupportCase Manager via ASP: Open/View Casenetworking, radio frequency, and security engineers. If Aruba North America: 1-800-WiFiLAN (1-800-943-4526)TAC determines that someone from the Aruba Customer International: 1-408-754-1200Engineering Team is required to resolve an issue, the TAC will Universal International Freephone Numbers (UIFN) andtoll numbers for international support on all products candispatch and coordinate the assistance for you.4.3.4If the Aruba TAC engineers determine that your product isdefective, a RMA is issued. The Aruba TAC engineers or otherAruba resource will begin the RMA process on your behalf. Seecomplete details about the RMA process in Section 5.55.1be found at https://www.arubanetworks.com/support-Global LogisticsHOW TO WORK WITH THE ARUBA TACEntitlement VerificationIn order to receive assistance from the Aruba TAC, yourproduct must be covered under a Foundation Care contract or bywarranty. The Welcome Center will verify your entitlementwhen you phone into the Aruba TAC. See Section 4.2.If your Aruba product is not covered under a Foundation Caresupport contract and you would like to learn about our servicesand their benefits, contact your Aruba Partner or your Arubainside sales team at:services/contact-support/5.4Technical Case Request ManagementTo ensure you receive the best and most efficient assistancefrom our Aruba TAC engineers, provide as much detail aspossible when opening a support case via ASP or telephoninginto the TAC.5.4.1Case Request Details Customer name and location Problem definition; make this as detailed and specific aspossible Serial number of the device(s) in question Software version running on the device(s) in question Model name of the device(s) in question IP address ontact-us/contact-5.4.2us-form/ or 1-844-473-2782.Be prepared to define the problem and provide the followingTo find an Aruba Partner, .html5.2Aruba TAC Hours of OperationThe Aruba TAC provides assistance 24x7x365 basis and willprovide service based on your Foundation Care support level.See Appendix B for the Foundation Care offerings.For customers receiving assistance from Aruba TAC under theDefining the Probleminformation: Severity 1—Critical: Severe impact to business operations Severity 2—High: High impact with disruption tooperations Severity 3—Minor: Medium to low impact to normalbusiness operations Severity 4—Informational: Minor problems, request forinformation, and suchproduct warranty, our Aruba TAC engineers will provide6
RESOURCE GUIDETAC USER GUIDE5.4.3 Problem SymptomsWhen the behavior was first observed and what, ifanything, has changed in the environment. For example:“The device shows critical status for the last 4 days and the‘show stats alarm’ command shows ‘bypass alarm.” organization and with engineering teams that have additionalproduct and technology knowledge specific to your case to helpresolve the issue in a timely manner. The Aruba TAC engineerremains the case owner and acts as your primary interface untilIf this was a previously stable environment, explain whatthe case is resolved.changed within the network or specific application prior to5.6this behavior engineer may engage other resources within the Aruba technicalAttempts to troubleshoot and rectify the problem. Forexample: “Tried to restart the service at 17:23 today butthis failed” Network diagram and deployment information Provide information about your network design, where
The Aruba Welcome Center is a help desk, which is available 24x7x365 and is your first point-of-contact with Aruba Technical Assistance Center (TAC).
