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adtran-support
Community Manager
Community Manager

How to open a case with Product Support

 

This guide outlines how to use ADTRAN’s web portal to perform the following tasks:

  • Open a New Support Case
  • Check Support Case Status or Update a Case

Before You Begin

 

For urgent, service-affecting issues we require that you call ADTRAN Customer Care at 888-423-8726 AFTER following the instructions below to open a web case. After the web submittal process, a confirmation email will arrive with the case number. You must reference that case number when you speak with a live agent.

Having details on hand when opening a case will expedite the processFor a support case, it’s important to know the specific product for which you need assistance. For example, if voice service is not working on a Total Access 5000 module, entering the module type (CPOTS, RPOTS, VDSL Combo, etc.) and basic configuration (GR-303, SIP, MGCP, etc.) will send your case to the engineer qualified to provide support on that technology.  Not providing details may require additional questions and case handoffs before help begins.

 

Details for a Support Case

  • Specific product type – model or card name/ model number.  Providing the serial number of the product is best.  Use this link for tips on finding your serial number..
  • Basic configuration
  • Service Plan Number (required for delivery of contracted SLA)
  • Remote access to the equipment
  • Troubleshooting steps taken so far

 

Details for an RMA

  • Serial number of the product (required)
  • Description of the product failure
  • Troubleshooting steps taken so far
  • Service Plan (or Care Plan) Number
  • Shipping address
  • Method of Payment for potential fees

 

Open a New Case (non-urgent issues)

The following instructions are recommended reading as they provide the greatest level of detail, however a video tutorial is also available. (View as full screen for best results.)

For urgent, service-affecting issues we require that you call ADTRAN Customer Care at 888-423-8726 AFTER following the instructions below to open a web case. After the web submittal process, a confirmation email will arrive with the case number. You must reference that case number when you speak with a live agent.

  1. Go to https://supportcommunity.adtran.com/t5/My-Customer-Dashboard/ct-p/customer-portal and sign in.
  2. Then click My Support Case Portal -> Create a Support Case.
  3. Once there, follow the steps to open a ticket
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  4. Select a Product Family from the drop-down list.
  5. Select a Product Series from the drop down list.
  6. If known, provide the Serial Number of the product for which you need assistance, and click Validate.
    1. For products with multiple cards, such as the Total Access 5000, enter the serial number of the card where you suspect the issue is occurring.
    2. For some products, a serial number is required to obtain support.  If a red-text-message indicates that a serial number is required, you may continue to enter the case without it, but you will be contacted by an ADTRAN Customer Care Agent to supply the serial number prior to working with a Support Engineer.
  7. Enter the applicable Service Plan Number and click Validate
    1. If you do not know the number, call 888-423-8726 and we will look it up for you.
    2. The service plan number will ensure that any SLAs for non-urgent cases entered via the web are met.  Please call 888-423-8726 for urgent issues.pastedImage_17.png
  8. Select the Case Type and Priority.
  9. If the Product Release/Version field appears, select your product release or software version from the dropdown.
  10. Enter a short, descriptive Case Title/Summary for your request.
  11. Add a Customer Reference Number if applicable.
  12. Enter a Detailed Description of Issue and click Next.
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  13. If you did not log in earlier, enter Contact Information
  14. Select the method to be contacted by ADTRAN Product Support – Email or Telephone and click Submit.

 

Check Case Status or Update a Case

 

  1. Go to http://www.adtran.com/srp (requires adtran.com login) or navigate from adtran.com by selecting Support, Open a Support Case, then select View Now under Review My Support Case 
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  2. Cases opened under your login email address, or opened by someone who has shared cases with you, should appear automatically on the View Support Cases page.
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  3. To share your cases with others, or to see any sharing already applied to your cases, click the View users with access to all my cases link.
    1. To delete sharing of all your cases, click the radio button beside the domain or email address and click the Delete button.
    2. To add sharing of all your cases, enter a domain name (@domain.com) or an email address (user@domain.net) and click Add.
    3. You can share individual cases separately by using the link in the case detail view (see below).pastedImage_29.png
  4. To view individual case detail, click on the Support Case No. link.
  5. Status field indicates where the action is currently with the case. For example, if Support is currently working on the case it will say ADTRAN in Process. If the case is waiting for something from a customer, it will say Waiting on Customer.
  6. For cases registered to your logged in email, you may update the case by clicking the Update Support Case link and enter new details.
  7. For cases registered to your logged in email, you may upload a file to the case by clicking the Choose File button, navigate to and select the file you would like to upload, then click Upload.  There is a 15mb limit.  If you need to upload a larger file, add notes via Update Support Case asking for an FTP address.
  8. From case detail, you may update those who can see all your cases by clicking the Manage users with access to all my cases link.
  9. From case detail, you may also update access to this individual case using the provided fields.
  10. Check the Notes field at the bottom of this page to see the details of the activity on the case.
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