Celona 5G LAN platform provides turn-key private wireless solutions covering both software and hardware components under an active subscription. Celona express support and limited lifetime warranty are included with all 5G LAN subscriptions making ordering process easy. Unlike other private wireless vendors, Celona’s pricing is transparent and eliminates any hidden costs associated with purchasing additional support & hardware warranty plans – allowing enterprises to easily deploy and utilize Celona 5G LAN network.
This article is organized as follows:
Section I. Detailed instructions on how to create and track support cases.
Section II. Overview of support SLAs.
Section III. Details on hardware warranty and RMA process.
Section I – Support case creation & tracking.
Option #1. Create new case via Customer Support portal.
Getting started with Support portal.
Customer Support portal can be accessed in 2 ways:
Directly from the browser: https://support.celona.io/
By clicking ? button in Orchestrator account
A separate account needs to be created for the support portal (Orchestrator credentials won’t work). First time users can request access by following below steps:
Click on the “Request access here” hyperlink
Add email and press “Next”. Registration link and instructions on the next steps will be will be sent to provided email. Important: username must be in the following format: corporate email + “.celona”. Example: joe@company.com.celona
Existing users can log in with their Support portal username & password.
Navigating within Support portal.
“Home” tab contains useful videos and resources for deploying private wireless networks.
Check “Product Documentation” tab as it might contain relevant documents related to the experienced issue or question.
New cases can be created from “Create a Case” tab.
In order to submit a new case to Celona support team, fill in a quick form specifying subject, Type (Feature Request / Question / Critical / Major / Minor), and Description. Make sure to attach relevant documents & screenshots to equip Celona support team with the details necessary for the quick resolution. Press “Submit”.
A representative from Celona support team will reach out if any additional details are required.
Open cases can be tracked and closed from the “Cases” tab.
Note:
A case can be closed if it was submitted by mistake or has been resolved.
A case can be escalated by pressing “Escalate” button – it would automatically upgrade case type to Major and Celona support team will get notified.
Option #2. Create new case by sending an email to support@celona.io.
A new case can be generated by sending an email directly to support@celona.io. Make sure to include all relevant details and attachments. Submitting an email will automatically create a case that can be tracked from Customer Support portal https://support.celona.io/.
Section II – Support SLAs.
All Celona CBRS 5G LAN subscriptions include Express technical support covering
Unlimited number of support requests via Celona support portal
Free access to online documentation
Software updates for Celona platform including Celona Orchestrator, Edge OS, and Access Points OS
Celona Express Support adheres to the following SLAs.
Feature | Response time / SLA |
Hours of Operation | 24 x 7 x 365 |
Length of Service | 3 or 5-year subscription that can be subsequently renewed |
SaaS & Access to Product Updates | Yes |
Method of Access | Email and chatbot |
Access to Help Center, Knowledge Base and Community Forums | Yes |
Number of Support Requests | Unlimited |
Root Cause Analysis | Severity 1 & 2 by request |
Critical (Severity 1) Response Time | 1 hour |
High (Severity 2) Response Time | 4 hours |
Medium (Severity 3) Response Time | 8 hours |
Low (Severity 4) Response Time | 24 hours |
Severity Level | Definition |
Critical (Severity 1) | Product is inoperable or its performance is so severely reduced that Product cannot be utilized. No workaround is available. |
High (Severity 2) | There is significant Product performance degradation, but a workaround is available. |
Medium (Severity 3) | There is an issue or defect causing minimal business impact. |
Low (Severity 4) | Request for information; administrative requests |
Section III – Hardware Support & RMA.
For the warranty period set forth below, Celona will replace any defective hardware for no additional charge to Customer.
Hardware | Warranty Period |
Celona Access Points & SIM Cards | From Start Date until expiration of the Service Term, and automatically extended for as long as the Customer maintains a subscription for the Products. |
Celona Edge Appliances and External Antennas | 3-years from the Start date of the Service Term |
Celona hardware products are eligible for advance replacement during the applicable warranty period, in which case the replacement hardware units will be shipped to Customer (at Celona’s cost) within one business day following issuance of the RMA.
To request a return of any defective hardware product during the warranty period, Customers can notify Celona at support@celona.io (or if the products were purchased through a Celona authorized reseller, by notifying the reseller). The Celona team will assist in diagnosing the technical problem and if the resolution requires hardware replacement, Celona will provide instructions regarding RMA process and confirm address to send an advance replacement unit.
All warranty period extensions are subject to Celona announcing end of life of any Product (upon at least 6 months prior notice). Notwithstanding any end of life announcement, Celona will always support hardware products for the duration of any Service Term in effect at the time Celona announces the end of life for that unit of hardware.