Support Contracts
e2eIPs support contracts are an ideal 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 easy 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.
Technical Support
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.
Configuration Assessment
This feature provides for an e2eIPs engineer to assess your basic hardware and software configuration files. If additional services are required, the e2eIPs Professional Services organization is available to provide complete engineering services, including design consultation, implementation, documentation and turn-up, which are billed separately.
Software Updates
Allows access to software updates and release notes specific to your product purchase through e2eIPs. This includes no-charge updates of the operating system, software patches and revisions as soon as they are released.
Priority Queuing
All tickets opened with e2eIPs are given a predefined priority level, allowing for live transfer and/or immediate escalation to support upon ticket creation. This process also reduces on-hold wait time for customers seeking technical support by moving the call further ahead of the on-hold queue.
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.