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Meet your maximum uptime team
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 mission-critical core components, and supports applications ranging from standard enterprise connectivity to IP voice, video, security and data delivery.
|PLAN BENEFITS||Net.Cover Basic||Net.Cover Standard||Net.Cover Advanced||Software Application Support|
|Support Hours||12 x 5||12 x 5||24 x 7 x 365||24 x 7 x 365|
|Advanced Hardware Replacement||Two Business Days||Next Business Day||n/a|
|Priority Queuing||Priority Three||Priority Two||Priority Two|
|Learn More||Download Net.Cover Information|
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:
• 24 x 7 x 365 Technical Assistance Center (TAC) Access
Live phone support 24 hours a day, 365 days a year.
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.
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.
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.
• 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.