Allied Telesyn revamps service and support offerings

Bothell, Wash.-based Allied Telesyn International Corp. launched a new global service and support program in April chock full of enhanced offerings for customers.

Being called Net.Cover by the company, the program provides Allied Telesyn’s enterprise and service provider customers with a variety of services, including but not limited to technical assistance, extended warranties, network consulting services, network deployment, on-site configurations and installation, on-site maintenance and repair, and product, certification and technology training.

“It is an evolution of services and support programs we’ve had in place for many years, but has been refined and repackaged to reflect the growing requirement for service and support programs that cover the more sophisticated products that Allied Telesyn is now bringing to market,” said James Mustarde, senior director of marketing at Allied Telesyn.

Now available in North America and Europe, Net.Cover is a five-tier service and support program. Sold on a per-product basis, the five levels of service and support are Basic, Basic Plus, Silver, Gold and Platinum.

The main difference between the five levels of service and support is the response time a company gets when it contacts Allied Telesyn for support. For instance, the Basic service would have a response time of two or three days, while the Platinum level would have a four-hour response time.

The services are purchased on an annual basis and are renewable and upgradeable at any time. According to Mustarde, the Net.Cover program is meant for anyone who wants a certain level of peace of mind regarding their networking equipment.

“What’s really happened is the requirement to offer a high level of reliable service for businesses that are deploying sophisticated technology, perhaps in their back-bone, and mission-critical technology required us to ensure that the type of services we could offer met the expectation from these businesses,” Mustarde said.

According to Dan McLean, director of enterprise network services research at IDC Canada Ltd. in Toronto, the Net.Cover program is similar to the industry standard. All companies who want to compete in the network hardware space absolutely require a services and support program.

“The interesting thing about support services is it’s a value that customers really look for these days. It isn’t just about the lowest price. In fact, a lot of customers are willing to pay a premium for good support services,” McLean said. Customers are looking for a high level of reliability and want a guarantee that if something does go wrong, there will be somebody there quickly to fix things.

Available now in North America and Europe, pricing for the Net.Cover program is US$150-$1,089 for the Basic service, US$174-$2,177 for Basic Plus, US$237-$5,081 for Silver, US$284-$7,258 for Gold and US$347-$10,161 for Platinum.

Allied Telesyn is on the Web at