Mission critical networks need high performance; in the field as well as the support center. Tarana offers a robust service and support program designed to protect deployed equipment while minimizing service interruptions. Tarana support is included as part of Tarana SMS (Software, Management, Support), an all-inclusive subscription service.
Tarana technical support staff are available 24 x 7 to help customers and partners quickly and easily deploy, manage, and troubleshoot Tarana products in their network. Our follow-the-sun model ensures high priority cases can be transferred seamlessly to provide continuous coverage. All support engineers keep meticulous notes in the case tracking system to ensure all Tarana support engineers are working with the latest details and status of each case.
Customers can open cases online through the Tarana support web site, or by emailing or calling Tarana technical support. Cases are assigned directly to highly trained support engineers for resolution according to skill sets and availability. Resources are prioritized for optimized response to critical issues.
Tarana customers and partners also have access a rich set of technical content that breaks down common questions into easy-to-use information to quickly achieve their support goals.
Available content includes:
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Product documentation and release notes
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Problem-solving knowledge base
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How-to guides
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Technology white papers
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Community forums
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Technical training and certificate programs
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Blogs and videos
Tarana Support Team
Tarana support engineers are trained experts in Tarana products and related technologies and possess a high degree of problem-solving skills. Many support engineers hold specific certifications or advanced degrees.
Support engineers have full accountability for the management and resolution of an assigned case and are the single point of contact for resolution coordination between the customer and Tarana. The support team works closely with the Tarana quality assurance, engineering, pre-sales engineering, and product management teams to expedite support efforts and provide customer feedback on product issues.
At any time throughout the day, an experience support engineer is available to respond directly to customer questions and resolve technical issues. English is the primary language for communication on support cases, however, select members of the support team may be able to offer service in a number of other languages depending on availability.
Support Website
Tarana provides customers with an authorized account to access the Tarana support website at support.taranawireless.com. The support site provides access to the following:
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Product documentation
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Software release notes
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Knowledge base articles on common questions and tasks
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Technical notes providing in-depth explanations to technologies and features
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How-to videos
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Trouble ticket/case reporting
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Community forum to share ideas, questions, and solutions within the Tarana community
Support accounts can be self-registered and should use the organization’s domain for the email address to ensure account information is matched up correctly. For more information, you can use this quick tutorial on account creation.
Once a support account has been created, the preferred method to open a case is via the Tarana support site and will provide fastest access to support representatives. Once a case is created, it is routed to the appropriate person who will get in touch with you as soon as possible. Support site account sign-up is automatic with the first email to support@taranawireless.com.
Telephone Support
A direct hotline lets customers contact a Tarana support engineer at any time, 24 hours a day, 7 days a week for urgent and high severity issues.
Global Support toll number (toll-free in the United States): +1 877 798-2726
Hardware Support
Tarana uses reasonable efforts to repair or replace defective hardware components, subject to certain exclusions as detailed in the Tarana support terms described in this document. This includes, but is not limited to, if the product or component has been damaged, mishandled, or maintained or stored outside of specifications and Tarana instructions.
See the Return Material Authorization (RMA) section below for more information.
Software Support
Products covered by a valid SMS subscription qualify for software maintenance releases and updates as Tarana makes them generally available without additional charge. The contents and timing of all software releases and updates are determined by Tarana.
Customers subscribed to product updates are notified by email when new software releases become available, including release notes and a “What’s New” with a describe of new features and functionality. To adjust your notification level, visit the Tarana support portal.
All support issues follow a lifecycle of care, which is as follows:
Opening a Case
The preferred method of opening a case is via the Tarana support web site. When you report a problem, be prepared to provide the following information:
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Customer name and location
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Problem definition; please make this as detailed and specific as possible
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Model and serial number(s) of the device(s) in question
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Software version(s) running on the device(s) in question
The general principle for case management is “one issue, one case”. If, at any stage in the lifecycle of a case, a subsequent issue is identified a separate case should be opened. This ensures focus of the right resources for each issue and enables accurate tracking.
Severity Level Definition
Issue severity is defined using Telcordia standards (GR-929). Specific severity is determined on a case-by-case basis and in collaboration with our customers. There are three possible levels:
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Urgent - Network is down or not functioning and includes the risk of possible loss of business due to network impairment. The customer and Tarana will commit dedicated resources around the clock until the issue is resolved or downgraded to a less severe level.
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HIgh - Significant service interruption or loss of functionality. Customer feels this issue should be addressed quickly to avoid possible loss of business.
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Normal - Light to moderate impact on existing service. Issue resolution is desirable but not time critical. This can involve aesthetic changes or documentation changes.
Service Level Agreements (SLAs)
SLAs represent targeted response and resolution times based on issue severity. Customers have the option of requesting specific priority for issues which may change target resolution times and severity. Tarana will always strive to meet requested resolution timeframes driven by customer priority irrespective of severity.
Table 1. Response Time and Resolution
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Severity |
Response Time |
Update Frequency |
Target Restoration |
Target Resolution |
|---|---|---|---|---|
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Urgent |
30 minutes |
1 hour |
4 hours |
7 days |
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High |
1 hour |
4 hours or as agreed |
2 business days |
30 business days |
|
Normal |
8 business hours |
3 business days or as agreed |
5 business days |
180 business days |
A business day is defined as 5:00 – 17:00 Pacific Standard Time (PST) for normal severity issues.
Collecting Initial Troubleshooting Information
As needed through the process, a Tarana support engineer may request additional information such as network topology or snapshots. Files may be uploaded through the support web site.
Closing a Case
Upon resolution of an issue, the support engineer will follow up with the customer for approval before closing the case. If the engineer does not receive confirmation within a defined period, they will close the case. The case can be reopened by customer request. Customers can also request closing a case by adding a comment to a case via the support website.
Reopening a Case
If the same problem reoccurs after a case is closed, customers can reopen the case within 30 business days. After this time, a new case should be opened. If possible, the original support engineer will be assigned to the case in order to maintain as much continuity as possible. If the original engineer is not available, the next available engineer will be assigned.
Return Materials Authorization (RMA)
In some cases, hardware may need to be returned to Tarana for repair or replacement. Before returning any hardware, contact Tarana Support to verify the produce is defective. Tarana will issue a Return Material Authorization (RMA) number and provide a return address to send the defective unit for repair or replacement. The RMA number ensures proper tracking and handling of the returned material. Tarana cannot accept any returned products without an RMA number clearly written on the package and shipped to the correct address.
The latest RMA policy and procedure is available online.
Standard Warranty
During the warranty period of twelve (12) months following date of shipment from a Tarana authorized distribution partner, Tarana Wireless will repair (or replace at Tarana Wireless discretion) a malfunctioning product and return a functioning product to the customer’s site within twenty (20) business days of Tarana’s initial receipt of the faulty product.
All RMA requests must go through the Tarana Wireless Technical Assistance Center. Customers may forward requests to Technical Support via email: support@taranawireless.com or via the support site. Return is at the customer’s expense and subject to Tarana’s Return Materials Authorization (RMA) Policies and Procedures.
The customer is responsible for uninstalling and returning defective hardware to Tarana. An RMA is valid for thirty (30) days. If the product — authorized for return — is not received within the 30-day period, the authorization becomes void. Once an RMA is canceled, a product will not be accepted upon receipt by Tarana, but will be returned to the customer at the customer’s expense.
Upon receipt, Tarana will analyze a returned product. If it is found not to be operating within published product specifications, it will be repaired or replaced. If it does operate within published specifications, it will be considered a “No Fault Found” unit, and the customer will be billed a $300 “NFF” charge at Tarana’s then-current rate, which may vary by product. The “NFF” charge applies to all products, whether in or out of warranty, at the time an RMA is issued.
In cases where a unit is found to be irreparable due to external factors, such as lightning damage or corrosive intrusion, Tarana will provide the option of returning the unit for a shipping fee or to scrap at no cost to the customer.
In circumstances where repair is possible but not covered under warranty, Tarana will work on a case-by-case basis to determine an estimate of a for-fee repair. Out-of-warranty products that are repaired are warranted to be free from defects in material, manufacture, and workmanship for ninety (90) days from the date the unit was shipped back to the customer.
Warranty repaired or replaced hardware is warranted to be free from defects in material, manufacture, and workmanship, and will conform to applicable Tarana Wireless’ specifications for the remainder of the original warranty period, or 90 days from the date the unit was shipped back to the customer — whichever is greater.
Re-installation of the repaired or replaced product is the customer’s responsibility and the customer will be responsible for all expenses related thereto.
Software products are provided “as is” and without warranty of any kind. Tarana Wireless disclaims all warranties including the implied warranties of merchantability and fitness for a particular purpose and shall not be liable for any loss of use, interruption of business or indirect, special, incidental or consequential damages of any kind. In spite of the above, Tarana Wireless shall exercise all commercial best-efforts to provide error-free software products and shall offer software updates during the warranty period under this Agreement.
Conditions and Exceptions
All Tarana Wireless hardware and software must be used, handled, installed, transported, stored, and shipped in accordance with applicable Tarana Wireless specifications and documentation.
All warranties are made to the original purchaser and are not transferable.
Repair, modification, or alteration of Tarana Wireless hardware or software by anyone other than Tarana authorized personnel voids the applicable warranties.
Removal or alteration of tamper labels/screws/product labeling including, but not limited to, serial number, revision level, part number, model number or date code will void the applicable warranty.
Proper packaging is to be used for returned items. A product that is damaged due to poor packaging will be returned to the customer, unrepaired, unless the customer agrees to additional charges related to the associated damage. The customer should contact Tarana Wireless for packaging instructions, if the original packaging is unavailable.
Failures due to acts of nature or external equipment (e.g., lightning, electrical transients, over/under voltages, etc.), corrosive elements, abuse, neglect, physical impact, or similar damages are not covered by Tarana’s warranty.
Hardware Eligibility
BNs failing with thirty (30) days after activation in TCS and within the warranty period are eligible for Advance Replacement. Replacements are shipped within one business day after receipt of signed RMA agreement subject to availability of product.
Failed BNs that are outside the advance replacement period as above and within the warranty period are eligible for Return for Repair. RNs that fail during the warranty period are also eligible. A repaired unit or replacement will be shipped within twenty (20) business day after receipt of unit and subject to availability of product.
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