Enterasys - Secure Networks

Service Offerings

Enterasys recognizes that each business' needs are unique, and have developed a comprehensive set of support options from which to choose. The SupportNet portfolio is both flexible and innovative, allowing you to select the level of service that is right for your organization--and yields the best return for your infrastructure investment.

• SupportNet—The cornerstone offering of the portfolio features the core technical services required to support all your hardware products effectively. Services include telephone and web support, firmware upgrades, and next-business-day parts delivery. Service brief.
• SupportNet Premium—Building on the comprehensive support offered with SupportNet, SupportNet Premium provides faster response options for replacement parts: 2-hour or 4-hour around-the-clock delivery. Service brief.
• SupportNet Onsite—If you don't have the in-house resources to match your maintenance requirements, SupportNet Onsite brings Enterasys-certified engineers to your site, in addition to providing the other services included in SupportNet. Service brief.
• SupportNet Onsite Premium—Delivering the same comprehensive level of engineering expertise to your premises as SupportNet Onsite, SupportNet Onsite Premium offers faster response options: 2-hour or 4-hour around-the-clock delivery. Service brief.
• SupportNet Software Application Service—Maintain the best performance from your Enterasys software, such as NetSight® management, Dragon® intrusion and network defense, and Enterasys Sentinel™ proactive protection solution. Includes all maintenance releases plus minor and major product upgrades, 24x7 technical phone support, and web access to the latest technical information. Service brief.
• SupportNet Technical Access—Recommended for customers who already have ample on-site technical resources, including staff and replacement inventory, this level of service provides telephone and web support, return-to-factory repair service, and firmware upgrades. Service brief.

Customer Benefits

• Enhanced business performance. The right level of support means a more efficient network, where applications run smoothly, users stay connected, assets remain secure and the job gets done—on time and on budget.
• Improved network availability and increased productivity. The SupportNet "safety net" can help you limit the effects of downtime and boost employee productivity, ensuring maximum revenue and customer satisfaction.
• Reduce the total cost of ownership. It's likely that the lifecycle costs of operating your technology environment will exceed the initial purchase price, and SupportNet allows you configure, maintain, support, upgrade and manage this environment cost effectively—for the greatest return on your investment.
• Faster implementation of new technologies. Deploy new technologies or services—like convergent applications, such as VoIP and video streaming, or wireless—or update existing technologies quickly to take advantage improved features and functionality. With SupportNet, your network can handle it without additional upgrades.
• More efficient use of scarce technical resources. Benefit from the knowledge and skills of talented technical staff—without investing in new personnel. And reduce the man-hours necessary to keep your infrastructure running at peak efficiency.