Please use the escalations alias and contact your local Aruba sales team. I don't know the details, but what you describe is not my experience, and for sure not what you should expect from Aruba Support. As in any organization sometimes things go wrong, and if they start going wrong it may by 'Murphey's law' go wrong again when it is tried to be fixed. Sometimes it helps calling in by phone if it is urgent (I think phone even is the designated route for urgent cases).
Contact and escalation information is in the '
TAC User Guide'.
------------------------------
Herman Robers
------------------------
If you have urgent issues, always contact your Aruba partner, distributor, or Aruba TAC Support. Check
https://www.arubanetworks.com/support-services/contact-support/ for how to contact Aruba TAC. Any opinions expressed here are solely my own and not necessarily that of Hewlett Packard Enterprise or Aruba Networks.
In case your problem is solved, please invest the time to post a follow-up with the information on how you solved it. Others can benefit from that.
------------------------------
Original Message:
Sent: Nov 12, 2021 08:39 AM
From: Gary Naeger
Subject: Clearpass TAC
Is it just me, or has clearpass tac taken a turn for the worse?
I have had scheduled calls that the tech wanted to rescheduled. I have had tickets closed - that i did not request to be closed. They want to do everything by email which adds days. Today i had a license activation issue, i had a ticket with dates but it was closed, i told them it was service impacting and they wanted to call me back in an hour..or so. I had to refuse to hang up until a shift supervisor got on the call and resolved the issue.
I hope this is not an indication of what the other support centers are like.
------------------------------
Gary Naeger
------------------------------