Support Services
Our goal is to exceed your expectations by utilizing the services of industry experts. You can choose to speak to a support engineer over the phone, contact support via email or use live online diagnostics.
Choose the best way to achieve fast and effective resolution by taking advantage of our various service solutions.
AZGold
Key Features:
- 8 am – 5 pm PST Phone/Email Support
- 8-hour Response Time
- Software Assurance
- Live Online Diagnostics
- Web Case Management
- Knowledge Base
- Documentation
AZPlatinum
Key Features:
- 24/7 Phone/Email Support
- 2-hour Response Time
- Software Assurance
- Live Online Diagnostics
- Web Case Management
- Knowledge Base
- Documentation
AZAdvantage
The Technical Account Manager (TAM) will serve as your single and dedicated point of contact, and is available to you via direct phone access. Your TAM will provide proactive, preventative support and complete issue management. Working with you to determine the impact of Software Assurance updates, the TAM will be your conduit to the entire Azalea organization, whether reaching out to the development team for specific enhancement or to a professional services expert for network tuning.
Please Note: Additional fees will apply. Contact Azalea Networks Technical Support for further information.
Key Features:- Dedicated Technical Account Manager
- 24/7 Phone Support
- 1-hour Response Time
- Software Assurance
- Live Online Diagnostics
- Web Case Management
- Knowledge Base
- Documentation
Equipment Repair
Our flexible approach to equipment support is cost effective and convenient. Choose from one of our three options.
AZStandard
Covers your replacement in warranty and if you choose to purchase beyond the warranty period. Your replacement is shipped within five (5) business days via Priority Mail.
You have seven (7) business days (from the date the replacement unit is shipped) to return the defective unit and avoid being charged. The defective unit must covered under warranty and/or the AZStandard service contract. Azalea Networks will pay the shipping costs of your outbound replacement unit. However, you are responsible for the costs related to shipping your inbound units. You are also responsible for any additional costs (customs, duty, taxes, etc) related to international shipments.
AZNextday
Your replacement unit is shipped Standard Overnight. It will arrive by noon (local time) the following business day.
You have seven (7) business days (from the date the replacement unit is shipped) to return the defective unit and avoid being charged. The defective unit must covered by the AZNextday service contract in order to receive advanced replacement service. Azalea Networks will pay the shipping costs of your outbound replacement unit. However, you are responsible for the costs related to shipping your inbound units. You are also responsible for any additional costs (customs, duty, taxes, etc) related to international shipments.
AZDepot
Offered if you choose to purchase and stock your own equipment. You mail the equipment and are responsible for the costs related to shipping. Upon receipt, Azalea Networks will repair and return the equipment to you within twenty (20) business days. Azalea Networks will pay the outbound shipping costs.
Warranty
Software
Ninety (90) days after delivery. Azalea Networks warrants to customer that the unaltered Software will operate substantially in conformance with the Documentation for a period of ninety (90) days after delivery. Any warranty claim must be made in writing during the ninety (90) day period. Azalea Networks’ sole obligation and exclusive remedy in respect thereof is to use reasonable efforts to repair or replace the Software that Azalea Networks determines, in its reasonable judgment, to be nonconforming or, at Azalea Networks’ sole discretion, to accept return of such Software and replace at our option.
Equipment
One (1) year after delivery. Azalea Networks warrants to customer that the equipment will operate substantially in conformance with the Documentation for a period of one (1) year after delivery. Any warranty claim must be made in writing during the one (1) year period. Azalea Networks’ sole obligation and exclusive remedy in respect thereof is to use reasonable efforts to repair or replace equipment that Azalea Networks determines, in its reasonable judgment, to be defective or, at Azalea Networks’ sole discretion, to accept return of such equipment, and repair or replace at our option.
Support Service Features (AZGold, AZPlatinum and AZAdvantage)
Software Assurance
The Software Assurance plan entitles you to the latest product updates/patches, enhancements and upgrades. Implementing these latest releases maximizes your system’s functionality. All software changes can be accessed quickly, via a remote connection from our Support Center.
To keep your business-critical systems powering on at optimum levels, Azalea Networks Software Assurance provides ongoing access to the latest releases and upgrades to network operational and applications software. Offered in conjunction with Technical Support, it ensures that your software is kept current with regular and periodic upgrades – not just implemented as “workarounds” and software patches, but integrated into the overall network design to improve system functionality and robustness.
Benefits:- Up-to-date operational and applications software
- Increased supportability and dependability
- Regular advances in functionality
- Lower your cost of ownership and software cost control
Web Case Management
The Web Case Management system allows you to open cases and monitor their progress until fully resolved. Cases logged after Azalea Networks’ hours of operation will receive priority attention at the beginning of the following business day.
Benefits:- Open an unlimited number of cases
- Take advantage of real time information
Live Online Diagnostics
Live Online Diagnostics can be performed with your permission, by Azalea Networks support personnel. A direct connection to your network will be established, using a PIN code or emailed link. It is the interface through which technicians communicate with you and conduct remote support. The Applet automatically removes itself from the remote PC at the conclusion of each session.
Benefits:- Save time. It takes just a few minutes to download the Customer Applet.
- Perform accurate diagnostics. Enable our experts to resolve problems faster.
- Get an immediate response. All diagnostics and repair are in real-time mode.
Knowledge Base
The Knowledge Base encompasses a variety of information, which is tightly integrated and based on real-time input from our Development Team, Support Engineers, Channel Partners and our customers.
Benefits:- 24-hour access to answers to your questions about Azalea Networks
Documentation
24-hour access to product manuals and all other types of documentation available on the Azalea Customer Website.