Maintenance and Support

  • In competitive business environments networks should work to enable business-critical technologies. In this environment the IT function becomes more strategic than ever and organisations need to ensure the risk of network downtime is mitigated with a clear back up plan.    

    Of particular concern is how to manage those network devices that pose most risk to the business in the event of a failure and determine how they can be brought back up with minimal disruption.
    Alphawest recommends an ‘insurance policy’ in the form of an Alphawest Maintenance & Support contract with the appropriate level of support coverage to the level of business criticality of the device. 
     

    Will warranty cover me?

    Customers often ask if the warranty will offer enough coverage to better protect the business against the threat of downtime in the long-term and the answer is no; most standard warranties will only cover the devices if they are faulty for the first 90 days after delivery.  The response time for warranty may also be inadequate for the majority of devices with a service response of up to 10 business  days.  With Alphawest Maintenance & Support customers may have an engineer onsite to replace a faulty part in as little as two hours after the diagnosis has taken place over the phone.  Alphawest strongly recommend not relying on warranty for network devices.
    However Alphawest does advise a tiered approach to hardware maintenance to get the best return on investment and coverage where you need it and economising where the device is non-critical. 

  • What level of maintenance coverage does my network require?

    The level and scope of maintenance coverage depends on the network devices subject of the maintenance and the terms of the Maintenance and Support contract.

    The following is an example of a tiered approach

    The head office of a nationwide organisation with 80% of its sales conducted online will want to ensure the head office network devices that are critical to keeping the website up and running have a 24x7x2 Onsite Alphawest Maintenance & Support contract which means they get:

    • Telephone support and remote diagnostics to determine the nature of any fault with the Equipment
    • 365 days a year advance replacement of specified Equipment parts 24 hours a day
    • Parts replacement within 2 hours of fault diagnosis and determination
      labour for on-site parts replacement

    Conversely take a branch office of that same organisation with only one or two users, although downtime is detrimental, it is not catastrophic to the organisation and therefore a more cost effective solution would be a 8x5xNBD Onsite Alphawest Maintenance & Support Contract which means they get:

    • Telephone support and remote diagnostics to determine the nature of any fault with the Equipment
    • Next Business Day advance replacement of specified Equipment parts during the Service Period (not including public holidays)
    • Labour for on-site parts replacement
    • Diagnosis and determination a replacement part is required has been completed by 3:00pm local time 

    If you are not sure where to start or what coverage is required for your devices, please complete the form on the next steps tab to speak with one of our maintenance specialists.

  • Alphawest partners with the leading vendors in the market and offer vendor maintenance on over 90+ technology vendors, we offer Alphawest Maintenance & Support with the following strategic partners:

    Cisco     Juniper Networks Avaya         Riverbed

     

    Partner award credentials:

    • Cisco – APAC Partner Campaign of the Year (2010)
    • Cisco – Outstanding Architecture and Technical Excellence (2010)
    • BRW - Client Choice Award Finalist, Best IT Services Firm (revenue under $500m) (2010)
    • Juniper Australia and New Zealand Partner of the Year (2009)
    • Cisco APAC Theatre Partner of the Year (2009)
    • Websense – All Star Awards (2009)


    What makes Alphawest the service provider of choice for Maintenance?

    • Alphawest offer the same service levels as direct to our vendors e.g 24x7x2 Onsite
    • Online portal for inventory and maintenance contract validation
    • Log and track portal to create and monitor tickets  
    • Service Delivery Management
    • Contract Renewal Management
    • Availability of remote support team comprised of 70+ communications engineers
    • Single point of contact for customer
    • Rapid resolution facilitated by industry standard remote support tools
    • All AMS maintenance contracts are backed by relevant vendor for level 3 support
    • Access facilitated to vendor website to allow software and documentation downloads to your licensed feature set
    • Partner of the year from the leading vendors whom we work with to train our sales, engineers and architects to the highest levels of certifications
    • ISO 20000 certified
    • Part of the Optus/Singtel group

  • How can Alphawest help you?

    Please complete the form below to have a Maintenance Specialist contact you.