A&T is committed to delivering reliable and sustainable AV technology solutions backed by a Standard Warranty of up to 3 Years for A&T branded products.

Authorized Regional Distributors for A&T branded products are additionally eligible for an extended warranty support period of 3 Years + 3 Additional Months (Total: 39 Months).

Warranty coverage for other 3rd party OEM products marketed/distributed by A&T will carry 3 Years and shall vary depending upon the respective product category and OEM warranty policy.

Step 1: Ticket Allocation

Manager – Customer Support (Level 3) assigns tickets to A&T Support Engineers (Level 2)
Partner Support Engineer (Level 1) coordinates for initial resolution

Step 2: Remote Troubleshooting (Level 2)

Diagnosis via:

• Remote login
• Phone / Email
• WhatsApp Video call

Under Warranty
Remote support provided free of cost

Out of Warranty / On-Call Support

• Quotation shared by A&T Sales
• Customer approval & PO confirmation
• Remote support provided post approval

Onsite Support

Partner deploys trained Level 1 Engineer for onsite visit (if required)

DOA (Dead on Arrival) – Authorized Distributors / Partners – Within 30 Days

• DOA validity for A&T branded products shall be Thirty (30) Days from the date of invoice applicable for Authorized Distributors/Partners.
• Replacement process shall be initiated immediately upon confirmation of DOA eligibility with A&T.
• In order to ensure customer delight and enhance the overall A&T customer experience, the Distributor shall provide replacement units to their Partners/Resellers/Customers from available stock, for all A&T products & other 3rd party OEM products, without waiting for replacements from A&T, subject to A&T Support Team confirmation.
• Same-day/next working day replacement dispatch shall be arranged from A&T , subject to stock availability and A&T Support Team confirmation
• Any product reported beyond the above 30 Days period shall be treated under the standard RMA process applicable to A&T products
• Authorized Regional Distributors  may independently extend or manage DOA support to their Partners / Customers beyond the above period at their own discretion; however, support requests raised with A&T after 30 Days for all A&T products from invoice date shall be processed strictly under RMA procedure
• For all third-party OEM products, the DOA (Dead on Arrival) validity period shall be Seven (7) days from the date of receipt of the product at the Distributor’s/Partner’s location from the A&T warehouse and billing by A&T

Standard Support

• Partner ships defective unit to ATTAC
• Repair & return timelines:
• A&T Products: Within 5 working days
• Other OEM Products: Within 30 working days
• Standby unit provided if delay exceeds timeline
• Any RMA return exceeding the Repair & return timelines shall be mandatorily dispatched via AIR mode at ATTAC’s cost to ensure immediate delivery

• Premium Support services are available under separate subscription charges and may be availed either at the time of initial product purchase or later during the active standard warranty period
• Premium Support validity shall always remain co-terminus with the original product warranty period and shall not extend beyond the original warranty expiry date of the product under any circumstances
• Customers may subscribe for Premium Support coverage only for eligible balance warranty duration available within the original warranty period of the product
• Accordingly, customers opting for Premium Support after completion of the first warranty year shall be eligible only for the remaining eligible warranty tenure falling within the original warranty validity period
• Reverse pickup shall be arranged by ATTAC under eligible Premium Support coverage
• Faster Resolution Commitment
• An Advance Standby Unit shall be provided upon confirmation by the A&T Support Team, and may be utilized by the customer until the repaired unit is returned
• Priority technical assistance and accelerated logistics support : AIR mode shall be
  provided under Premium Support coverage
• Other OEM Products: Within 30 working days
• Standby unit provided if delay exceeds timeline
• Any RMA return exceeding the Repair & return timelines shall be mandatorily dispatched via AIR mode at ATTAC’s cost to ensure immediate delivery

• Customer/Partner ships defective unit to ATTAC
• A&T shares repair estimate or replacement quote
• Repair initiated upon approval
• Delivery timelines:
  –A&T Products: 5 working days
  –Other OEM Products: 30 working days

Repair Charges

• Under Warranty: Free
• Out of Warranty: Charges applicable

Important Notes

• Warranty applies only to products. Accessories such as power adapter, cables and remote controls carry a limited warranty of six (6) months.
• Labour and project-related services are not included

Escalation Matrix

If your issue is not resolved:

• Level 3: Manager – Customer Support ([email protected])
• Final Escalation: [email protected]

Additional Services

For:

√ Extended warranty
√ Government projects
√ Bulk requirements
Contact: [email protected]

 Why Choose ATTAC?

• 28+ years of trusted service excellence
• Fast turnaround times
•  Strong distributor/partner support network
• A strong Customer-first approach.