ADVA OPTICAL NETWORKING CUSTOMER PORTAL USER GUIDE

ADVA OPTICAL NETWORKING CUSTOMER PORTAL USER MANUAL
Contents
SECTION 1 Overview ................................................. 3

1.1 Purpose ....................................................................... 3
1.2 Navigating within the portal ........................................... 3
SECTION 2 Case Management Technical Support ........ 4
2.1 Creating a Technical Support Case .................................. 4
2.2 Understanding Technical Case Fields ............................... 7
2.3 Uploading attachments................................................. 10
2.4 Knowledge Base Search ............................................... 12
2.5 What happens next? .................................................... 13
2.6 Updating and monitoring your cases .............................. 13
2.7 Adding case comments................................................. 13
2.8 Monitoring your cases .................................................. 14
2.9 Resolving and closing cases .......................................... 16
2.10 Understanding case status ............................................ 18
2.11 Contacting ADVAs TAC Service Team ............................ 19
SECTION 3 Case Management - RMA ......................... 20
3.1 Create RMA Case ......................................................... 20
3.2 Cloning RMA cases ....................................................... 24
3.3 Linking RMA & Technical cases ...................................... 24
3.4 RMA Tracking Information ............................................ 25
3.5 Return of the defective unit .......................................... 26
3.6 Defective unit repair .................................................... 26
3.7 Repair Tracking & Reporting ......................................... 26
3.8 Repair Report .............................................................. 27
3.9 Repair Report ADVA RMA Policy ..................................... 27
3.10 ADVA Repair Classification and Handling......................... 29
3.11 Responsibilities of both parties ...................................... 30
3.11.1 ADVA Responsibilities ............................................. 30
3.11.2 Customer Responsibilities ....................................... 30
3.11.3 Shipping Terms and Conditions ................................. 30
3.12 Exclusions ................................................................... 30
SECTION 4 Sales Order Management ......................... 31
4.1 Sales Orders Status ..................................................... 31
4.2 Sales Orders tracking ................................................... 33
SECTION 5 Libraries & Content ................................. 37
5.1 Libraries Overview ....................................................... 37
5.2 Accessing libraires & content ......................................... 38
5.3 Searching for content ................................................... 40
SECTION 6 Coop Fund.............................................. 43

6.1 How to view the Coop fund balance ............................... 43
SECTION 7 Customer Portal Support .......................... 45
2 Version 1.12 28 April 2015

SECTION 1 OVERVIEW
1.1 Purpose
This document provides an overview of the functionality provided by the ADVA Optical
Customer Portal. Each section provides detailed steps on how to use and manage the
functionality available.
The Customer Portal is accessible at www.advaoptical.com/en/customer-login.aspx.
1.2 Navigating within the portal
Once you have logged into the system you will have access to one or more of the following
functions:
Technical Case Creation

RMA Case Creation
Sales Order Status
Libraries
Partner Budget (Coop Fund)
Articles
These tabs are located at the top part of the screen and will be available to you according
to your access rights.
For any questions regarding customer portal access or functionality please contact us at
Customer-Portal-admin@advaoptical.com

SECTION 2 CASE MANAGEMENT TECHNICAL SUPPORT
This section describes how to submit support requests to ADVAs TAC Service.
2.1 Creating a Technical Support Case
In order to submit a new Technical Support Case, select the Cases tab on the menu bar
or you can click the support icon, click on the create new case and in the New Case
window select the case type New Technical Case Portal and press continue;
The contact name and email address is automatically populated.
The account name displayed is the account where the contact details are held.

Enter the project phase.
Then enter the project line.

Depending on your support entitlement the system will automatically select the account
the case is being raised against.
If you are entitled to raise cases for other customers such as end customers then more
accounts can be displayed . In this example you would select from the list the correct
account and tick the box.
The system then shows the entitlement that is setup against the account.
Enter all of the case details, mandatory fields are highlighted with a red bar.

2.2 Understanding Technical Case Fields
The following section provides an explanation of the user editable fields that may be
populated in a technical case and the content of those fields;
2
1
3
4
6
5
7

Note: Fields marked with a red bar are mandatory.
1. End Customer: Free Text, optional;

a. This field allows you to enter the name of your end customer for reference,
if desired.
2. Customers own reference number: Free Text, optional;

a. This field allows you to enter your own internal case reference number if
required. The value entered here will automatically be included in the
subject line of any email correspondence related to your case.
3. Case classification/Area: Pre-Defined drop down menu, mandatory;

a. These fields allow you to specify the nature of your support request and,
if required, the functional area that is affected. The available options are;
Case classification;
1. Question: where the case is a simple request for information,
2. Assistance: where you require help installing/configuring
equipment.
3. Issue: where you believe there may a genuine technical fault.
Area: (Note this field only becomes active when the Case
classification is set to issue)
1. Hardware
2. Software
3. Firmware
4. Configuration
5. 3rd party equipment
4. Severity: Fixed/Pre-Defined drop down list*, mandatory;
a. For customers under 24/7 coverage, only cases with Minor severity (as
defined by TL9000) should be submitted via the customer portal. In the

case of Major or Critical severity we kindly ask that customers contact ADVAs
TAC Service team directly.
b. Customers under 8x5 coverage only, cases with Minor or Major severity
(as defined by TL9000) can be submitted via the customer portal. In the
case of Critical severity we kindly ask that customers contact ADVAs TAC
Service team directly.
5. Business priority: Predefined drop down list, optional;

a. This field allows you to indicate the priority of your case in terms of
business impact, the selectable options are;
Low
Standard
High
b. Note that there is no direct correlation between this field and the technical
severity, which is defined by TL9000.
6. Date of first occurrence: Date stamp, optional;

a. This field allows you to indicate when the reported issue was first observed
by your end customer.
7. Subject: Mandatory;
a. This field allows you to state the case issue.
8. Software/Firmware/Hardware versions: Free text;

a. The software field allows you to state the affected software version. This
field is mandatory and wherever possible this should be populated with
the correct software version, if this is not known at the time of raising a
case may be populated with xxxx
b. Firmware and hardware fields allow you to enter the affected

firmware/hardware versions if known. These fields are optional.
9. Subject and fault description fields: Free text, Mandatory;

a. The subject filed can be used to enter a summary of the cases subject.
b. The fault description field is used to provide a detailed description of the
support request.

Once all information has been entered in the case view, click the submit
button to submit the case.
If any mandatory fields have been left blank, or incorrectly filled in, the portal
will return an error message advising you what the error is and allowing you to
correct it before re-submitting the case.
Once the case has been successfully submitted the user will be automatically
redirected to the case details page, as per the example below;
If any of the entered information is incorrect, the case can be updated by

clicking on the edit button and submitting the case again once you have made
your corrections.
2.3 Uploading attachments
Once a case has been submitted, users can upload attachments to the case via the portal
for the attention of the service team. This could be network diagrams, screenshots,
backup database files, packet captures and so on.
To upload an attachment to the case, click on the attach file button in the attachment
section of the case view, the user will automatically be redirected to the file attachment
page;

Use the browse button to browse to the file on your local machine and then select
Attach File. Once the file is uploaded the file will be displayed at the bottom of the
screen;
Repeat steps 1 & 2 to upload multiple files, once you have uploaded all files, select
Done to return to the case view page the attached files will be displayed in the
attachment section of the case view;

Attachments can be viewed, renamed or deleted by simply clicking on the file name in
the case views attachment section.
2.4 Knowledge Base Search
When a technical case is submitted the system will automatically search the articles in
the knowledge base to locate articles that may be of assistance. The Search field looks
through the title, summary, content and attachments for an exact match.
It does this by searching on the Subject text that is entered. Results are displayed
and can be downloaded. To filter results, select an entry from one or more drop-downs.
The number of articles will reduce with each selection search.
You can also search for articles to assist you independently without raising a case.
Simply click on the Articles tab and enter text into the search field.
You can also filter results by choosing an entry from the drop down boxes.

2.5 What happens next?
Once a case has been submitted you will be sent an email notification confirming the case
details (including the case number) and the case will be automatically forwarded to ADVAs
TAC Service Team.
On receiving your case, a TAC engineer will be assigned to the case and you will receive
a further notification confirming that the case is in progress and the name of the engineer
who will be responsible for processing your query;
2.6 Updating and monitoring your cases
Users can update and monitor, add & respond to comments on their open cases via the
portal using the edit and comment features, as well as a range of case views and search
options.
2.7 Adding case comments
Users can add comments to their open cases, for example if you have been requested to
provide additional information to help process your query.
Comments can be added, edited and deleted in the comments section of the case view
page, furthermore, comments added by the TAC engineer in reference to your query can
be viewed in this area;

To add a comment, simply click on the Add Comment button and you will be redirected
to the case comments edit page;
Enter your comments and select save, the comment will automatically be displayed in
the comments section of the case view page. Note that the assigned case owner is
automatically notified of any updates you may make to the case, prompting them to
check any new comments/attachments/updates to the cases
2.8 Monitoring your cases
The customer portal provides a number of pre-defined case views and additional search
options to allow you track and monitor your cases.
In the case homepage select the required view from the drop down menu;

All Cases;
o This view will display all cases that have been submitted by you and your
colleagues for any product line.
My cases;
o This view will display all case you have submitted, regardless of status.
My Open Cases;
o Displays all currently open, in progress or resolved cases you have
submitted.
My updated cases;
o This view displays all case you have submitted which have been updated,
for example status changes, new case comments and new attachments
uploaded to the case.
Recently viewed case;

o A list of all recently viewed cases.
The search function allows users to search for cases based on a range of criteria. The
basic search function in the case view allows user to search on the content of a cases
subject line or case number;

The advanced search option provides enhanced search capabilities, allowing the user to
search on content such as case comments, supporting the use of Boolean equations
(AND, OR etc) to refine your search further;
2.9 Resolving and closing cases
As your case progresses the assigned TAC engineer will follow up to provide a solution
and once the solution is verified, the case status will be updated to resolved.
The details of the solution will also be entered in the description and solution section of
the case view for reference and you will also receive a Resolved notification to serve as
written confirmation of the agreed solution;

If no further action is required, then the case will be closed by the assigned TAC engineer,
with a closure notification being sent for your confirmation;
On occasion, the solution we provide may be a workaround while we seek a

permanent fix (by means of software upgrade or similar). In such instances the case
will remain open in the state Resolved until the scheduled fix is released and we
have verified the fix with you before closing the case.
Users also have the option of closing a case themselves, if for example you have
resolved your query and no further assistance is required.
To do so simply click on the Close Case button in the case view, set the status to
Closed and enter the solution and solution description, then click on submit;

The case status will be updated automatically and the solution information displayed
in the case view;
2.10 Understanding case status
The following section provides an overview and definition of the different statuses that can
be reflected in any given case;
Open Your case has been submitted to ADVAs TAC Service Team.
In progress Your case has been assigned to a TAC engineer.

Information requested Information requested by TAC Engineer from the
customer to proceed with the case.
Solution Notified - The issue is a potential bug, and that a solution plan will be
provided.
Solution Provided - Final Solution or workaround provided to the customer.
Awaiting approval.
Restored A solution/workaround has been provided.
Closed All outstanding actions resolved, no further assistance required.
2.11 Contacting ADVAs TAC Service Team
Global Support support@advaoptical.com

SECTION 3 CASE MANAGEMENT - RMA
This section describes how to handle RMAs with ADVA from an end to end view starting
with requesting a RMA.
3.1 Create RMA Case
To create a RMA Case, click on the Cases tab or icon.
Then click create new case and select case record type RMA from the pull-down menu;

The contact name, email address and account name is automatically populated. You can
enter a contact phone number if needed. Click next.
Each Serial number normally belongs to one part number this part number is then
displayed automatically. There are few exceptions where more than one part numbers are
linked with the serial number. All part numbers are then then shown, and you have to
select correct part number.
If this number differs to the on the unit this can be changed and inputted manually.
Enter the subject and fault description and then click next.
Next step is to enter the Shipping Address and the Billing Address there are 2
options for both.
By selecting the drop down tabs as highlighted you have the option of selecting the
default shipping and billing address which automatically populates the fields. These
addresses are linked to the information held in our system.
If the default addresses are incorrect a new address can be entered manually.
Mandatory requirements are highlighted with a red bar.

Depending on your support entitlement you may have the option to select from a number
of entitlements. If this is an option then select the correct one by selecting the tick box.
When only one support entitlement is setup then this will be displayed and will already be
selected.
Click next.
Next step is to select from the drop down list the requested service
Repair
Swap in Advance
Upgrade
If you are requesting an upgrade or a Swap in Advance then you will be prompted to
provide us with the requested software version.
The entitlement information of the defect unit is filled in automatically according to the
asset details kept on the system. If the serial number is located in the system and a part
number associated then the entitlement information will be set to Covered by Maintenance
agreement.

If the serial number is not located in the system then the warranty status will be setup to
Under Investigation and will be updated manually afterwards by the RMA Co-Ordinator
with the correct entitlement information
If the unit is out of warranty a customer PO reference is required prior to start of repair.
If the PO number is not known at the time of raising the case, please state unknown
and the RMA Co-ordinator will then get in contact with you to request this.
Please note that we will not be able to process your RMA until a valid PO number is
provided.
When you have submitted the case this will be sent to the RMA team for processing and
you will automatically receive a notification of the case number and details by email.
Email notifications are also sent out when the case has been modified so when the RMA
acknowledgement is attached to the case, when the case has been opened by the RMA
team and when the case has been closed.
To update shipping and billing address information after your case has been saved, please
advise us of the new details by adding a case comment, including the new address
information.

3.2 Cloning RMA cases
Each RMA case that is raised can be cloned by clicking the clone tab.
This then creates a new RMA case.
3.3 Linking RMA & Technical cases
Create & link multiple RMA cases directly from the related Technical Case!
This capability allows our Service Agents & customer Portal users to create RMA cases
directly from the originating Technical case;
Improved tracking & traceability
Individual tracking of your returns
Case information is automatically copied across
Request Root Cause Analysis report set by default
Hyperlink between linked cases for quick & easy navigation

To create an RMA case directly from the originating Technical case, simply click the
Create RMA Case button in the Technical case view;
The system will prompt you to confirm if you want to clone the record.
Case subject, product line, fault description are automatically copied from the
Technical case. Case details can be modified as needed by the user.
Request Root Cause Analysis Report check box auto-filled.
Hyperlink between linked cases for quick & easy navigation.
3.4 RMA Tracking Information
To track the delivery status of an outbound shipment simply search for the RMA case
that you wish to view.
The carriers tracking number is displayed along with the tracking number link simply
click onto the hyperlink to view the current status.

Once selected you are then directed to the carriers website which then shows you the
detailed result/status of the outbound shipment.
The tracking number is only setup for the following carriers FedEx, DHL, UPS and TNT.
3.5 Return of the defective unit
The defective unit must be returned to ADVA Repair Center, as advised in RMA
Acknowledgement, at the requesters expense (see also related clauses in ADVA RMA
Policy). The delivery must be clearly marked with ADVA RMA number on outside of the
box.
A PO must to be provided for Out-of-warranty RMAs. Where there is a valid Maintenance

Support Agreement (MSA) in place between ADVA and customer which covers out-of-
warranty repairs, no Purchase Order is required.
3.6 Defective unit repair
ADVA will repair the defective unit and will return it immediately to the customer ship-to
address. ADVA will return the unit at the ADVAs expense. DDU Incoterms will apply.
If the unit is damaged due to improper use, warranty will not apply and standard repair
charges will made.
3.7 Repair Tracking & Reporting
You can check status of all your submitted RMAs by selecting the appropriate view from
the pull-down menu.

3.8 Repair Report
For each RMA ADVA creates a repair report which details on repairs and tests made. This
report will be forwarded by email to the RMA requester.
3.9 Repair Report ADVA RMA Policy
If the terms & conditions in your service contract or Maintenance Support Agreement do
not specify repair, the ADVA RMA Policy terms will apply.
In-warranty repairs and repairs covered by maintenance contracts are only free of charge in
cases whereby equipment was used as specified by ADVA and not damaged by customer
mishandling
Out-of-warranty repairs can only be authorized against a valid customer purchase order
number .
All Firmware and software will remain as loaded on the returned unit, unless otherwise
requested.
ADVA will authorize the return by providing an RMA number;

1. Customers must clearly mark the outside of the boxes with the RMA number.
2. Customers must only return items to ADVA which have been authorized with a valid RMA
number.
3. Shipments received by ADVA without the RMA number will not be processed and will be
returned to the Sender (Shipping costs and handling fee of 100,- EUR per shipment will be
charged).
4. Enclose the packaging slip and the approved RMA acknowledgement for every return to
ADVA.

5. Returned equipment damaged due to use of non original packaging will be invoiced for
repairs regardless of warranty status
6. Unless otherwise contractually agreed, prepaid shipments are only to be made to the
following addresses
Return Address for FSP 3000, FSP 3000R7, FSP 2000, FSP II, FSP 500, FSP
150CP/Mx and CM, FSP 1500, HN 4000/HN400 is
ADVA Optical Networking SE

Attn: RMA Return
Maerzenquelle 1-3
98617 Meiningen Dreissigacker
Germany
Return address for FSP 30000 RR/RE and FSP 150CC is
ADVA Optical Networking

Attn: RMA Return
5765 Peachtree Industrial Blvd
Norcross, GA 30092
United States of America
Return address for OSA Products is
Oscilloquartz SA
Attn: RMA Return
Rus des Brevards 16
CH 2002 Neuchatel
Switzerland
RMA numbers are only valid for 30 days from the date of issue.
Should ADVA decide to send equipment for advance replacement (swap), but the defective
equipment not received by within 30 days, customer will be required to buy the equipment at a
price to be determined.

In cases where is no fault description is available, or the described fault cannot be re-produced
by ADVA (irrespective of warranty status), or a password reset is required, ADVA will perform a
full module test and invoice a Standard Module Test Fee.
To receive prices for all out-of-warranty repairs please contact with your
ADVA sales representative.
3.10 ADVA Repair Classification and Handling
All repair items shall be classified into the following four classes:
FRU Class Description Examples

A Units classified as A are active optical units, Typical Class A FRUs are
which can be swapped, and repaired optical interface units
B Units classified as B are active non optical Typical Class B FRUs are
units, which can be swapped, and repaired Power Supplies
C Software items are classified as C, and are not Software CDs

supported by Spare Part Service.
D Units, and items, which cant be repaired are Optical jumper cables,
classified as D, and are also called mechanical items like racks
consumables. These items will be replaced by
new items, once they were damaged.
ADVA Repair Handling;
1. Items classified as FRU A, B, and D will be repaired or replaced if

within the warranty period.
2. Items which are out of warranty and classified as FRUs A and B will
be repaired according to the service contact or according to the
ADVA RMA policy.
3. Items which are out of warranty and classified as FRU D will not be
authorized for repair

3.11 Responsibilities of both parties
3.11.1 ADVA Responsibilities

Verification of entitlements for the defect unit and confirmation to customer.
Repair of the defect unit.
Return of the repaired unit to the customer.
Provision of the Repair Report (PDF).
3.11.2 Customer Responsibilities

Request authorization for returning the defect unit (RMA).
Return the defect unit according to the RMA instructions.
Provide return address including contact details.
Raise purchase order in advance for an out of warranty RMA.
3.11.3 Shipping Terms and Conditions

Customer is responsible for the transportation of the defect unit to ADVA, DDU
(Delivery Duty Unpaid) (INCOTERMS 2000).
ADVA is responsible for the transportation of the repaired unit back to the
customer, DDU (INCOTERMS 2000).
3.12 Exclusions
This option does not apply to written designs provided by the Customer
unless the defects in the Customers designs are due to the ADVAs
specifications.
Mishandled, damaged, and No Fault Found units are not covered by ADVAs
repair warranty and will be invoiced according to current price list.

SECTION 4 SALES ORDER MANAGEMENT
This section describes how to find, track and manage your Sales Orders.
4.1 Sales Orders Status
To see the status of your sales orders, click on the Sales Order tab or click on the icon.
If you are looking for a specific sales order you can search for it by entering your own
Purchase Order number or the ADVA Sales Order number in the top left hand box. Click
on Go:
The system will display the record for that order, your Purchase Order Number and the
ADVA Sales Order number will both be displayed, along with the Sales Order Status, PO
Date and the Total Value of the order. There are a total of five possible Sales Order
Statuses:
Order Received: the order has only just been received by ADVA and does not yet
have a confirmed planned ship date

Order Scheduled: the order has not yet been shipped, but does have a confirmed
planned date of dispatch
Partially Shipped: With your permission we have shipped some, but not all lines
on the order.
Shipped: The order is in transit, but has not yet been invoiced
Invoiced: The order has been completely shipped and invoiced
If you do not wish to look at one specific sales order, rather a list of orders, then you can
alter the view. From the drop down menu entitled View you can choose to look at All
orders, Orders from the last 3 months or Orders from the past month.
You can then filter on a specific status EG Order Scheduled by highlighting the column
Sales Order Status so that a yellow arrow appears. This will sort the column by Sales
Order status. If you then click on the letter O from the Alphabet Menu Bar you will have
a list of all orders with the status Order Scheduled and Order Received.
By clicking on the Customer PO Number you will be able to view more details of the
sales order:
This will take you to an overview of when the order was placed, the planned ship date,
planned delivery date and the bill to address. You will also get an overview of each order
line. You can drill down into each order line to view it in detail.

4.2 Sales Orders tracking
To see the status of your sales orders, click on the Sales Order tab or click on the link
View your sales orders:
You are also able to track your sales orders from within the customer portal.
Search for the sales order and click onto the customer PO Number you wish to view
This will then take you to sales order in more detail. The tracking number link is
displayed against all sales order line items simply click on anyone of the hyperlinks.

Once selected you are then directed to the carriers website which shows you the detailed
results/status of your sales orders.

The tracking number link can also be located in the sales order line item detail. Click
onto the item that you wish to view in more detail.
This shows the tracking number link as shown.
When a line item includes multiple parts that have been shipped separately at different
times, the new tracking number for the latest shipment will be displayed in the sales
order & line item view.
All historical tracking numbers will be displayed in the line item history view.

Please note that tracking numbers for shipments arranged by ADVA Optical Networking
with any of the following 4 major couriers (FedEx, UPS, DHL or TNT) will only be
provided as a hyperlink in your Sales Orders enabling you to check the progress of your
deliveries online 24/7.

SECTION 5 LIBRARIES & CONTENT
This section describes how to find, view and download content in portal workspaces.
5.1 Libraries Overview
Libraries are used in the portal to store content, which includes product information,
user and support manuals, software files, product notifications and more.
Additionally, users have a dedicated account library for tailored account information,
such as design or test documents.
The content of your dedicated account library is maintained by your ADVA contacts. In
order to have content uploaded to your dedicated account library, or queries concerning
content in your dedicated library, please contact your ADVA representative.
Product content is divided into to two main types;
Product support files

o Release notes
o Software & MIB files
o Troubleshooting guides
o Technical Tips
Product User Manuals

o Installation & Operation Guides
Each product line/variant has dedicated libraries for support or sales content as
applicable.
Libraries access is defined in the terms of your service agreement.
For any queries about libraries access, or content please contact ADVA at;
Customer-Portal-Admin@advaoptical.com

5.2 Accessing libraires & content
To view your libraries, click on the Libraries tab on your homepage toolbar or click on the
icon all libraries visible to you will be displayed in the content libraries overview
homepage;
To view content in any library, click on any library to see the top content in that library
(top content is the most recently uploaded content or content marked as top content by
an administrator)
To view all content in the libraries, click on browse;

To view or download content, simply click on the file and select download, users will see
a preview of the content in the pane on the right of web page and additional information
about the content, such as publication date, file size & portal version information;
Other content/libraries actions user can perform include;
Content or libraries subscription;

o User will be automatically notified by email if specific content or content
within the libraries is updated respectively.
Provide feedback;
o Promote or demote content
o Add, edit or delete your comments on content

5.3 Searching for content
Searches can be performed in any libraries or from the libraries overview homepage;
Searches can be performed using partial or whole file names, for example;
FSP 3000R7
FSP 150CM Release Notes R3.2
And can be additionally filtered by virtue of selecting tags, or file types (.pdf, .ppt etc)

Tags are used in the portal to label content in order to allow users to quickly locate content.
In product support file libraries the following tags are used consistently;
User Documentation
Product Notifications
Technical Tips
Release files - applies to release notes, software & MIB files
Release x.x (release specific tags)
To filter your search, select the relevant tags, such as release files;

SECTION 6 COOP FUND
6.1 How to view the Coop fund balance
To view the Coop Fund Balance click the Partner Budgets tab on the customer portal
homepage.
You can choose which budgets you want to view select either all budgets or just active
budgets from the drop down list. This then shows you a brief overview of the partner
budget status.

To view the budget in more detail click onto the Partner Budget Name this is a live
hyperlink.
This then shows you:

The Account (company name).
The partner budget name, name indicating calendar year of budget.
A tick will be shown if the budget is active.
The owner, which is the ADVA internal administrator of this budget.
Total active budget, which shows the amount earned into the budget.
Approved requests, show the amount of requests approved by ADVA.
Available budget, so the remaining actual balance of the budget.
Approved claims, which show the amount of approved requests where the credit
note is already issued.
Unclaimed requests, that shows the amount of approved requests where the
credit note is in progress.
Created by, which is the ADVA internal administrator information.

SECTION 7 CUSTOMER PORTAL SUPPORT
If you require assistance or have any questions please do not hesitate to contact
ADVA by sending an email to Customer-Portal-Admin@advaoptical.com

ADVA OPTICAL NETWORKING CUSTOMER PORTAL USER GUIDE

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ADVA OPTICAL NETWORKING CUSTOMER PORTAL USER MANUAL

SECTION 1 Overview ................................................. 3

SECTION 6 Coop Fund.............................................. 43

2 Version 1.12 28 April 2015

The Customer Portal is accessible at www.advaoptical.com/en/customer-login.aspx.

1.2 Navigating within the portal

Technical Case Creation

3 Version 1.12 28 April 2015

2.1 Creating a Technical Support Case

The contact name and email address is automatically populated.

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Then enter the project line.

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1. End Customer: Free Text, optional;

2. Customers own reference number: Free Text, optional;

3. Case classification/Area: Pre-Defined drop down menu, mandatory;

4. Severity: Fixed/Pre-Defined drop down list*, mandatory;

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5. Business priority: Predefined drop down list, optional;

6. Date of first occurrence: Date stamp, optional;

8. Software/Firmware/Hardware versions: Free text;

b. Firmware and hardware fields allow you to enter the affected

9. Subject and fault description fields: Free text, Mandatory;

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If any of the entered information is incorrect, the case can be updated by

2.3 Uploading attachments

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2.4 Knowledge Base Search

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2.6 Updating and monitoring your cases

2.7 Adding case comments

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2.8 Monitoring your cases

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Recently viewed case;

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2.9 Resolving and closing cases

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On occasion, the solution we provide may be a workaround while we seek a

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2.10 Understanding case status

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2.11 Contacting ADVAs TAC Service Team

Global Support support@advaoptical.com

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3.1 Create RMA Case

To create a RMA Case, click on the Cases tab or icon.

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3.3 Linking RMA & Technical cases

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3.4 RMA Tracking Information

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3.5 Return of the defective unit

A PO must to be provided for Out-of-warranty RMAs. Where there is a valid Maintenance

3.6 Defective unit repair

3.7 Repair Tracking & Reporting

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