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Aerohive Support Integration FAQ

  • Article Type:
  • How To
  • Article Number:
  • 000040990
  • Last Modified:
  • 4/28/2020

Objective

Aerohive Product Service and Support Integration
Frequently Asked Questions (FAQ)

Here is a summary of the most frequently asked questions for obtaining service and support on Aerohive products.
NOTE: This document is living document so please be sure to check back here for updates.

Environment

  • Aerohive Products
  • Extreme Networks Support

Procedure


Aerohive Services and Support Questions

Which Aerohive Products are included in the transition?
All Aerohive products will transition to Extreme Networks.

How do I purchase Services on my Aerohive product going forward?
You may order Aerohive Services using the same 1-year NG SKUs you use today through December 31, 2020. The 3-year and 5-year SKUs are not available after April 6. We encourage you to use the Extreme SKUs (XIQ) sooner than later. Please see the Service SKU map below and the Extreme Price list for  SKU details.

Can I purchase Aerohive services on cloudified Extreme products?
No, you must use the Extreme Services SKUs.

What is the transition period for services quotes?
Quotes on new product orders provided before April 6, 2020, will be good for 90 days. For renewal quotes, use only the Extreme SKUs (no Aerohive SKUs will be accepted on service renewals quotes).

Will Extreme continue with the 3-year and 5-year Service SKUs previously offered by Aerohive?
No, these SKUs will be discontinued.  We are not accepting orders with the 3-year and 5-year Service SKUs after June 30, 2020.

What is the process for Service Contract Renewals?
Use the XIQ SKUs for renewals with the exception of the 1-year Hive Manager NG and HiveManager Classic SKUs. These SKUs will continue to be available for renewal until December 31,2020 or until otherwise communicated by Extreme.

Who will provide 4-hour on-site support?
Beginning April 6th, 2020, Aerohive legacy customers will have the option of purchasing NBD onsite, 4-hour parts only and 4-hour onsite support for their hardware products when they purchase the new Extreme XIQ subscription SKUs.


Support Processes as of April 13, 2020

If I call the Aerohive Support number for Support for Aerohive products after April 13th, will my call be routed to Extreme Networks?
Yes, all callers selecting Aerohive products on the call routing system will automatically be redirected to Extreme Networks until May 6, at which point you must call GTAC support at the following numbers: https://www.extremenetworks.com/support/contact/

Will my existing contact information be migrated into Extreme’s support systems?
Yes, as of April 13, 2020, all end customer contact information will be integrated into Extreme’s support systems. Please be ready to provide your hardware serial number if you need support.

Will my contact information, support cases and contract details be available through the Extreme Support Portal?
We are migrating the last 3 years of Aerohive support case and contract data over to Extreme.

How do I determine if I am entitled to receive technical support?
Customers who have a hardware or software product covered under product warranty or have purchased a Support Contract are entitled to use GTAC Support. Please see Extreme’s Product Warranty Policy here for warranty entitlements. You can check the status of your support contracts on the Extreme Portal.

How do I access the Extreme Support Portal?
You must re-register in the Extreme Portal and, If you have an account currently in SalesForce, your data will be pulled in. Portal registration will not happen automatically. You can re-register by clicking on this link to go to the main portal page: https://extremeportal.force.com/
Or go to this link to go directly to the registration page to re-register:


Am I still able to add new questions to The Hive Community and access its content?
As of April 6, The Hive Community content will be read-only.  As of April 13th, you must register in the Extreme Support Portal using the same email address used for your Hive Community login so that you have the same username moving forward.  You will be able to create new content at that time. The Aerohive Support Forums content will be migrated to Extreme’s Community by mid-April, 2020.

If I currently have a case open with Aerohive products, will my case be transferred?
Yes. All open cases will be transferred and given new Extreme case numbers.  Please provide your old Aerohive product case number or if you know it, the new Extreme case number.  You can find your old case number in the Support Portal within the description of your current case that was opened with Aerohive support. The case owner will remain the same.

How can I open up a case through the Extreme Support Portal?
The recommended way to contact the Global Technical Assistance Center (GTAC) is to go to the Extreme Support Portal located at https://extremeportal.force.com. Please have your hardware or software Serial Number or your customer service contract Agreement Number ready for Web Support interactions. You can find the hardware serial number on the original box, on the device itself or through the CLI/GUI (command line interface or graphical user interface).

Is there a different phone number to call for Aerohive Products?
Yes. As of April 13, 2020, please contact Extreme Networks for your Support needs at https://www.extremenetworks.com/support/contact/

What information will I need to provide when opening a support case via phone?
  1. Call GTAC and identify yourself. Please have the serial number of your product available. You will be connected to a support representative who will open a case and provide you with a case number. To find the correct number to contact based on your location, please go to https://www.extremenetworks.com/support/contact/
  2. Once connected to a support engineer, explain the technical details of the issue.To help expedite the problem resolution process, have a description of the issue or symptom, including:
a) First occurrence?
b) Frequency?
c) Severity / Business Impact?
d) Current recovery method or workaround?
e) The Topology as it pertains the deployment
f) The output from the ShowTech or SupportSave
You can find more information in the GTAC User Guide on the Extreme Portal.

What if my hardware product is not under warranty or a support contract? Can I still get support?
If your product is outside of the warranty period and/or you do not have an active support contract and need a replacement part, we offer a few different options to purchase “Per-Incident” support.  Please speak with the GTAC representative about your needs.

How do I request an RMA for an Aerohive Product?
All product returns to Extreme Networks must comply with the procedures located in the Service Description Documents at: https://www.extremenetworks.com/service/extremeworks-maintenance-services/
You can request an RMA using the following methods:
  • On the web using Extreme Networks password-protected Support Portal
  • By contacting your local Technical Assistance Center by phone
Note: You must create a Case before you can submit an RMA request. You must have the product serial number as this is what is used to confirm entitlement.

What is the RMA process for returning a failed product?
You must open a case at https://extremeportal.force.com/ExtrSupportHome  and submit an RMA per the instructions above.

Where do I ship an RMA product?
The RMA waybill at the of the RMA submittal process will automatically populate the Repair Depot shipment location. However, Extreme Networks’ Regional Super Depots are in the locations below. See the Return Material Authorization RMA Process and FAQ for more detailed information on RMAs.
  • Louisville,KY(US)
  • Venlo,NL(NL)
  • Philippines (PH)
  • UPS SCS Tokyo Distribution Center (Tokyo)
NOTE: Be sure to write the RMA number on all packages or your defective product may be returned to you or you may experience delays in processing of your return.


How do I download software?
Once you have an account on the Support Portal at https://extremeportal.force.com/ExtrSupportHome you can download software directly from the Support Portal under the Downloads tab.

Customers with Support Contracts have access to updates and upgrades that are available during the period of their service contract.

Warranty customers should verify their warranty details by reading the information at this link: http://www.extremenetworks.com/support/policies/

Once a Support contract has expired, customer Support Portal access will change from Contracted Access to Warranty Access.
 
Are Service SKUs Mandatory for each HW SKU?
In order to get support beyond what's available in the product warranty, you need to purchase maintenance on the product.  Extreme does have mandatory service attach requirements which are described in the WW_Reference_info file that's published in the price lists.

How do I know what Extreme Service SKUs replace Aerohive Service SKUS ?
Please refer to the following table for a summary of SKU changes and use the Extreme Price List exact SKUs when ordering.
 
AEROHIVE PART NUMBER* AEROHIVE SHORT DESCRIPTIONHERITAGE AEROHIVE OFFER AVAILABLE THROUGH DEC 2020**RECOMMENDED
EXTREME  CLOUD IQ REPLACEMENT OFFER
EXTREME CLOUD IQ SUPPORT NAME
SUBSCRIPTIONS
AH-NGCS-SL-XY1 YR Hive Manager NG Select Public Cloud SubscriptionAH-NGCS-SL-1Y
XIQ-PIL-S-C-EW
+
97004
ExtremeCloud IQ Public Cloud Subscription
+
ExtremeWorks NBD AHR
AH-NGCS-PT-XY1 YR Hive Manager NG Partner Public Cloud SubscriptionAH-NGCS-PT-1YXIQ-PIL-S-C-PWP
+
95600
ExtremeCloud IQ Public Cloud Subscription
+
PartnerWorks Plus TAC and Software
AH-NGOP-SL-XY1 YR Hive Manager NG Select On Premise Term SW SubscriptionAH-NGOP-SL-1Y
XIQ-PIL-S-OP-EW
+
97004
ExtremeCloud IQ On Premise Term SW Subscription
+
ExtremeWorks NBD AHR
AH-NGOP-PT-XY1 YR Hive Manager NG Partner On Premise Term SW SubscriptionAH-NGOP-PT-1YXIQ-PIL-S-OP-PWP
+
95600
ExtremeCloud IQ On Premise Term SW Subscription
+
PartnerWorks Plus TAC and Software
AH-HMCS-SL-XY1 YR Hive Manager Classic Select Public Cloud SubscriptionAH-HMCS-SL-1YAH-HMCS-SL-1Y1 YR ExtremeCloud IQ (formerly Hive Manager) Classic Select Public Cloud Subscription (includes TAC&OS and AHR HW replacement)
AH-HMCS-PT-XY1 YR Hive Manager Classic Partner Public Cloud SubscriptionAH-HMCS-PT-1YAH-HMCS-PT-1Y1 YR ExtremeCloud IQ (formerly Hive Manager) Classic Partner Public Cloud Subscription (includes Level 3 TAC&OS and Return to Factory HW replacement)
PERPETUAL LICENSE - ON-PREMISES ONLY
AH-NG-S-SL-XY1 YR Select Support for Hive Manager NG On Premise Perpetual LicenseAH-NG-S-SL-1Y97004ExtremeWorks NBD AHR
AH-NG-S-PT-XY1 YR Partner Support for Hive Manager NG On Premise Perpetual LicenseAH-NG-S-PT-1Y95600PartnerWorks Plus TAC and Software Support
AH-HM-S-SL-XY1 YR Select Support for Hive Manager Classic On Premise Perpetual LicenseAH-HM-S-SL-1YAH-HM-S-SL-1Y1 YR ExtremeCloud IQ (formerly Hive Manager) Classic Select Support (includes TAC & OS and AHR HW replacement)
AH-HM-S-PT-XY1 YR Partner Support for Hive Manager Classic On Premise Perpetual LicenseAH-HM-S-PT-1YAH-HM-S-PT-1Y1 YR ExtremeCloud IQ (formerly Hive Manager) Classic Partner Support (includes TAC & OS and Return to Factory HW replacement)
RENEWAL SKU'S
AH-NGCS-SL-X-R1 YR Hive Manager NG Select Public Cloud Subscription RenewalAH-NGCS-SL-1YXIQ-PIL-S-C-EW
+
97004
ExtremeCloud IQ Public Cloud Subscription
+
ExtremeWorks NBD AHR
AH-NGCS-PT-X-R1 YR Hive Manager NG Partner Public Cloud Subscription RenewalAH-NGCS-PT-1YXIQ-PIL-S-C-PWP
+
95600
ExtremeCloud IQ Public Cloud Subscription
+
PartnerWorks Plus TAC and Software
AH-NGOP-SL-X-R1 YR Hive Manager NG Select On Premise Term SW Subscription RenewalAH-NGOP-SL-1YXIQ-PIL-S-OP-EW
+
97004
ExtremeCloud IQ On Premise Term SW Subscription
+
ExtremeWorks NBD AHR
AH-NGOP-PT-X-R1 YR Hive Manager NG Partner On Premise Term SW Subscription RenewalAH-NGOP-PT-1YXIQ-PIL-S-OP-PWP
+
95600
ExtremeCloud IQ On Premise Term SW Subscription
+
PartnerWorks Plus TAC and Software
AH-HMCS-SL-X-R1 YR Hive Manager Classic Select Public Cloud Subscription RenewalAH-HMCS-SL-1YAH-HMCS-SL-1Y1 YR ExtremeCloud IQ (formerly Hive Manager) Classic Select Public Cloud Subscription (includes TAC&OS and AHR HW replacement)
AH-HMCS-PT-X-R1 YR Hive Manager Classic Partner Public Cloud Subscription RenewalAH-HMCS-PT-1YAH-HMCS-PT-1Y1 YR ExtremeCloud IQ (formerly Hive Manager) Classic Partner Public Cloud Subscription (includes Level 3 TAC&OS and Return to Factory HW replacement)
AH-NG-S-SL-X-R1 YR Select Support Renewal for HM NG On Premise Perpetual LicenseAH-NG-S-SL-1Y97004ExtremeWorks NBD AHR
AH-NG-S-PT-X-R1 YR Partner Support Renewal for HM NG On Premise Perpetual LicenseAH-NG-S-PT-1Y95600PartnerWorks Plus TAC and Software Support
AH-HM-S-SL-X-R1 YR Select Support Renewal for HM Classic On Premise Perpetual LicenseAH-HM-S-SL-1YAH-HM-S-SL-1Y1 YR ExtremeCloud IQ (formerly Hive Manager) Classic Select Support (includes TAC & OS and AHR HW replacement)
AH-HM-S-PT-X-R1 YR Partner Support Renewal for HM Classic On Premise Perpetual LicenseAH-HM-S-PT-1YAH-HM-S-PT-1Y1 YR ExtremeCloud IQ (formerly Hive Manager) Classic Partner Support (includes TAC & OS and Return to Factory HW replacement)
SOFTWARE
AH-NG-LICNo stand-alone Aerohive support offerAH-NG-LICXIQ-PIL-P-OP
+
97003 or 95603
ExtremeWorks  or PartnerWorks Plus Software Support
* Where X = 1, 3, or 5 YR term SKU
** Standard term is one year, however the SKU can be used for multi-year by specifying desired start/end dates. NG will continue through December 2020, Classic will continue to be available through 2023

 

Additional notes

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