Differences

This shows you the differences between two versions of the page.

--- infoblox_nios:support [2024/07/03 10:58] – bstafford
+++ infoblox_nios:support [2025/04/25 11:58] (current) – bstafford
@@ Line 1: / Line 1: @@
 ====== 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.
@@ Line 23: / Line 37: @@
 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]]
@@ Line 28: / Line 49: @@
   * 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 active Grid Master (including Core Files)
@@ Line 68: / Line 90: @@
 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.
+===== 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 ====