Toll-Free Technical Support

This service provides technical support for emergency and general network support issues and questions. Customers are provided toll-free access to Allied Telesis support engineers via the technical support line to address Allied Telesis product-related issues. Priority 1 level (critical network outage) issues receive 365 days x 24-hour coverage. Priority 2-4 level issues receive 8:00 a.m. to 5:00 p.m. local business hour coverage. Support engineers will log, investigate and troubleshoot issues and apply remedial action to Allied Telesis product issues.

Advanced Product Replacement and Priority RMA Processing

In the rare event of a failure, this service will ensure nearly instantaneous product replacement and workarounds to correct bugs, malfunctions, system errors and other related problems that adversely affect the product’s ability to perform the tasks 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 performed on a Priority 1 level basis. This service is available in two options — next business day or three business day advance replacement — and is limited to the contiguous United States and Canada unless otherwise specified in the service agreement.

Online Solutions: Allied Telesis Support Center

Customers are provided 24 x 7 access to the Allied Telesis Support Center to facilitate customer inquiries and to create an easier way for Allied Telesis customers to troubleshoot their networks. Technical support staff can be contacted using the “Ask a Question” feature. Responses will return directly to the customer e-mail address within 24 hours of submittal.

Key Support Center benefits include:

• Real-time 24 x 7 x 365 access to the Allied Telesis database.
• The Support Center uses self-learning technology, constantly expanding to facilitate customer inquiries and solutions to problems.
• The Support Center can be browsed by category and searched for keywords, questions and answers.
• Customers can receive automatic updates to inquiries and answers via e-mail.
• Customers can submit online questions and comments directly to Allied Telesis technicians.

Configuration Assessment

To assist in the setup and configuration of Allied Telesis products, this service includes standard evaluation of customer baseline configurations produced by the customer or Allied Telesis Professional Services. Any work associated with configuration of new device deployments or changes to existing infrastructure must be performed either by the customer or Allied Telesis Professional Services. Quotes for Allied Telesis Professional Services offerings can be provided on a fixed bid project or time and expenses basis.

Online Solutions: Allied Telesis Support Center

Customers are provided 24 x 7 access to the Allied Telesis Support Center to facilitate customer inquiries and to create an easier way for Allied Telesis customers to troubleshoot their networks. Technical support staff can be contacted using the “Ask a Question” feature. Responses will return directly to the customer e-mail address within 24 hours of submittal.

Key Support Center benefits include:

• Real-time 24 x 7 x 365 access to the Allied Telesis database.
• The Support Center uses self-learning technology, constantly expanding to facilitate customer inquiries and solutions to problems.
• The Support Center can be browsed by category and searched for keywords, questions and answers.
• Customers can receive automatic updates to inquiries and answers via e-mail.
• Customers can submit online questions and comments directly to Allied Telesis technicians.