Support Services

Technical Support Quick Reference Guide

Contacting Aruba Networks Technical Support
For technical support and RMAs from ArubaTAC including 24x7 access. Latest can be found at
http://www.arubanetworks.com/support/contact_support.php.
Via Phone:

Via Phone:

North America:

1-800-WiFiLAN
(1-800-943-4526)

North America:

1-800-WiFiLAN
(1-800-943-4526)

International:

+1-408-754-1200

International:

+1-408-754-1200

Via Web*:
https://arubanetworkskb.secure.force.com/cp/500/o
Via Email*:
support@arubanetworks.com
Please be prepared to provide the following information when opening a case:
Product serial number
Software version
Clear explanation of the problem and symptoms including relevant diagrams, logs, traces, and other support details
*Note: All Priority 1 and 2 issues should be opened by telephone. Requests via email/web will be responded to in one business
day.

Aruba Online Support: http://support.arubanetworks.com

Includes Software, Documentation, Manuals, FAQ's, Release Notes, Security Advisories, and Troubleshooting Tools.

To request an Aruba online support account: https://support.arubanetworks.com/register.aspx

Any questions on access contact ArubaTAC.

Access customer cases via Customer Portal: https://arubanetworkskb.secure.force.com/cp/500/o

Licensing
Self-service generating licenses using your certificate or request for assistance

To create a licensing site ID: https://licensing.arubanetworks.com/Accounts/CreateAccount.aspx

Accessing the Aruba Networks Licensing Site: https://licensing.arubanetworks.com/
For incorrect or misplaced permanent license keys, please contact Order Entry to expedite a resolution as these are NOT
handled by TAC.

Order Entry for EMEA: emeaorderentry@arubanetworks.com

Order Entry for rest of the world: orderentry@arubanetworks.com

To request for technical assistance, contact Aruba Technical Support or licensing@arubanetworks.com

Airheads Social Community

For access and questions: http://community.arubanetworks.com/t5/help/faqpage

Policies Warranty, EOL, ArubaCare and Security Response

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Aruba Standard warranties: http://www.arubanetworks.com/pdf/ArubaStandardWarranty.pdf
ArubaCare Terms and Conditions: http://www.arubanetworks.com/pdf/ArubaCare_Agreement.pdf
Aruba End of Life Policy: http://www.arubanetworks.com/support-services/end-of-life-products/end-of-life-policy/

Questions on Service Contracts and Support Welcome Letters: dl-entitlement@arubanetworks.com

To renew ArubaCare Maintenance: servicerenewals@arubanetworks.com

Security Incident Response Policy: http://www.arubanetworks.com/pdf/ArubaWirelessSecurityIncidentResponsePolicy.pdf

Return Material Authorization

To obtain a Return Material Authorization (RMA) number, contact ArubaTAC and provide the following information. Under
Standard Warranty or LLW (Limited Lifetime Warranty) hardware RMA's are handled via RTF (Return to Factory for Repair). Out
of warranty and/or expired contract hardware requires Service Renewal prior to an RMA. TAC only handles defective RMAs
under proper entitlement. Anything else should go to Sales or Order Management (Order Entry) including evaluation.

Product model number for the defective hardware

Product serial number for the defective hardware

System serial number of the base unit

Description of failure and troubleshooting performed to isolate cause

Customer (or recipient) ship-to address

Contact name

Contact phone, fax, and e-mail

Appropriate diagnostic data as required by Aruba Technical Support

All DOAs (Dead on Arrival) within 30 days from ship date from Aruba will be entitled for a next business day advance
replacement.

All RMAs handled via RTF (Return to Factory) requires defective to be returned first. Also note the following important
details.
Operations will ship replacement the next day once returned part is processed. Replacement will be shipped via
GROUND in USA and via BEST WAY internationally.
Return must be in full to prevent delays.
LLW is covered only for certain products. See below for details.
http://www.arubanetworks.com/support-services/aruba-support-program/lifetime-warranty/

Miss/Incorrect Order and/or Shipment

Questions or requests regarding any kind of order and/or shipment issues should be made to Order Entry instead of TAC to avoid
any delays as TAC is not the appropriate department for these type of requests.
Order Entry for EMEA: emeaorderentry@arubanetworks.com
Order Entry for rest of the world: orderentry@arubanetworks.com

Training, Aruba Certifications and Educational Services

To learn about Training and Certifications: http://www.arubanetworks.com/support-services/training-top/

Validated Reference Design Guides and Whitepapers

Design and Best Practices Guides: http://www.arubanetworks.com/technology/design_guides.php
Whitepapers: http://www.arubanetworks.com/technology/white-papers/

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Professional Services
Professional Services: http://www.arubanetworks.com/support-services/professional-services/

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How to Escalate an Issue

Customer concerns about support usually involve missed expectations on product performance or support delivery where a
technical issue is not resolved in a reasonable manner. Attending to customer concerns is very critical to Aruba. To ensure the
quickest resolution, please contact the engineer that is working the support case and request for an escalation. If you have any
specific comments or concerns regarding our products, support and/or services, and would like to escalate to Aruba support
management, please contact us at escalations@arubanetworks.com.

Priority Definitions & Performance Metrics

Definition

Priority 1 Critical

Priority 2 High

Priority 3 Medium

Priority 4 Low

Any highly critical system or

service outage in a live
environment that results in
severe degradation of overall
network performance, and/or
significant reduction in
capacity.
Any intermittent degradation
of system or service
performance that
intermittently impacts end
user service quality or impairs
network operator control or
operational effectiveness.
Loss of redundancy or
diagnostic capability.
Any minor degradation of
system or service
performance that does not
have any impact on end user
service quality and minimal
impact on network
operations.
No impact to the system or
network operation.
Information requests or
standard questions on
configuration or functionality
of equipment. Cosmetic
issues.

Initial
Response
/ Ticket
Updates

Aruba and
Customer
Commitment

Release
Vehicle

Target
Resolution
Time

Customer and Aruba will

commit the necessary
resources around the
clock to resolve the
situation or obtain a
work-around.

Emergency patch
release ASAP if
no work-around,
with permanent fix
rolled into the next
patch release

Within 1 hr /
Every 2
Hours *

Customer and Aruba will

commit full-time
resources during normal
business hours to
resolve the situation or
obtain a work-around.

Fix rolled into next

maintenance
release

Within 4
business hrs
/ Daily

Within 90 days
around after root
cause has been
identified

Customer and Aruba will

commit necessary
resources during normal
business hours to
restore service to
satisfactory levels.

Fix rolled into next

major or minor
release

Within 1
business day
/ Weekly

Within 180 days

around after root
cause has been
identified

Customer and Aruba will

provide resources during
normal business hours
to provide information
assistance as requested
or collect feedback.

Fix rolled into next

major release, or
sooner per
customer request

Within 5
business
days /
Monthly

NA

Within 2 days if no
work-around;
With-in 14 days if
there is a workaround after root
cause has been
identified

Performa
nce
Targets

Target is
to meet
95% of
scheduled
commitme
nt for
respond,
restore &
resolve
intervals

NA

* Update intervals may vary and are negotiated between Aruba TAC and the Customer.

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