FAQ

Customer Interaction Center FAQ

The RadiSys Customer Interaction Center is an internet-based, interactive tool designed to provide you direct access to RadiSys Global Services. It provides a complete web-based portal within which you can manage your technical issues and product service activity. It allows you to obtain authorizations for warranty and non-warranty product repair services. Additionally, with purchase of a Technical Support Agreement, your portal enables you to report technical issues and request solutions to them, view dashboards, run reports, and access other services and solutions. At anytime, you can log in to view updates, current status, ask additional questions, and provide additional information.

  1. What Is the RadiSys Customer Interaction Center?
  2. How do I access the RadiSys Customer Interaction Center?
  3. Who can access the Customer Interaction Center?
  4. How do I obtain a Customer Interaction Center User ID?
  5. How do I ask a new question or report a new problem. How do I obtain technical assistance?
  6. How do I return a product for service? How do I get an RMA number?
  7. How do I check the status of a previously submitted question or previously reported problem?
  8. How do I check the status of a Service Order (RMA)?
  9. What if the RMA Assistant doesn’t recognize my serial number?
  10. How do I obtain a RMA for a product without a serial number?
  11. How do I obtain RMA numbers for several products at once?

1. What Is the RadiSys Customer Interaction Center?

The RadiSys Customer Interaction Center is a web-based application that users may access via the Internet. It requires no downloading or installation of proprietary applications as it makes use of industry standard internet browser capabilities. The Customer Interaction Center provides (2) two portals, Warranty Assistant Self-Service and Premiere Customer Portal, into RadiSys Global Services.

2. How do I access the RadiSys Customer Interaction Center?

The Customer Interaction Center can be accessed by registered users only. You must enter a valid User ID and password to access the system. If you have a User ID, do the following:

  1. Go the RadiSys Support & Service home page at http://www.radisys.com/support.html.
  2. Select the portal you want to access:
    Warranty Self-Service Customers
    a. To obtain Warranty Assistance Self-Service Portal, click the [Warranty] button.
    Premier Customers
    b. To access the Premiere Customer Support Portal, click Premiere Support button
  3. Enter your USER ID and PASSWORD in the corresponding fields.
  4. Click the [Submit] button

3. Who can access the Customer Interaction Center?

Access to the Warranty Assistance Self-Service Portal is limited to customers that have purchased a RadiSys product directly from Radisys. RadiSys products include any hardware, software, or combination. Access to the Premiere Customer Portal is limited to customers that have purchased a Technical Support Agreement. Customers that purchase products via a distribution channel partner, re-seller, integrator or other party will not be provided access to the Customer Interaction Center without the purchase of a TSA.. The first line of support for these customers is the partner through which the products were purchased.

4. How do I obtain a Customer Interaction Center User ID?

You may obtain your User ID and access to your portal by completing the Customer Interaction Center User Registration Form. To access the form:

  1. Go the RadiSys Support & Service home page at http://www.radisys.com/service.html
  2. Select the REQUEST LOGIN link
  3. Fill in all required fields.
  4. Click the Submit Button button.

Within 24hrs of receiving your completed form, RadiSys Technical Support will create your User ID and deliver it to you via email. Registration will be delayed or denied if we cannot confirm any of the required information.

User registration for Premiere Customer Portal users is handled at the time your TSA is put in place. If you are a TSA customer and are having trouble accessing the Premiere Customer Portal, please contact RadiSys Global services. Business hours and contact information can be found on the "Contact Us" page of www.radsisys.com

5. How do I ask a new question or report a new problem. How do I obtain technical assistance?

To ask a new question or report a new problem:

  1. Log into your Customer Portal.
  2. Click the "Log a Case" or "Cases" tab
  3. Fill in all required fields and any optional fields you wish to include.
  4. Click Submit (at top or bottom of screen).

6. How do I return a product for service? How do I get an RMA number?

A Service Order, commonly referred to as an RMA is required for all returns. The quickest method for obtaining a RMA is to use the RMA Assistant. To obtain an RMA:

  1. Log into your Customer Portal.
  2. Depending on your portal do the following:
    a. Warranty Portal users : Select the RMA Activities link
    b. Premiere Customer Portal users: Select RMA Activities tab
  3. Follow the instructions of the wizard-like interface and enter the information when requested. See Using the RMA Assistant for additional information.
  4. Click RMA Button button

7. How do I check the status of a previously submitted question or previously reported problem?

To view the latest status of a question or issue (not including RMA):

  1. Log into your Customer Portal.
  2. Depending on your portal do the following:
    a. Warranty Portal users : Click on the View Cases tab, then select your case number
    b. Premiere Customer Portal users: Select the Cases tab, select the view/list you would like to see, select the Case number

NOTE: RMA status information can not be viewed from this list. Please select View Service Order (RMA) Status from the Navigation Menu to view RMA status information. More on this topic can be found in "How do I check the status of a Service Order (RMA)?" below.

8. How do I check the status of a Service Order (RMA)?

The quickest method for viewing the status of a RMA is to use the RMA Assistant. To view the latest status of a service order (RMA):

  1. Log into the Customer Interaction Center.
  2. From the Navigation Menu on the left, select View Service Order (RMA) Status.
  3. Follow the instructions of the wizard-like interface and enter the information when requested. See Using the RMA Assistant below for additional information.
  4. Click Find RMA button

9. What if the RMA Assistant doesn’t recognize my serial number?

If you have confirmed that you have entered the serial number as it appears on the RadiSys serial number label of the product, do not stop. Please continue with the process and click the RMA Button button. The Web RMA Assistant will assign a Customer Interaction Center Issue number to your request and a member of Global Services will contact you to follow-up and resolve.

10. How do I obtain a RMA for a product without a serial number?

The quickest method for obtaining a RMA is to use the RMA Assistant. To obtain an RMA:

  1. Log into the Customer Interaction Center.
  2. From the Navigation Menu on the left, select Service Order (RMA) Request.
  3. Follow the instructions of the wizard-like interface and enter the information when requested. See Using the RMA Assistant for additional information.
  4. When asked to enter a serial number, enter "UNKNOWN" or "NOT SERIALIZED".
  5. When asked to enter a Product Code, enter the RadiSys part number of the product.
  6. Please continue with the process and click the Request RMA button

The Web RMA Assistant will assign a Customer Interaction Center Issue number to your request and a member of Global Services will contact you to follow-up and resolve.

11. How do I obtain RMA numbers for several products at once?

The quickest method for obtaining a RMA is to use the RMA Assistant. You may enter several serial numbers at one time. To obtain an RMA:

  1. Log into the Customer Interaction Center.
  2. From the Navigation Menu on the left, select Service Order (RMA) Request.
  3. Follow the instructions of the wizard-like interface and enter the information when requested. See Using the RMA Assistant for additional information.
  4. 4. When asked to enter a serial number, enter the RadiSys serial number of all the products for which you wish to obtain a RMA number. The field will allow you to enter numbers in several ways:
    a. Type in one number and press [ENTER] to add the next and repeat until all serial numbers are entered.
    b. Type in one serial number and one space, comma or semicolon then the next serial number and repeat until all serial numbers are entered.
    c. Paste a list of serial numbers from your windows clipboard.
  5. Click the Request RMA button

    Premier Support

    If you have a Technical Support Agreement, please sign in below to request RMA assistance as well as Technical Support.

    Warranty Support

    Warranty Repair and Software Technical support assistance. Customers can request an RMA through our Self-Service Portal by logging in below.

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