World-class Products and World-class Support

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World Class Support
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a8ÓéÀÖ Support is committed to providing unparalleled support and expertise to ensure that our customers achieve peak network performance and reliability. Our team of highly skilled engineers provides swift response times and proactive solutions. These qualities distinguish us as the industry leader in customer support, as reflected in our impressive Net Promoter Score of +87. When you partner with a8ÓéÀÖ TAC, you are not just receiving a service - you are partnering with a team dedicated to your success.

High Quality

100% of respondents rated the quality of a8ÓéÀÖ¡¯ post-sales support better than other networking vendors.

Technical Expertise

97% of respondents are very satisfied with the technical know-how of the engineers at a8ÓéÀÖ TAC.

Highly Recommended

With an average rating of 9.5 out of 10, a8ÓéÀÖ's Support team embodies a customer-first approach.

There are multiple ways to get assistance from our support team 24x7x365: Phone, Email, or via the Support Portal.

For assistance during a network outage or for urgent issues, please contact a8ÓéÀÖ Support via telephone in the US or UK at:

Or see our full list of country specific telephone numbers:

  • ?+81 50-1790-0933

For other, non-urgent issues, please send an email to a8ÓéÀÖ Support at the applicable email address:

  • Data Center Products: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Cognitive Wi-Fi & Campus Products: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Awake Security Products: This email address is being protected from spambots. You need JavaScript enabled to view it.

You can also contact a8ÓéÀÖ Support via the Support Portal. You will be required to register for an a8ÓéÀÖ account in order to log in. Once logged in, you'll be able to view case history, open new cases, upload documents, and view asset information.

While opening a case with us, we recommend a brief description of the issue you are facing, relevant show techs from associated a8ÓéÀÖ devices, and a topology diagram.

Please visit our a8ÓéÀÖ Community Central to post questions on our forum, read knowledge articles, watch troubleshooting videos and access additional resources! To learn more about everything we offer, check out this Community Guide.

Customer Onboarding Videos

The Customer Onboarding series includes three videos that will walk you through the a8ÓéÀÖ user registration process and the different support resources on a8ÓéÀÖ.com.

Part 1:
Part 2:
Part 3:

Additional Information:
Awake Security Resources

a8ÓéÀÖ A-Care Service Offerings

a8ÓéÀÖ A-Care is designed to provide you with world-class support when and where you need it. With the goal of minimizing any network impact or downtime through fast problem resolution, a8ÓéÀÖ A-Care service offerings provide support on a 24x7x365 basis with the following components:

  • Global Technical Assistance Center (TAC)
  • a8ÓéÀÖ.com Online Resources
  • Worldwide Advance Hardware Replacement and an option for onsite hardware replacement services.

.A-Care Services Overview

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a8ÓéÀÖ Global TAC

a8ÓéÀÖ Global TAC provides you with 24x7x365 coverage for your product support needs around the world. You can obtain help anytime by email, phone or through the a8ÓéÀÖ website. a8ÓéÀÖ TAC engineers have many years of networking experience and are well-versed on the entire a8ÓéÀÖ product portfolio to help you quickly resolve problems and maximize network uptime. When you reach out for help, an a8ÓéÀÖ TAC engineer may already know of a solution based on our internal database of customer cases.

a8ÓéÀÖ.com Online Resources

With all of the A-Care Service offerings, you can access various resources online anytime. This includes:

  • Software Downloads: Unlimited access to the software download section where you can obtain new software maintenance releases as well a new feature releases. This includes EOS, vEOS, and CloudVision software.
  • Notification Service: Proactive notifications for known software and hardware issues, including security vulnerabilities, allowing you to take action before you run into any known issues.
  • Release Recommendations: Access to software release recommendations for helping in picking the most appropriate software version for your environment.
  • Bug Portal Access: Access to the a8ÓéÀÖ Bug Portal for reviewing known caveats and associated details.
  • Online Case Management: Customer portal to create new cases, provide updates, and upload necessary files in a secure manner.
  • a8ÓéÀÖ Community Forums via EOS Central: Our online forums help you share insights with other members of the community and leverage collective knowledge to better your experience with our products.

Advance Hardware Replacement

A-Care Service offerings provide worldwide RMA and advance hardware replacement with flexible choices to meet the operational needs of our customers. The offering includes two primary delivery options:

  • Standard shipment-based delivery for advance replacement hardware, with options for Next Business Day, 4 Hour, and 2 Hour service levels. These services are available via SKUs starting with ¡®SVC¡¯.
  • Onsite installation for advance replacement hardware, performed by an onsite engineer with options for Next Business Day and 4 Hour service levels. These services are available via SKUs starting with ¡®OSV¡¯.

.Onsite Service Overview

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Customers are able to choose the level of coverage on their capital investment that is most appropriate for your business. In addition, when you chose to obtain hardware support, you will receive proactive notifications about known hardware issues.

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a8ÓéÀÖ A-Care Services at a Glance

? A-Care
Return-to-Base		 A-Care Next Business A-Care 4 Hour A-Care 2 Hour
? Shipment (SVC) Shipment (SVC) Onsite Service (OSV) Shipment (SVC) Onsite Service (OSV) Shipment (SVC)
Unlimited 24x7 TAC access . . . . . .
Software Download . . . . . .
Online Case Management . . . . . .
a8ÓéÀÖ Community Forums . . . . . .
Advance Replacement of Hardware . . . . . .
RMA service level Standard Delivery Next Business Day Next Business Day 4-Hour 4-Hour 2-Hour
RMA Installation Self Self a8ÓéÀÖ Tech Self a8ÓéÀÖ Tech Self
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Shipment-based RMA Service Coverage Areas

a8ÓéÀÖ Service Depots?are equipped to respond to our customers to meet their business needs - from Next Business Day, to 2-Hour, to 4-Hour advance replacements. a8ÓéÀÖ's global service coverage is shown in the map below.

In addition to the below active locations, a8ÓéÀÖ can bring on new locations as needed through our vast network of worldwide logistics partners.

Policies

Agreements & Documentation