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/
Or, by clicking the
Celona Knowledge Assistantbutton in Orchestrator account
Then select Support Cases to be redirected to https://support.celona.io/
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.
Item | Warranty Period |
Celona Access Points, Edge Server Hardware, Antennas and Accessories, Software and Celona Orchestrator. | From commencement of the applicable subscription until expiration of initial subscription term, and automatically extended for as long as the Customer maintains a subscription for the Products, subject to Celona announcing the end of sale for a particular model of Access Point, Edge appliance or Antenna. |
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 return of a 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.
Notwithstanding any end of life announcement, Celona will always support hardware products for the duration of any subscription term in effect at the time Celona announces the end of life for that unit of hardware.
Hardware RMA Process Workflow.
Each hardware RMA will follow standard process as outlined below.
Step 1 - Issue Detection
Examples:
AP not powering up
Physical damage
Component failure
Etc.
Process & Ownership:
Customer / Partner is responsible for notifying Celona regarding suspected hardware failure.
In certain cases, Celona can reach out to the Customer / Partner proactively in case of known hardware issue or proactively generated case.
Step 2 - Support Case Submission
Process & Ownership:
Customer / Partner is responsible for creating a new case with Celona support via one of the following channels
Email: support@celona.io
Customer Support Portal https://support.celona.io/
Phone: 1-888-GO5-GLAN
As part of the case, Customer / Partner should provide:
Type of Hardware experiencing an issue (e.g. Access Point, Edge Appliance, Antenna, etc.)
Hardware model (e.g. AP20, AP22, etc.)
Hardware serial number
Description of the issue
Logs / screenshots if available
Shipping address & contact information for the replacement hardware
Confirmation whether on-site spare hardware is available and will be used ahead of RMA shipment
Celona will respond to the case following standard support SLAs described in Section II.
Step 3 - Case Review & Remote Troubleshooting
Process & Ownership:
Celona support engineer assigned to the case will work on troubleshooting the issue and engage additional L2 / L3 resources as needed.
Additional details or on-site troubleshooting steps might be requested by Celona from the Customer / Partner.
Possible Outcomes:
Configuration or network issue fixed by Celona via software change, Customer / Partner verifies that the issue is restored and support case gets closed.
Celona confirms hardware failure, in this case the flow proceeds to the Step 4.
Step 4 - RMA Authorization
Process & Ownership:
If hardware failure has been confirmed, Celona support engineer will authorize the issuance of advance RMA and notify Customer / Partner.
RMA number will be generated and shared with Customer / Partner for the reference.
Customer / Partner is responsible for providing accurate shipping & contact information for the replacement RMA hardware.
Celona will provide instructions for returning the failed equipment and pre-paid return shipping label if applicable (instructions might vary based on the country where network is deployed).
Step 5 - RMA Shipment
Process & Ownership:
Celona will ship replacement hardware within one business day following issuance of the RMA.
Customer / Partner will receive automated email notification once the RMA order gets shipped including tracking number.
Customer / Partner is responsible for checking order delivery status via provided tracking number and notifying Celona in case of delivery issues.
Customer / Partner is responsible for performing visual inspection of delivered RMA hardware to ensure no damages during transit.
Note:
Additional import / export considerations might be applicable in case of shipments outside of US.
Always check with Celona on the shipping terms and conditions per country.
Delivery times of the RMA hardware might vary based on country.
Step 6 - Hardware Replacement
Process & Ownership:
Customer / Partner is responsible for un-installing failed hardware and replacing it with the provided RMA unit.
Celona can assist remotely with verifying that the replacement hardware is up and running post installation.
Customer / Partner is responsible for notifying Celona regarding completion of the failed hardware de-installation, so that Celona can remove it from Orchestrator inventory.
License Management:
Remaining subscription / license from the failed hardware unit will get transferred to the replacement RMA hardware.
Special case: if Customer / Partner has an available on-site spare hardware and prefers to use it ahead of receiving the RMA replacement, following steps need to be followed
Customer / Partner needs to notify Celona support engineer regarding the intent to use on-site spare prior to the RMA unit shipment and provide serial number of the corresponding spare unit.
In this case, Celona will add spare hardware to the Orchestrator inventory and transfer remaining subscription / license from the failed hardware unit to the specified on-site spare.
Shipped replacement RMA will not get activated with a license in Orchestrator, it will be treated as a replenishment for the on-site spares pool.
Step 7 - Return of Failed Hardware
Process & Ownership:
Customer / Partner is responsible for packaging the failed hardware unit (box from the delivered RMA unit can be re-used for this purpose) and include printed RMA number / reference with the hardware.
Customer / Partner is responsible for shipping failed equipment back to Celona using provided instructions and pre-paid shipping label (if applicable).
Note: shipping instructions and import / export considerations might vary by country. Always check with Celona on the shipping terms and conditions per country.
Customer / Partner should notify Celona once the failed hardware unit has been shipped.
Step 8 - Case Closure
Process & Ownership:
Upon receiving failed hardware, Celona will close the support case and Customer / Partner will get notified.
Celona will perform internal troubleshooting and engage hardware manufacturer if needed.
If possible, Celona will provide RCA analysis to the Customer / Partner once available.