Wireless Controller
Dedicated Wi-Fi control and management for high density and mobility
Andy_G
Staff
Staff
Article Id 192953
Description
In July 2015, Meru Networks became part of Fortinet, the global leader in high-performance cyber security solutions. In January 2016, the Customer Service & Support organizations will be merged.

Account, product, license and support contract information for customers of Meru Networks has been migrated into the Fortinet Customer Service & Support web portal.

This article highlights changes to the support process.  Previous announcements of these changes may be found as attachments to this article.

The following topics are covered in this article:

Support Account
  • Can I change the master account?
  • Does the master account have to be an individual?
  • Do all users have to have full privileges?
  • Do all users have to receive automatic contract expiry and renewal notices?
  • Can I set up my support account so that not all users can access all registered equipment?
  • I previously had access to the Fortinet Support Portal, why do I now have to choose an account?

Assets (Installed equipment, licenses and contracts)
  • How can I identify a product from the Fortinet Serial Number?
  • How can I find a product in my asset list using its Meru Serial Number?
  • Can I find an asset in my asset list using its System ID or Activation ID?
  • How can I identify a license type from the Fortinet Serial Number?
  • How can I identify the controller that is associated with an AP license?
  • Why don't I see all my products in my asset list?  How do I correct this?
  • How can I transfer a unit to my asset list if it has been registered against my partner/reseller?
  • How can I remove an unwanted unit from my asset list?

Assistance Tickets
  • How can I see tickets that I raised in the past with Meru Networks?

RMA Tickets

Solution
Support Account.

The Support Account is the entry point to the Customer Service & Support (CSS) Support Portal.  It provides access to services and links together all support information related to a company.

The Support Account is structured as a master account with associated users.  All equipment, support contracts and licences are registered against the master account.

In the migration of information from the Meru support databases, all users have been linked to a master account as illustrated below:
Master account:  nobody@zzz_corp.com
User          :  andy_howard@zzz_corp.com
User          :  anita_kemp@zzz_corp.com
User          :  angela_howard@zzz_corp.com
All users have been created with full privileges to manage assets related to the master account, to create new users, and to open support tickets.

Support Account Questions and Answers.

Can I change the master account? 
Yes.  The master account ID can be changed.  After logging into the CSS Support Portal, go to the Account Administration section by clicking on the account name (top right of screen) and then take the 'Change Account ID' option.

If the master account ID is changed to an email address that is also defined as a sub-user, the sub-user should be deleted.


Does the master account have to be an individual? 
No.  Most customers opt to use an email alias as their master account.  For example: MIS@zzz_corp.com.  This account and associated password can then be shared between everyone that needs to use the CSS Support Portal and avoids the need to maintain many associated users.

Do all users have to have full privileges? 
No.  Within Account Administration it is possible to limit the privileges of an individual user in terms of ticket creation, and to restrict the equipment that they are able to access (by SN).

Do all users have to receive automatic contract expiry and renewal notices? 
No.  The master account will always receive these notices but you can control which of your users should receive them.  Within Account Administration, go to Manage User and deselect the 'Send Renewal Notices' option.  Note that this feature had been enabled for all users during the data migration from Meru.

Can I set up my support account so that not all users can access all registered equipment? 
Yes.  You can edit the privileges of each user both in terms of their functionality and the equipment to which they have access.  Simply go to the manage user option, select the user, set their permissions to 'Limit Access' and then set up an 'Access List' of the serial numbers to which they should be linked.

An alternative would be to set up multiple master accounts for your company and to split your registered equipment between them.  In this case, please open a Customer Service ticket and give details of how the equipment should be divided.  We will then make the necessary changes on your behalf.

I previously had access to the Fortinet Support Portal, why do I now have to choose an account? 
When Meru account information was migrated to the Fortinet Support Portal it was decided not to merge Fortinet and Meru equipment on the same account.  Some companies may choose to keep equipment separately.  Therefore, you will see your existing Fortinet equipment on one account and your migrated Meru equipment on a new separate account.  If you wish to merge these two accounts please open a Customer Service ticket.





Assets (Installed equipment, licenses and contracts).

It is in the interest of all customers to ensure their customer and product information is kept up
to date to facilitate service delivery. 

Controller products, Service Appliances and the Meru Xpress Cloud XP8i need to be registered as assets in the Support Portal.

Access Point products (with the exception of the XP8i) should not be registered in the account assets.

Licences must also be registered, during the registration process they will be allocated a Fortinet Serial Number.


Assets Questions and Answers.

How can I identify a product from the Fortinet Serial Number? 
Each product model can be uniquely identified from the first six characters of the Fortinet Serial Number.  For example:
FWC15M  MC1550 controller hardware
FWC3KM  MC3000 controller hardware
PMX8IV  WiFi Access Point XP8i

How can I find a product in my asset list using its Meru Serial Number? 
The legacy Meru Serial Number was stored in the 'description' field of all hardware products migrated into the Fortinet Support Portal.  The legacy Meru Serial Number (For example: 1314MC1552190) can be used to search for a product.

Can I find an asset in my asset list using its System ID or Activation ID? 
No.  These fields are not displayed and cannot be used as search criteria in the Fortinet Support Portal.

How can I identify a license type from the Fortinet Serial Number
Each license type can be uniquely identified from the first six characters of the Fortinet Serial Number.  For example:
MLD200  MC3200/MC4200/MC6000-200AP
MLD540  MC1550-40AP

How can I identify the controller that is associated with an AP license
This information can be seen in the Asset section of your account.  Take the option 'Asset' > 'Manage/View Products', select the AP license serial number from the list.  (For example: MLD00500100014XX).  The related controller will be displayed under 'Linked to' in the 'Product Information - General' section.  (For example: Linked To: FWC42M13510090XX).

Why don't I see all my products in my asset list
?  How do I correct this?

Only Controllers, Appliances, and XP8i’ss will be seen in the Asset section of your account.  AP's are not registered.

If you do not see all of your products it may be that they were never registered, that your partner/reseller registered them against their own account, or that they are registered against another account.

Firstly, try to register the missing item by using the legacy Meru serial number.

If you are unable to register the missing item, create a Customer Service ticket and give full details of the item.

How can I transfer a unit to my asset list if it has been registered against my partner/reseller?
Create a Customer Service Ticket and give the details including serial number of the item you wish to transfer.  We will try to contact the partner/reseller to ask them to agree to the transfer.

We make three attempts to contact the partner/reseller.  If they do not reply, we will ask you to provide a photograph of the item tag showing the serial number and the purchase order / invoice from when the item was purchased.

If the partner/reseller refuses to agree to the transfer then we will ask you to contact them directly.
How can I remove an unwanted unit from my asset list?
Create a Customer Service Ticket and give the details including serial number of the item you wish to remove.


Assistance Tickets.

The Support Portal provides the simplest method to create tickets.  There are three ticket types which are applicable for Meru products:
  • Technical Support Ticket
  • Customer Service Ticket
  • DOA/RMA Ticket
A serial number must be entered when creating a Technical Support or DOA/RMA tickets.  The serial number is optional for Customer Service tickets.

There is an entitlement check at the point of ticket creation and the chosen serial number must have a valid current service contract for the type of service that is being requested.


Assistance Tickets Questions and Answers.

How can I see tickets that I raised in the past with Meru Networks? 
No historical ticket information has been migrated into the Fortinet Support Portal.  Only those tickets which were open on January 18th, 2016 have been transferred.

RMA Tickets.


RMA Tickets for Meru products should be raised through the Fortinet Customer Service & Support web portal. 

1. Login to support.fortinet.com with your user ID & password.
2. Go to Assistance > Create a Ticket and select DOA/RMA Ticket.
3. Enter the product serial number as follows:
  • For Meru Controller/Service Appliance/Xpress Cloud XP8I: The RMA request must be opened using the device serial number.
  • For Access Points (all AP models AP1010E, AP110, AP310 etc):
If the AP is used with a hardware controller the RMA request must be opened using the Meru Controller SN or AP license SN.
If the AP is used with a VE controller the RMA request must be opened using the AP license SN.
4. Provide contact information, enter a title for the request and choose the product category.
5. Verify Shipping & Billing Information and confirm if the unit is used in a HA/Cluster configuration.
6. Add a comment to provide the following:
  • Detailed problem description.
  • For AP RMA requests the AP hardware SN and AP license SN.
  • If the request is linked to a previous ticket opened with Meru Networks please provide the ticket reference (starting with 4062-).
  • If the request is for an accessory, for example a power supply, please mention the part that is required to be replaced.


RMA Questions and Answers.


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