• 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).
• Support Bundle from the member(s) experiencing the issue (including Core Files)
• Support Bundle from the active Grid Master (including Core Files)
• Grid Backup
• Timestamp for when this environment was last confirmed to be working
• Timestamp for when the issue was first observed
• Timestamps for any related changes or admin activity
• Please provide the below CLI output from the impacted member(s):
  • show disk
  • show disk_usage_sorted (after the first page of results, press 'q' and <return> to avoid printing the full list)
• If an RMA is needed, you will be asked for the following for shipping:
  • Serial number of the failed unit
  • Ship to Organization
  • Shipping address
  • Contact
  • Phone Number
  • Ship to city
  • Postal code
  • NOTE, if you need Infoblox to ship to somewhere like a data center, check with your data center to see if they need a reference number to accept goods. If they do, you must provide support with this reference number before the device ships or there may be delays in getting it delivered.

Infoblox and Customer will commit resources during local business hours to resolve issue or obtain workaround.

For Hardware specific issues, the appliance in concern MUST have an active maintenance contract for processing any RMA (if needed).

When RMA needed, customer must provide:

Serial number of the failed unit:

Ship to Organization : Shipping address : Contact : Phone Number : Ship to city: 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.