Secure Web Gateway Hardware Support

Overview

To assist you when opening hardware support cases with Skyhigh Security, this Hardware Support Customer Quick Reference outlines the Customer Responsibilities and our Hardware Case Workflow for Part Replacement Troubleshooting.

We encourage you to use this reference to be informed about your responsibilities and engagement while we strive to resolve your issues in the fastest possible time.

Raising a Hardware Service Request

When raising a hardware Service Request (SR), please submit the following mandatory information to Skyhigh Security Support:

PRODUCT DETAILS (one active hardware appliance and S/N per email case)

Product and model (e. g., WBG 5500-E)
Product serial number

TECHNICAL PROBLEM DETAILS

Please provide a description with symptoms of the issue.

LOG FILE DETAILS

GetLogs, SEL, or Linux Diagnostic Tool

For additional information on how to obtain and use the system diagnostics, please click here.

TROUBLESHOOTING DETAILS

Please let us know about any troubleshooting steps you have already performed.

CONTACT DETAILS

Primary Customer

Primary customer full name
Primary customer phone number
Primary customer email address

Secondary Contact

Secondary contact full name
Secondary contact phone number
Secondary contact email address

These persons should be technical resources and ideally have physical access to the hardware to perform additional troubleshooting if required.

Customer Responsibilities

To receive services under Skyhigh Security Hardware Technical Support and Warranty coverage, please be aware that you are responsible for the following:

Use of diagnostic tools to assess the hardware issue. Skyhigh Security in-house and appointed technicians may require you to use diagnostic tools specific to your appliance model to troubleshoot the issue and validate the need for replacement. Use of these diagnostic applications is required before a part and/or technician can be dispatched. Their use may also be required during a technician’s visit.
For additional information on how to obtain and use the system diagnostics, please click here.
Unless you have purchased Same Day On-Site support, you are responsible for the replacement of all customers replaceable units (CRUs).
A monitor, keyboard, and mouse must be available for connections to the appliance during telephone troubleshooting and on-site repair.
A backup of all appliance configuration data (as described in the product documentation) must be available.
We recommend that you have product identification information ready at the time of any contact with Skyhigh Security Support. This includes the serial number for the appliance and your entitlement or grant number.
All software re-imaging, upgrading and patching is in your responsibility.
When preparing access to secure environment(s) including dark data centers and remote sites, please ensure access is enabled in advance to all environments required, so troubleshooting can proceed restriction-free.

Hardware Case Workflow

We kindly ask for your patience and cooperation throughout this workflow.

MILESTONE	CUSTOMER PROCESS AWARENESS
1	Skyhigh Security Support will try to collect as much information regarding your hardware issue to validate your support entitlement.
2	When Skyhigh Security Support is troubleshooting your issue, we may also try to collect system logs from your appliance remotely.
A	The hardware issue is resolved by Skyhigh Security Support without further investigation or escalation.
B1 and C2	If your case is passed on to our partner support service NCR as a diagnosed part issue, NCR will ask you to reconfirm your contact and location details, to ensure that parts are delivered correctly.
C1	If your case is passed to NCR as an undiagnosed issue, remote troubleshooting will be attempted by NCR. If this cannot be undertaken, an on-site visit may be arranged and you will be asked to confirm site access has been enabled.
B2 and C3	To ensure that diagnosed customer replaceable units (CRUs) are delivered correctly, NCR will ask you to reconfirm your contact and location details.
B3 and C4	To ensure that diagnosed field replaceable units (FRUs) are delivered correctly and installed by a field engineer, NCR will ask you to reconfirm your contact and location details and to confirm that site access has been enabled.
D1	If the issue is not a replaceable part, the case is passed to Skyhigh Security Support for further remote troubleshooting. If not resolved, NCR may be required to undertake non-standard tasks on site and you will be asked to assist with arranging site access.

The following diagram shows how the above steps and substeps are related to each other in the workflow.