On-Site Maintenance provides you with a D-Link Engineer who helps to deliver your replacement product protected under D-Link NetProtect, as well as ensuring the device’s conditions is up to date and running proper*.
Coverage
This service will cover the Advanced Replacement Serivce & Phone-In Services.
Service Delivery Schedule - “9x5xNBD”
- Service Delivery Schedule - “9x5xNBD” standard business hours,
between 9:00am and 18:00pm local time, Monday through Friday
excluding public holidays
Phone-Screening or Remote Diagnosis
- Replacement For isolating problem and facilitating resolution
of the covered hardware products
Service Radius Restriction
- Defective depending on the distance from a part depot or
authorized D-Link service location, service is subjected to
the service radius restriction within Bangkok
Consistent On-Site Service Coverage across Geography Dispersed Locations
- D-Link Engineer or authorized D-Link Technician will arrive
at the customer’s site for issues unable to be resolved remotely.
Labor, Parts, Materials Included
- D-Link will try to restore the system back to an operational
status, the resolution may include
- replacing FRU (field replacement unit)
- replacing parts or entire units
- installing available engineering improvements
- updating firmware
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D-Link NetProtect Services
Features
- Flexible Response Time
- Diagnosis Activities On-Site
- Minimize Customer’s Time & Interaction
- Associated with Phone-Based
Technical Support
- Maximize Return on Investment of
D-Link Technology
Service Feature
- Remote Problem Diagnosis and Support
- Professional On-Site Hardware Support
- Labor, Parts, Materials Included
- Eligible Call Window Available
(min. next business day)
- Choice of Response Times
- Escalation Management
Escalation
- Efficient escalation is triggered when :
- Service technician ecounters a situation
that could cause a failure to meet the
SLA (Service Level Agreement)
- SLA is not met
- Parts are not available or faulty
- Service Technician on-site more
than 3 hours and issues being unresolved
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