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 report technical issues and request solutions to them as well as obtain authorizations for warranty and non-warranty product repair services. 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?

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.

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.
  2. Click the Secure Login button button.
  3. Enter your USER ID and PASSWORD in the corresponding fields in the Customer Interaction Center login box.
  4. Click the Submit button.

3. Who can access the Customer Interaction Center?

Access to the Customer Interaction Center is limited to customers that have purchased a RadiSys product directly from Radisys. RadiSys products include any hardware, software, and technical support agreements that provide technical services and product repair services. This also includes distribution channel partners, re-sellers, and integrators of RadiSys. Customers that purchase via a distribution channel partner, re-seller, integrator or other party will not be provided access to the Customer Interaction Center. 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 the system by completing the Customer Interaction Center User Registration Form. To access the form:

  1. Go the RadiSys Support & Service home page.
  2. Select the REQUEST LOGIN link.
  3. Fill in all required fields.
  4. Click the 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.

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 the Customer Interaction Center.
  2. From the Navigation Menu on the left, select New Issue.
  3. Fill in all required fields (1-4) and any optional fields you wish to include.
  4. Click Submit (at top or bottom of screen).

For more information, see Submitting a New Request or Creating a New Issue.

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 the Customer Interaction Center.
  2. From the Navigation Menu on the left, select Service Order (RMA) Request.
  3. 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 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 the Customer Interaction Center
  2. Click on the Incident Number that was assigned to the question/problem in the Call ID column of the Issues History Table.
    • Note: If you do not see the incident (call id) number, use the page navigation arrows at the bottom of the list to view additional items or use the button at the bottom-left of the screen.
    • 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 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 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.

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. 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:
    • Type in one number and press [ENTER] to add the next and repeat until all serial numbers are entered.
    • Type in one serial number and one space, comma or semicolon then the next serial number and repeat until all serial numbers are entered.
    • Type in one serial number and one space, comma or semicolon then the next serial number and repeat until all serial numbers are entered.
    • Paste a list of serial numbers from your windows clipboard.
  5. Click button.

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