Submitting a New Request or Reporting an Issue
Obtaining technical solutions and product service is easy. Follow these steps to get the solutions you need.
Create the Request
| Step 1. | Create a New Request: Select New Issue from the Navigation Menu. |
| Step 2. | Select a Request Type: Make a selection from the list in box 1. You may select from:
For more information about request types, please see Request Types section. |
| Step 3. | Select a Support Contract: Make a selection from the list in box 2. The list will contain all support contracts for which you have been identified as an authorized user. |
| Step 4. | Select a Priority for the Request Type: Make a selection from the list in box 3. The list will contain the list of priorities available for the contract you selected in box 2 (step 3). Typically, you may select from:
For more information about priorities, please see Priorities section. |
| Step 5. | (Optional). Enter a Short Description: Provide a short description (up to 60 characters) of the request or issue in the Short Description box. |
| Step 6. | Enter the Complete Question or a Detailed Description of the Issue: Enter the complete question and/or a detailed description of the issue in box 4. You may copy/cut & paste any type of text into this field. |
| Step 7. | (Optional). Enter Additional Detail Information: Fill in as many fields as possible or desired. These fields only appear when certain request types are selected in box 1 (step 3). |
| Step 8. | Click Submit. Click the Submit link at the top or bottom of the screen |
You will immediately receive a Customer Interaction Center Incident Number followed by a confirmation email that is immediately sent your email address.
Request Types
We’ve created several “Request Types” for you to select from. The most commonly used are Technical Support and Hardware Services. For faster service, go back to the Navigation Menu and select Service Order (RMA) Request to create a RMA or select View Service Order (RMA) Status to view the status of a RMA. The complete list of request types is below.
| Request Type | Description |
|---|---|
| Technical Support | Requests for assistance with installing, configuring, and setting up a Radisys products (i.e. technical information, technical specifications, “how to”, etc.). |
| Hardware Services | Requests associated with product repair/service (i.e. RMA expedites, serial number issues, repair quotes, warranty status, RMA numbers, RMA status, etc.). Use the Service Order (RMA) Request and View Service Order (RMA) Status links on the Navigation Menu to create and view a RMA more quickly |
| Account Administration | Requests related to your Customer Interaction Center user profile/account (i.e. name changes, addresses changes, username and password changes, etc.). |
| OS-9 | Requests for assistance with installing, configuring, setting up, and using OS-9. |
| General Questions/Comments | Use to submit comments and feedback regarding our products and service or to ask general questions when product service or technical support is not needed. |
Priorities
Priority Definitions
The complete list of Priority types with definitions is below.
| Priority | Name | Definition |
|---|---|---|
| 1 | Critical | Issues that cause production lines to be down, immediate delay of design schedule. Issue causes a crash, system hang, loss of data and there is no acceptable work around. Conditions that severely affect service, capacity/traffic, billing and maintenance capabilities and require immediate corrective action, regardless of time of day or day of the week such as:
|
| 2 | Major | Issues impending impact to design schedule or shipment. Issue causes a crash, system hang, loss of data and there is an acceptable work around. Permanent fix needs to be identified.
Conditions that seriously affect system operation, maintenance and administration, etc., and require immediate attention. The urgency is less than in critical situations because of a lesser immediate or impending effect on system performance, customers and the customer’s operation and revenue such as
|
| 3 | Minor | A loss of functionality or deviation from documented functionality that has no immediate revenue or customer impact and does not have a significant impact on the functionality, usability, reliability, performance, or serviceability (FURPS) of the product. Conditions that do not significantly impair the function of the system. Problems that do not significantly impair the functioning of the system and do not significantly affect service to customers. These problems are not traffic affecting. |
| 4 | Normal | Minor product issue. Product missing minor functionality or specification. No schedule or shipment impact. |
| 5 | Low | Minor product issue. Suggestion for enhancement or future change. No schedule or shipment impact. |
Selecting the Appropriate Priority
Please make every attempt to select the priority type that is appropriate for your issue. We reserve the right to reset priorities of requests to reflect what we believe to be the true priority of the issue. Resetting may or may not occur after preliminary investigation or analysis of the facts of the issue being reported. This may involve a discussion with the party reporting the issue or other contacts/representatives that may have been previously designated in a support agreement.
