Support Program

ArubaCareTM Support Programs and Premier Service Suite

ArubaCareTM Support protects your investment and maximizes your ROI.

ArubaCare provides ready access to: the Aruba Technical Assistance Center (ArubaTAC) for technical support, the online Aruba Support Center, all software releases including new features releases, updates and upgrades, and an advance hardware replacement service. ArubaCare Next-Day Support contracts cover products for a period of twelve to sixty (12 to 60) 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
Expedited Response
Software Bug Fixes/Patch Releases
(For 90 days)

(For 90 days)
Software Maintenance and Feature Releases
Access to Aruba Online Support Center
Product Alerts and Bulletins
45-Day Return to Factory Parts (NBD Shipment upon RTF)
NBD Advance Hardware Replacement
Duration First 90 days First 12 months 12 months
Products Covered All products All products All products (Access Points, IAP, MAS 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, MAS, IAP, CP, AW, supervisor cards, access multiplexers, software modules and spares. Support for access points, antennas, and all AP accessories is optional.

ArubaTAC Access

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

For all replacement requests, Aruba will deliver any replacement part by the next business day.
An RMA number will be issued and defective equipment/parts must be returned immediately after the replacement is received. Customers will be invoiced if the faulty equipment is not returned within 30 days.

Aruba’s Premier Services Suite delivers proactive support from world-class engineers who are experts in your network infrastructure

According to the Gartner 2014 CIO Agenda, efficiency, effectiveness, integrity, agility, and growth are the top CIO priorities. The Aruba Premier Services Suite is designed exclusively to satisfy these customer requirements. The Premier Services Suite includes Premium Support and Resident Engineer services, which together give customers the flexibility to choose the right level of critical services at the most optimum price point.

Premium Support Overview

Aruba Premium Support takes you well beyond troubleshooting technical issues. Offering unprecedented personalization and exclusivity, Premium Support gives you the highest possible level of priority support services.

Supplemental to ArubaCare™ support, Premium Support is staffed by the very best certified mobility engineers in the Aruba Premium Technical Assistance Center (TAC), who are armed with in-depth knowledge about your specific
network deployment.

You can choose from among four Premium Support packages that best fit your needs. Detailed information about your organization and network infrastructure is entered into the Aruba CRM, which enables your Premium TAC engineering team to quickly respond and resolve issues.

Resident Engineer Overview

Aruba Resident Engineer services provide highly customized onsite operational assistance to your own network IT organization.

Resident Engineers bring the highest-level of mobility engineering skills and know-how to your network IT organization. They have access to the full range of Aruba
system tools, processes and resources and focus on all technical aspects of your Aruba infrastructure.

Working onsite as a member of your own network IT staff, your Resident Engineer has intimate knowledge about your processes and requirements, network configurations and challenges, and your staff’s strengths and expertise.

Equipped with this knowledge, your Resident Engineer is dedicated to helping you avoid common network pitfalls, proactively fixing problems, and promptly summoning technical and engineering resources at Aruba to overcome any unexpected challenges.

*Priority One Situation Definition
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.