Sie sind auf Seite 1von 45
ADVA OPTICAL NETWORKING CUSTOMER PORTAL USER MANUAL Contents SECTION 1 Overview 3 1.1 Purpose 3

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 ADVA’s 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 Tracking & Reporting

Repair

26

3.8 Report

Repair

27

3.9 Report ADVA RMA Policy

Repair

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

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

6.1 How to view the Coop fund balance

SECTION 7

Customer Portal Support

43

43

45

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 ADVA’s 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”;

“ New Technical Case Portal ” and press “continue”; The contact name and email address is

The contact name and email address is automatically populated.

contact name and email address is automatically populated. The account name displayed is the account where

The account name displayed is the account where the contact details are held.

Enter the project phase. Then enter the project line. 5 Version 1.12 28 April 2015

Enter the project phase.

Enter the project phase. Then enter the project line. 5 Version 1.12 28 April 2015

Then enter the project line.

Enter the project phase. Then enter the project line. 5 Version 1.12 28 April 2015

Depending on your support entitlement the system will automatically select the account the case is being raised against.

select the account the case is being raised against. If you are entitled to raise cases

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.

select from the list the correct account and tick the box. The system then shows the

The system then shows the entitlement that is setup against the account.

shows the entitlement that is setup against the account. Enter all of the case details, mandatory

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

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
2
1 3 4 6 5 7 8 9
1
3
4
6
5
7
8
9

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. Customer’s 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. 3 rd 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 ADVA’s 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 ADVA’s 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 case’s 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;

to the case details page, as per the example below;  If any of the entered

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;

of the case view, the user will automatically be redirected to the file attachment page; 10
Use the browse button to browse to the file on your local machine and then

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;

the file will be displayed at the bottom of the screen; Repeat steps 1 & 2

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 view’s attachment section.

on the file name in the case view’s attachment section. 2.4 Knowledge Base Search When a

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.

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 ADVA’s 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;

engineer who will be responsible for processing your query; 2.6 Updating and monitoring your cases Users

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 c lick on the “Add Comment” button and you will

To add a comment, simply click on the “Add Comment” button and you will be redirected to the case comments edit page;

and you will be redirected to the case comments edit page; Enter your comments and select

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

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

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;

equations (AND, OR etc) to refine your search further; 2.9 Resolving and closing cases As your

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

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;

a closure notification being sent for your confirmation; On occasion, the solution we provide may be

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

The case status will be updated automatically and the solution information displayed in the case view;

and the solution information displayed in the case view; 2.10 Understanding case status The following section

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 ADVA’s 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 ADVA’s 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.

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

Then click create new case and select case record type RMA from the pull-down menu;

Then click create new case and select case record type RMA from the pull-down menu; 20
The contact name, email address and account name is automatically populated. You can enter a

The contact name, email address and account name is automatically populated. You can enter a contact phone number if needed. Click next.

You can enter a contact phone number if needed. Click next. Each Serial number normally belongs

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.

Enter the subject and fault description and then click next. Next step is to enter the
Enter the subject and fault description and then click next. Next step is to enter the

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.

then select the correct one by selecting the tick box. When only one support entitlement is

When only one support entitlement is setup then this will be displayed and will already be selected. Click next.

will be displayed and will already be selected. Click next. Next step is to select from

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.

then the entitlement information will be set to Covered by Maintenance agreement. 22 Version 1.12 28

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

RMA Co-Ordinator with the correct entitlement information If the unit is out of warranty a customer

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.

to process your RMA until a valid PO number is provided. When you have submitted the

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.

opened by the RMA team and when the case has been closed. To update shipping and

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

3.2 Cloning RMA cases

3.2 Cloning RMA cases Each RMA case that is raised can be cloned by clicking the

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

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.

the tracking number link simply click onto the hyperlink to view the current status. 25 Version

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.

setup for the following carriers FedEx, DHL, UPS and TNT. 3.5 Return of the defective unit

3.5 Return of the defective unit

The defective unit must be returned to ADVA Repair Center, as advised in RMA Acknowledgement, at the requester’s 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 ADVA’s 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

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, which can be swapped, and repaired

Typical Class A FRUs are optical interface units

 

B

Units classified as B are active non optical units, which can be swapped, and repaired

Typical

Class

B FRUs

are

Power Supplies

 

C

Software items are classified as C, and are not supported by Spare Part Service.

Software CDs

 

D

Units, and items, which can’t be repaired are classified as D, and are also called consumables. These items will be replaced by new items, once they were damaged.

Optical jumper cables, mechanical items like racks

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 Customer’s designs are due to the ADVA’s specifications.

Mishandled, damaged, and No Fault Found units are not covered by ADVA’s 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.

orders, click on the Sales Order tab or click on the icon. If you are looking

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”:

Order number in the top left hand box. Click on “Go”: The system will display the

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:

you will be able to view more details of the sales order: This will take you

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

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

order and click onto the customer PO Number you wish to view This will then take

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
Once selected you are then directed to the carriers website which shows you the detailed

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

the carriers website which shows you the detailed results/status of your sales orders. 34 Version 1.12

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.

Click onto the item that you wish to view in more detail. This shows the tracking

This shows the tracking number link as shown.

more detail. This shows the tracking number link as shown. When a line item includes multiple

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

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;

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;

be displayed in the content libraries overview homepage; To view content in any library, click on

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;

top content by an administrator) To view all content in the libraries, click on browse; 38

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;

date, file size & portal version information; Other content/libraries actions user can perform include;

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

5.3 Searching for content

Searches can be performed in any libraries or from the libraries overview homepage;

in any libraries or from the libraries overview homepage; Searches can be performed using partial or

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

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”;

42 Version 1.12 28 April 2015

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.

the Partner Budgets tab on the customer portal homepage. You can choose which budgets you want

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.

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.

click onto the Partner Budget Name this is a live hyperlink. This then shows you: 
click onto the Partner Budget Name this is a live hyperlink. This then shows you: 

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