VeloCloud SD-WAN Edge Hardware– Support

Products

• VMware VeloCloud SD-WAN Edge Appliance

Issue/Introduction

VeloCloud SD-WAN offers enterprise-grade performance, security, visibility, and control over both the public Internet and private networks. It significantly simplifies the WAN with zero-touch deployment, one-click business policy, enhanced firewall service, easy service insertion, and cloud-based network-as-a-service. This article focusses on how to create a support request for issues related to the SDWAN Edge appliance hardware.

Environment

Support requests are submitted through the Broadcom Support portal. You can find detailed instructions in the article: Contact Broadcom Support. When creating a support ticket for an SD-WAN edge hardware issue, please use VMware VeloCloud SD-WAN Edge Appliance as the product name. Please note that the VeloCloud support team will process only one edge RMA per ticket. 

Resolution

It is required to include the Minimum Data Set information along with any other details that you consider useful when opening the ticket. 

 

Minimum Data Set (For Hardware issues)

Customer Name in VCO:
Partner Name in VCO:
VeloCloud Orchestrator URL:
Edge Name (As Per VCO)
Edge Model & Serial Number
Problem Statement:
Is the edge powering on?
Does fan still function (If applicable)
Edge LED State (Color, Blinking)
Are the status lights on the connected ports lit?
Have you tried to factory reset the edge?
What was the outcome of factory reset? (If factory reset was performed)
Does the edge advertise the default WIFI SSID after factory reset (WIFI models)?
Is the local GUI accessible?
Is console access working? What prompt do you see from console?
Please attach a photo / video of the faulty edge.

 

Shipping Info

What is the Site ID to which this Edge's serial number is associated
What is the Ship to Company Name
What is the Ship to Address including City, State, Country and Postal code
What is the Delivery Contact Name
What is the Delivery Contact Email
What is the Delivery Contact Phone Number
What is the Delivery Contact Phone Number
Special Delivery Instructions, (If Any)