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LIST OF SERVICES AND SUPPORT POLICY 

 

I

System Design Services

   
1 This Service is available Worldwide
2 Professional system Design services as per International certified standards
3 System connectivity diagrams & Documentation provided
4 Specifications can be provided
   

II

Installation, User Training & Commissioning Services (Mandatory )

   
1 This Service is available in India only
2 Site inspection and Equipment Inspection and testing at site.
3 Network Configuration and designing in consultation with your project manager
4 Implementation planning
5 Equipment installation, configuration & Functional Testing
6 Interfacing with Other third party vendors for network integration, other audio, video and network equipments
7 Hand-holding and final handing-over the network
8 User Level and administrator training
10 For Software end user products, installation will be done remotely.
11 This Service is available Worldwide
12 Post Commissioning Training Services - Product usage training (after Commissioning), Hand Holding & onboarding users
   

III

Post Commissioning Training Services ( After commissioning )

   
1 This Service is available in India only
2 Product usage training
3 Handholding & on boarding users
   

IV

Basic Support Service ( This is purely a service and does not cover hardware warranty )

   
1 This Service is available Worldwide
2 See the Support matrix below
   

V

Premium Support Services ( This is purely a service and does not cover hardware warranty ) 

   
1 This Service is available in India.
2 Premium Service provides Onsite Engineer Support + Standby device during warranty
3 The Premium services are for Products only. Labour and other services provided as part of the project are not included.
4 For Software end user products, support will be provided only remotely.
5 Premium Service is not valid for product which has been damaged due to physical mishandling, natural disasters, electrical surges, lightening, accident, negligence, abuse, rodent entry, exposure to liquids, altered or modified in any manner or if the unit is opened or tampered or is used with any other thrid party non standard accessories or moved from the original site of installation and installed at another place without our knowledge
   

VI

Annual Maintenance Contract - AMC

   
1 This Service is available in India.
2 Comprehensive support Including Product warranty, Onsite Engineer support services, Standby Device and all labour
3 AMC is not valid for product which has been damaged due to physical mishandling, natural disasters, electrical surges, lightening, accident, negligence, abuse, rodent entry, exposure to liquids, altered or modified in any manner or if the unit is opened or tampered or is used with any other thrid party non standard accessories or moved from the original site of installation and installed at another place without our knowledge
   

VII

Onsite Engineer support Services

   
1 This Service is available in India.
2 On Site visit of a trained customer support engineer to troubleshoot and identify the defective system on call basis.
3 Onsite Deployment of a trained customer support engineer for 8 x 6 days onsite support and usage management
4 Available on per day / per month / per year basis
   

VIII

OEM Service Care ( for Specified products only )

   
1 This Service is available Worldwide.
2 This Service is mandotory to cover Hardware Warranty ( for specified products ) directly from the manufacturer from the first year itself.
3 Provides free major Software releases
4 Must be activated at the time of installation / default Software activation
5 The OEM Service Care could be extended upto a total of 3 more years based on OEM policy
6 OEM Service Care need to be activated before the expiry of the original standard warranty. Otherwise Recertification charges apply for selected products.
7 OEM Service Care is not valid for products which have been damaged due to physical mishandling, natural disasters, electrical surges, lightening, accident, negligence, abuse, rodent entry, exposure to liquids, altered or modified in any manner or if the unit is opened or tampered or is used with any other thrid party non standard accessories or moved from the original site of installation and installed at another place without our knowledge
   

IX

Product Warranty / OEM Service Care Extension : ( For All products other than specified products )

   
1 All products come with Standard Hardware Warranty Conditions. Specified products standard hardware warranty is covered only under OEM Service Care as mentioned above..
2 The warranty could be extended upto a total of 3 more years.
3 Warranty Extension need to be renewed before the expiry of the original standard warranty. Otherwise Recertification charges apply for selected products.
4 Equipment to be returned to A & T at customer cost, if not under Premium support.
5 After repair / check, A & T will return to customer at A & T Cost.
6 Network and Power accessoires like PoE, Power adaptor, Power strip, electrical items, Lan cable, electrical cable, I/O boxes, or labour & other services etc are not covered under warranty
7 Warranty is not valid for product which has been damaged due to physical mishandling, natural disasters, electrical surges, lightening, accident, negligence, abuse, rodent entry, exposure to liquids, altered or modified in any manner or if the unit is opened or tampered or is used with any other thrid party non standard accessories or moved from the original site of installation and installed at another place without our knowledge
8 This Service is available in India.
   

X

Specialised Training

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

XI

Consultancy Services ( Product Specific )

   
1 Identiying Pain Points / bottleneck on the Network
2 Designing an optimum Physical network for secured connectivity and optimum bandwidth utilisation
3 Study and Design of add on solutions to use the equipment system to the fullest in your environment.
4 Consultancy on integrating other equipments and accessories for specific application requirement.