ADVA Support Reference Guide

Requests for ADVA support can be received from the following sources:
OPENING
CASES Customer Portal Email Phone
TAC ✓ support@adva.com +1 866 442-2382 (ADVA)
RMA ✓ gsc@adva.com +1 866 442-2382 (ADVA)
4 Hr FLM N/A N/A +1 866 442-2382 (ADVA)

ADVA Customer Portal URL:

https://www.adva.com/en/customer-portal

To open the Customer Portal account or add new users, please contact:
customer-portal-admin@adva.com

Calls received through GSC will result in an immediate case being created. Requests will be responded to based on, the contractual SLA,
severity of the issue and/or specific assistance requested. The primary Technical Support Engineer will respond to requests within the
following response intervals:
Call Center within 20 minutes
TAC cases Email within 1 hour
RMA cases Email within 1 business day

Once the TAC or RMA is generated, you will be provided with the CASE number for future reference.

Attention: All events categorized as Critical should be initiated by phone call to GSC to receive priority. GSC, +1-866-442-2382, will
contact the Central TAC for an immediate response.

Attention: for GOLD/PREMIUM and PLATINUM/PREMIUM PLUS package services - all 4 hour cases (RMA and/or FLM) MUST BE opened
via a phone call to GSC +1-866-442-2382. 4 hour services opened via the portal might not be fulfilled within the contractual SLA.

CASE While opening the case, please provide the following information:

INFORMATION TAC 1. Contact Name (Your name)

2. Account Name (Name of the Company)
3. Product Line (R7, FSP150, NMS/Ensemble Controller, Ensemble Edge Cloud, OSA, etc.)
4. Part Number of Defective Product (if applicable)
5. Serial Number of Defective Product (if applicable)
6. Software Version
7. Fault Description (enter as much info as you can about the problem)
8. Diagnostic Data, Network Diagrams and other relevant documentation (if applicable)
RMA 1. Ship-to Information (including address, on site contact - phone)
2. Contact person opening the case (phone, email address)

ADVA TAC ADVA TAC recommends you take the following steps:

recommendations - Request Customer Portal accounts for all users:

customer-portal-admin@adva.com
- If you wish to have any individual requirements for remote access other than WebEx or TeamViewer please provide us
with details:
Support-ctac-tl@adva.com
- Sign up for Customer Service Notification (CNS):
acns@adva.com
- Request for a service kick-off or review meeting:
Support-ctac-tl@adva.com
- Get familiar with TAC, RMA dashboards available on the Customer Portal
https://www.adva.com/en/customer-portal

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TAC ESCALATIONS
Please ensure a TAC case has been opened prior to initiating an escalation.

In the event the resolution time exceeds the stated SLA timeframes or the resolution statement of a Case does not accurately
reflect the events of the Case, the following escalation contacts within ADVA Customer Service management are available to
address the situation.

For immediate response please escalate by phone.

Normal ADVA Central TAC

response +49 89 89 0665 848 or +1 678 225-8521
time support@adva.com
Level 1 Manager Central TAC
Lukasz Piasek / Maciej Turski
+1 678 225-8522 Support-ctac-tl@adva.com
Level 2 Director Central TAC
Greg Wielbiński
+48 697 711 819 GWielbinski@adva.com
Level 3 Senior Director Customer Service APAC / EMEA Customer_Escalations@adva.com
Achim Wörner
+49 175 4365 840 AWoerner@adva.com

Senior Director Customer Service Americas

Will Lynch
+1 770 356 7201 wlynch@adva.com

Director Customer Service UK & Ireland

Bob Hase
+44 7825 745 608 bhase@adva.com

Critical – conditions that severely affect the primary functionality of the product and require non-stop immediate corrective action,
TECHNICAL regardless of time of day or day of the week such as:
SEVERITY • Product inoperability (total or partial outage)
• A reduction in the capacity capability, that is, traffic / data handling capability, such that expected loads cannot be handled,
ADVA defines technical • Any loss of emergency capability (for example emergency 911 calls), or
severity as per TL9000 • Safety hazard or risk of security breach

Major – Product is usable, but a condition exists that seriously degrades the product operation, maintenance or administration and
To indicate urgency not requires attention during pre-defined standard hours to resolve the situation. The urgency is less than in Critical situations because of
resulting from technical a lesser immediate or impending effect on system performance, CUSTOMER and CUSTOMER’s operation and revenue such as
severity please state • Reduction in product’s capacity (but still able to handle the expected load),
business priority. • Loss of administrative or maintenance visibility of the product and / or diagnostic capability
• Repeated degradation of an essential component or function, or
• Degradation of the product’s ability to provide any required notification of malfunction.

Minor – other problems of lesser severity than Critical or Major such as conditions that have little or no impairment on the function of
the system.

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