Pro Premier Frequently Asked Questions
1. How can I submit a Case?
You can open a case by phone by calling Pro Premier TAC Calling Numbers +1-833-744-4410 (US & Canada) or Pro Premier Express Routing +1-678-259-0835 Code: 7767736 or online using Aruba Support Portal (ASP).
Access to ASP gives the ability to create and view cases, search the Aruba knowledge base, and review product documentation, product advisories, and renewal information. Your authorized IT staff POCs (point of contact) identified in response to the Aruba Pro Premier Welcome Package will be given login credentials to access ASP.
2. What are the toll/international phone numbers for Pro Premier?
3. Will I have a Senior Engineer assigned to my account?
Yes, as a Pro Premier customer, your IT staff will be routed to a pool of Aruba TAC (Technical Assistance Center) Senior Engineers with multi-product expertise. A senior TAC Engineer will take on and prioritize your case and become the single POC for each case. Different cases will often have different Senior Engineers as the single POC. Senior engineers will rapidly triage network anomalies and degradations to help your IT staff enable increased network uptime. TAC support is 24x7x365 remotely and all support is provided in English only.
4. What are the Quarterly Operational Reports (QOR) and how will they be provided?
The QOR reports contain a quarterly snapshot of case-related data including the number of cases, the average time to resolution, the number of RMAs, and other relevant data points. On a quarterly basis, the CSM will schedule and host a personalized QOR meeting providing a service review of these KPIs (Key Performance Indicators) with your key stakeholders and your Account team will be invited. During the QOR, the CSM will also review progress on your desired business outcomes in your CSP (Customer Success Plan) over the past quarter and make any updates to the CSP for the upcoming quarter.
5. What network information do you need and how will it be used?
A copy of a common configuration file(s) for your given use case and high-level network topology is needed to enable and complete your “Know Me, Know My Network Information” (KMKMN) repository. This information will be stored on a secure server and only accessed by those who need it. E.g., Sr. TAC Engineers who will be taking on your open cases.
When you open a case, an Aruba Senior Engineer with advanced expertise in the product will review the KMKMN information. This allows the engineer to quickly become familiar and knowledgeable about you and your network.
If your IT team has submitted the KMKMN information, the Senior Engineer will not have to spend precious troubleshooting time asking preliminary questions, and instead, will be able to start the troubleshooting process quickly. This reduces the time needed by the Senior Engineer to prepare for the incident investigation, reducing your wait time for case resolution and resulting in a superior experience with our TAC.
6. How can I send a copy of the high-level network topology “Know Me, Know My Network Information” (KMKMN)?
You can submit your high-level network topology and documents via email or secure transfer methods. If you prefer to use a more secure transfer method, we can send you a “Kiteworks” link to complete the transfer. When you are ready, send us an email at firstname.lastname@example.org and let us know you would like to obtain a Kiteworks link to transfer your KMKMN files.
7. What is the difference between the Customer Success Manager (CSM) and the Duty Manager (DM)?
Customer Success Manager (CSM): The CSM is your relationship manager – your customer success advocate within Aruba. The CSM will monitor your journey from contract activation, to onboarding, to delivery, and finally through renewal. The CSM will author a Customer Success Plan (CSP) and use it to ensure that Aruba’s service management is in alignment with the CSP. The CSM will also schedule and deliver Quarterly Operational Reviews (QOR).
Your assigned CSM is available 9x5, during business hours in your declared time zone (excluding holidays and weekends).
Duty Manager (DM): The DM escalates technical issues impacting cases not meeting expectations or needing additional resources, the DM also oversees case assignments and all operational follow-up call routing exceptions.
8. What is a Customer Success Plan (CSP) and how is it used?
The CSP is a plan developed with customer participation to define what success with Aruba Pro Premier and Aruba Products and Services looks like to them. The CSP establishes a set of desired business outcomes for the quarter by reviewing customer challenges, benefits they would like to obtain, project milestones, measures of success, and their desired 1-year future state. This plan is maintained by their Aruba CSM and is updated each quarter to reflect current progress and priorities.