At Allied Telesis, we realize that many customers want to take additional precautions to safeguard the integrity of networked data, ensure network uptime, and maximize end-user productivity. That's why we've introduced Net.Cover, a selection of comprehensive service and support plans designed to protect your network investments. Service Details:
24 x 7 x 365 Phone Support:
This feature provides a qualified technical service engineer who will troubleshoot problems within your network environment and will identify and isolate product failures. This is a live phone support plan that is supported 24 hours a day, 365 days a year.
Priority One Escalation:
All customer incidents are live transferred from a level 1 technician directly to level 2 support at a priority one severity level upon ticket creation with ATI TAC. This process also reduces on-hold wait time for contracted customers seeking technical support by moving the call to the front of the on-hold Queue.
Next Business Day Advanced Product Replacement and Priority RMA Processing:
In the rare event of a failure, this service will ensure next business day product replacement and workarounds to correct bugs, malfunctions, system errors and other related problems that adversely affect the product's ability to operate as designed. All returns must be "qualified" by a technical support representative prior to return authorization. To further decrease return time on faulty products, RMA processing is done with a Priority One Severity Level.
Software Updates with Proactive Change Notification:
This feature allows for immediate notification of operating system, software patches and revisions as soon as they are released to our public web site. Software and release notes can be downloaded directly from Allied Telesis' technical support public website, and activation is included with the purchase of your Net.Cover contract.
Online Solutions - Allied Telesis Self Help Service Center:
Utilizing advanced Self Learning Technology, and powered by the state of the art Revelation Engine, the Allied Telesis Knowledge Base offers a dynamically growing database designed to facilitate customer inquiries, helping to create an easier way for Allied Telesis customers to troubleshoot their networks. Complete with personalized accounts for customer's businesses, the Knowledge Base is more than a search engine, but a direct 24 x 7 link to Allied Telesis' information treasury. Contact our Technical Support Staff around the clock, from anywhere in the world, using the "Ask a Question" feature! Responses will return directly to your e-mail within 24 hours of submittal. Take advantage of the Right Now eService Center with web self-service and email management.
This feature allows for basic hardware and software remote configuration assistance. Configuration Services is a Professional Service offering, which is billed at a separate hourly rate. With your Net.Cover contract, basic configuration services are done free of charge.
No Out of Warranty Expenses:
Replacing a product once it has reached the end of its warranty may incur a high repair cost. A service agreement covers this cost completely and can save you from unforeseen budgetary constraints.