FOR SERVICE MATRIX - Click Here

LIST OF SERVICES AND SUPPORT POLICY 

 

I

System Design Services

1This Service is available Worldwide2Professional system Design services as per International certified standards3System connectivity diagrams & Documentation provided4Specifications can be provided  

II

Installation, User Training & Commissioning Services (Mandatory )

  1This Service is available in India only2Site inspection and Equipment Inspection and testing at site.3Network Configuration and designing in consultation with your project manager4Implementation planning5Equipment installation, configuration & Functional Testing6Interfacing with Other third party vendors for network integration, other audio, video and network equipments7Hand-holding and final handing-over the network8User Level and administrator training10For Software end user products, installation will be done remotely.11This Service is available Worldwide12Post 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.Telephone, Email support - 24 hours x 7 days
3.Support over Audio/Video conference on Internet IP support - 8 Hours x 5 days
4.Response Time : Within 180 minutes
5.The Basic services are for Products only. Labour and other services provided as part of the project are not included.

V

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

  1This Service is available in India.2Premium Service provides Onsite Engineer Support + Standby device during warranty3The Premium services are for Products only. Labour and other services provided as part of the project are not included.4For Software end user products, support will be provided only remotely.5Premium 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

  1This Service is available in India.2Comprehensive support Including Product warranty, Onsite Engineer support services, Standby Device and all labour3AMC 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

  1This Service is available in India.2On Site visit of a trained customer support engineer to troubleshoot and identify the defective system on call basis.3Onsite Deployment of a trained customer support engineer for 8 x 6 days onsite support and usage management4Available on per day / per month / per year basis  

VIII

OEM Service Care ( for Specified products only )

  1This Service is available Worldwide.2This Service is mandotory to cover Hardware Warranty ( for specified products ) directly from the manufacturer from the first year itself.3Provides free major Software releases4Must be activated at the time of installation / default Software activation5The OEM Service Care could be extended upto a total of 3 more years based on OEM policy6OEM Service Care need to be activated before the expiry of the original standard warranty. Otherwise Recertification charges apply for selected products.7OEM 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 )

  1All products come with Standard Hardware Warranty Conditions. Specified products standard hardware warranty is covered only under OEM Service Care as mentioned above..2The warranty could be extended upto a total of 3 more years.3Warranty Extension need to be renewed before the expiry of the original standard warranty. Otherwise Recertification charges apply for selected products.4Equipment to be returned to A & T at customer cost, if not under Premium support.5After repair / check, A & T will return to customer at A & T Cost.6Network 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 warranty7Warranty 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 knowledge8This Service is available in India.  

X

Specialised Training

  1Two Day / Five Day indepth Training Programme at our Headquarters with state of the art equipment infrastructure.2Specialised training on equipment trouble shooting, network trouble shooting, additional specific application3Ask for more details - training@atnetindia.net  

XI

Consultancy Services ( Product Specific )

  1Identiying Pain Points / bottleneck on the Network2Designing an optimum Physical network for secured connectivity and optimum bandwidth utilisation3Study and Design of add on solutions to use the equipment system to the fullest in your environment.4Consultancy on integrating other equipments and accessories for specific application requirement.