Wireless Access

Hi all, 

I bought Aruba Access point and Controller from Aruba Authorize partner. They sold PartnerCare supports for all Aruba Products. I connects to website Arubanetworks.com and I only see Arubacare Support. 

So, the question is the different between Arubacare support and Partnercare support? If I buy Partnercare support, I can get what support from Aruba support team?

Best regards, 

Khang

I asked Aruba parner but they said they don't see any document that talks about the differnet between Partnercare and Arubacare on the portal. 

Thanks, 

Khang

The main difference is who will provide support services for you; Aruba (ArubaCare) or the Partner (PartnerCare).   PartnerCare is only available to a small number of partners and not in every region of the world.  If you were sold PartnerCare, then the partner should be servicing your support issues.

Hi Clembo, 

Thank you for your response. 

But as I understand like other products, Partnercare means Partner will support us to solve the problem, open case support, do RMA, etc.... Arubacare means we can contact directly to Aruba team to get Aruba support. 

So, if we buy Parnercare support from partner, we can open case directly with Aruba or not? Do you have any document about PartnerCare?

You should talk to your partner to make sure they are eligible (and capable) of selling and delivering PartnerCare.   They can give you info on the process to open cases if indeed they intentionally sold it to you.  If not, you should talk to them about converting it to ArubaCare to get direct Aruba technical support.

Thanks all for your answer. 

 I understand clearly. 

http://support.arubanetworks.com/portals/0/TAC_QuickReferenceGuide.pdf

Please Refer Page-4

Generally speaking, PartnerCare means you contact your Aruba partner for support instead of Aruba directly.