GUIDE GUIDE TO ARRIS GLOBAL SERVICES. Document Classification: For Internal and External Distribution

Transcription

1 GUIDE GUIDE TO ARRIS GLOBAL SERVICES Document Classification: For Internal and External Distribution

2 2017 ARRIS Enterprises LLC. All rights reserved. No part of this publication may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from ARRIS Enterprises, Inc. ( ARRIS ). ARRIS reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of ARRIS to provide notification of such revision or change. ARRIS and the ARRIS logo are all trademarks of ARRIS Enterprises, Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and the names of their products. ARRIS disclaims proprietary interest in the marks and names of others. ARRIS provides this guide without warranty of any kind, implied or expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. ARRIS may make improvements or changes in the product(s) described in this manual at any time. The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice.

3 Contents Contents QuickStart... 1 To Open a Severity 1 or 2 Technical Support Case... 1 To Open a Severity 3 or 4 Technical Support Case... 1 To Request an RMA... 1 To Escalate an Issue... 1 Introduction to ARRIS Global Services... 2 Service-level Agreements... 2 Repair Services... 2 Professional Services... 2 Knowledge Services... 2 Definitions... 3 Service-Level Agreement... 6 SLA Entitlements... 6 Using Your Service-Level Agreement... 7 If Your Service-level Agreement has Lapsed... 7 Signature Page... 8 Technical Support... 9 Overview of Technical Support Services... 9 Customer Data Security Tracking Support Issues Before You Contact ARRIS Support Opening a Technical Support Case Collecting Information Setting the Severity Severity Levels and Response/Restoration Times Diagnosing the Problem Reviewing the Progress and Actions Support for Discontinued Products On-Site Support Policy Technical Support Management Escalation Technical Support Management Escalation Contacts iii

4 Tables Join the Technical Support Updates Mailing List Software Services Software Warranty Accessing New Software Releases Repair Services How to Request an RMA New Hardware Warranty Terms Repaired Product Warranty Terms Types of Hardware Failures DoA Replacement Process (See How to Request an RMA ) Standard Repair Process (See How to Request an RMA ) Advanced Replacement Process (See How to Request an RMA ) Shipping Instructions General Repair Terms and Conditions COTS Servers Warranty Information Repair Services Management Contacts Professional Services Lifecycle Services Knowledge Services Documentation Global Services Terms and Conditions Tables Digital Video, Conditional Access (CASMR, DAC, RADD), APEX, SEM, Two-Way Headend, Set-top Box, Spectrum CMTS / CER (C4, C4c, E6000, BSR), Modems, RF Optics/HFC, FTTP, Service Provider Wi-Fi Video Headend, Video Processing / Compression (MSP, CVEx, BEQ, BMR, VIPr, Encoder, CherryPicker), D5, VMS, SVA, RMS VOD (XMS, M3, CMM), Ad Insertion, WorkAssure, Assurance Satellite Equipment (Uplink, DSR) iv

5 Tables ii

6 Chapter 1: QuickStart Chapter 1 QuickStart Please have your service-level agreement ID ready before you call. To Open a Severity 1 or 2 Technical Support Case Call Technical Support Phone Contacts To Open a Severity 3 or 4 Technical Support Case 1. Login to AskARRIS* 2. Technical Support Contacts 3. Call Technical Support Phone Contacts To Request an RMA Please download the RMA Request Form, complete it, and it to TAC.Helpdesk@arris.com. You may also request an RMA by calling TAC. To Escalate an Issue Technical Support Repair Services Technical Support Management Contacts Repair Services Management Contacts *ARRIS Technical Support will help you register for AskARRIS using your agreement ID(s) 1

7 Chapter 2: Introduction to ARRIS Global Services Chapter 2 Introduction to ARRIS Global Services ARRIS Global Services presents this Guide as a reference to help you take full advantage of the services provided by our team, including: Service-level Agreements Technical Support Software Releases Extended Warranty and Advanced Hardware Replacement Repair Services DoA Replacements Standard Replacements Advanced Replacements ARRIS CPE-specific Services Professional Services Planning, Design, Implementation, and Operation System Integration Day 2 Services Knowledge Services Training Product Documentation 2

8 Chapter 3: Definitions Chapter 3 Definitions ARRIS Technical Support or ARRIS means ARRIS Technical Support engineers of ARRIS Solutions, Inc., a wholly owned subsidiary of ARRIS International plc and/or its designated affiliates in any ARRIS location. Business Days means Monday through Friday, except for local ARRIS-observed holidays. Customer Induced Damage or CID Damage means including but not limited to lightning damage, infestation, liquid damage, abuse, corrosion, damage due to the environment, any tampering in order to enhance or repair the unit by an unauthorized person including the customer or any other exclusion described in the Guide to Global Services or standard Terms and Conditions. CID may also be defined as an action taken by the Customer which results in issues, if the Customer has been provided with a quote for ARRIS to perform such action, or if the Customer has received advice or a recommendation from ARRIS not to proceed with the action. CPE or Customer Premise Equipment. Refers to a Product group used at a consumer s site such as a modem, set top box, wireless gateway, or other device located at an end-customer s site. Hardware means equipment designed and manufactured by ARRIS, or other manufacturer's equipment, offered for sale by ARRIS to Customer. Non-Business Days means Saturdays, Sundays, and local ARRIS-observed holidays. No Problem Found or NPF refers to devices received for replacement that are found to be in good working order. Product is any combination of ARRIS hardware and/or software products, sold to you by ARRIS, ARRIS subsidiaries, or authorized resellers of ARRIS. Products produced by ARRIS but not sold by ARRIS or its authorized subsidiaries or resellers and not covered by this Guide. 3

9 Chapter 3: Definitions Product Documentation is the product documentation that ARRIS deems necessary for successful use of an ARRIS Product. Product documentation can be delivered as electronic format on CD-ROM, via download from our customer website, or included with a software build. RCA or Root Cause Analysis is the ARRIS ISO process used to understand the cause of a S1 Critical issue. Prerequisites for RCAs include an S1 case having been opened by the customer within 1 (one) hour of issue occurrence, remote access to the customer network within that initial hour, customer provision of logs and/or captures relating to the issue, ARRIS s receipt of affected hardware, and other data as requested by ARRIS. RCAs cannot be performed if all required data and equipment is not made available or if the issue cannot be reproduced. For some issues, no root cause can be determined. RCAs are provided on mutual agreement between ARRIS and the Customer that the effort is necessary and only using ARRIS ISO FRM0087. RFF or Request for Feature is a request by the Customer for a specific feature/functionality to be added to the Product that is captured in a Severity 4 case and provided to the product line manager for that Product. RMA or Returned Material Authorization is the number and document assigned to an item to be returned to ARRIS for repair or replacement. All materials returned from the field must be issued an RMA (Return Material Authorization) number. Response Time* starts when your communication is answered and a Technical Support case is opened. The time is documented in the ARRIS case system. Restore Time* starts when a case is opened and ends when ARRIS has provided the technical information which, when implemented, will restore the ARRIS Product to a satisfactory, usable level of functionality. Service-level Agreement or SLA means this or another set of terms and conditions that documents the services ARRIS provides to you for an annual fee. A service-level agreement may include Technical Support, replacement parts, and/or software updates/upgrades. ARRIS service-level agreements specifically exclude optional or keyed software features and the installation of software. Software" means ARRIS-licensed software, including any updates provided, and any other enhancements, modifications, and bug fixes provided thereto, in object code form only, and any full or partial copies thereof, licensed by ARRIS for use solely in conjunction with the Covered Products. The term Software includes any updates, modifications, enhancements, extensions, versions and releases of such programs, including Minor Releases (defined below), Major 4

10 Chapter 3: Definitions Releases (defined below), and software patches. Third Party software, which is separately licensed, is not considered ARRIS software unless it was sold by ARRIS. Software Update or Minor Release shall mean a given dated version of Software which embodies a consistent set of corrections of errors maintenance or emergency (bug fixes), modifications and minor feature released by ARRIS to resolve an ARRIS product defect that is impacting ongoing business operations. A minor release is generally expressed as the number to the right of the decimal point. Other modifications, improvements, and bug fixes are generally designated with numbers and letters further to the right. Software Upgrade Major Release New Feature Software Release by ARRIS which embodies a consistent set of feature and function enhancements which are not keyed, capacityincreasing, custom-developed or optional software features. A major release is generally expressed as the number to the left of the decimal point. Technical Assistance Center or TAC is composed of ARRIS personnel who verify your Service-level Agreement entitlement and direct you to the correct Technical Support team for your Product. Third-Party Products means software, hardware, or services that are procured or provided by a third party as part of an ARRIS-developed custom solution. Any support for Third-Party Products must be specifically covered via a Statement of Work negotiated with ARRIS Professional Services for a customized solution or via an ARRIS service-level agreement quote for standalone third-party products. Third-party products that are embedded in ARRIS Products are covered under the applicable ARRIS service-level agreement, unless they are separately licensed or explicitly excluded. *Not applicable to the services provided under this Guide for your lab testing environments. 5

11 Chapter 4: Service-Level Agreement Chapter 4 Service-Level Agreement ARRIS offers one or more service-level agreements for each of its products. A valid service-level agreement is required in order to receive technical support and/or advanced replacement parts per the terms of this Guide. SLA Entitlements Your ARRIS service-level agreement entitles you to 1. Technical Support (as described in Chapter 5) 2. Software updates to the base platform (keyed, capacity-increasing, custom-developed and optional releases are excluded but may be purchased separately) Some SLAs include advanced hardware replacement. If your SLA does not include advanced hardware replacement, an annual contract can be purchased separately. Please note that ARRIS needs 4 to 8 weeks to set up advanced replacement service. Your purchase order for services means you accept the terms and conditions of this Guide as your Service-Level Agreement for the indicated Products. If you need a signed document for your internal business purposes, ARRIS is happy to fully-execute this Guide. Please contact your sales representative for more information. 6

12 Chapter 4: Service-Level Agreement Using Your Service-Level Agreement Each of your ARRIS service-level agreements has an ID number that allows you to access ARRIS services. Be sure to keep this data handy and provide it only to authorized personnel within your company. If Your Service-level Agreement has Lapsed When no service-level agreement is in place for a product for which a service-level agreement is available, ARRIS personnel are only allowed to provide support in the case of a service outage. If you have what you believe to be a service outage, please call us immediately, but understand that you will be invoiced for the total number of labor-hours required to clear the outage at the hourly rates stated below. There is a four-hour minimum charge per-outage. Monday thru Friday 8:00 am to 5:00 p.m. $500 per hour* After 5:00 p.m. Weekdays and Saturday $750 per hour* Sundays and Holidays $850 per hour* * Four-hour minimum Note: Outage support does not include any software patches or bug fixes. Software patches or bug fixes are only available with a valid service-level agreement. Note: Hours billed are ARRIS labor-resource hours, not wall-clock hours. Note: A blanket purchase order in the amount of $5,000 USD is required, in advance, to receive outage support. Please contact your ARRIS sales representative to open a blanket purchase order in case you need service outage support. If you have any cases that were opened while your service-level agreement was valid, those cases will be completed and closed at no additional charge. If you choose to reactivate your service-level agreement after termination or lapse, the following rules apply: All previously issued quotes are invalid. A new renewal quote will be issued at your request. Any new service-level agreement purchased will be quoted from the date the previous service-level agreement ended. 7

13 Chapter 4: Service-Level Agreement Signature Page This Guide to ARRIS Global Services ( Guide ) is entered into by and between [ARRIS entity], with principal place of business at [ARRIS entity address and country], or the ARRIS affiliate issuing the applicable binding quotation ( ARRIS ) and [Customer entity], with principal place of business at [Customer s address and country] ( Customer ). This Guide, including the Terms and Conditions in Section 10, will serve as ARRIS Service Level Agreement for the ARRIS Products indicated below. ARRIS Product: Technical Support Entitlement: Software Entitlement: Hardware Replacement Entitlement: The services described in Section 8 and 9 of this Guide are not included within the Scope of the SLA, they are available to be quoted separately. This Guide shall apply for the term of the initial purchase order received by ARRIS ("Term") and any additional renewal purchase order ( Renewal Term ). Customer Representative Customer Signature ARRIS Representative ARRIS Signature Date Date 8

14 Chapter 5: Technical Support Chapter 5 Technical Support The ARRIS Technical Support team is made up of experienced engineers located around the world to provide you with top-quality technical support. ARRIS technical support engineers are available 24x7x365 via phone for outages and emergencies. All other issues are handled during normal business hours. Global Services has more than 850 technical resources in 40 countries around the world. Overview of Technical Support Services Technical Support includes access to Web-based knowledge base, ticketing and RMA portals (ask.arris.com) telephone support for S1 and S2 issues (outages and emergencies) on production equipment. Available 24x7x365 in English with translation services on-call. support during local business hours for S3 and S4 issues on production equipment. local business hours support for lab environments access to technical and field bulletins, release notes, letters of consideration, and product documentation 9

15 Chapter 5: Technical Support Technical Support excludes support for products not sold by ARRIS, including third-party products, unless specifically called out in an ARRIS support quote support for multi-product solutions, unless a solution support contract has been purchased support for custom-developed software, unless a custom-developed software support contract has been purchased support for hardware products after end of support life has been reached support for software product releases earlier than N-2 electrical work external to ARRIS products or maintenance of accessories, alterations, attachments or other devices not sold by ARRIS issues resulting from your neglect, abuse or intentional misuse of ARRIS products. issues resulting from improper wiring, repairing, splicing, alteration, installation, storage or maintenance by the you (or third-parties contracted by you) of ARRIS products ARRIS products modified by anyone other than: (A) ARRIS, its employees, agents, representatives or contractors; or (B) you (or third-parties contracted by you) training services or classes product installation services (hardware and/or software) software upgrade services (both remote and on-site) DAC code downloads CET (Category Epoch Transition) services staff augmentation moving, adding, or configuring (hardware and/or software) remote monitoring asset count and/or inventory management Customer Data Security ARRIS will use commercially reasonable security technologies (such as password protection and firewall protection) in providing Technical Support and Customer shall comply with the applicable ARRIS security procedures made known to Customer through Technical Support or otherwise. Customer is responsible for the security of data, including but not limited to any content, materials, data and information ( Customer Data ) transferred by Customer and/or accessed by ARRIS while providing Technical Support and agrees that ARRIS does not control the transfer of Customer Data provided by Customer to ARRIS, over telecommunications facilities, including the Internet, and ARRIS does not warrant the secure provision of Technical Support or that such security technologies will be able to prevent third party disruptions of Technical Support. Customer is responsible for the connection to Technical Support, including the Internet connection. Customer shall be responsible for the maintenance of Customer Data and hereby represents and warrants to ARRIS that the Customer Data is free of all viruses, Trojan horses, and comparable elements which could harm the systems or software used by ARRIS to provide Technical Support. Customer agrees that it has collected and shall maintain and handle 10

16 Chapter 5: Technical Support all Customer Data in compliance with it Customer s data security policies and all applicable data privacy and protection laws, rules and regulations. Tracking Support Issues ARRIS Technical Support uses a call tracking system to log all customer cases whether they are reported via phone, , or on the web. When you contact us, a case reference number is assigned to your issue. Please make a note of the case number and use it to refer to your case during future communications. You will also receive an that contains the case number when the case is created. Our tracking system enables us to record the details of your case, including all investigatory steps taken, contacts with representatives at your site, your corresponding issue tracking number (if applicable), and the steps we took to resolve your issue. ARRIS also provides a method by which you can open and track your support requests online via our customer website AskARRIS. ARRIS Technical support will help you register, and you can view and search our support knowledge base solutions and view your open and recently closed cases. The site is available to all ARRIS customers with a valid service-level agreement. Before You Contact ARRIS Support ARRIS Technical Support provides support for ARRIS-supplied products that are under a valid service-level agreement. Unless ARRIS is your system integrator, issues related to other hardware, software, or non-arris networks must be addressed by your organization or the appropriate third-party vendor. When working with Technical Support, help us expedite your call by following these Guidelines: Make sure that the product is using a supported version of ARRIS software/firmware. Make sure all software updates have been installed in a timely manner and in accordance with ARRIS product documentation and other instructions. Make sure remote network access exists, as necessary, for ARRIS to establish a data link for use in remote diagnosis and maintenance of the product. The parties will agree on appropriate security measures to prevent unauthorized access. ARRIS Technical Support will not connect to your network without your prior authorization and the connection will be solely to provide product support. Perform a first-level diagnosis to try to isolate and correct the problem. Check that day-to-day maintenance and network operations have been performed; Monitor network and system alarms; Be prepared to provide your service-level agreement ID, name, company name, site location, serial number of the system you are calling about (if required), system and software version numbers, and as much detail about the problem as possible. Review the available documentation, including release notes, product and installation manuals, and online help for information about your problem. 11

17 Chapter 5: Technical Support Unless specifically instructed, do not reboot or restart equipment or software processes prior to consulting with Technical Support vital data about the problem can be lost when these actions are performed. Be prepared to perform diagnostic tasks in accordance with instructions provided by ARRIS Technical Support and carry out initial remedial actions including remote diagnosis. All personnel who contact Technical Support should have a high level of familiarity with ARRIS systems. We strongly recommend that your support personnel attend the appropriate ARRIS training programs. For more information on ARRIS training programs, contact us at training@arris.com. Opening a Technical Support Case ARRIS provides support for its products via regional offices around the world. If the issue is critical, please call us. If the issue is not critical, use the other methods indicated below to contact us. Telephone Requests Contact us via phone when you have a critical issue and you need to speak with a Technical Support engineer immediately. Please remember to provide a number where you can be reached. Web Requests At ARRIS Technical Support, we know that you value self-support resources, so we've created the AskARRIS portal. It gives you the ability to research many support questions and common problems using a knowledge base. It also allows you to open and track your cases. Web support is available 24x7x365 to customers with products with a valid service-level agreement. Requests You can also contact Technical Support via . Please note that ARRIS Technical Support does not monitor at night, over the weekends, or on ARRIS-observed holidays; therefore you should use for non-critical support issues only. Support in Languages Other than English If you contact ARRIS Technical Support by phone and the language you need is not available, inform the Global Support Engineer, in English, Need a translator for <the language needed>. The Technical Support engineer will immediately conference-in a translator for the language 12

18 Chapter 5: Technical Support requested. Translation service is available for Spanish, German, French, Chinese, Korean, Portuguese (Brazil), and Japanese. Other languages may be available, but are not guaranteed. Support for Third-Party Products Third-Party Product support is only available when the Third-Party Product has been procured through ARRIS and the support is quoted on an ARRIS service-level agreement quote or a Statement of Work negotiated with ARRIS Professional Services for a customized solution. If ARRIS determines that a Third-Party Vendor should be engaged in trouble-shooting an issue, ARRIS will assist you in opening a case for the Third-Party Product with the Third-Party Vendor. You will then work directly with the Third-Party Vendor to address the case. In certain instances, ARRIS may require that Customer contact Third-Party Vendor directly rather than ARRIS for Third-Party Product issues. Third-Party Vendor response and resolution times may vary. The ARRIS Respond and Restore guidelines shall not apply. Collecting Information When you contact ARRIS Technical Support, we: Collect your name, company name, the product that you are calling about, the location of your problem, and your serial number or system ID. Create a case in our call tracking system Ask for a brief, accurate description of your problem or question Confirm your contact information Verify the product you are calling about is covered under warranty or that you have a valid service-level agreement. If applicable, ask for any additional associated information or tracking numbers you may use in your system We record this information in our call tracking system and then provide you with a case reference number, which you should record for future reference. If your issue is not resolved during the initial support contact, referring to your case reference number helps expedite subsequent communication. After the identification questions, we work with you to make a preliminary assessment of the severity of your issue based on your problem description. Setting the Severity Your Technical Support engineer will work with you to set or revise the severity of your issue. We use the severity levels below to prioritize cases. 13

19 Chapter 5: Technical Support Severity Levels and Response/Restoration Times The response time and restoration Guidelines will vary for each case based on the severity of the issue. Severities for cases are defined in Table 1, Guidelines by Severity. The classification and reclassification of all problems will be according to the definitions below. Table 1: Guidelines by Severity Severity Description Response Time Restore Time Severity 1- Critical * The ARRIS product is no longer providing service of one or more of its main features, or if a significant portion of subscribers and/or users is no longer able to use one or more critical features of the platform. Immediate within 15 minutes 24x7x365 support continues 24x7x365 until system functionality is restored.* 6 hours S2 - High Partial loss of production system functionality (diminished capacity). Immediate within 15 minutes 24x7x365 support provided continuously or as agreed with customer until system functionality is restored 8 hours S3 - Medium Other problems of a lesser severity than critical or major such as conditions that have little or no impairment on the function of the system. During normal business hours Not defined S4 Low/RFF** Information request or Request for Feature (RFF). ** or Lab system issues During normal business hours Not Defined *The response goals listed above apply only to issues received via phone, not via or the AskARRIS web portal. System functionality may be restored via a permanent fix, a temporary fix, or a workaround. ARRIS has no obligation to act on issues we are unable to replicate or otherwise verify the issue based on the data and information you provide. ** RFFs are the responsibility of the Sales Engineering and PLM (Product Line Management) teams. You can request a feature via a Severity 4 case. If you believe the severity assigned to your issue should be changed, you can request a change through the Support engineer who is working your issue. 14

20 Chapter 5: Technical Support Diagnosing the Problem You may be asked to provide the Technical Support engineer with copies of the system files, reports, and data files, as well as sufficient support and test time on your ARRIS system. ARRIS must have access to your ARRIS system in order to help you. The information and access you provide helps the Technical Support engineer: Duplicate a failure when the product isn t functioning according to the corresponding documentation for the specific release Confirm the problem is caused by ARRIS Initiate correction of the problem It is important that you inform ARRIS of any other recent environment changes or changes to other vendor equipment at your site that can be contributing to the problem (for example, power outages, changes in external equipment, network changes or issues, software upgrades to other vendor equipment, etc.). If the problem cannot be reproduced, the Technical Support engineer will make a good-faith effort to identify a workaround until the problem can be reproduced or fixed. If the problem is related to third-party equipment or your network, the Technical Support engineer will make a good-faith to effort identify the issue. ARRIS is not responsible for diagnosing or resolving third-party hardware or networking issues. You are responsible for thirdparty or internal resource escalation for ownership and resolution. In the case where on-site support is requested, you may incur in additional charges. See the On- Site Support Policy for more information. Reviewing the Progress and Actions To help assure our work on your case will meet your expectations, please review this checklist below with your Technical Support engineer when you open your case. Agree on: The severity level for your issue The action items for Technical Support and those for which you are responsible Who is responsible for the call back and when The case number ARRIS Technical Support will work on cases according to the priorities agreed with you. However, any problem may be escalated via the processes documented in the Technical Support Escalation section. 15

21 Chapter 5: Technical Support Support for Discontinued Products Hardware ARRIS may discontinue a Product at any time, provided that ARRIS gives you ninety (90) days prior written notice ( End-of-Life Notice ), or as agreed in the purchase agreement when acquiring the Products. We use reasonable commercial efforts to continue to provide fee-based replacement parts and technical support for any discontinued hardware product for one (1) to five (5) years from the End-of-Life Notice date we let you know. The support and repair period for each discontinued product will be stated in the End-of-Life Notice. Software Versions ARRIS supports the current New Feature Software Release, as well as the previous two New Feature Software Releases. Releases older than 5 (five) years, except during the active lifecycle of the Product, will not be supported by ARRIS even if they are one of the previous two New feature Software Releases mentioned above. On-Site Support Policy In cases of severe network degradation in which telephone support, remote diagnosis, and other means of restoring the network have failed, upon your request, ARRIS will, at its discretion, dispatch an ARRIS Technical Support engineer to further attempt to isolate and resolve the problem. If we determine the cause of the problem was not the product(s), you will reimburse ARRIS for all charges reasonably incurred, including engineering time at our standard rate, as well as lodging and travel expenses of ARRIS personnel while traveling and at your site. Requests for services outside the scope of this Service-level Agreement or for equipment that is not covered under an agreement may be quoted separately and may be delivered only under the terms and conditions of an ARRIS Professional Services Agreement. On-site support will be provided according to ARRIS parts and service availability at current ARRIS time and materials billing rates. Technical Support Management Escalation Cases can be escalated within the ARRIS Technical Support management structure should you believe a case is not being resolved in a timely manner or receiving the level of attention you believe is warranted. When escalating an issue, be sure to supply the case reference number in all communications. 16

22 Chapter 5: Technical Support Escalations go first to the Manager, then to the appropriate Director. If, for any reason, the Manager is unable to resolve the problem or is not providing the level of attention you believe is warranted, escalation may continue to higher levels of the organization. At each level of escalation, we request that your company provide a contact at the same level. This helps ensure that the level of management involvement matches the decision-making level dictated by the resolution requirements of the problem. To escalate, contact us using the information provided in the Technical Support Management Contacts and ask to speak with the Technical Support Manager. If the manager is unavailable, he or she will respond as soon as possible to discuss the situation and work with you to create a plan to resolve the issue. Note that for outage situations, the ARRIS Executive-Level Team is notified within two hours of an on-going outage being reported. Periodic updates are sent out until the outage is cleared. 17

23 Chapter 5: Technical Support Management Escalation Contacts Technical Support Management Escalation Contacts Digital Video, Conditional Access (CASMR, DAC, RADD), APEX, SEM, Two-Way Headend, Set-top Box, Spectrum 18

24 Chapter 5: Technical Support Management Escalation Contacts CMTS / CER (C4, C4c, E6000, BSR), Modems, RF Optics/HFC, FTTP, Service Provider Wi-Fi Video Headend, Video Processing / Compression (MSP, CVEx, BEQ, BMR, VIPr, Encoder, CherryPicker), D5, VMS, SVA, RMS 19

25 Chapter 5: Technical Support Management Escalation Contacts VOD (XMS, M3, CMM), Ad Insertion, WorkAssure, Assurance Satellite Equipment (Uplink, DSR) 20

26 Chapter 5: Technical Support Management Escalation Contacts Whole Home Solution Non-urgent requests: or Visit support.espial.com Emergency requests: Call Espial at Office Team Lead : Jackie Cole Reach the support team at Team.Support-WHS@Espial.com. Tony Ceccato Director, Operations and Customer Care Mobile tceccato@espial.com VideoFlow International EMEA 21

27 Chapter 5: Technical Support Management Escalation Contacts International CALA International AsiaPAC 22

28 Chapter 5: Technical Support Management Escalation Contacts International Australia/NZ Join the Technical Support Updates Mailing List We invite you to join the appropriate Technical Support mailing list for your ARRIS product(s). The Technical Support team sends occasional s concerning critical support issues, important field bulletins, and the latest support news, information, and progress updates, which enables you to effectively operate and manage ARRIS products and systems. Contact your Technical Support office for information on how to subscribe. Notice: All sent to or from the ARRIS Solutions, Inc. system or Website may be retained, monitored, and/or reviewed by ARRIS personnel. We do not sell, rent, or lease this information to others or use this list to sell additional ARRIS products or services or for marketing purposes. Your information is used for Technical Support notices only. 23

29 Chapter 6: Software Services Chapter 6 Software Services Software Warranty ARRIS software is warranted to substantially function as-designed for 90 days from your download of the software. ARRIS does not warrant that the operation of the ARRIS software will be uninterrupted or error-free; that the functions of the software will meet Customer's requirements; or that the software will operate in combination with non-arris products selected by Customer for its use. Details of the ARRIS standard software warranty are contained online in the ARRIS Terms and Conditions of Sale [ or as agreed in the purchase agreement (or relevant channel agreement) in place with ARRIS. During this 90-day period software warranty period, you may us for technical support. We will respond within 2 business days for software defects only. Request maintenance and emergency software releases for software defects only. To receive technical support and software per the terms of this Guide, you must purchase a service-level agreement for your ARRIS product. Accessing New Software Releases You will be able to download the software (and related documents such as Release Notes) to which you are entitled under your Service-level agreement. Technical Support will help you register for our software download tool using your agreement ID. 24

30 Chapter 7: Repair Services Chapter 7 Repair Services All network product repairs and replacements of ARRIS products are managed by ARRIS Global Repair Services. Note: For CPE (Customer Premise Equipment) refer to the CPE Repair section that follows Our TAC (Technical Assistance Center) will work with you to determine the: Hardware warranty status (in- or out-of-warranty) Type of hardware failure (DoA, Standard, or Advanced Replacement) We ll then let you know what to expect from the RMA process. Requesting an RMA is always your first step. How to Request an RMA For return material authorizations, please download the RMA Request Form, at and the completed Form to TAC.Helpdesk@arris.com You may also reach the TAC team via phone. North America Outside North America Spanish Language Support (215) (available M-F 8A-5P EST with translation services available outside of those hours) Be sure to have the following information ready about the defective unit: Defective Part Number & Serial number Symptom (Detailed description of the failure, including when the product failed (i.e., initial deployment or after a period of time) Company name & ship-to address Contact name, and a valid phone number Note: RMA is valid for 30 days. 25

31 Chapter 7: How to Request an RMA New Hardware Warranty Terms If you purchased your new hardware directly* from ARRIS, please see the ARRIS Terms and Conditions of Sale for standard warranty details per-product or any unique purchase agreement in place. A repaired or functionally equivalent replacement unit will be shipped within 30 calendar days of ARRIS s receipt of your defective unit, unless otherwise stated in your service contract. * If you are a member of the ARRIS Channel Program, please see for details. Repaired Product Warranty Terms If a repaired unit fails, a repaired unit or functionally equivalent replacement unit will be shipped within 30 calendar days of ARRIS s receipt of the defective unit. The new warranty term will be 180 days from date of repair shipment or the remaining original warranty period, whichever is longer. Types of Hardware Failures A defective hardware unit is categorized as DoA (Dead-on-Arrival) Standard Repair Advanced Replacement New Unit failure within 30 days of shipment In or out-of-warranty unit failure A failure covered under a valid SLA that includes advanced replacement parts. Note: A Return Materials Authorization (RMA) is required for all of the failure types above. 26

32 Chapter 7: How to Request an RMA DoA Replacement Process (See How to Request an RMA ) The DoA Replacement Process is used if you have equipment that fails within the first 30 calendar days of being shipped from ARRIS. Reasonable commercial efforts are made to ship a replacement part within two business days of the DoA replacement request being approved. Replacment notification, RMA # and Shipping Instructions. After DoA request is validated and approved, ARRIS will provide, via , an estimated replacement ship date and a completed copy of your RMA Request Form, which will include your RMA number and shipping instructions. Defective Unit Shipping Instructions Return all ARRIS hardware in ARRIS-approved packaging. You are responsible for repair or replacement charges for damage incurred during shipping, so please pack carefully. Send us only the defective unit. Do not send batteries, external power supply, power cords, manuals, brackets etc. with your shipment when returning defective unit(s). Write the RMA number on the outside of the box. Enclose a copy of the completed RMA form inside the box. Notify the carrier not to split the shipment. Standard Repair Process (See How to Request an RMA ) The Standard Repair Process is used if the unit is not DoA and you have not purchased a servicelevel agreement that includes advanced replacement parts. ARRIS Verifies Warranty Status We will first verify the warranty status of the product. After a product has been verified as In-Warranty, an RMA number will be issued within 1 business day. After a product has been verified as Out-of-Warranty, we will need a purchase order for the repair cost before an RMA number can be issued. A repair quote will be provided. You Receive your RMA # and Shipping Instructions After warranty status is established and a purchase order is received (if required), ARRIS will provide, via , a completed copy of your RMA Request Form, which includes your RMA number and shipping instructions. 27

33 Chapter 7: How to Request an RMA Shipping Instructions Return all ARRIS hardware in ARRIS-approved packaging. You are responsible for repair or replacement charges for damage incurred during shipping, so please pack carefully. Send us only the defective unit. Do not send batteries, external power supply, power cords, manuals, brackets etc. with your shipment when returning defective unit(s). Write the RMA number on the outside of the box. Enclose a copy of the completed RMA form inside the box. Notify the carrier to not split the shipment. ARRIS Screens, Repairs, and Returns Returned units are screened and repaired at an ARRIS Repair Facility. Note: The same unit may be returned, but ARRIS reserves the right to ship a functionally equivalent unit. Advanced Replacement Process (See How to Request an RMA ) The Advanced Replacement Process is used if the unit is not DoA and you have purchased a service-level agreement that includes advanced replacement parts. Before you purchase a service-level agreement that includes advanced replacement parts, you must verify that all equipment, including spares, is in working order. Equipment that has failed or otherwise needs repair prior to the start date of the advanced replacement services is specifically excluded. Technical Support Verifies your Need for a Replacement During the RMA request process, you may be routed to Technical Support to help you troubleshoot your product issue and help determine if a part replacement is needed. You Receive your RMA # and Shipping Instructions After we agree a replacement part is needed, ARRIS will provide, via , a completed copy of your RMA Request Form, which includes your RMA number and shipping instructions. 28

34 Chapter 7: How to Request an RMA Shipping Instructions After you have received your replacement unit, defective unit must be returned within 3 business days unless otherwise noted in your service contract. It is important that you return the defective unit quickly so we can analyze the failure, repair the unit, and return the part to our replacement inventory. If the defective unit is not returned within three (3) business days of your receipt of the replacement part, you will be invoiced for the list price of the equipment and may not be able to open new RMAs. Return all ARRIS hardware in ARRIS-approved packaging. Your replacement part will arrive with a pre-paid air way bill, packing information and instructions for return of the defective part. Send us only the defective unit. Do not send batteries, external power supply, power cords, manuals, brackets etc. with your shipment when returning defective unit(s). Write the RMA number on the outside of the box. Enclose a copy of the completed RMA form inside the box. Advanced Replacement Terms and Conditions The Advanced Replacement clock starts after your ARRIS Technical support engineer has agreed that a replacement part is required and the RMA has been assigned. The clock start time is documented in the ARRIS case-tracking system. Advanced replacement RMAs assigned after 2pm Eastern Time are considered assigned the next ARRIS business day. ARRIS is not responsible for delays outside its control once the replacement unit is in the custody of the courier. If the replacement unit you requested does not correct the problem and additional replacement units are required (regardless of fault), you must open a new RMA. We reserve the right to limit the number of units you request to a reasonable number. If you request more than 1.5 times our average demand for a replacement unit at one time, we will contact you for more information and further diagnostics. We reserve the right to charge you an additional fee for units that are returned and our analysis reveals no-problem-found (NPF). You may be liable for shipping, handling, and diagnostic fees for each unit. 29

35 Chapter 7: How to Request an RMA General Repair Terms and Conditions Repair charges outside ARRIS standard warranty Units found to have failures caused by events outside ARRIS s standard warranty listed in the ARRIS Corporate Term and Condition of Sale policy may be subject to charges and or result in unit to be deemed unrepairable. Customer will be notified in advance if charges apply or unit cannot be repaired. ARRIS reserves the right to charge a fee for in-warranty testing for units determined to be NTF (No Trouble Found). Shipping Delays On rare occasions, a part may not be in inventory, which can cause shipping delays. In these situations, ARRIS pursues all other means to obtain and ship the required part at the earliest possible time. To ensure that you always have the part you need, we recommend you purchase a spares kit to keep at the site. For more information on spares kits, please contact your ARRIS Sales Representative. Due to factors outside of ARRIS s control (e.g., local customs requirements), the shipment arrival date at the customer site cannot be defined. ARRIS will return ship the unit or a functionally equivalent replacement unit to the address provided on the RMA Request Form. Freight and Customs Customer Responsibilities Customer bears the risk of loss or damage until we receive the defective unit. Customer bears the cost of return shipping and customs for return of Standard Repair RMA. ARRIS Responsibilities Clear and unencumbered title to the defective unit passes to us upon our receipt of the defective unit. We are responsible for the freight and insurance charges to ship your replacement unit We bear risk of loss or damage until you receive the replacement unit. ARRIS covers all freight and customs cost for DoA and Advance Replacement RMA s. COTS Servers Warranty Information Some ARRIS products (DAC6000, RADD) are based on Commercial-off-the-Shelf (COTS) Servers. 30

36 Chapter 7: How to Request an RMA HP Warranty ARRIS provides you with the manufacturer s warranty on these servers directly from the manufacturer. NOTE: You are responsible for contracting directly with the manufacturer after the initial manufacturer s warranty period expires. The HP standard warranty coverage is an attribute of the server and "travels" with the server. To check the status of your HP manufacturer s warranty, please use the following: 1. Go to the HP Support Center at 2. Enter your server s serial number to check see its current warranty status. ARRIS CPE (Customer Premise Equipment) Repair For CPE repair services ARRIS uses ASC s (Authorized Service Centers) for both in and out of warranty repairs. In addition, customers may work directly with the ARRIS CPE ASC s for Clean & Screen; Cosmetic Refurbishment; Kitting; and Logistics services. If you do not already have a support agreement with ARRIS and or need information on a Repair Partner to work with please contact out TAC team at: TAC.Helpdesk@arris.com North America Outside North America Spanish Language Support (215) (available M-F 8A-5P EST with translation services available outside of those hours) 31

37 Chapter 7: How to Request an RMA Repair Services Management Contacts EMEA Fatefor Ali (Rocky) Ruf APAC Robin Yang Americas Second Escalation Mostafa Badry Mark Walther, Service Operations Jason Ellerman, Network and Cloud Products Brad Knoll, CPE Products Jon Swire, VP Repair Services

38 Chapter 8: Professional Services Chapter 8 Professional Services With more than 850 technical professionals in over 40 countries, ARRIS Global Services helps service providers grow their businesses by getting to market faster, reducing operating expenses, streamlining operations and ensuring high service availability. We specialize in data and video networks and applications, IP and HFC infrastructure, and the consumer experience. We provide lifecycle services to help operators plan, design, implement and operate their networks and business processes. Our customers choose us to maximize the ROI on their network investments, get to market faster with new services while limiting the risk of operational challenges, to outsource critical aspects of their business operations and to define and integrate complex, vendor neutral solutions. ARRIS Global Services offers a wide array of services to help operators Plan, Design, Implement and Operate networks. At ARRIS, we provide far more than just outstanding technology. Partnering with us means you ll have access to the expertise and technical skill sets necessary to help execute a project of any scale and depth. With the longest heritage and the deepest video, DOCSIS, and IP networking experience in the industry, ARRIS Global Services is pre-eminently qualified to help service providers from Planning to Operations. Today you must have reliable, cost-effective network architectures that will efficiently deliver the feature-rich, lightning fast triple-play entertainment and communications services your subscribers demand. At the same time, you must lay the foundation for future services and 33

39 Chapter 8: Professional Services increasing levels of demand. With ARRIS, you can promise your customers the world. Then simply deliver it. We ll work with you every step of the way from agreement to design to implementation and operations - to maximize your investment and guarantee success. Imagine a single point of accountability for design, deployment and program management. Our nationally recognized award winning Global Services team has the resources and expertise in place to insure flawless, rapid and seamless technology integration. Visit arris.com/services for more information. Lifecycle Services We provide services to help design, implement and operate integrated solutions for ARRIS and third-party products. Wi-Fi Design and Deployment Design, engineering, network integration, construction management, quality assurance and acceptance testing of Wi-Fi networks Planning Services Network Optimization - Analyzing and developing recommendations and applying changes to device and network configurations for cost-effective performance improvement. Operational Consulting - Assessing current operations and developing recommendations to improve cost and performance of key business processes. Technical Consulting - Developing a strategy and agreements to migrate network infrastructure to support long term technical innovations. Network Planning - Detailed engineering of network solutions for voice, video, data and wireless, optimized for seamless deployment. Network Audit - Surveying and auditing of all network elements including strand walkout, RF asbuilts, fiber route and enclosure audit, address audit and collection. Design Services Engineering and Design Design and engineering of new builds, node splits, rebuilds and upgrades. Network Documentation - Documentation of Network Audit findings. Outside Plant Design - Designing or redesigning the outside plant to add service offerings and/or additional clients to a service area. Inside Plant Design - Designing or redesigning the inside plant to add service offerings and/or additional clients to a service area. 34

40 Chapter 8: Professional Services Implementation Services Installation Physical installation of network elements and systems Configuration Developing site-specific configuration of network elements for new installations. Turn Up & Test Powering-up and verifying the configuration of newly deployed network elements and systems. Logistics Managing materials flow and logistics to worksites, including ordering, stocking, kitting, delivery, and reverse logistics. Decommissioning Managing the removal of network elements from service and eventual disposition of those assets whether repurposed, remarketed or recycled. Operational Services Interoperability and Validation Lab Services Testing and procedure development for new technology in a controlled environment on an operator-specific configuration. Documentation Publishing clear, concise and accurate materials to support the deployment, maintenance and day-to-day use of network elements and solutions. Technical Support Providing the right level of technical expertise to resolve any issues that arise with ARRIS solutions. Providing factory-level repairs and repair-related services like kitting and upgrades. Strategic Outsourcing (Managed Services) Managing and performing a functional activity or business process (typically non-strategic) that would normally be executed by operator in-house personnel. Staff Augmentation Full Lifecycle & Core Services Custom Software - Developing custom functionality meet specific operator market requirements. Solution Design, Development & Integration - End-to-end design, development, deployment and integration of multi-vendor solutions to meet market/service requirements. Solution Lifecycle Management - Managing and executing the regular maintenance, upgrades, optimization, and reconfiguration of a network solution from inception to end-of-life. Program Management - Managing and controlling project constraints to ensure project agreements are implemented within scope, schedule and budget. ARRIS Global Services deploys these service capabilities, as needed, to address business challenges and opportunities for our customers in many areas, including: Ad Insertion Solutions Business Process Analysis Commercial Services 35

41 Chapter 8: Professional Services CPE Validation and Acceptance Field Survey and Documentation IPTV Headend Solutions Multiscreen Solutions Network Audit & Migration OSS / BSS Systems Operational Playbooks Preventative Maintenance Proactive Monitoring Service Level Agreement Maintenance Technology Evolution Technology Logistics and Material Management Traffic Management Wi-Fi Solutions Day 2 Services ARRIS offers proactive, "Day 2" services to help Customers maximize their utilization of deployed ARRIS systems. These services move beyond our technical support to provide services and knowledge to help you proactively manage and optimize their network. These services include: ARRIS Performance Improvement Programs Initial offerings for C4, BSR and E6000. The Baseline service provides for the routine maintenance and fine tuning of deployed systems. The advanced service, with Service Analytics, assesses the health and performance of the system and provides recommendations for optimization of the product in the customers' network. ARRIS Mentoring Programs With two levels of involvement, these services are intended to help develop key contributors (Mentees) in the customer organization by matching them with product category expert Mentors for an extended period of time. Initial offerings for C4, BSR and E6000. ARRIS Staff Augmentation Services - Allows the operator to complement their workforce with tailored expertise in areas like wiring, headend/hub maintenance, DC powering, CER/CMTS troubleshooting and advanced support, Wi-Fi engineering, ad insertion, CCAP architecture and specific ARRIS platform expertise for Optronics, HFC, Edge QAM, SDV/VOD, DAC/STB, video processing, video compression and ad insertion. ARRIS Engineering Assistance - Provides phone engineering support for services over and above the operator's standard support agreement, to assist the operator with design, configuration and other operational challenges. Contact your ARRIS Sales Representative for more information. 36

42 Chapter 9: Knowledge Services Chapter 9 Knowledge Services Documentation At ARRIS, we focus on what you need to know to get your job done right. Our content developers and trainers work side-by-side with product development to acquire an in-depth knowledge of the software and systems you use and support. We communicate the intricacies of the software with business owners and operators, so you can realize the value of ARRIS products as quickly and completely as possible. ARRIS products include many of the following resources so you can get the most from your investment: Getting started guides and product overviews Deployment, installation, and configuration guides User Guides, operator guides, and online help Administrative guides, integration guides, and database documentation ebooks, Web help, and hosted implementations Translation and cloud delivery ARRIS also has the capability and understanding to customize documentation to a particular implementation or create custom documents for integrations. 37

43 Chapter 9: Knowledge Services Technical Training ARRIS Global Knowledge Services is committed to our customers--we prepare your workforce to successfully use ARRIS products to achieve their business goals. Our team offers comprehensive training for ARRIS products and services. Our technical training solutions offer these benefits. Providing courses over a broad range of ARRIS products and technologies Offering different delivery methods, removing the need for travel and taking time off work Delivering on-demand, year-round access to training Affording hands-on and online access to ARRIS equipment for lab practice We offer delivery in a variety of flexible methods: Instructor Led Training (ILT) incorporates technical expert lecture, hands-on labs, presentation, printed course materials, and open discussion; either in an ARRIS training facility or the convenience of the customer s site. Virtual Instructor Led Training (VILT) uses technology to allow students to log in from anywhere via internet and complete the same coursework as the traditional classroom. These classes are modular and may be divided up into shorter delivery sessions over more days. elearning is available through our learning portal, ARRIS Academy. ARRIS Academy course are available on-demand in any location. For more information on the training programs we offer, Visit our website: Contact ARRIS Training via at training@arris.com. 38