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Zebra Support Integration End User FAQ

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TitleZebra Support Integration End User FAQ
Objective
Zebra End User
Extreme Networks Support Integration
Quick Reference

Here is a summary of the most frequently asked questions regarding Extreme Wireless WiNG Support (formerly known as Zebra WLAN Support).
Environment
  • WLAN Products 
  • Extreme Wireless WiNG products 
  • Zebra WLAN Support
Procedure
What’s Changed for Zebra Support?
Will my existing Zebra Site ID be migrated into Extreme’s support systems?  
Will my existing contact information be migrated into Extreme’s support systems?
If I currently have a case open with Zebra, will my case be transferred
If I call Zebra after December 9th for WLAN products, will my call be routed to Extreme Networks?
How Do I Get Support for Zebra WLAN products with Extreme?
How can I open up a case through the Extreme’s online support portal?
How do I request a login username and password via the Web Support website?
Is there a different phone number to call for Zebra WLAN products?
What number will I dial to obtain phone support from Extreme?
What information will I need to provide when opening a support case via phone?
What is the response time for legacy Zebra support contract cases?
How do I request an RMA for an Extreme Wireless WiNG product?
How do I determine if I am entitled to receive technical support?
What if my product is not under warranty or a support contract? Can I still get support?
What is the RMA process for returning a failed product?
Where do I ship an RMA product?

Service and Support Integration Guide for Zebra Partners of WLAN and ADSP Products 


What’s Changed for Zebra Support?
Will my existing Zebra Site ID be migrated into Extreme’s support systems? 
No, Extreme does not use Site IDs for entitlement. Extreme uses hardware serial numbers to identify and entitle products so please have your product’s serial number available before contacting support.

Will my existing contact information be migrated into Extreme’s support systems?
Yes, as of December 10, 2016, all end user contact information will be integrated into Extreme’s support systems. Please be ready to provide your hardware serial number if you need support.

If I currently have a case open with Zebra, will my case be transferred?
All open cases will be transferred and new Extreme case numbers will be created as of December 10th.  Please provide your old Zebra case number or the new Extreme case number.  The case owner will remain the same.

If I call Zebra after December 9th for WLAN products, will my call be routed to Extreme Networks?
Yes, if you call Zebra after December 9th, for a limited time, all callers selecting WLAN products on the call routing system will automatically be redirected to Extreme Networks.

How Do I Get Support for Zebra WLAN products with Extreme?
How do I open up a case through the Extreme’s online support portal? 
The recommended way to contact GTAC is using the online Web Support portal located at 
http://support.extremenetworks.com  

Please have your hardware or software Serial Number of your customer service contract Agreement Number ready for Web Support interactions.  You can find the hardware serial number on the original box, on the device itself or through the CLI/GUI (command line interface or graphical user interface). 

To request a login username and password via the Web Support website:

  1. Go to the Support website: http://support.extremenetworks.com and select Enter Online Case Management
  2. Click Create an account
  3. Complete all required fields and submit the request form. 
  4. If you already have an account, enter your User ID and Password to gain access to Web Support.  Once you have successfully logged in to Web Support, your contract or warranty coverage determines which Self Service options are available to you.
Is there a different phone number to call for Zebra WLAN products?
Yes. You now contact Extreme for support. see below for details.  

What number do I dial to obtain phone support from Extreme?
Click on this link to find the number that applies to your region (for your convenience, we have included phone numbers in the Additional Notes section of this FAQ. Please use this link to ensure you have the latest, most accurate phone number):  http://www.extremenetworks.com/support/contact/ 

What information do I need to provide when opening a support case via phone? 
Call GTAC and identify yourself. You will immediately be connected to a TSE who will open a Case and provide you with a Case number. 
a.  To find the correct number to contact based on your location. Please go to http://www.extremenetworks.com/support/contact .  
b.  Once connected to a support engineer, explain the technical details of the issue.

To help expedite the problem resolution process, have the following information available:
  1. Description of the issue or symptom
    1. First occurrence?
    2. Frequency?
    3. Severity / Business Impact?
    4. Current recovery method or workaround?
  2. The Topology as it pertains the WLAN deployment
  3. The output from the Tech Support for Extreme Wireless WiNG cases.
  4. The Logs and Configuration Backup for ADSP. 
What is the response time for legacy Zebra support contract cases
 
Case Priority    Response TimeRestore Time
(Software fix or workaround)
Update Frequency
C1: Customer’s network segment or management application is down or experiencing a consistent, measurable performance impact with no immediate resolution available    1 hour 4 HoursUp to 4 Hours
C2: Customer’s network is experiencing intermittent failure or degradation of network or management application.1 Hour1 DayDaily
C3: Customer has issues that do not affect normal network or management application operation and/or questions concerning product function or use.8 Hours10 Days5 Days
C4: Submission of a product enhancement /new feature requestWithin 24 hoursBest effortBest effort
How do I request an RMA for an Extreme Wireless WiNG product?
All product returns to Extreme Networks must comply with the procedures located in the Service Description Documents at:  http://www.extremenetworks.com/support/maintenance-services/.

You can request an RMA using the following methods: 
  • On the web using Extreme Networks password-protected Web Support website
  • By contacting your local Technical Assistance Center by phone
Note:  You must create a Case before you can submit an RMA request.  
Go to Return Material Authorization RMA Process and FAQ for more information.  You must have the product serial number as this is what is used to confirm entitlement. 

How do I determine if I am entitled to receive technical support? 
Customers who have product covered under product warranty or have purchased an ExtremeWorks® equivalent Service Contract are entitled to use GTAC. You can check the status of your support contracts on the Web Support website.

What if my product is not under warranty or a support contract? Can I still get support?
If a customer does not have a current warranty and/or contract and needs a replacement part, we offer a few different options to purchase “Per-Incident” support.

What is the RMA process for returning a failed product?
Open a case and submit an RMA per the instructions above.

Where do I ship an RMA product?
The RMA waybill will automatically populate the Repair Depot shipment location. However, Extreme Networks’ Regional Super Depots are in the locations below. In addition, go to this link for detailed information on RMAs:
Return Material Authorization RMA Process and FAQ
 
  • Louisville, KY ( US)
  •  Venlo, NL (NL)  
  • Philippines (PH)

NOTE:  Be sure to write the RMA number on all packages or your defective product may be returned to you or you may experience delays in processing of your return.

 
How do I download software?
Once you have access rights to download software, you can download directly from the Web Support website: http://support.extremenetworks.com/

Contracted customers will have access to updates and upgrades that are available during the period of their service contract

Warranty customers should verify their warranty details by reading the information at: http://www.extremenetworks.com/support/policies.

Once a service contract has expired, customer Web Support access will change from Contracted Access to Warranty Access. For access to software not covered by an active maintenance contract or product warranty, see “One-time Software Update Fee”.
 
Additional notes
Calling Extreme for network downtime and priority 1 issues
Extreme Networks Global Technical Assistance Center
We are proud to offer our customers and partners direct, high-touch access to GTAC support personnel.  Through our Automated Call Distribution (ACD) system, the customer or partner is connected directly to GTAC engineers and technical teams who are responsible for supporting specific product lines 24 x 7 x 365.

Please note: Some of our 800 service numbers have changed. Please see the updated phone listing below.

To contact the Global Technical Assistance Center please select your region below:

The Americas
Americas TAC+1 800-998-2408
+1 408-579-2826 (U.S. and Canada only)
USA+1 800-872-8440
+1 603-952-5000
Canada+1 800-872-8440
+1 603-952-5000
+1 800-998-2408
+1 408-579-2826 (U.S. and Canada only)
Colombia01-800-518-3776
Mexico001-888-277-4095
Puerto Rico+1 866-690-3190
Central America603-952-5000
Argentina0800-4442603
Brazil0800-76-25397
Venezuela0800-100-2856
South America (other)603-952-5000
Asia Pacific
Australia1800002726
0011 80027740950
China00-80027740950
Hong Kong001-80027740950
India0008000016899
Indonesia007-803-011-4433
007-803-011-4434
Japan001-010 KDDI | 0033-010 NTT | 0061-010 Softbank Telecom
80027740950
Korea001 Korea Telecom | 002 DaCom
80027740950
New Zealand00-80027740950
Philippines00-80027740950
Singapore800-1206513
001 80027740950
Taiwan00-80027740950
Thailand001-80027740950

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