Aruba Support Program
ArubaCare Support protects the investment made by Aruba customers and augments their support resources.
ArubaCare provides ready access to: the Aruba Technical Assistance Center (ArubaTAC) for technical support, the Aruba Support Center, all software releases including updates and upgrades, and an advance hardware replacement service. ArubaCare Next-Day Support contracts cover products for a period of twelve (12) months from the date of shipment.
The following table provides a comparison of ArubaCare to our standard warranty. For the specific terms and conditions governing the provision of ArubaCare support programs, please see the ArubaCare Terms and Conditions.
Global ArubaCare Support
|Feature||Software Warranty||Hardware Warranty||ArubaCare Next-Day|
|8 x 5 ArubaTAC Access||✔||✔|
|24 x 7 ArubaTAC Access||✔|
|Software Bug Fixes/Patch Releases||✔||✔||✔|
|Software Maintenance and Feature Releases||✔|
|Access to Aruba Support Center||✔||✔||✔|
|Product Alerts and Bulletins||✔||✔||✔|
|45-Day Return to Factory Parts||✔||✔|
|Advance Hardware Replacement||✔|
|Duration||First 90 days||First 12 months||12 months|
|Products Covered||All products||All products||All products (Access Points optional)|
ArubaCare Next-Day Support
The ArubaCare Next-Day Support program provides a complete set of technical support services, providing the ultimate in customer care around the clock and the world. ArubaCare Next-Day Support applies to mobility controllers, chassis, line cards, power supplies, supervisor cards, access multiplexers, software modules and spares. Support for access points, antennas, and all AP accessories is optional.
The ArubaTAC is an invaluable asset and vital component to quickly addressing customer support issues. Experienced Aruba engineers are rigorously trained to provide timely technical expertise for customer installation, hardware, configuration, and software issues. These support specialists understand customer business requirements, and use proven troubleshooting, problem solving and network design skills to resolve problems in the shortest time possible. As an ArubaCare Support subscriber, customers have unlimited access to Technical Support Engineers via email or telephone. With the ArubaCare Support programs, the ArubaTAC engineers respond to telephone technical support questions within one (1) hour, twenty four (24) hours a day, seven days a week, 365 days each year for all Priority One* issues.
Software Maintenance and Feature Releases
Only ArubaCare Support customers have complete access to all software releases, including minor and major feature releases. All Software is available for download via the Aruba Support Center.
Aruba Support Center
Proactive problem prevention is provided through the Aruba Support Center at https://support.arubanetworks.com. This site gives customers 24×7 access to critical technical information, such as FAQs, field alerts, release notes, product documentation, best practices documentation and product software and firmware updates and upgrades.
Advance Hardware Replacement
Aruba will ship any replacement part by the next business day for all replacement requests. An RMA number is issued and defective equipment/parts must be returned immediately after the replacement is received. If the faulty equipment is not returned within 30 days, customers are invoiced.
A Priority One (P1) situation is defined as any highly critical “down” Aruba system or service outage in a live production environment that results in catastrophic degradation of overall network performance and/or significant reduction in capacity. Under such circumstances ArubaCare support agreements provide callback within one hour. In any emergency, always contact the ArubaTAC by telephone to open a case immediately. For lower priority issues please feel free to use email to begin the escalation process. P1 critical situations are immediately routed to Aruba engineers.