Optimize your 3eTI investments
Comprehensive support and maintenance services are essential to ensure high availability and top performance of all 3eTI infrastructure products throughout their lifecycle. 3eTI enables you to effectively deploy and administer our solutions, such as AirGuard secure wireless networking devices, CyberFence endpoint cyber security solutions as well as other standalone products – allowing you to achieve the greatest returns from your investment and ensure you manage your ever-changing IT environment.
Technical support engineers quickly diagnose and resolve issues encountered with appliance hardware and software with product version and feature set upgrades for 3eTI devices. If applicable, receive repair or replacement of hardware for malfunctioning appliances to minimize the risk of downtime to your organization. This service also provides the latest upgrades to software components of hardware platforms. Two maintenance levels are available outside of the standard 90-day product warranty.
Mandatory with all hardware purchases, the Standard Maintenance service offers coverage from Monday through Friday, 0900 hrs. to 1700 hrs. EST, excluding US government holidays. 3eTI will respond to requests for defined failures and faults and work on a timely resolution. All requests for support and assistance in the first instance will be logged with the Customer Support Center by emailing email@example.com. 3eTI support engineers will automatically be notified of all new requests and an engineer will respond accordingly. The response terms are noted below and are linked to severity of the request.
3eTI’s Advanced Maintenance service can protect your investment by extending the life of your critical systems while at the same time reducing operating costs. The Advanced Maintenance service will be customized to meet your organizations specific and unique IT needs – with options such as extended hours, longer call-times, overnight RMAs or even site visits. Ensure reliable service and optimum performance anytime.
Description of services
- Telephone support during office hours
- Priority based response times
- Fully automated processes
- Full escalation process in place
- Software updates (Semi-annually – when applicable)
- Extend hardware warranty for coverage for the period purchased
- Replacement parts ( 10-day service)
Specialized options could include:
- 24/7 telephone support
- Priority escalation
- Replacement parts dispatched on next business day
Onsite support refers to all requirements for 3eTI staff to attend site in order to troubleshoot support issues, carry out installations and/or upgrades. Onsite support is not included in the support contract.