Force10 Networks Service &

Support Guide
January 22, 2008

© 2004 Force10 Networks, Inc. All rights reserved. Force10, the Force10 logo, EtherScale, and FTOS are trademarks of Force10 Networks, Inc. All other
brand and product names are trademarks or registered trademarks of their respective holders. Information in this document is subject to change without
notice. Certain features may not yet be generally available. Force10 Networks, Inc. assumes no responsibility for any errors that may appear in this
document.
Force10 provides a complete portfolio of service and support offerings to help
customers leverage and maintain their network investment. This guide explains the
offerings available to customers and information on how to utilize these services.

Technical Assistance Center (TAC)

The TAC is available 24 x 7 for assistance with configurations, feature implementation,
troubleshooting, and general information. Customers covered by a maintenance program
receive all TAC services with the highest priority as part of their maintenance agreement.

There are three primary ways to contact Force10 TAC:

• E-mail direct support: support@Force10networks.com
• Web: www.force10networks.com/support/
• Telephone support:
US and Canada customers: 866-965-5800
International customers: 408-965-5800

E-mail, Web, and telephone support provide rapid responses from the Force10 Technical
Support Engineers and Sr. Technical Consultants. Typical response is 15 minutes or less
for urgent issues. Normally, our customers use the e-mail option and attach configuration
or diagnostic file information from the product.

Opening a Case with Force10 TAC

Starting on page 7 of this guide are details on using the iSupport website to open and use
an iSupport account. The following is an introduction on how to communicate with TAC.

Force10 uses serial numbers and software versions as a key for all services. If you
suspect a hardware problem, provide the serial number. The serial number can be
obtained for line cards and most chassis subcomponents by issuing a show inventory
command. Power supply and fan tray serial numbers are on each component.

If you suspect a software problem, provide the complete software version number (for
example, FTOS 7.6.1.0). Also, include any symptoms or a complete description of the
problem. If the problem is not urgent, please indicate the priority, as discussed below.

The following information is useful for opening a support case:

Your name*
Your company*
Your phone number*
Your e-mail address*
Module serial number*
Software version number
Symptom description*
Case priority*
Output from a “show tech-support” command
*Information is the minimal requirement to open a case with Force10 TAC.

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Case Priority

Each new case is assigned a priority level based on the severity of the issue. As the case
moves towards resolution, the priority level may change. Customers should utilize the
definitions below to categorize their case priority level.

Priority 1 – Network is down; situation is critical. Force10 Networks and the Customer will
commit dedicated resources around the clock to restore the services.

Priority 2 – Network is operational, but in a severely degraded mode. Force10 Networks

and the Customer will commit dedicated resources as required during normal business
hours to restore the services.

Priority 3 – Network is operational but experiencing minor degradation or minor problems

exist causing minimal impact. Force10 Networks and the Customer are willing to commit
resources as required during business hours to restore service to satisfactory Levels.

Priority 4 – The Customer requires information or assistance on Force10 Networks product

capabilities, installation, or configuration. There is little or no impact to the Customer's
business operation. Force10 Networks and the Customer are willing to provide resources
during normal business hours to provide information or assistance as requested.

Automated Alert Notification

Automated alerts are generated based on problem priority and the elapsed time since the
creation of the case. Time is calculated from case creation until the case is either resolved
or an acceptable workaround has been provided. As an automated alert occurs, the TAC
engineer will provide status to all automated alert recipients regarding progress of the
case. This type of notification is meant to increase the visibility of high priority cases
throughout Force10.

Management Alert Level Priority 1 Priority 2

TAC and Account team Immediately Immediately
Force10 Directors 2 hours 4 hours
Force10 VPs 4 hours 12 hours
Force10 CEO 24 hours 48 hours

Please note that automated alerts are currently defined for P1 and P2 only.

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Force10 Response
Force 10 will respond to all calls and e-mail within one business day. For Priority 1 and 2
cases, the time for a response from one of our expert support engineers is less than one
hour, on a 24x7 basis. Our internal processes allow our support team to respond from
anywhere in the world and at any time of the day. Our goal is to connect you with expert
support professionals in the shortest time possible.

RMA (Return Material Authorization)

In the event of a hardware failure, please contact Force10 TAC to obtain a Return Material
Authorization (RMA) number. If Force10 validates a hardware failure, the RMA number will
be issued for a return of the failed hardware component. Please utilize this number for
tracking and return identification purposes. An RMA number is required for all returned
parts. Force10 Networks reserves the right to refuse shipments that do not have an RMA
number. Refused shipments will be returned to the shipper using collect freight.

RMA under Warranty

Hardware under warranty will be repaired or replaced at Force10’s sole discretion.
Repaired or replaced hardware will be shipped within ten (10) business days after
receipt of the non-working hardware.

RMA under DOA

For up to 30 days after shipment of product from Force10 Networks, product claims
will receive expedited treatment. Once an RMA is issued by Force10 TAC, an
advanced replacement FRU (Field Replaceable Unit) will be shipped next business
day to customer site. A failed FRU must be returned to Force10 RMA facilities
within 30 calendar days. All items not returned within such time frame will be billed
at the full purchase price of the FRU.

RMA under Next Business Day (NBD)

Customers with NBD contracts can request an advanced replacement of the failed
FRU.
North America: For customers in North America, if an RMA is issued by
3:00pm PST, Business Day, an advanced replacement FRU will be delivered
the next business day to the customer site. For RMAs issued after 3:00pm
PST, Business Day, an advanced replacement FRU will be delivered the
second business day to the customer site.

Asia: For customers in Asia, if an RMA is issued by 3:00pm PST, Business

Day, an advanced replacement FRU will be shipped the same business day.
For RMAs issued after 3:00pm PST, Business Day, an advanced
replacement FRU will be shipped the next business day.

EMEA: For customers in EMEA, if an RMA is issued by 3:00pm United

Kingdom time, Business Day, an advanced replacement FRU will be
delivered the next business day to the customer site. For RMAs issued after
3:00pm United Kingdom time, Business Day, an advanced replacement FRU
will be delivered the second business day to the customer site.

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 RMA under Same Day, 4 Hour
Customers with this contract can request an advanced replacement of a failed FRU.
An advanced replacement FRU issued will be delivered within four (4) hours from
the time of the RMA issuance. Requests for four-hour service can be made 24
hours a day, seven days a week, including holidays — 24x7x365.

Failed FRUs must be returned to Force10 RMA facilities within 30 calendar days. All
items not returned within this time frame will be billed at the full purchase price of
the FRU.

RMA under Same Day 4 Hour, plus Onsite Support

Customers requiring replacement of critical hardware parts by an onsite technician
can choose this contract. Replacement parts are delivered within four hours after
the issuance of an RMA by Force10 TAC. Replacement FRU will be delivered and
installed by an onsite technician. Requests for 4-hour hardware replacement by an
onsite technician can be made 24 hours a day, seven days a week, including
holidays — 24x7x365.

Hardware components are fragile. Please utilize packaging material that the advanced
replacement hardware was shipped in. Damage to the returned FRU due to improper
packaging will be the sole responsibility of the shipper. In such cases, Force10 will bill the
shipper for additional cost of repair or complete replacement of FRU.

All returns should be sent to:

Force10 Networks, Inc.

C/O Flextronics International, Bldg.6
2245 Lundy Avenue
San Jose, CA 95131

Education and Training

Force10 provides technical training in our San Jose, CA facility or at customer locations in
all parts of the world. Our training staff focuses on practical knowledge and operational
techniques to maximize the productivity of technical personnel. Trained operators are
better able to design, troubleshoot, and tune the performance of each switch/router for the
best possible network performance and availability.

At the San Jose Training Center

The San Jose, CA Training Center uses a dedicated classroom and actual
Customer Support labs for hands-on experience. The close physical proximity with
development engineering means there are many opportunities for in-depth technical
discussions with the product designers. The flexible curriculum allows the
instructors to focus on areas of group weaknesses or areas of required strengths.

At your Facility
Force10 provides on-site education services, which requires remote access to our
labs for configuration exercises and laboratory experience. The host facility should
provide a sufficiently large conference room for students, computers with Internet
access, and a projector and screen for training materials. Instructors will arrive one

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 day prior to training to set up and test remote lab access. An on-site premium
charge applies.

Schedules and Registration

Customers can view course descriptions, latest schedules, and register online for
training. Please visit www.force10networks.com/training/ for more information. For
more information, see the Technical Training discussion on page 20.

Professional Services

Force10 can help your organization plan, design, and deploy complex IP networks. We
can assist with each phase of the network life cycle. The Force10 Network Professional
Services team is staffed by internetworking experts experienced in complex IP network
design. We work with world class partners that can deploy and operationally assure any
size project.

Some examples of Force10 Professional Services capabilities include:

• Develop Functional Requirements
• Develop Engineering Specifications and Technical Documents
Physical network design
Environmental requirements
Rack designs/layouts
Connectivity diagrams
Physical connections to existing network/interface specifications
Network redundancy
• Logical Network Design
Addressing schemes
Supported protocols
Routing protocols
VLAN architecture
• Multi-vendor Integration Plan
• Design Validation
• Project Management
• Installation and Turn-up
• FTOS Recommendation

To inquire about how we can help your company, please email us at

ps@force10networks.com

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iSupport
Customers with support contracts can access technical information regarding Force10
products, access software upgrades and patches, and open and manage TAC cases
online.

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 Account Request

Customers with support contracts can request secured access to iSupport by going to
www.force10networks.com. Click on Support and then the Account Request link, as shown
above, then fill out the form for customer information. All requests will be authenticated and
logins issued for verified customers.

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Secured Access

Authorized customers can open, track, modify and close TAC cases online. To start your
session, click a Login link at www.force10networks.com. You can access the Login link
from the Support overview page or from the Support pull-down menu; both links are shown
below.

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Click the SUPPORT link to access iSupport, including case management, software
downloads, technical documentation, and FAQs.

1 2 3 4 5

After you log in, the major iSupport functions are grouped into the five horizontal tabs
highlighted in the screenshot, above, and detailed here:
1) HOME: Summary of open cases, RMAs, and field alerts
2) SERVICE REQUEST: Online case management
3) SOFTWARE CENTER: Bug fixes, upgrade downloads, and the Bug Track tool
4) DOCUMENTS: Online documentation, field alerts, and technical tips
5) SUPPORT PROGRAMS: Information on the complete suite of Force10 support and
professional support services

Within each tab, classes of relevant tools and major groups of information are presented
along the left side of the page in vertical menus, as shown above.

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Service Request

Customers can create, view, modify and close cases online.

Customers can view, modify and close existing cases by clicking on the case numbers.

Customer can create new service request by clicking on this selection.

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New Case Request

Efficient processing and resolution of cases by Force10 TAC, requires accurate and
complete information. Customers are asked to fill out as much of the New Service
Request form as possible.

3 4

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 7

Form fields explanation:

1) Preferred contact method – email or phone contact.
2) Primary area of focus of the case.
3) Options are:
a. Problem Report
b. Install and Configuration
c. General Questions
d. Upgrade
e. Performance Issues
4) Priority 1 through Priority 4. Please refer to “Case Priority”, on page 3, for
definitions.
5) A detailed description of the new services request is imperative. This field forms the
basis for the problem resolution.
6) Although optional, these fields can reduce the time to diagnose and resolve service
requests. The serial number will be required before any hardware services can be
dispatched.
7) Customers can upload any files that would assist in resolution of the service
request. Typical files are results from “show” commands, core dumps or Visio files.
8) Click the Submit Case button to transmit information and open a service request.

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View/Update Request

To view and update a service request, click on the appropriate case number. The screen
displays case details, as shown below.

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You can add updates or upload additional files on the View/Update Service Requests
Details screen. Click the Update button when finished.

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Bug Tracking Tool

Customers can access the Bug Track tool to search for open and closed bugs, track
status, find workarounds and resolution for software bugs relevant to the software version
running on their current or future network. The tool is available under the SOFTWARE
CENTER tab.

Customers can also click on the Bug Track option to enter the tool.

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Customers can search for bugs based on software version, bug severity and category
classification. Customers can also subscribe to bug updates by click on this link. Note in
the table above that bugs are tracked by Problem Report number (PR #).

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Customers can enter the PR # for the bug in focus and click the Add PR# button. iSupport
will add the bug to the list of tracked bugs. To subscribe to a category of bugs, click on the
check box in the appropriate category, scroll down and click on the Save Subscription
button.

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SOFTWARE CENTER and DOCUMENTS Tabs

Entitled customers can download switch software from the SOFTWARE CENTER tab by
clicking on the desired software category in the list on the left, as shown above. Release
Notes associated with the particular software releases are available through the links to
the right of the software links.

Other user documentation, including software user guides, installation guides, technical
tips, and FAQs are available from the DOCUMENTS tab, which is accessible by all visitors
to the Force10 website.

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Technical Training

All visitors to the Force10 website can view and register online for training courses offered
by Force10. Click first on the SUPPORT PROGRAMS tab. Then click the Technical
Training link on the left side of the screen to access course descriptions and schedules.

Click this menu item to view training details.

You do not need to log in to access and register for courses. If you are not logged in, click
Support in the top toolbar, and select Technical Training from the drop-down menu.
For more information, see the “Education and Training” section on page 5.

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Force10 offers complete support services to assist with all aspects of installing, operating
and maintaining world class networks. Please contact your Account Manager for more
information on our suite of service offerings or contact:

Force10 Networks, Inc.

350 Holger Way
San Jose, CA 95134-1362

Telephone: +1 (866) 600-5100

+1 (408) 571-3500

Professional Services:
E-mail: ps@force10networks.com

TAC:
• E-mail direct support: support@Force10networks.com
• Web: www.force10networks.com/support/
• Telephone support:
US and Canada customers: 866-965-5800
International customers: 408-965-5800

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