Enterasys Networks SupportNet
A wide range of support options customized for your Secure Network
Enterasys Secure Networks™ architecture provides the foundation for high-performance solutions that deliver the significant return you should expect for your network investment. With a Secure Network, you significantly improve your security posture, while lowering cost of ownership and realizing a higher ROI.
Enterasys understands that superior service and support is a critical component of your Secure Networks solution. That’s why our SupportNet portfolio—a suite of innovative and flexible service and support offerings—completes your solution. Enterasys SupportNet offers all of the post-implementation support services you need—online, onsite or over the phone—to maintain high network availability and performance.
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.
Learn More about SupportNet offerings.
- Enterasys SupportNet Technical Support provides remote technical assistance for issues associated with the operation and maintenance of Covered Products.
Customers have telephone and web access to Enterasys' Global Technical Assistance Center (GTAC) 24 hours a day, 365 days a year to report problems, ask product-related
questions and receive assistance for Enterasys hardware and firmware.
- Enterasys SupportNet Return to Factory Repair Service provides technical support plus return to factory replacement of a defective Field Replaceable Unit (FRU)
with an equivalent FRU for Covered Products.
- Enterasys SupportNet Advance Replacement Services provide technical support plus advanced part replacement for Covered Products. Upon diagnosis of a reported failure,
the replacement part will be delivered within the response time specified for the service level purchased.
- Enterasys SupportNet Onsite Services provide technical support plus advanced parts replacement with on-site labor for Covered Products. Upon diagnosis of a reported
failure, the replacement part and an on-site field technician will arrive within the response time specified for the onsite service level purchased.
- Enterasys SupportNet Security Network Appliance Advance Replacement Services provide technical support, advanced parts replacement and provides product software releases
(upgrades) and minor releases (updates) for Covered Products. Access to Enterasys’ Signature Database for Intrusion Detection System (“IDS”) software is also provided.
Upon diagnosis of a reported failure, the replacement part will be delivered within the response time specified for the service level purchased (see Service Levels).
- Enterasys SupportNet Security Network Appliance Onsite Services provides technical support advanced part replacement, on-site labor and includes both minor (updates)
and major (upgrades) software releases for Covered Products. Access to Enterasys’ Signature Database for Intrusion Detection System (“IDS”) software is also provided. Upon diagnosis
of a reported failure, the replacement part and Enterasys field technician will arrive within the response time specified for the onsite service level purchased.
- Enterasys SupportNet Software Application Service provides product specific application software minor releases (updates) and major releases (upgrades), web access plus 24x7
telephone access to Enterasys’ Global Technical Assistance Center (GTAC) for remote technical assistance and emergency recovery related to issues associated with the operation and maintenance
of Enterasys software solutions for Covered Products.
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.
