Net. Cover Support Contracts ON-DemaND TechNical SuppOrT fOr BuSiNeSS-criTical NeTwOrkS

Net. Cover Support Contracts ON-DemaND TechNical SuppOrT fOr BuSiNeSS-criTical NeTwOrkS
Support Contracts
Net.Cover
On-Demand Technical Support for Business-Critical Networks
Allied Telesis Net.Cover ® is an ideal support program that maintains critical
uptime for vital network systems. Multi-level technical phone support, priority
queuing, and advanced product replacement are available in this comprehensive
support program. These services are designed to support maximum uptime and
ease troubleshooting of vital network hardware and software issues. This broad
selection of support options is ideal—from the access edge to the most missioncritical core components, and supports applications ranging from standard
enterprise connectivity to IP voice, video, security and data delivery.
Learn More
1 800-428-4835
alliedtelesis.com/netcover
service_us@alliedtelesis.com
Net.Cover Plan Comparison
Plan Benefits
Net.Cover
Net.Cover
Net.Cover
ADVANCED
SOFTWARE APPLICATION
SUPPORT
Support Hours
12 x 5
12 x 5
24 x 7 x 365
24 x 7 x 365
n
n
n
n
Configuration Assessment
n
n
n
Software Updates
n
n
n
n
n
Two Business Days
Next Business Day
N/A
BASIC
Technical Support
Advanced Hardware Replacement
Priority Queuing
STANDARD
n
n
n
Priority Three
Priority Two
Priority Two
Net.Cover Frequently Asked Questions
When must I purchase Allied Telesis Net.Cover
support?
»»Net.Cover must be purchased within 90 days of product purchase, or
you will incur an additional support fee.
My Allied Telesis Net.Cover support contract is about
to expire. When must I renew?
»»Net.Cover support renewals must occur prior to the current contract
expiration, or you will incur an additional support fee.
Can I purchase Allied Telesis Net.Cover support for
an Allied Telesis device that has not been covered
previously by an Allied Telesis Net.Cover support
contract?
»»Yes; however, the device must be running the current version of
firmware or software. If the firmware or software is one or more
releases old, then you must first purchase a software upgrade for each
device(s) before you can purchase Allied Telesis Net.Cover support
for your device(s). Additionally, each device may be required to be
inspected by Allied Telesis to ensure all components and software are
approved.
alliedtelesis.com
Can I purchase Allied Telesis Net.Cover support on a
device that is older than 12 months?
»»Allied Telesis Terms and Conditions state that Net.Cover should be
purchased within 90 days of hardware purchase; however, any product
that is still under warranty can usually be covered. Please check with
your Allied Telesis sales representative for more information. Allied
Telesis may require a proof of purchase to validate that the device is in
fact under warranty and that the device is in full operational order. Allied
Telesis reserves the right to inspect any device prior to offering Net.
Cover services, which may incur a charge.
What contract lengths are available for Net.Cover
support contracts?
»»Net.Cover Basic, Standard and Advanced are available in one- and
three-year terms. For some products, a five-year option may be available. Please check with your Allied Telesis sales representative for more
information on availability.
»»Service renewals are capped at a maximum of three years, depending
on the age and End of Sale status of the product being renewed. Please
check with the Allied Telesis service group for information on renewal
options.
Net.Cover | On-Demand Technical Support for Business-Critical Networks
Net.Cover Service Features
Technical Support
Priority Queuing
This feature provides a technical service engineer who will
troubleshoot problems within your network environment and will
identify and isolate product failures, including whether the failure
requires a return of your equipment to Allied Telesis for repairs. This
is a live phone support plan with availability up to 24 hours a day, 365
days a year, depending on the Net.Cover plan selected:
All tickets opened with Allied Telesis TAC are given a predefined
priority level, allowing for live transfer and/or immediate escalation to
L2 support upon ticket creation. This process also reduces on-hold
wait time for Net.Cover customers seeking technical support by
moving the call further ahead of the on-hold queue.
■■ 24 x 7 x 365 Technical Assistance Center (TAC) Access
Live phone support 24 hours a day, 365 days a year.
■■ 12 x 5 TAC Access
Live phone support 5:00 a.m. to 5:00 p.m. Pacific Time, Monday
through Friday, excluding holidays.
Configuration Assessment
This feature provides for an Allied Telesis engineer to assess your
basic hardware and software configuration files. If additional services
are required, the Allied Telesis Professional Services organization is
available to provide complete engineering services, including design
consultation, implementation, documentation and turn-up, which are
billed separately. For details and pricing on Allied Telesis Professional
Service offerings, please contact your sales representative.
Software Updates
This feature allows access to software updates and release notes
specific to your product purchase via the Allied Telesis restricted
software web site. This includes no-charge updates of the operating
system, software patches and revisions as soon as they are released.
Activation is included with the purchase of your Net.Cover contract.
Access to software updates is dependent upon on the Net.Cover plan
selected. Please contact your Allied Telesis sales representative for
more information.
■■ Net.Cover Advanced – Default Priority Two Escalation
Tickets opened with Allied Telesis TAC are by default assigned a
higher priority at level two, over other calls in the queue that are
at a lower priority level. (i.e. level three)
■■ Net.Cover Standard – Default Priority Three Escalation
Tickets opened with Allied Telesis TAC are by default assigned
priority at level three, over other calls in the queue that are at a
lower priority level. (i.e. level four)
Hardware Replacement Services
In the rare event of a hardware failure, this service will ensure product
replacement to correct malfunctions, system errors and other related
problems that adversely affect the product’s ability to operate as
designed. All returns require product warranty registration and must be
qualified by an Allied Telesis technical support representative in the TAC
prior to return authorization. All RMA requests must be received by 1:00
p.m. Pacific Time to process the same day; otherwise, RMAs will be
processed the following business day.
■■ Next Business Day Advanced Product Replacement RMA
Next business day advanced replacement within the contiguous
United States and Canada only, unless otherwise specified in your
service agreement.
■■ Two Business Day Advanced Product Replacement RMA
Two business day advanced replacement within the contiguous
United States and Canada only, unless otherwise specified in your
service agreement.
Features subject to change. Certain restrictions apply.
See contract for details.
Americas Headquarters | 19800 North Creek Parkway | Suite 100 | Bothell | WA 98011 | USA | T: +1 800 424 4284 | F: +1 425 481 3895
Asia-Pacific Headquarters | 11 Tai Seng Link | Singapore | 534182 | T: +65 6383 3832 | F: +65 6383 3830
EMEA & CSA Operations | Incheonweg 7 | 1437 EK Rozenburg | The Netherlands | T: +31 20 7950020 | F: +31 20 7950021
alliedtelesis.com
© 2013 Allied Telesis, Inc. All rights reserved. Information in this document is subject to change without notice. All company names, logos, and product designs that are trademarks or registered trademarks are the property of their respective owners.
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