Support Process

Global Helpdesk
RMA Process

Support Process How to log a fault

Via email

Send an email to Ceragon Support

CeragonSupport@ceragon.com
Auto reply with case number should be received after few
minutes
Case opened with Severity Minor and initial response will
be given by SLA (mostly within the same business day)

Via phone

Local direct dial: +23412774871

General direct dial: +972 3 543 1010

Via web

For SLA customers

Initial response and severity identical to case opened by
email

Proprietary and Confidential

Support Process Initial Response & escalations

The first point of contact will be at our Global

Helpdesk (24/7)

Case can be referred to Regional Support to assist

with local or on site support (Depending on SLA
Agreement)

Case may be escalated to Tier-3 and R&D support

when needed

Proprietary and Confidential

Support Process Details for new case

Contact Name & Company name

Contact Phone
Severity
Problem description including:

phase of affected network (live traffic, in lab, during

installation etc.)
Product exact type and model
SW version
Setup type (1+0, XPIC, MIMO, nodal etc.)
Connected devices (relevant in path/link/network)
Any other details that may be relevant to the issue (tasks
done on-site prior to issue, change of configuration, other
installations in the area, power outages, weather condition
etc.)
Proprietary and Confidential

Support Process Global Helpdesk

Custome
r

Email/We
b
new case

Phone
Helpdesk

Taken
by
Global
Helpde
sk
Yes

Closed

Solve
d
No

Region
al
Suppor
t

On Site

On
Site
or
Tier 3

Escalation

Helpde
sk
Followup
Closed
5

Proprietary and Confidential

Tier 3
(HQ)

RMA Process

Send expected faulty unit to the Ceragon office for

testing.
Active SLA Customers:

Ceragon Nigeria will test all units expected to be faulty

Ceragon Nigeria will return units without faults
Ceragon Nigeria will Log RMA for faulty units.
Ceragon Nigeria will send faulty units for repair.
On receipt of repaired units, Ceragon Nigeria will return the
units

Non SLA Customers

Ceragon Nigeria will test all units expected to be faulty
Ceragon Nigeria will return all units with fault indication
Customer to Log RMA and ship faulty units to address
indicated as part of the RMA response
6

Proprietary and Confidential

RMA Log Process

How to log an RMA:

Via email: Send an email to Repair-RMA

repair@ceragon.com
The customer should complete the RMA request and
submit to repair@ceragon.com for quote (If not under SLA
and or under Warranty),
RMA number and delivery detail will be send back to the
Customer.
Should quote be applicable the customer will have to
submit PO for the repair cost.
Faulty equipment must be send to the address mentioned
when the RMA was logged
if you have more than 5 items kindly send your request in
an excel file with the following columns:
PN

SN

Item
description
Proprietary and Confidential

Faulty Description

RMA Process
Send Faulty
unit to Ceragon
Nigeria

Customer

Customer Log
RMA
via eMail
repair@ceragon
.com

Test Units

Return to
Customer
No

Return Faulty
Equipment with
Fault report to
Customer

Unit
Faulty
Yes

Log RMA
Yes

Send
Equipment
for Repairs
Repair Faulty
Equipment

SLA
Custom
er

No

Issue Quote
for Repairs
Issue RMA
Number and
Address for
Repair
Centre

Customer
Send
Equipment
for Repairs
Return
repaired
Equipment
Proprietary and Confidential

Customer
Issue PO
for Repairs

Closed