Support Policies and Procedures

In incidents when you need to report a problem that you find when using our products, please make sure that you have done the recommended hardware diagnostic procedure. In addition, please prepare the following basic information to facilitate speedy troubleshooting:

  • Hardware or Software Serial Number
  • IP Address
  • Login Credentials
  • Date and Time of Occurrences
  • Description of Problem
  • Information on any recent changes or upgrades done
  • Results of initial diagnostics and tests performed
  • Current configuration

You may also be asked for additional information such as:

  • Traffic capture from the end-user device
  • Traffic capture on the gateway
  • End Device Information – MAC Address, ARP table information, IP Configuration Information

IG4100 VERIFICATION CHECKLIST

Please check the gateway using the following instructions and send us the result of each check for our evaluation.

Visual Checklist

  • Ensure the power switch on the back panel is switched on
  • Ensure all Ethernet cables are working and connected securely
  • Verify if the LED on Power Adapter and the “Status” LED on IG 4100 Chassis are lighted on.
  • Verify if all ports are in good physical condition (e.g. Ethernet Port, Serial port, USB port etc)
  • Verify if the “Speed” and “Link/Act” LEDs for each connected Ethernet port light are on.

Functional Checklist

Serial port (PMS) Verification

  • Connect a PC/Laptop to the “Serial” port using a working RJ45 to Serial cable*
  • Establish a Serial session** using HyperTerminal or equivalent application
  • Restart the IG4100
  • Press ESC immediately when you see the message “Press any key to continue” prompted
  • Press ESC again immediately when you see the message “Press ESC to enter the menu” prompted
  • You will be prompted the boot loader menu, Capture the menu screen and select the first option to boot
  • Capture the last screen it stops on the Serial Session

b. USB port (Console) verification

  • Connect a PC/Laptop to the “USB” port using a working USB to Serial Converter and a working Null Modem Cable*
  • Establish a Serial session** using HyperTerminal or equivalent application
  • Power up the IG4100 if it’s not powered on
  • Verify if you are able to see the console login prompt after pressing any key on the Serial Session

c. LAN port verification

  • Connect a PC/Laptop to the “LAN” port of the I43100 using a straight network cable
  • Check if the “Speed” and “Link/Act” LED for the LAN port on the IG4100 are lighted on
  • Check if you can get an IP Address from your PC/laptop

d. WAN port verification.

  • Connect a PC/Laptop to the “WAN” port of the IG4100 using a straight network cable
  • Check if the “Speed” and “Link/Act” LED for WAN port on the IG4100 are lighted on
  • Configure the PC/Laptop with an IP address of the same subnet as the IG4100 WAN IP (default 192.168.0.1).
  • Check if you are able to browse the admin GUI using URL https://IG4100_WAN_IP/admin/

e. OPT1 and OPT2 port verification.

  • Connect a PC/Laptop to the “OPT1” and “OPT2” port of the IG4100 using a straight network cable
  • Verify if the LED for each port lights are on

Other Verification

Ensure there is no disruption on the power source

  • Ensure the Room temperature is not overheated
  • Ensure the Chassis temperature is not overheated
  • Verify if there are any unusual sounds (e.g. HDD)

* Additional USB to Serial Converter is required if Serial COM port is not present on the PC/Laptop

** Ensure your Serial Session setting as below:

Baud rate – 115200
Data bits – 8
Parity – None
Stop bits – 1
Flow Control – None 

Diagnostic Steps

Prerequisite:

  • Access to the machine with the suspected fault
  • FAT-formatted USB drive

Steps:

  1. [For InnGate 3.0x versions only] Insert USB installer into the external USB port.
  2. Boot into the USB installer’s Recovery & Diagnostics menu. Intercept menu within 3 seconds by pressing the Up/Down arrow key.
  3. Activate the Diagnostics Quick Tests option. Should you see the warning “No external USB drive detected“, it means the log file will not be saved. You will have to insert an extra USB drive and reboot (Go back to Step 1). If the system has successfully detected your extra USB drive, the log file shall be saved in that drive.
  4. [Proceed only if your external USB drive has been detected] Press any key to start the diagnostics.
  5. At the end of the diagnostics, you will see a reminder to look out for the red-highlighted word ‘Fail’.
  6. Press any key to review the log listing.
  7. Use Up/Down/Page Up/Page Down to scroll up/down the log listing.
  8. Press <Esc> to exit the log listing.
  9. The system shall prompt you to remove the external USB drive. Press Ctrl-Alt-Delete.
  10. Remove external USB drive. You should safe-keep the log file, which can be used to support RMA.
  11. Press Ctrl-Alt-Delete to reboot. If you press any key, you will see the command prompt; you should still proceed to press Ctrl-Alt-Delete

To ensure that all unserviceable equipment returned to ANTlabs will be attended to in the shortest time possible, just follow these simple steps to initiate the RMA process:

  1. Once a hardware failure is confirmed by ANTlabs Tech-Support, an RMA Request Form will need to be filled.
  2. Tech-Support will also provide an RMA Number along with the form.
  3. Complete the RMA Request Form and send it back to us.
  4. Tech-Support will contact you to determine the RMA requirements and replacement.
  5. Ship the RMA unit back to ANTlabs, including the RMA Request Form and/or other relevant documents.

As a product matures, its future functional relevance is determined by trends in market demand and technology innovation.

Taking these factors into consideration, a product may be deemed to have reached the end of its product life cycle. And newer products with functionally richer technology may be available as candidates for replacement.

Products that have reached the end of its product life cycle will be subject to ANTlabs’ product policy for EOL (End-of-Life) and EOS (End-of-Support).

EOL / EOS Policy

SG 4210 and SG 4400 EOL Announcement
1 October 2019

Account Printer AP 2100 EOL Announcement
26 September 2019

IG 4100 Series EOL Announcement
01 May 2019

IG 4210 – 500 EOL Announcement
01 May 2019

IG 4200 EOL Announcement
01 August 2018

SG 4200 and SG 4300 EOL Announcement
01 June 2017

IG 3100 EOL Announcement
01 October 2016

Account Printer AG300E EOL Announcement
01 May 2016

InnGate 3.10 (E-series and G-Series) EOL Announcement
01 May 2016

InnGate 3.10 M-Series EOL Announcement
01 August 2013

SSG 3.0 M2000, S4000, 3.1 M2000, S4000, E10000, and 3.2 S4000, E10000 EOL Announcement
01 July 2013

InnGate 3.02 E-Series, 3.01 G-Series, 3.00 M-Series EOL Announcement
01 March 2013

InnGate 3.01 E-Series EOL Announcement
01 July 2012

ASP Cloud Support

This Service Level Agreement (this “Agreement”) sets forth ANTlabs’ obligations and our customers’ rights with respect to the performance of ANTlabs ASP Cloud Services (ASP Cloud). All capitalized terms used but not otherwise defined in this Agreement have the meanings given to them in the End Customer Agreement between you (the “Customer”) and ANTlabs.

1. Definitions. For purposes of this Agreement, the following terms have the meaning described below:

Term” means the time period from the start to the end of the ASP Cloud service subscribed by the Customer.

“Downtime” means the time during which ASP Cloud is unavailable for use by Customer as confirmed by both ANTlabs and the Customer.

“Monthly Uptime Percentage” means the maximum number of minutes in a calendar month minus the Downtime (in minutes) suffered in the affected calendar month, divided by the maximum number of minutes in the same calendar month.

“Service Credit” means the number of days that ASP Cloud will add to the end of the Term, at no charge to Customer.

2. Service Level Warranty. During the Term, ASP Cloud will be operational and available to Customer at least 99.95% of the time in any calendar month (the “Service Level Warranty”). If the Monthly Uptime Percentage does not meet the Service Level Warranty in any calendar month, and if Customer meets its obligations under this Agreement, then Customer will be eligible to receive Service Credit as follows:

 
Uptime Days Credited
< 99.95% – ≥ 99.0% 3
< 99.0% 15

3. Customer Must Submit Request for Service Credit. Customer must notify ANTlabs within 30 days from the time Customer becomes eligible to receive a Service Credit, to request for Service Credits described above. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.

4. Maximum Service Credit. The aggregate maximum amount of Service Credit to be issued by ANTlabs to Customer for all Downtime that occurs in a single calendar month will not exceed 15 days. Service Credit may not be exchanged for, or converted into, monetary amounts.

5. Exclusions. The Service Level Warranty does not apply to any services that expressly exclude this Service Level Warranty (as stated in the documentation for such services) or any performance issues (i) caused by strikes (other than strikes of a party’s own employees), shortages, riots, insurrection, fires, flood, storm, explosions, acts of God, war, governmental action, labor conditions (other than with respect to a party’s own employees), earthquakes, material shortages or any other causes that are beyond the reasonable control of a party so long as the parties use commercially reasonable efforts, including the implementation of business continuity measures, to mitigate the effects of such force majeure., (ii) that resulted from Customer’s equipment or third party equipment, or both (not within the primary control of ANTlabs), or (iii) that otherwise resulted from Customer’s violation of the restrictions or Customer responsibilities set forth in the Customer Agreement.

6. Exclusive Remedy. This Agreement states Customer’s sole and exclusive remedy for any failure by ANTlabs to meet the Service Level Warranty.

This section describes customer data stored by ASP Cloud and how long this data is being retained.

ASP Cloud will handle 2 broad categories of data: (1) user data and (2) management data.

User data refers to users’ networking traffic (e.g. email, web browsing, applications etc.).   Actual user traffic is not stored on the ASP Cloud.  Such traffic is usually routed directly to the Internet via local breakout at the WAN uplink at the customer’s site.  Thus, ASP Cloud does not have access, nor store customer user traffic (network traffic, web browsing, streaming or other user applications, etc.).

In order to provide centralized management and other control or configuration functions, the ASP Cloud will communicate securely with the customer’s network devices (service gateways, ASPs, and WLCs, etc.) to gather, analyze and store such management data in the AWS cloud infrastructure.

ASP Cloud collects and stores customers’ management data and analytics on the user traffic. Only device management traffic from network devices (service gateways, APs and WLCs) is directed to ASP Cloud through a secure tunnel over the internet.

Examples of customer management data include:

  • Configuration data – Includes organization-level configurations and site-level configurations made in the ASP Cloud dashboard
  • Account data – Includes user account information and profiles
  • Network device data – Includes connected devices (mac address, IP address, SSID associated to, etc.), network traffic and analytics, visualizations and network insights into traffic, access logs, etc.
  • User-uploaded assets – Includes any assets uploaded by users such as custom portals which can include HTML pages, javascript, images, etc.

ASP Cloud stores the data within the region where AWS is hosted (e.g., ASP Cloud can be hosted in the EU region provided by AWS datacenters in the EU, and similarly can be hosted in North America provided by AWS datacenters in the U.S., etc).

  • EU: 12 months
  • Rest of the world: 24 months

ASP Cloud can store data either based on time duration or number of logged events, depending on the type of data.

Most log tables are stored based on the number of entries. Below are the log tables that expire data based on the number of entries:

  • Admin logs (Organization > Admin logs)
  • User logs ( Organization > User logs)
  • Authentication Logs (Reports > Authentication logs)
  • Client Usage
ANTlabs ASP Cloud is hosted on AWS for all global customers, leveraging on AWS infrastructure of fully redundant and highly available data centers.  ASP Cloud stores the data within the region where AWS is hosted (e.g., ASP Cloud can be hosted in the EU region provided by AWS datacenters in the EU, and similarly can be hosted in North America provided by AWS datacenters in the U.S., etc).
Amazon AWS compliance includes:
  • Sarbanes-Oxley (SOX)
  • ISO 27001
  • PCI DSS Level I
  • HIPAA
  • SOC1 Audit, SOC2, SOC3
  • and more
S1: Critical

An incident that results in a critical service impact for a Production System:

  1. A complete or substantial loss of service when using a Production System, or
  2. Major data loss or corruption making an essential part of the Production System, or
  3. Inability to use a mission-critical application within a Production System
e.g.
  1. Production System crashes, freezes, or hangs in multiple instances, which is affecting service quality for all users.
  2. Single or multiple key services are unable to start, function, and respond normally, which is affecting service quality for all users.
  3. Data corruption that affects the normal functionality of the system.
  4. No known existing procedural workaround for reported problem.
  5. Production System must be bypassed for resolution.
  6. It includes hardware related issues or faults for the Production System
  7. Persistent occurrence of the reported problem.
S2: Major Impact

An incident that results in some service impact for a Production System, which affects a large number of users

  1. The functionality of the Production System is adversely affected.
  2. Certain functions within the Production System are disabled, but the Production System remains operable.
e.g.
  1. Single or multiple key services are unable to start, function, and respond normally, which are affecting service quality for a large number of users.
  2. Functionality degradation.
  3. No known or existing product workaround for reported problem.
  4. Vulnerability is exploited.
  5. Performance degradation even when adhering to system specifications.
  6. A procedural workaround is available (e.g. reboot, restart of service etc.)
  7. Random occurrence of report problem.
  8. Failure of one HA gateway
S3: Minor Impact
An incident that results in service impact for a Production System, which affects a few of specific users.
e.g.
  1. Functionality degradation / lacking for a specific type of devices/software.
  2. No known or existing product workaround for reported problem.
  3. Vulnerability is exploited.
  4. Performance degradation even when adhering to system specifications.
  5. A procedural workaround is available (e.g. reboot, restart of service, etc.)
S4: No Impact
An incident that results in no significant impact on service.
Informational in nature.
e.g.
  1. Reports on documentation errors or omissions of information for existing documentation
  2. Security vulnerability with the possibility of being exploited
  3. Customer request for new features
  4. Customers request information on existing features
  5. All other customer requests
Severity                        Acknowledgment              Case Escalation
S1                                  One (1) hour*                       Eight (8) hours
S2                                  Four (4) hours                       Twelve (12) hours (next business day)
S3                                  Eight (8) hours                      Three (3) days
S4                                  One (1) day                           Five (5) days
In general, the ANTlabs Support team treats each support case and disruption to the ASP Cloud service as priority and will strive to resolve the issue for the customer as expediently as possible.   Depending on the complexity of the issue and the impact to service availability further escalation to other teams within ANTlabs may happen, if needed to bring about a satisfactory resolution or workaround to ensure continued service availability.

The above describes the escalation procedure by our ASP Cloud support team.   If for any reason the Support team is unable to resolve the issue within our SLA or requires in-house expertise, the issue will be escalated to our Product/Engineering team accordingly. For Critical (S1) Severity issues, if the issue is not resolved within our SLA stated in the service agreement, it will also be escalated to the attention of our CEO.

SUPPORT HOTLINE

Phone: +65 6100-SUPP (+65 6100-7877)
For US Customers: +1-858-217-5147
E-mail: tech-support@antlabs.com