On-Demand Technical Support for Business-Critical Networks
Allied Telesis Net.Cover is an ideal solution to help maintain critical uptime for vital network systems. This comprehensive service includes features such as multi-level technical phone support, priority queuing, and advance product replacement. Options can be tailored to your own needs.

Our levels of Support
Gold Service - Our premier service, offering on-site response within four hours - 24 hours a day, seven days a week, 365 days a year. Confi guration assistance and phone support: 4 hours.
Net.Cover can be likened to an Insurance policy that offers guaranteed support cover to resellers & customers alike.
Silver Service - On-site service within eight hours - Monday to Friday. Configuration assistance and phone support: 2 hours
Extended Warranty - Monday to Friday Phone support: 1 hour

Product Warranty :
This feature provides a local, qualified technical service engineer who will help to troubleshoot problems within your network environment and will identify and isolate product failures. Supported hours are 8:00 AM to 5:00 PM, Monday through Friday, in Australia and New Zealand, excluding holidays. All product under warranty that has been qualifi ed as defective by Allied Telesis is eligible for free product replacement. Uncontracted customers experience, on average, a 5- to 7 -day turnaround time for product replacement. Replacement product is shipped after the defective unit(s) has been received and tested by our RMA department. Return shipping costs for defective units are the responsibility of the customer. However, all outgoing shipments are made at Allied Telesis expense.
Net.Cover extends these offerings to meet resellers & customers immediate requirements.
The Base Factory Warranty comes with the purchase of any Allied Telesis equipment.

Knowledge Base - Online Technical Support (All Net.Cover Service Programmes)
Using 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, helping to create an easier way for Allied Telesis customers to troubleshoot their networks. Complete with personalised accounts for customer's businesses, the Knowledge Base is more than a search engine - it's a direct 24 x 7 link to Allied Telesis information archives.
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 email within one business day following submission. Take advantage of the Right Now eService Centre with web self-service and email management.

Configuration Assistance (Gold and Silver Service Programmes)
Basic hardware and software remote confi guration assistance is provided with our Net.Cover package. Call on our technicians for help with scripts, CLI and more. Confi guration Service is a Professional Service offering billed at a separate hourly rate, or free of charge with a Net.Cover Gold or Silver contract.

Priority Listing and Escalation
Priority listing advances your technical support calls to the "front-of-the-line." This process reduces on-hold wait time for contracted customers by moving your call to the top of the on-hold queue. By flagging your account, we assign an elevated level of urgency for all of your support calls, regardless of the problem, scope and size. If a local support representative cannot address your problem immediately, this service option also places your call escalation at an increased priority level, which dramatically decreases call back time.

Advanced Product Replacement
Once a fault has occurred and identitied as a product failure then an advance replacement will be shipped at our cost.
All returns must be qualifi ed by a technical support representative prior to return authorisation. To further decrease return time on faulty products, RMA processing is done with a Priority One Severity Level. Same-business-day shipment with advance replacement is limited to Australia and New Zealand, unless otherwise specifi ed in your service agreement.
Depending on contract this will be same day shipment, same business day shipment or next business day shipment.