Arista Support & Community Guide

Arista Registration
Educational Institutions Additional Steps

Contacting Support
Opening a Service Request
Manager Call Back
Priority Levels
Return Merchandise Authorization (RMA)

Arista Community
Knowledge Base
Forum
TOI
Arista.com
Video Library
Support Portal
User Roles
Case History
RMA
Install Base
My Account
User Guide

Other Resources
Arista Registration
In order to take full advantage of the Arista Community, support resources and knowledge base,
you must have an Arista user account.

To register, please visit Arista.com/en/login and click on “Need a User

Account”: https://www.arista.com/en/user-registration

On the “User Account” form, enter the required fields, with special attention to the following
fields:
● Email: The email used on the form must match your organization’s email domain. Generic
email domains such as gmail.com or yahoo.com will not be accepted.
● Company: If multiple subsidiaries, the general company name or the main subsidiary name
can be entered here.
● Country: This is the billing country for your company. If you manage multiple countries or
there’s no subsidiary in your country, enter the headquarters billing country.
● Serial Number: Not required, but this will help ensure your registration goes through
successfully. *

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On the next screen, select your User Role: Customer, Partner, or Guest.

Once the User Account form is submitted, you will receive an activation link in your email. Activate
your account by clicking on the link. After this step, your user account is active and ready to access
the Support Portal and Arista Community Central.

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 Users are required to revalidate the account once a year (from the time of registration or the
last revalidation) to confirm the email address is still valid. An email reminder will be sent to the
user 15 days prior to the revalidation due date with a revalidation link so the user can choose to
revalidate at this time to keep the account active. The user will receive a second email on the
due date if the account is pending revalidation from the email “no-reply@arista.com”.

Registered users will be given permission to view resources on www.Arista.com and

https://aristanetworks.force.com/AristaCommunity/s/ based on the account type (Customer/Partner)
and support status.

Educational Institutions Registration Additional Steps

Students and staff of Educational institutions share the same email address domain. There is a
potential security breach if a student tries to access Arista resources, because all users can get
associated with the customer account by simply entering their email address, country, and company
name.

To prevent unwanted student registrations, Arista now requires additional steps when the Industry
selected on the registration form is “Education - Higher” and “Education - K12”.

Users who enter “Education - Higher” or “Education - K12” on the registration form, will be required to
enter a serial number that is linked with the customer account. If the serial number can be validated,
the registration will go through, otherwise, the user will be kept as a guest and will not have access to
gated Arista resources.

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Next screen:

The user will not be associated with the customer account until a valid serial number is entered. If the
serial number entered is invalid (not found on the customer account) the user will be retained as
Guest User and the account will be blocked.

Users can go to My Profile page via https://www.arista.com/en/users/profile to update their User Role
to Customer a to add a valid serial number on the screen which will unblock their account:

Contacting Support
There are multiple ways to get assistance from the Arista Support organization.

1. For assistance during a network outage or urgent scenarios, we urge you to contact Arista

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 TAC via telephone on our customer support hot-line.

Arista IVR
+1-408-547-5502 and +1-866-476-0000 (Toll free within the USA)

Please see our full list of country specific telephone numbers:

https://www.arista.com/en/support/customer-support

2. For other, non-urgent, support issues please feel free to send Arista TAC an email to:
➢ General Arista Product Support: support@arista.com.
➢ Cognitive WiFi Product Support: support-campus@arista.com
➢ Awake Security Product Support: support-security@arista.com

3. You may also use the Arista Support Portal at:

https://www.arista.com/en/support/customer-portal

The use of the Support Portal allows greater overall visibility and functionality for an end
user. Once logged in, the user has online capability to view, create, and edit service
requests, view inventory information, such as location, support contracts, and EOL
dates. Admin users can also manage user permissions for the account.

Opening a Service Request

A service request is opened when contacting Arista’s global support organization via one of the
methods mentioned above. You will be assigned a service request number with the following format:
“SR <6 digit number>”. To speed up response, this number should be referenced when working with
Arista Support.

The information provided when opening a service request can greatly reduce the time it takes to
come to a resolution. Please assist us by providing the following information:

● Details of the problem experienced.

● The output of ‘show tech-support’, (file includes product serial number, software level and
diagnostic information, compressed if possible.)
● Any supplementary information which could be useful as part of service request engagement
i.e. network diagrams.
● Name and contact details.

Manager Call Back

Arista is dedicated to providing the highest level of support. If at any time you feel your problem is
not being properly addressed, please let us know you would like to speak with a Manager via the
service request email thread or via phone with your service request ID.

You can also email tac-feedback@arista.com.

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Priority Levels

Arista follows industry standards with regards to how service requests should be prioritized during
initial service request engagement. The priority in a service request should determine how Arista
and the customer allocates resources and visibility across their respective organizations.

Arista Support will provide a timeline resolution to any issues or questions that our customers
encounter, no matter the priority level. Below are the established initial response times for each
priority level per the Master Services Agreement (MSA).

By default, all service requests are opened with a P3 priority, unless otherwise specified. To change
the priority of a service request, simply state it in the email subject line or in the body of the email,
via phone directly with a TAC engineer, or via the Support Portal.

Return Merchandise Authorization (RMA)

An RMA can be requested by opening a service request with Arista Support. Once TAC
identifies the hardware fault, an RMA ticket will be created.

● A-Care Service Contract denotes delivery speed: NBD or 4 Hour

● Coverage is tied to switch. FRUs retain that coverage.
● 3:30 PM cutoff in region for NBD shipment (US PST, EMEA CET)

The following information will help expedite the RMA process:

● Show version (output includes product serial number which determines SLA)
● Shipping address to where someone can receive the part(s)
● The install location of the switch, if different to the ship location
● Contact name and telephone numbers
● Any additional logs as may be requested during the service request engagement

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Arista Support will provide you with an RMA number as well as tracking information for the
shipment. This information is also available via the Support Portal > RMA Details tab.

If failure analysis is required, please return the faulty hardware back to Arista at your
earliest convenience.

Arista Community
The Arista Community is designed to bring our customers together on a single platform where you
can engage and collaborate on our forums with other customers and Arista engineers, share your
expertise, access support data, and most importantly, search for content via our new AI powered
search tool. We aim to enhance your search experience and provide up-to-date and relevant
recommendations.

The community has 4 major sections: Knowledge Base, Forum, Support Portal, Video Library

It also provides links to other important resources such as TOIs, Arista Corporate Website,
Webinars, Deployment & Implementation Guides, and Training.

Knowledge Base

The Knowledge Base page displays all the articles organized by technology, product type and
corresponding software features. Users can search and filter results and also sort by date, views,
and language. The “Clear all Filters” button will reset all filters.
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Forum
In this section, users can interact with other users. The Forum is also organized by Topics (these
correspond to the main technologies offered by Arista) to help you find content specific to your
Arista gear.

Questions and answers can be posted to the General page which includes all topics, but can also
be posted on the specific Topic. Each Topic is also subdivided by Product Type to narrow the results
even further.

Users are required to login in order to like, answer, comment or ask questions.

Please note: Registered “guest” users without a matching company account in our records, will
not have the ability to engage in the new community. To become an Arista customer, please
contact sales@arista.com.

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TOI

Click this tab to be redirected to the TOI page on Arista.com and access the latest
releases.

Arista.com

This tab will redirect you to the Arista Corporate Website where you’ll find product information,
news, and much more!

Video Library

Here you can find all the videos uploaded to the Arista YouTube channels: Arista Networks
and Arista Community (previously known as “EOS Central”).

To open a playlist, click the menu button on the first video to expand the list of videos on the same
playlist.

You can watch the videos directly on the page or click on the playlist title to go directly to the
YouTube channel.

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Support Portal

The Support Portal is an easy-to-use tool to manage your interactions with Arista Support and to
help manage your network’s inventory.

The Support Portal has the following functionalities:

● Open a service request
● View your organization's case history
● Add notes to an existing service request
● Upload attachments to an existing service request. This feature is HTTPS-based security, and
hence useful for customers concerned about secured file transfers
● View solutions to common EOS/switch management problems
● View your organization’s inventory of Arista devices

User Roles

The Support Portal has two types of user roles: Standard and Admin.

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All users will be assigned a Standard role by default. Admin role is assigned upon request. This
request can be submitted via the Support Portal, under My Account page.

A Standard user can request Admin rights via the Support Portal. Login to Arista.com, go to
Support Portal then click on My Account > Request Admin Access.

You will be required to confirm that you are authorized to manage user access for the account:

Upon submission, the Admin Request Status will be updated to “Pending” until your
account manager approves the request.

Additional Admin requests will be approved by the new Admin on the account.

Please allow up to 48 hours to get the first Admin request approved. If you haven’t heard
back within this time period, please email registration@arista.com.

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Admin users can approve/reject pending other Admin Users Requests on the “Admin Access”
page. They will also be able to manage user access via the “Admin Access” page.

To modify individual user access, click on the “Edit” button, update permissions and click on “Save”.

Admin Users can deactivate users by clicking the “Deactivate User” checkbox and in turn, they can
reactivate users by unchecking it.

Arista accounts have Global Access enabled by default. This means, all users associated with an
account will see their own created cases, cases opened by other users on the account and any
associated child account(s).

Global Access can be disabled upon customer request or the Administrator on the account can
modify individual user permissions (grant or remove access to service requests, install base, etc.)

If you have any questions or wish to disable Global Access at the account level, please contact
your sales rep or contact registration@arista.com.

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Case History

This is the landing page when you log in to the Support Portal. From here, you can:
● Open a new service request
● View all service requests for your account
● Filter by open/closed service requests: Up to 5,000 service requests
● View/update service request details: Including contact email addresses, email history,
attachments, priority
● Add comments or upload files
● Export service request history

Click on the “New Case” button. A new window will appear showing the service request
creation form.

RMA

In this screen, you can review RMAs that have been requested by you or any other users on
the same account and associated child account(s).

Click on the RMA number to view the defective part numbers that were part of the RMA request:

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The view shows the defective serial number, carrier used to ship the replacement unit and the
delivery status. RMAs with more than one defective serial number will show multiple lines, each with
the respective shipping details.

To view additional information related to the defective serial number, click on the Defective Serial
No. field and a new window will display shipping, tracking, defective, and replacement unit
information.

Install Base

The “Install Base” page is very useful for managing a company’s inventory and service contracts of
Arista equipment. Software licenses and non-serialized products are not available on the Support
Portal. For license information or to inquire about software products, please contact your account
manager. Installed base access is managed by the Admin user on the account who can give
visibility to the account records.

In this section you can see:

● Part Number
● Serial number
● Support Status (Active, Expired)
● Support Entitlement (Next Business Day, 4 Hour, etc.)
● EOL Date

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 ● Service Start/End Dates
● Inventory location (this is important to maintain proper depot stocking for RMAs) ● RMA
related information if the switch was reported as defective and is pending for return or it was
sent as an RMA replacement

My Account

In this section you can see your contact information, the status of any Admin Requests and
the name of the existing Admin user on the account, if any.

If you need to update your contact information, click on My Profile on the top right hand of
the screen.

User Guide
In this section you’ll find this guide in PDF format for easy reference.

Other Resources
The Arista.com website gives you access to multiple support related resources:

● Arista Community: Knowledge Base, Customer Forum, Videos, and more! ● Support
Portal: Case and RMA history, Inventory and Support Contract Information ● Support
Tab: https://www.arista.com/en/support
○ Support Information: Support Overview, A-Care Services, Support Policies
○ Software Downloads: EOS Software, vEOS, Product Stencils
○ Advisories & Notices: Security Advisories, Field Notices, End of Life Notices ○
Product Documentation: Software & Hardware Configuration and Installation Guides ○
Training: Hands-on & Virtual Training Offerings
○ Software Bug Portal: Bugs Database
● WiFi Launchpad

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