Spectralink’s Support Portal Tutorial · 2016-05-11 · your RMA request, the RMA support center...

Spectralink’s Support Portal

Tutorial

© 2015 Spectralink2

w RMA Overview pg. 3-4

w How to Register pg. 5-15

s with Customer ID number pg. 6-10

s without Customer ID number pg. 11-15

w Logging In pg. 16-19

s password reset pg. 20-22

w Initial Set-up pg. 23-29

w Creating a Service Request pg. 30-52

s for handsets pg. 31-39

s for non-serialized products pg. 40-50

s for infrastructure pg. 51-52

w Adding a PO pg. 36

w Checking RMA Status pg. 53-55

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RMA Overview

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RMA Process Overview


1. Register as a user – one time only

2. Set-up a contact point in your profile - one time per account

3. Create a Service Request

4. Verify ship to and bill to address

5. Enter serial number or catalog number depending on type of product

6. Enter symptom of problem

7. Enter PO Number if required

8. Confirmation Page shown documenting that service request was created. Please note this is not your RMA number

9. RMA traveler containing your RMA number and the return address you will ship defective unit to will be sent to the e-mail in your contact information. RMA traveler is usually sent within 1 hour. If there is a problem with your RMA request, the RMA support center will e-mail you details of the issue within 1 business day.

10. If at any point during the process you need support or help, please contact the RMA support center at [email protected] in North America or [email protected] the EMEA region.

mailto:[email protected]


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How to Register for a Spectralink’s

Support Portal account

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If you have your Customer ID number

Go to support.spectralink.com and click on

RMA Requests - iSupport Portal


http://support.spectralink.com/

Click on Register


Click on Register as a user of an existing company


Enter the Customer ID Number, your first name, last

name, and email address. Select your country from

the drop down list and enter your phone number.

Then click on Submit


Confirmation emails


• A registration confirmation email will be

sent. This is to inform you that the

registration process has started.

• When your account is approved an

email with a temporary password will

be sent.

If you do not have your Customer ID number

Go to support.spectralink.com and click on

RMA Requests - iSupport Portal



Click on Register


Click on Register as a user of a new company


Please fill out the company information, the

shipping, contact, and billing information. Then

click on Submit.

*It may take up to one business day to process a

Customer ID Request.


Confirmation emails


• A registration confirmation email will be

sent. This is to inform you that the

registration process has started.

• When your account is approved an

email with a temporary password will

be sent.

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Logging into Spectralink’s Support

Portal

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Go to support.spectralink.com and click on RMA

Requests - iSupport Portal



Click on Click Here to Login


Enter your User Name (email address) and Password

and click on Login


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Password Reset on Spectralink’s

Support Portal

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From the Log in screen click on Click here to

recover username or password


Enter your user name and click on Forgot Password

An email with a temporary password will be sent

within 10-15 minuets


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Initial Set-up for Spectralink’s Support

Portal

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Before you create your first Service Request you will

need to add a contact point to do this go to: Profile


The first and last name were generated at the time

of registration. If any corrections need to be made

you can make them here.


Click on Contact Points


Click on Create


Enter an email address, mark as Primary Contact

Point, and Save


Click on Home to begin the Service Request

creation process


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Creating a Service Request on

Spectralink’s Support Portal

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Creating a Service Request for handsets

From the SR Home page click on Create Service Request


Verify the Party Name, once correct click on

RMA Request (Repair)


Verify the Ship To and Bill To address and Contact

information. Once correct click on Next


Enter the Serial Number for Wi-Fi products or the P-ID

Number for Dect Products in column format. Once all

Items are entered click on Add Serial Numbers


Enter the symptom code for each item by clicking on

the magnifying glass. Once all lines are completed

click on Next


A PO is required for any out of warranty unit, please

enter the PO number here. You can also attach a

copy of the PO to this page. Once the PO is entered

click on Next.


Verify the Shipping, Billing, Contact Names, and PO.

Once correct click on Submit


A pop-up window will open. Please read and click

OK to continue


The confirmation page provides the service request

number. The service request number is a confirmation

that the request has been processed, this is not your RMA.

The RMA traveler will be sent via email. The RMA Traveler

will include the RMA number and the return address.


Creating a Service Request for Non-serialized Products

From the SR Home page click on Create Service Request


Verify the Party Name, once correct click on

RMA Request (Repair)


Verify the Ship To and Bill To address and Contact

information. Once correct click on Next


Enter the Catalog number from the item then click

on the magnifying glass to select the item


Add a symptom code by clicking the magnifying glass for

the item and verify the quantity


To add additional non-serialized products click on

Add Item Record


Once all non-serialized items are entered

click on Next to continue


You can enter a PO or just click Next to continue


Verify the Shipping, Billing, Contact Names, and PO.

Once correct click on Submit


A pop-up window will open. Please read and click

OK to continue


The confirmation page provides the service request

number. The service request number is a confirmation

that the request has been processed, this is not your RMA.

The RMA traveler will be sent via email. The RMA Traveler

will include the RMA number and the return address.


Creating a Service Request for Infrastructure

From the SR Home page click on For infrastructure items

contact technical support for your region


For infrastructure items, the contact information for your technical support

center is shown.


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Checking RMA Status

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From the SR Home page click on SR/RMA Details


You can view the Service Request Number and

Status, RMA Number and Status, and find Tracking.


To return to the Home page click on Return to Home


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Thank you for using Spectralink’s

Support Portal.

If you have any questions on the

support portal please contact us.

North America

[email protected]

Europe, Middle East, and Africa

(EMEA)

[email protected]



Spectralink’s Support Portal Tutorial · 2016-05-11 · your RMA request, the RMA support center...

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