Online Solutions: Allied Telesis Self Help Service Centre

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, providing 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 the 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.

Warranty Replacement of Defective Hardware

All product that is under warranty and has been qualified as defective by a live phone conversation with an Allied Telesis technical support representative is eligible for free product replacement. Customers without a Net.Cover contract experience on average a fifteen to twenty day total turn-around time for product replacement. Replacement product is shipped after the defective unit(s) has been received by our warehouse. Shipping costs for defective units sent to Allied Telesis is the responsibility of the customer. However, all outgoing shipments are done at Allied Telesis expense.

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 keyword search for questions and answers in our in-depth database
• Receive automatic updates to inquiries and answers via e-mail
• Submit questions and comments directly to our technicians

Priority Queuing and Escalation

Priority queuing is a service that advances technical support calls to the “front-of-the-line.” 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 two support.

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 keyword search for questions and answers in our in-depth database
• Receive automatic updates to inquiries and answers via e-mail
• Submit questions and comments directly to our technicians

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.

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, providing 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 the 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.

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.

Software Updates

This feature allows for free upgrades of the operating system, software patches and revisions as soon as they are released to our public web site. Software and release notes may be downloaded directly from the Allied Telesis technical support public website and activation is included with the purchase of your Net.Cover contract.

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.

Software Updates

This feature allows for free upgrades of the operating system, software patches and revisions as soon as they are released to our public web site. Software and release notes may be downloaded directly from the Allied Telesis technical support public website, and activation is included with the purchase of your Net.Cover contract.

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 keyword search for questions and answers in our in-depth database
• Receive automatic updates to inquiries and answers via e-mail
• Submit questions and comments directly to our technicians

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.

Priority Queuing and Escalation

Priority queuing is a service that advances technical support calls to the “front-of-the-line.” This process reduces on-hold wait time for contracted customers seeking technical support by moving their call to the front of the 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 two support.

Online Solutions: Allied Telesis Self Help Service Center

Utilizing advanced Self Learning Technology, 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 the 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.

Configuration Assessment

This feature provides for an Allied Telesis engineer to assess the customer's basic hardware and software configuration files. If additional services are required, the Allied Telesis Professional Services organization provides complete engineering services including design consultation, implementation, documentation and turn-up, which is billed at a separate hourly rate. For details and pricing for our Professional Service offerings, please contact your sales representative.

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. Please note: This is an emergency replacement service and not designed to accommodate batch returns. For further information please refer to our Net.Cover terms and conditions.

* This level of service does not guarantee next business day product replacement