Elmaž d.o.o

2. Telefonom će Vam se javiti ATI tehnička podrška koja će pokušati problem riješiti direktnim kontaktom. Također ćete dobiti jedinstveni Call ID broj za identifikaciju prijave kvara.

3. Ukoliko se kvar ne riješi telefonski, dobit ćete elektronski RMA Application Form s pripadajućim ugovorom, kojeg trebate ispuniti i poslati mailom ili faksom na TAC adresu koja piše u formularu.

Obavezno unijeti Call ID broj, inače RMA neće biti procesiran.

4. TAC podrška će potvrditi RMA i poslati Vam ga na finalnu autorizaciju koju morate potpisati i vratiti nazad. Nakon toga dobit ćete jedinstveni RMA broj pod koji će se izvesti popravak.

5. Neispravnu robu dužni ste poslati na specificiranu RMA adresu u servisni centar u Engleskoj.

Troškove prijevoza do centra snosi kupac robe, a natrag do kupca "Allied Telesis". Zamjensku (popravljenu) robu servisni centar će Vam poslati nakon što zaprimi neispravnu robu.

6. RMA procedura traje 25-30 dana od prijave kvara, bez obzira da li je proizvod u jamstvenom ili vanjamstvenom roku - ukoliko želite ekspresnu zamjenu, kupujte opremu po Netcover cijenama

7. Standardno održavanje uključuje i besplatnu uporabu "Allied Telesis Knowledge Base" web portala u kojemu ćete moći naći odgovor na većinu tehničkih pitanja i nedoumica

Za sve ostale informacije oko RMA procedure, kontaktirajte rma europe@alliedtelesis.com

PRILOZI: UKLJUČENO U STANDARDNO ODRŽAVANJE

Online Knowledge Base

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, 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 24x7 link to Allied Telesis' information treasury.

Contact our Technical Support Staff around the clock, from anywhere in the world, using the “Ask a Question” feature!. Take advantage of the Right Now eService Center with web self-service and email management.

Real-time 24x7x365 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 key-word search for questions and answers in our in-depth database
Receive automatic updates to inquiries and answers via e-mail
Submit on-line questions and comments directly to our technicians

Warranty Replacement of Defective Hardware

All product that is under warranty and has been qualified as defective by an Allied Telesis technical support representative, is eligible for free repair. Shipping costs for defective units being sent to Allied Telesis are the responsibility of the customer. However, all outgoing shipments are done at Allied Telesis' expense.

UVJETI ODRŽAVANJA NET.COVER^TM BASIC PLUS

NET.COVER^TM je prošireno održavanje Allied Telesis-opreme namjenjeno održavanju kritičnih komunikacijskih mreža i sustava kod kojih standardno održavanje ne daje dovoljnu raspoloživost. NET.COVER vam omogućuje maksimalnu rapoloživost i pouzdanost vaše mreže 7 dana tjedno, 365 dana godišnje i najkvalitetniju tehničku podršku u njenom konfiguriranju i održavanju.

Da biste ostvarili NET.COVER podršku, dužni ste nabaviti opremu po nešto višim NET.COVER cijenama koje se ugovaraju na najmanji rok od 1. godinu, a mogu se obnavljati ili odmah ugovoriti i na rok od 3 ili 5 godina. Kupnja po NET.COVER cijenama za 1.god. obavezna je za sve "Allied Telesis" L3 uređaje, a opcionalna za svu ostalu opremu (pogledati specifikaciju u Cjeniku). Za NET.COVER cijene za period 3 ili 5 godina, molimo da nas kontaktirate.

Kod kupovine po NET.COVER cijenama, za svaki kupljeni uređaj potpisujete Ugovor sa "Allied Telesis"-om i za svaki dobivate jedinstveni NET.COVER identifikacijski broj po kojim će se voditi dosije vaše opreme i vaših reklamacija. NET.COVER automatski uključuje prošireno 5.godišnje jamstvo na opremu. Servisni centar će stalno držati zamjensku opremu koju će vam poslati najkasnije idući radni dan u slučaju prijave kvara - pripadajuća RMA procedura obavit će se odmah, urgentno i VIP prioritetno.

Također će vas tretirati kao VIP partnera u slučaju potrebne tehničke podrške. Sve Vaše kontake ubuduće ćete moći prioritetno obavljati pozivom na jedinstveni identifikacijski broj.

Sami procjenite da li trebate NET.COVER podršku i za onu opremu kod koje nije obavezna!

MI JE PREPORUČUJEMO, NA VAMA JE DA PRAVOVREMENO ODLUČITE!

PRILOZI: UKLJUČENO U NET.COVER ODRŽAVANJE

8x5 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.

Priority Queuing and Escalation

Priority queuing is a service that advances technical support calls to the “front-of-the-line” so to speak. 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 2 support.

Software Updates

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

Online Solutions - Allied Telesis Self Help Service Center

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.

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 key-word search for questions and answers in our in-depth database
Receive automatic updates to inquiries and answers via e-mail
Submit on-line questions and comments directly to our technicians

Configuration Assessment

This feature provides for an ATI engineer to assess the customer's basic hardware and software configuration files. If additional services are required, the ATI 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.

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.

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.