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Onsite Technical Support

ATTAC Support

 

'Selling products is easy.

Providing Solutions is complex.

Supporting such solutions is a challenge'

 

At A & T, we understand that the solution implemented has to give you results. You need to concentrate on your primary objectives, when we take care of the solutions to run them. Hence we have a separate team ATTAC – A & T Technical Assistance Center, handling support. The TAC team is extremely efficient and your problems will be resolved to your utmost satisfaction. We have designed various support packages based on the needs and capability.

Any support queries may be raised via Phone Call / Online website / Fax / email / Video Conferencing call to the ATTAC center detailed below and your support will be taken care of.

 

SUPPORT ESCALATION MATRIX

Sr.No.

Support Actions

Product / project is under warranty / AMC / OEM Service Care

Product / project is under Premium support,

If the call is for ON CALL support

1

Customer Support Manager allocates call to LEVEL B – Product / Project Engineer

     

2

LEVEL B – Trouble shoots remotely to find the problem and resolve.

     

3

If problem needs onsite support

Deputes a Customer Support Engineer – LEVEL C – for onsite visit

Deputes a Customer Support Engineer – LEVEL C – for onsite visit

A) Sales sends quotation for on call support charges.
B) On confirmation, deputes a Customer Support Engineer – LEVEL – C – for onsite visit

4

If diagnosed as hardware problem / software issues, LEVEL B

coordinates with vendor for repair and / or replacement

A) arranges a standby
B) coordinates with vendor for repair and / or replacement

A) Sales sends quotation for hardware repair / software upgrades
B) On Confirmation, coordinates with vendor for repair / software upgrades.

 

STILL NOT RESOLVED

Problem scaled to Level A – CTO

If problem still not resolved, please send mail to md@atnetindia.net for direct MD’s intervention.

Installation user training

 

  • Site inspection and Equipment Inspection and testing at site.
  • Network Configuration and designing in consultation with your project manager
  • Implementation planning.
  • Equipment installation, configuration & Functional Testing
  • Interfacing with Other third party vendors for network integration, other audio, video and network equipments
  • Hand-holding and final handing-over the network
  • User Level and administrator training
  • Charges are for Products installation and Integration only. Labour and other service charges mentioned in quotation are not included.
  • Reinstallation required at any other site will be subject to installation charges again

Support services 

BASIC

  • Telephone, Email support – 24 hours x 7 days
  • Support over Audio/Video conference on Internet IP support – 8 Hours x 5 days
  • Response Time : Within 180 minutes
  • If Product failure, the equipment to be sent back to A & T HO at customer cost
  • Repair Time : Within 30 days of receipt of equipment at A & T HO. ( Repair cost free if under warranty / hardware warranty extension)
  • After repair / check, A & T will return to customer at A & T Cost. ( Repair cost free if under warranty / hardware warranty extension)
  • The Basic services are for Products only. Labour and other services provided as part of the project are not included.
  • Telephone, Email support – 24 hours x 7 days

  

PREMIUM 

  • Initial support as per Support Service – Basic plan.
  • Onsite Support by a specialized product trained engineer after basic Service diagnosis failure report
  • Response time : Onsite engineer visit within 48 hours from report of problem
  • Resolve time : Within 72 hrs from report of problem.
  • Standby unit : Within 72 hours from report of problem on receipt of onsite engineers report
  • If product failure, equipment taken back/couriered by A & T on its cost
  • Repair Time : Within 30 days of receipt of equipment at A & T HO ( Repair cost free if under warranty / hardware warranty extension)
  • After repair / check, A & T will return to customer at A & T Cost with onsite engineer for re installation and take back standby.
  • The Premium services are for Products only. Labour and other services provided as part of the project are not included.

 

OEM's Service care

  • OEM Service Care ( Direct from Cisco, Lifesize, Visual Nexus, Mirial, NCast etc. ) ( for Selected products only )
  • This Service is mandatory to cover Hardware Warranty ( for selected products )
  • Provides free major Software releases
  • Priority Level 3 Technical support – within 180 minutes from OEM direct.
  • Must be activated with in 90 days of installation / default Software activation
  • AMS, CON SMB, CON SNT, Comprehensive Gateway Security Suite, etc all come under OEM Care.

Hardware warranty

Hardware Warranty / Warranty Extension ( for Selected products only )

  • All products come with one year Standard Hardware Warranty
  • The warranty could be extended upto a total of 3 more years.
  • This could be extended upto a total of 3 more years.
  • Warranty Extension can be taken out only once – either for a year or for 2 years or for 3 years.
  • Warranty Extension need to be activated before the expiry of the original standard warranty.
  • Equipment to be returned to A & T at customer cost
  • After repair / check, A & T will return to customer at A & T Cost.
  • Network and Power accessories like PoE, Power adaptor, Power strip, electrical items, Lan cable, electrical cable, I/O boxes, etc are not covered under warranty.
  • Products damaged due to physical mishandling, natural disasters, electrical surges, lightening, etc. are not covered under warranty.
  • Warranty is applicable only at the site of installation. Any materials moved and installed without our knowledge will not be covered under warranty.
  • Warranty is void if the unit is opened or tampered or is used with any other third party non standard accessories .

 On Call Support

Onsite visits, if not under Premium support plan or for installation / reinstallation

 

  • On Site visit of a trained Product/Network engineer to troubleshoot and identify the defective system
  • If Equipment defective, A & T communicates estimated repair charges ( if hardware not under warranty ).
  • If the rates are acceptable, equipment sent to A & T for repair at customer cost,
  • After repair / check, A & T will return to customer at A & T Cost.
  • If onsite re-installation needed, on call charges will again apply.

 

Specialised Training

A & T has a state of the art infrastructure established in their Head Office with all Network & Video application technologies. Regular five days training programs in association with their technology partners are conducted for customers and business partners.

A & T conducts regular 2 / 5 days course in Video Network Technologies for partners and clients. We also offer tailor made training over web cast.

  • Two Day / Five Day indepth Training Programme at our Headquarters with state of the art equipment infrastructure.
  • Specialised training on equipment trouble shooting, network trouble shooting, additional specific application
  • Ask for more details – training@atnetindia.net

 

Technical Support Services

  • Onsite Infrastructure Management
  • Remote Infrastructure Management
  • Secured Network Consultancy
  • Comprehensive IT Audit
  • Onsite / Remote Managed Services
  •  

Consultancy

  • Identifying Pain Points / bottleneck on the Network
  • Designing Video centric Network for secured connectivity and optimum bandwidth utilisation
  • Study and Design of add on solutions to use the equipment system to the fullest in your environment.
  • Consultancy on integrating other equipments and accessories for specific application requirement.

 

SUPPORT CONTACTS

Phone

91 – 9443319894 (24/7 Support)

91452-2522241, 4392222

Fax: 91 – 452 – 4210890

Email: support@atnetindia.net

Video Conferencing Support: 59.90.175.18

Online: Customer Support