Your solution.

Allied Telesis offers a full-range of interoperable products that will help you seamlessly connect your customers with their voice, video and data at an affordable price. Learn more about how we can design a solution focused on your business.

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At your service.

Allied Telesis managed services deliver a comprehensive suite of high-quality, cost-effective, advanced end-to-end IP-based networking solutions and web-based services to enterprise and service-provider clients worldwide.

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One switch.
Unlimited possibilities.

The SwitchBlade x8112 is a 12-slot Advanced Layer 3+ chassis switch designed as the ideal solution for the modern enterprise network where resiliency, reliability and high performance are the key requirements.

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Support Central

Our interactive support center is your direct link to answers you need. Search our knowledge base, check support tickets, learn about RMAs and contact Allied Telesis technical experts.

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Connecting the IP world.

For more than 25 years, Allied Telesis has delivered solutions as a world-class leader in IP/Ethernet.

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Services

Home » Services » Support Contracts » Net.Cover Support Contracts

Support Contracts

Allied Telesis Net.Cover is a flexible set of services and support programs that can be tailored to meet the needs of a wide range of customers who wish to take additional precautions to safeguard the integrity of networked data, ensure network up time, maximise end-user productivity while protecting their original investment well into the future. These Service Programs provide comprehensive coverage for your purchase, including advanced hardware replacement and access to free telephone support.

Download Net.Cover Overview

Net.Cover Hours of Operations

Net.Cover Registration



Allied Telesis Standard Warranty

Online Knowledge Base

Utilizing advanced Self Learning Technology, and powered by the state of the art Revelation Engine, the Allied Telesis Knowledge Base offers a dynamically growing database designed to facilitate customer inquiries, helping to create an easier way for Allied Telesis customers to troubleshoot their networks. Complete with personalized accounts for customer’s businesses, the Knowledge Base is more than a search engine, but a direct 24 x 7 link to Allied Telesis' information treasury.

Contact our Technical Support Staff around the clock, from anywhere in the world, using the “Ask a Question” feature! Responses will return directly to your e-mail within 24 hours of submittal. Take advantage of the Right Now eService Center with web self-service and email management.

Warranty Replacement of Defective Hardware

All product that is under warranty and has been qualified as defective by a live phone conversation with an Allied Telesis technical support representative, is eligible for free product replacement. Customers without a Net.Cover contract experience on average, a fifteen to twenty day total turn-around time for product replacement. Replacement product is shipped after the defective unit(s) has being received by our warehouse. Shipping costs for defective units being sent to Allied Telesis is the responsibility of the customer. However, all outgoing shipments are done at Allied Telesis' expense.

Knowledge Base Benefits

  • Real-time 24 x 7 x 365 access to our database and eService Center
  • A dynamic tool, the Knowledge Base uses self-learning technology, constantly expanding to facilitate customer inquiries, problems and solutions
  • Browse by category, or key-word search for questions and answers in our in-depth database
  • Receive automatic updates to inquiries and answers via e-mail
  • Submit on-line questions and comments directly to our technicians

Net.Cover Basic+ Plan

8 x 5 Phone Support

This feature provides a qualified technical service engineer who will troubleshoot problems within your network environment and will identify and isolate product failures. This is a live phone support plan that is supported 8am to 5pm in your local time zone, Monday through Friday, excluding holidays.

Software Updates

This feature allows for free upgrades of operating system, software patches and revisions as soon as they are released to our public web site. Software and release notes can be downloaded directly from Allied Telesis' technical support public website, and activation is included with the purchase of your Net.Cover contract.

Knowledge Base Benefits

  • Real-time 24 x 7 x 365 access to our database and eService Center
  • A dynamic tool, the Knowledge Base uses self-learning technology, constantly expanding to facilitate customer inquiries, problems and solutions
  • Browse by category, or key-word search for questions and answers in our in-depth database
  • Receive automatic updates to inquiries and answers via e-mail
  • Submit on-line questions and comments directly to our technicians

Same Day Shipment of Replacement Product*

In the rare event of a failure, this service will provide customers with same day product shipment from our RMA warehouse locations. This service provides product replacement and workarounds to correct bugs, malfunctions, system errors and other related problems that adversely affect the product’s ability to operate as designed during the product warranty period. All returns must be “qualified” by a technical support representative prior to return authorization. To further decrease return time on faulty products, RMA processing is done with a Priority One Severity Level.

* This level of service does not guarantee next business day product replacement

Priority Queuing and Escalation

Priority queuing is a service that advances technical support calls to the “front-of-the-line” so to speak. This process reduces on-hold wait time for contracted customers seeking technical support by moving their call to the front of the on-hold Queue. If a tier one support representative cannot address the problem immediately, the incident is set to an escalated priority level, which dramatically decreases call back time from level 2 support.

Online Solutions: Allied Telesis Self Help Service Center

Utilizing advanced Self Learning Technology, the Allied Telesis Knowledge Base offers a dynamically growing database designed to facilitate customer inquiries, helping to create an easier way for Allied Telesis customers to troubleshoot their networks. Complete with personalized accounts for customer’s businesses, the Knowledge Base is more than a search engine, but a direct 24 x 7 link to Allied Telesis' information treasury.

Contact our Technical Support Staff around the clock, from anywhere in the world, using the “Ask a Question” feature! Responses will return directly to your e-mail within 24 hours of submittal. Take advantage of the Right Now eService Center with web self-service and email management.

Configuration Assessment

This feature provides for an Allied Telesis engineer to assess the customer's basic hardware and software configuration files. If additional services are required, the Allied Telesis Professional Services organization provides complete engineering services including design consultation, implementation, documentation and turn-up, which is billed at a separate hourly rate. For details and pricing for our Professional Service offerings, please contact your sales representative.


Net.Cover Advanced Plan

24 x 7 x 365 Phone Support

This feature provides a qualified technical service engineer who will troubleshoot problems within your network environment and will identify and isolate product failures. This is a live phone support plan that is supported 24 hours a day, 365 days a year.

Next Business Day Advanced Product Replacement and Priority RMA Processing**

In the rare event of a failure, this service will ensure next business day product replacement and workarounds to correct bugs, malfunctions, system errors and other related problems that adversely affect the product’s ability to operate as designed during the product warranty period. All returns must be “qualified” by a technical support representative prior to return authorization. To further decrease return time on faulty products, RMA processing is done with a Priority One Severity Level.

** Next business day advance replacement is limited to the contiguous United States and Canada unless otherwise specified in your service agreement.

Online Solutions - Allied Telesis Self Help Service Center

Utilizing advanced Self Learning Technology, the Allied Telesis Knowledge Base offers a dynamically growing database designed to facilitate customer inquiries, helping to create an easier way for Allied Telesis customers to troubleshoot their networks. Complete with personalized accounts for customer’s businesses, the Knowledge Base is more than a search engine, but a direct 24 x 7 link to Allied Telesis' information treasury.

Contact our Technical Support Staff around the clock, from anywhere in the world, using the “Ask a Question” feature! Responses will return directly to your e-mail within 24 hours of submittal. Take advantage of the Right Now eService Center with web self-service and email management.

Configuration Assessment

This feature provides for an Allied Telesis engineer to assess the customer's basic hardware and software configuration files. If additional services are required, the Allied Telesis Professional Services organization provides complete engineering services including design consultation, implementation, documentation and turn-up, which is billed at a separate hourly rate. For details and pricing for our Professional Service offerings, please contact your sales representative.

Priority One Escalation

All customer incidents are live transferred from a level 1 technician directly to level 2 support at a priority one severity level upon ticket creation with Allied Telesis TAC. This process also reduces on-hold wait time for contracted customers seeking technical support by moving the call to the front of the on-hold Queue.

Software Updates with Proactive Change Notification

This feature allows for immediate notification of operating system, software patches and revisions as soon as they are released to our public web site. Software and release notes can be downloaded directly from Allied Telesis' technical support public website, and activation is included with the purchase of your Net.Cover contract.

Knowledge Base Benefits

  • Real-time 24 x 7 x 365 access to our database and eService Center
  • A dynamic tool, the Knowledge Base uses self-learning technology, constantly expanding to facilitate customer inquiries, problems and solutions
  • Browse by category, or key-word search for questions and answers in our in-depth database
  • Receive automatic updates to inquiries and answers via e-mail
  • Submit on-line questions and comments directly to our technicians