8 x 5 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 8am to 5pm in your local time zone, Monday through Friday, excluding holidays.
Priority Queuing and Escalation:
Priority queuing is a service that advances technical support calls to the "front-of-the-line" so to speak. This process reduces on-hold wait time for contracted customers seeking technical support by moving their call to the front of the on-hold Queue. If a tier one support representative cannot address the problem immediately, the incident is set to an escalated priority level, which dramatically decreases call back time from level 2 support.
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.
Knowledge Base Benefits: Real-time 24 x 7 x 365 access to our database and eService Center A dynamic tool, the Knowledge Base uses self-learning technology, constantly expanding to facilitate customer inquiries, problems and solutions Browse by category, or key-word search for questions and answers in our in-depth database Receive automatic updates to inquiries and answers via e-mail Submit on-line questions and comments directly to our technicians
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.CoverSM 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.
Same Day Shipment of Replacement Product*:
In the rare event of a failure, this service will provide customers with same day product shipment from our RMA warehouse locations. This service provides 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.
*This level of service does not guarantee next business day product replacement