Jira Requirement

Prerequisite of End User

When the End User calls the IPI Toll-free number, the following information must be provided.

-product serial number

-Name

-email id

-license validity

-board type

-software release version

-topology details

-configuration

-reproduction step

-logs

IPI will need to verify the contract information before registering the issue in IPI Ticketing tool.

Prerequisite of Reseller/Partner (L0 Engineers)

•All the above basic information must be provided to IPI, before transferring the ticket to IPI team.

Hardware issue except Bundle Offer

•IPI will not be responsible for hardware related issues. If the issue is determined to be a hardware issue, IPI engineers will mark the issue as “Hardware Issue” and update the ticket

SLA applicable from the time case transferred to IPI