6WIND
Customer Zone User’s Guide
6WIND Customer Zone allows customers to view, submit and update support requests, also known as cases. It also enables them to download files, such as code releases and documentation.
An identifier is necessary to access the Customer Zone. If you do not have any identifier, contact 6WIND Customer Services and Support by e-mail at support@6wind.com.
The Customer Zone is developed and maintained by 6WIND CSS team. Contact us for any bug report, feedback or comments.
To create a new case, click on “Log a Support Request”, and fill in the fields. For problem reports, a case must comply with the Standard case acceptance criteria (see below). If the case is invalid or incomplete, the customer support representative will ask for additional information before accepting it.
The Severity field should be used as detailed in the section “SEVERITY LEVELS” of the 6WIND end user maintenance agreement.
You will then be redirected to the 6WIND Customer Zone, where you can access your FTP account, as well as create, submit and follow up cases.
From here, you can see:
- the status of the case (see below),
- the date/time when the case has been opened,
- the date/time of the last modification,
- the date/time when the case has been closed,
- the objective date of the resolution of the case,
- the severity of the case.
You can also:
- view all the comments for this case or add a new comment to the case,
- add an attachment to the case (configuration file, traffic capture file, etc.).
You will then be redirected to the 6WIND Customer Zone, where you can access your FTP account, as well as create, submit and follow up cases.
To display the details of a case, click on its subject in the case list. The Status field in the detailed view (see Figure 4. View a case in details) is one of the states defined in 6WIND Case Management process. We distinguish between IN (6WIND is working on the problem) and OUT (6WIND is not working on the problem, for several possible reasons) categories.
| Category | Status | Description |
| In | New | This initial state represents a newly-created case. It generally has no assigned support representative. No action has been taken yet. |
| Working | A support representative has been assigned and verifies first that the case is acceptable as a standard one. The definition of a standard case is detailed below. If the case is not accepted, its status is switched to Wait for the customer to provide additional information or duplication means. At this step, the status can change between Working and Wait until it is accepted as a standard one (see below). Once accepted, the support representative is working on duplicating the problem and providing a first analysis. | |
| Developing | The problem has been duplicated and transmitted to the engineering team. An objective date is provided for a first workaround or an engineering patch. | |
| Out | Pending | A workaround or an engineering patch has been provided. An objective date is provided for delivery of a final fix as part of a patchset or a maintenance release. |
| Check | An official patchset or maintenance release has been provided. 6WIND is waiting for customer’s validation to close the case. | |
| Closed | The customer has verified that the issue is solved, or a feature request has been submitted. | |
| Stand By | Upon mutual agreement with the customer, nothing is done on this case. | |
| Wait | The case is waiting for additional information from the customer. |
Standard for case acceptance criteria
To see the list of all your cases, click on “View Support Requests”.
A standard case:
- is reproduced by the customer on a standard 6WINDGate version (no customer modification), using a reference hardware,
- is declared with relevant information to reproduce the problem:
- 6WG version,
- HW reference,
- network platform description,
- brief description of the problem, including expected behavior,
- exhaustive description of the configuration steps (screenshots), from startup to problem evidence, with expected behavior information, in a readable format,
- requires only standard open source test tools running on Linux on x86 or reference HW platforms to be reproduced (in this case, the necessary source code and binaries of the test tools must be provided by the customer).
Patches
To see the list of all your cases, click on “View Support Requests”.
6WIND support team may provide two types of patches during the lifetime of a case:
- Engineering patch – temporary patch provided to avoid a customer being blocked or to let him verify a fix that cannot be reproduced by 6WIND engineering team,
- Release patch – official patch, provided as part of an official patchset for an official release.
Engineering patches are not guaranteed, nor supported. They are always replaced by a supported corrective patch within a patchset or a maintenance release so that the support case could be closed.
