Service and Support Reference Guide - Adtran

Service and Support 

Reference Guide

Page Section 

4 1.0 Introduction 

Table of Contents 

6 2.0 Software-Service Helpdesk for Technical 

Queries of Priority Major, Medium and 

Trouble Resolution Tickets of Priority Major, 

Medium, Minor 

8 3.0 Software-Service Helpdesk 24/7 

(Emergency Tickets of Priority Critical) 

9 4.0 Hardware-Service Helpdesk 

10 5.0 Remote Access Service (RAS) 

10 6.0 License Key Generation 

11 7.0 Download Product Documentation 

16 8.0 Download Product Software 

16 8.1 Downloading Software for Network Elements 

17 8.2 Downloading Software for Network Management 

18 9.0 Product Training 

18 10.0 Issue Escalation 

www.adtran.com 

3

4 www.adtran.com 

1.0 Introduction 

Software-Service Helpdesk for Technical Queries of Priority Major, Medium and 

Trouble Resolution Tickets of Priority Major, Medium, Minor: Customers may 

create tickets directly using the Web-Interface (see screenshot below) that can 

be found at: http://corp-midtier.adtran.com/case.asp. For details on the ticket 

flow please refer to page 6. 

Alternatively the ADTRAN Contact Centre is available for all customers and 

can provide assistance creating tickets for ADTRAN BBA products. Please dial 

+44 203 3240317 for assistance. Customers may also open tickets at 

contact-centre@adtran.com and using an Excel template (see screenshot below). 

For details on the ticket flow please refer to page 8.

Software-Service Helpdesk 24/7 

(Emergency Tickets of Priority Critical): 

The ADTRAN Contact Centre is available for Emergency Service 

support to customers which have contracted for this service 

and can provide assistance creating tickets for ADTRAN BBA 

products. Please dial +44 203 3240317 for assistance. 

Emergency tickets can be raised by phone only. For details 

on the ticket flow please refer to page 8. 

Hardware-Service Helpdesk 

Repair and Return, and Advanced Replacement requests 

should be directed to the global reporting centre via email to 

BBArepair@adtran.com 

This centre is available 24/7 to address customer needs. For 

details please refer to page 9. In the event that a software issue 

cannot be excluded, please validate the case via the Software- 

Service Helpdesk as described on pages 6-7. 

Remote Access Service (RAS) 

In the event ADTRAN’s Service and Support personal need 

to access customer networks/nodes remotely for symptom 

collection and troubleshooting, please continue using the 

established procedures and interfaces as provided by Nokia 

Siemens Networks until further notice. ADTRAN has started to 

approach customers individually for agreeing a new Remote 

Access Procedure. In case of questions related to RAS, 

customers should raise a Technical Query via the Software- 

Service Helpdesk as described on pages 6-7. 

License Key Generation 

Several products require a licensing before equipment can 

set into operation. The procedures to create, download and 

to apply the licenses are described in details on page 10. 

Download Product Documentation 

Product documentation is available on ADTRAN’s Support 

Community homepages. The process to register for an account 

on www.adtran.com and how to navigate to the BBA-product 

documentation is described in detail on pages 11-15. 

Download Product Software 

Product software is available on ADTRAN’s Support homepages. 

The process to register for an account on www.adtran.com and 

how to navigate to the BBA-product software, either for Network 

Element software or for Network Management software, is 

described in detail on pages 16-17. 

Product Training 

Product training for hiX5600 Series, AccessIntegrator and 

complementary products is available and include instructor-led 

classes for beginner and advanced levels. These are complemented 

by practical workshops for expert skill levels. Details on 

how to register by visiting the ADTRAN University homepage are 

described on page 18. 


5

2.0 Software-Service Helpdesk for Technical Queries of Priority Major, Medium and 

Trouble Resolution Tickets of Priority Major, Medium, Minor 

Remedy Web-Interface 

Customers may create tickets using the Web-Interface (see screenshot below) that can be found at: 

http://corp-midtier.adtran.com/case.asp 


1. Create ticket via Web-IF 

http://corp-midtier.adtran.com/case.asp 

(no file-attachments can be processed 

at this stage) 

ADTRAN Technical Support – Remedy Tool 

2. Ticket creation confirmed by Web 

Request ID: WEBXXXXXXXXXXXXXX on the screen 

3. Remedy replies case no: 

RQSTxxxxxxxxxxx by Email to Customer 

Customer 

4. Email replies may contain 

file-attachment (trouble 

shooting symptom files/ 

screenshots etc)

ADTRAN Contact Centre 

The ADTRAN Contact Centre is available for all customers and can provide assistance creating tickets for 

ADTRAN BBA products. Please dial +44 203 3240317 for assistance. Customers may also open tickets at 

contact-centre@adtran.com and using the attached template (accept Macro mode and Active X in Excel). 

2. Ticket created by 

Contact Centre Agent 


1. Phone call 

+44 203 3240317 

or Email 

contact-centre@adtran.com 

with Excel template 

(no file-attachments can be 

processed at this stage) 


3. Provide Web Request ID: 

WEBXXXXXXXXXXXXXX to 

customer as first reference 

Customer 

4. Remedy instantly replies case no: 





screenshots etc) 


7

3.0 Software-Service Helpdesk 24/7 (Emergency Tickets of Priority Critical) 


The ADTRAN Contact Centre is available for Emergency Service support to customers which have 

contracted for this service and can provide assistance creating tickets for ADTRAN BBA products. 

Please dial +44 203 3240317 for assistance. 


2. Ticket created by 

Contact Centre Agent 

ADTRAN Engineer 

24/7 on duty 

4. Phone call acc 

call-routing table 

to provide 

Web Request ID 

Caller-Name 

Caller-Email 

Caller-Phone 

Country 

Customer-Name 

Product-Name 

Short description/ 

title 

5. Phone call 

for technical 

clarification 



1. Phone call 

+44 203 3240317 

3. Provide Web Request ID: 

WEBXXXXXXXXXXXXXX to 

customer as first reference 

Customer 

6. Remedy instantly replies case no: 





screenshots etc)

4.0 Hardware-Service Helpdesk 

Repair and Return, and Advanced Replacement 

request should be directed to the global reporting 

centre via email to BBArepair@adtran.com 

This centre is available 24/7 to address customer 

needs. In the event that a software issue cannot 

be excluded, please validate the case via the 

Software-Service Helpdesk. 

External Repair Centre Bruchsal 

Global Distribution Centre 

Simon Hegele, Simon-Hegele-Str. 3, 

76689 Karlsdorf, Germany 

SWAP/ 

Repair 

and Return 

Faulty 

Unit 

Customer 

Email service requests should contain the following 

basic information to allow proper processing: 

Company/Contact Information 

n Company name n Contact name 

n Primary and secondary telephone numbers 

Email to 

customer 

with RMA 

order number 

n Return shipping address (street address only, no PO Box) 

n Email address 

Faulty Equipment Information 

n Unit/module part number n Unit/module serial number 

n Brief description of issue n Site/location of equipment 

Note: ADTRAN has established a new Global Distribution Centre 

that will be used to accept and process faulty equiment as well 

as coordinate repaired/replacement unit shipments. Once the 

Hardware Service Request has been authorized and a RMA number 

has been received, faulty equipment can be returned to the Global 

Distribution Centre located at: Simon Hegele, Simon-Hegele-Str. 3, 

76689 Karlsdorf, Deutschland 

Creation of RMA order number 

for each faulty unit 

Global Reporting Centre 

BBArepair@adtran.com 

Hardware Service Requests 


9


5.0 Remote Access Service (RAS) 

In the event ADTRAN’s Service and Support personal need to 

access customer networks/nodes remotely for symptom collection 

and troubleshooting, please continue using the established 

procedures and interfaces as provided by Nokia Siemens Networks 

until further notice. ADTRAN has started to approach customers 

individually for agreeing a new Remote Access Procedure. In 

case of questions related to RAS customer should raise a 

Technical Query the via Software-Service Helpdesk as 

described on pages 7-8. 

6.0 License Key Generation 

License keys will be generated by the ALM tool from 

September 16th, 2012. (ALM: ADTRAN License Manager) 

n A serial number (one per shipment) will be sent to the customer. 

n The customer will trigger the license key file generation on the 

adtran.com web portal (simply by entering the serial key) and will 

promptly receive the key file via email. 

All previously shipped LIMES generated license keys will remain 

valid. (There will be no replacement required for previously 

deployed licenses). 

One Time Preparation (by Customer‘s ACI-E Administrator) 

1. Update the ACI-E license admin application to the latest 

maintenance build (2.0.17 or higher). 

l for EM-GX 3.8M included in OEM installer 2.4.24 or higher. 

l for EM-GX 2.8/2.8M included in OEM installer 2.3.51 

or higher. 

This latest License Admin application will recognize the new 

ALM license format (and also the previous LIMES key format). 

An update of the Element Manager to the latest maintenance 

build is not mandatory. 

2. Register an account on adtran.com (with your name, company, 

email and a password). 

3. Register the ACI-E product. 

n The ACI-E administrator please send an email to 

aci-licensing@adtran.com and request to receive the serial 

number for the (one time) ACI-E product registration. 

n The ACI-E administrator will receive the product registration 

serial number and will enter this to the adtran.com web portal. 

This completes the product registration. 

Creation of ACI-E License Key (by Customer‘s ACI-E 

Administrator) 

n A shipment of ACI-E licenses will include: 

– A list of the delivered license keys and their amount and 

– one single serial number per shipment for all license keys 

included in the shipment. 

n The ACI-E administrator will: 

1. Enter this serial number at the adtran.com web portal and 

receive an email with the license key file (XML). 

2. Import the license key file to the ACI-E License 

Admin application.

7.0 Download Product Documentation 

To access documents on ADTRAN’s Support Community, you 

must first register for an account on www.adtran.com, if you 

haven’t already done so. Click on the register button on the top 

right of the www.adtran.com home page, and register with 

your corporate email address. 

Fill out your contact information. A temporary password 

will be emailed to you. You will be asked to change your 

password the first time that you log in. 

**NOTE** You must have an account and be logged in on 

www.adtran.com to access documents. 

Once you have logged in to your www.adtran.com account, 

navigate to Support>Support Community from the main 

navigation. You will be asked to create a Community user 

name, and fill out a profile. 

For more information, please watch a video at 

https://supportforums.adtran.com/videos/1048 

on how to create your account and get started with 

the ADTRAN Support Community. 


11


Once you are logged into the Support Community, from the 

Home Page, you can navigate to hiX>hiX 5600 Series, or 

Network Management>ACI-E to access the documents. 

The following example is for navigating to hiX 5600 Series: 

Click on the hiX 5600 Series link. 

Once you are on the hiX 5600 Series landing page, under the 

Documents heading on the top left of the page, click on the 

Technical Documents (hiX-5600) link:

From this page, if you see the release that you are looking for, in 

this case, R3.8M System Release (zip), located under Popular 

Content or Recent Content, you may click on that link, and the 

next example shows the file that you can open or download: 

When more document zip files are available, you 

will be able to find them under the Document 

Categories>System Release link, on the bottom 

left of the Technical Documents (hiX-5600) page: 


13


For ACI-E documents: 

From the Home page navigation link, click on 

Network Management>ACI-E: 

Once you are on the ACI-E landing page, under the 

Documents heading on the top left of the page, 

click on the Technical Documents (ACI-E) link:

If you don’t see the release you want under Recent Activity or 

Popular Content, click on the Document Categories>System 

Release link, on the bottom left of the Technical Documents 

(ACI-E) page: 

All system releases available will be listed: 

On any technical documents page, you will find under Actions, 

a “Track in Communications” link. When you click on this link, 

you will be notified by email of any posts made to this page 

(new documents/zip files, etc.). 

As product documentation for hiX5600 R3.8M and ACI-R3.8M 

can be found on Adtran’s Web Portal as described above, 

the product documentation for all other BBA-products is 

still accessible via NSN- NOLS portal until further notice at: 

http://www.nokiasiemensnetworks.com/support/ 

extranet-access 


15

8.0 Download Product Software 

To access software on www.adtran.com, you must first register for an account. Click on the register button 

on the top right of the www.adtran.com home page, and register with your corporate email address. 

Fill out your contact information. A temporary password will be emailed to you. You will be asked to 

change your password the first time that you log in. 

**NOTE** You must have an account and be logged in on www.adtran.com to access software. 

In case of any further question or request concerning SW delivery for Adtran Broadband Access products 

(network elements and network management) please send an e-mail to BBA-SW-delivery@adtran.com centre. 

ADTRAN support and service engineers have to send an additional request via e-mail to BBA-SW-delivery@ 

adtran.com after registering an account to get the SW download permissions for internal use. 

8.1 Downloading Software for Network Elements 

Navigate to the Software Downloads page by going to Support>Product Downloads>Software Releases. 

Select the hiX as the product line. 

Select hiX 5600 Series as the family. 

Select the hiX 5600 Series product. 

Click Find Software button. 

A link will 

display under 

the heading 

of Software 

Family Selector. 

Click on that 

link, and you 

will be taken 

to a software 

download 

page. 

16 www.adtran.com

8.2 Downloading Software for Network Management 

Navigate to the Software Downloads page by going to Support> 

Product Downloads>Software Releases. 

Select the Network Management as the product line. 

Select ACI-E Software as the family. 

Select the ACI-E software product. 

Click Find Software button. 

A link will display under the heading of Software 

Family Selector. Click on that link, and you will be 

taken to a software download page. 


17


9.0 Product Training 

Product training for hiX5600 Series, AccessIntegrator and 

complementary products is available for both customers and 

ADTRAN employees. Training options include instructor-led 

classes for beginner and advanced levels. These are complemented 

by practical workshops for expert skill levels. The 

training will focus on the latest release of the hiX5600 and 

the ACI-E management system. Training on products from 

Dasan Networks is also available. 

Customers and ADTRAN employees wishing to participate in 

the training should register by visiting the ADTRAN University 

homepage at: http://www.adtran.com/web/page/portal/ 

Adtran/wp_training_adtranuniversity 

Please use “hiX”, “ACI” and “hiD” as search terms 

for the courses. All scheduled classes will be held 

at ADTRAN locations in Munich and Greifswald. If 

there is a need for a customized or on-site training or 

if any issues arise, please contact Guido Brinkmann: 

email: guido.brinkmann@adtran.com or 

phone: +491704537680. 

10.0 Issue Escalation 

In the event of an issue that cannot be resolved using the 

Service and Support interfaces described above, customers 

may contact any of the following ADTRAN managers: 

Services ADTRAN 

email: Janne.Kettunen@adtran.com 

Phone: +4915155154269 

Technical Support ADTRAN 

email: Joerg.Boese@adtran.com 

Phone: +4916090794877 

Operations/HW-Services ADTRAN 

email: Holger.Maechtel@adtran.com 

Phone: +4917662167887


19

IN053F November Copyright © 2012 ADTRAN, Inc. ADTRAN believes the information in this publication to be accurate as of publication date, and is not responsible 

for error. Specifications subject to change without notice. ADTRAN is a registered trademark of ADTRAN, Inc. and its affiliates in the U.S. and certain 

other countries. All other trademarks mentioned in this document are the property of their respective owners.

Service and Support Reference Guide - Adtran

Create successful ePaper yourself

Delete template?

Save as template?