Avi Support Case Workflow

This article describes the workflow of cases submitted by Avi customers to Avi Support. Be it initiated over the phone or directly via the Avi Customer Portal, a case can be viewed and managed by visiting www.avinetworks.com/portal. Read Using the Avi Customer Portal for full details on support case submission and tracking.

Four case types are defined: issue, bug, enhancement and question. As a case moves toward resolution, it may be reclassified, and therefore its type may change, as shown in the third column of the below table.

Case
Type
Description Can be reclassified as
issue
  • Customer is having trouble with Avi's product
  • Avi Support team helps customer resolve the issue
bug or enhancement
bug
  • The reported behavior is identified as a defect within Avi's product
  • The case works its way through Avi Engineering for a fix
  • Case is resolved when the fix becomes part of an official release
issue or enhancement
enhancement
  • New feature request from the Avi customer
  • Works its way through engineering
  • Case is resolved when the enhancement becomes part of an official release
issue or bug
question
  • Customer has a question about a product feature, configuration, documentation, or anything else
  • Avi Support team helps customer with the answer
  • A Knowledge Base article may result
bug or enhancement

 

Case Types and Reclassification

Fundamentally, a customer will submit a case to Avi Support for just one of two reasons:

  1. S/he has question, or
  2. S/he is having trouble with Avi's product.

Be it a question or trouble, it would be unfair to expect a customer to accurately predict the ultimate resolution of the case. For example,

  • How can a customer be sure s/he is observing defective product behavior as opposed to missing functionality within the product?
  • If a customer asks a “how to” question, how can s/he be sure there is an answer? It is conceivable there currently is no way for the product to do what the customer asks; an enhancement may be necessary.

For these reasons, when creating the case, the most reasonable starting point for the customer is to choose between a type of “issue” or “question.” Let Avi Support worry about reclassifying it, if need be.

On the other hand, when the customer creates a case on the Customer Portal, s/he is permitted a choose any one of the four types. The customer’s classification may indeed be correct, but observe the following situations requiring a change:

  • The customer surmises an enhancement is required.
    • Avi Support determines the existing product is indeed designed to deliver that functionality, but is being impeded by a bug.
    • Avi Support concludes not enough is known about the observed behavior to determine existing functionality is missing or defective. The case is up-leveled to an *issue *pending additional data gathering.
  • The customer believes a bug is the root cause of his/her problem.
    •  Avi Support determines functionality is absent, as opposed to errant. The case is reclassified as an enhancement.
    • Avi Support concludes not enough is known about the observed behavior to determine existing functionality is missing or defective. The case is up-leveled to an *issue *pending additional data gathering.

Updated: 2018-01-20 12:43:49 +0000