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infoblox_nios:support

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infoblox_nios:support [2024/03/08 16:31] – [Creating Cases] bstaffordinfoblox_nios:support [2025/04/25 11:58] (current) – bstafford
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 ====== NIOS Support ====== ====== NIOS Support ======
 +====== Infoblox Support Portal ======
 +For an end user to request access, they need to go to 
 +
 +  * [[https://support.infoblox.com/CommunityRequest|Community Request]]
 +
 +  * [[https://support.infoblox.com/SupportPortalRequest|Support Portal Request]]
 +
 +  * [[https://www.infoblox.com/support-contact-information-page/|Support Contact Information]]
 +
 +  * [[https://www.infoblox.com/support/|Support Overview]]
 +
 +  * [[https://www.infoblox.com/company/legal/terms-premium-maintenance/|Support SLA]]
 +
 +  * [[https://support.infoblox.com/s/article/2896|Hardware Swap]]
 +===== Hardware Support =====
 +From [[https://www.infoblox.com/company/legal/hardware-addendum/|Hardware Addendum]] in EULA. - RMA kit is Refurbished.
 +
 +If Customer makes a claim that Hardware has failed more than sixty (60) days after the Delivery Date, but during the Hardware Warranty Period, and Infoblox opts to replace the Hardware, replacement will be with refurbished Hardware. All replacement or repaired Hardware shall be warranted for the remainder of the original Hardware Warranty Period or for a period of thirty (30) days following the repair or replacement date, whichever is longer.
 +
 +
 +--- [[https://www.infoblox.com/company/legal/terms-premium-maintenance/|This page]] then says about NBD:
 +
 +Support may include next business day Hardware replacement service (“NBD”). To be eligible for NBD Hardware replacement, Hardware must be located in a geography’s depot delivery radius as identified on Infoblox’s [[https://insights.infoblox.com/resources-datasheets/Infoblox-Global-RMA-Depot-Locations|Global RMA Locations List]] for NBD service coverage. In order to ship the same day, the RMA must be processed by 3:00 pm local time of the depot processing the RMA for shipment. For Hardware located outside of a geography’s depot delivery radius identified as NBD accessible, replacement Hardware will be shipped by reasonable, commercially available means for carrier delivery to Customer based on available delivery times. If Infoblox’s record of the installation location differs from the Customer’s requested ship to address, Infoblox will use commercially reasonable efforts to deliver Hardware by NBD.
 +
 +===== NIOS Lifecycle =====
 +NIOS Lifecycle policy is published [[https://www.infoblox.com/policies/|here]].
 +
 +An important thing to note is that if EOL is extended beyond 36 months after GA, then the EOL will eat into the EOTS window rather than push the EOTS window further out.
 +
 +Thus, 8.6 goes EOL 31 Oct 2024 which is three years and seven months after GA. THis means that there is no EOTS window and any needed EOTS window must be agreed with support and senior management PRIOR to NIOS 8.6 going EOL.
 +===== RMA =====
 +When you receive a replacement device (RMA) you should find that the document pouch on the replacement device shipping box contains not only the waybill for the delivery to you but also the return AirWay Bill (RAWB) for delivery of the faulty appliance back to Infoblox.
 +
 +In certain cases, the RAWB maybe missing in the Pouch due to an error from Logistics/ Delivery partner's end.
 +
 +If the document is missing, update the support case used for the RMA and instructions will be given on how to get the RAWB.
 +
 +RMA Return instructions [[https://www.infoblox.com/wp-content/uploads/infoblox-rma-return-instructions.pdf|here]].
 +
 +Returning faulty hardware instructions [[https://support.infoblox.com/s/article/2650|here]] (RMA Return Process: How to Request a Waybill, Pack, and Ship a Defective Unit).
 +
 +From the page linked above (RMA Return Process: How to Request a Waybill, Pack, and Ship a Defective Unit)
 +
 +NOTE: If you do not wish to return the Hard Drive with the defective appliance due to security concerns, you may remove it before shipping. However, please note that if the failure is related to the Hard Drive, Failure Analysis (FA) will not be possible.
 +===== Get Support Files =====
 +  * How to collect Support bundle, Traffic capture and Database backup [[https://support.infoblox.com/s/article/12069|KB Article]]
 ===== Creating Cases ===== ===== Creating Cases =====
  
   * Keep the title concise. e.g. "Company Name - NIOS - HW Device Rebooting". Remember, you and your team at Infoblox may want to review cases and it is much easier to read a list if the titles are well put together.   * Keep the title concise. e.g. "Company Name - NIOS - HW Device Rebooting". Remember, you and your team at Infoblox may want to review cases and it is much easier to read a list if the titles are well put together.
-  * Put detail in the description but not too much. Case updated and notes are where the full data should go (e.g. only a paragraph or so).+  * If you use a shared account to access the support portal (e.g. networkoperations@example.com), make sure you put your name at the end of your replies to support. There can be cases where the account team at Infoblox are asked to help out but they don't know who at the customer site to contact because there is no actual name. 
 +  * Put detail in the description but not too much. Case updates and notes are where the full data should go (e.g. only a paragraph or so in description). I've seen some customers paste pages and pages of console output into the description. Don't be that guy.
   * Support Bundle from the member(s) experiencing the issue (including Core Files)   * Support Bundle from the member(s) experiencing the issue (including Core Files)
   * Support Bundle from the active Grid Master (including Core Files)   * Support Bundle from the active Grid Master (including Core Files)
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 Serial number of the failed unit: Serial number of the failed unit:
  
-Ship to Organization : +  * Ship to Organization : 
-Shipping address : +  * Shipping address : 
-Contact : +  * Contact : 
-Phone Number : +  * Phone Number : 
-Ship to city: +  * Ship to city: 
-Postal code : +  * Postal code : 
  
 IF DELIVERING TO A DATACENTRE, THE CUSTOMER MAY NEED TO PROVIDE A REFERENCE NUMBER FOR THE COURIER TO USE. E.G when delivering to a large banking DC. IF DELIVERING TO A DATACENTRE, THE CUSTOMER MAY NEED TO PROVIDE A REFERENCE NUMBER FOR THE COURIER TO USE. E.G when delivering to a large banking DC.
-===== Support Types ===== 
  
 +===== Creating SEV 2 Cases =====
 +When creating SEV 2 cases, prepare to provide support with the following info
 +  * Number of clients/end users impacted:
 +  * Number of Infoblox hosts/servers affected:
 +  * Impacted service (DNS/DHCP/DDNS/NTP):
 +  * Date and Time when the issue started:
 +  * Business/financial impact:
 +  * Production/UAT environment details:
 +===== Support Types =====
 +==== Software ====
   * Premium Maintenance-Enterprise   * Premium Maintenance-Enterprise
   * Elite Maintenance-Enterprise   * Elite Maintenance-Enterprise
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   * Premium Maintenance-MSP   * Premium Maintenance-MSP
  
 +==== Hardware ====
   * Premium Maintenance-Enterprise   * Premium Maintenance-Enterprise
   * Elite Maintenance-Enterprise   * Elite Maintenance-Enterprise
infoblox_nios/support.1709915519.txt.gz · Last modified: by bstafford