Post sales support is perhaps the most significant differentiator that Delta has to offer our customers. Anyone can provide product and most can do a reasonably adequate job of a basic installation. The real test of an organization’s competency and commitment is revealed in how they support the product and the customer after the sale. This is where trust is established, relationships are built, and where Delta really shines.
We offer service contracts on all network hardware and software solutions in our portfolio, regardless of whether or not you actually purchased the products from us.
At the very entry level, we offer manufacturer pass through services in various iterations. These contracts typically contain some level of hardware replacement, software patches and phone support. They are aimed at self sufficient organizations or those on a limited budget seeking a minimum level of protection. Manufacturer pass through services, as the name implies, are services actually delivered by the hardware or software manufacturer. It is this level of service that our box-based competitors offer because they don’t staff the quantity or depth of technical resources in house to provide direct services.
In addition to the above, we offer Delta-branded, Delta-delivered support contracts for those customers requiring immediate support, with onsite guarantees and quicker turnarounds on hardware replacement. We have the flexibility to craft a support agreement for virtually any requirement. Some of our most common Delta-branded contracts are described below:
Hardware Replacement Service Contracts
Often described as “break/fix” contracts, Delta offers virtually unlimited combinations of services aimed at making sure your network investment is protected. These hardware replacement services range from 10 day return to factory on the low end up to 4 hour Onsite With Parts in hand on the high end. Custom agreements can be crafted anywhere in between to address your specific needs regarding things like depot parts locations and response time guarantees. Examples of our most common agreements include:
- Next Business Day (NBD) Hardware Replacement. This service guarantees that a replacement product will be provided one day after the failed part is diagnosed. Troubleshooting and diagnosis is done by the customer in conjunction with Delta via phone. Physical installation of the replacement component is performed by the customer with Delta’s phone assistance if necessary.
4 Hour Onsite with NBD Hardware Replacement. This service guarantees that a qualified Delta technician will arrive onsite within 4 Hours of a network incident. The Delta technician will diagnosis the network problem and either fix it while onsite or initiate the product replacement procedure. A replacement product is guaranteed to be on site the next business day and installed by the Delta technician.
4 Hour Onsite with 4 Hour Hardware Replacement. This service is the same as above, with the major exception that the network technician will not only arrive on site within 4 hours of a diagnosed incident, the technician will also have the replacement part to install within 4 hours of diagnosis.
Combination Services. Our most popular offering. This offering provides different service levels for different products. For example, many customers choose to cover their network core, VoIP system and Security products with 4 Hour Onsite services, while covering their access layer with NBD hardware replacement services. The result is that our customers can get the critical services they need at an affordable rate.
All Delta-branded support contracts include:
Phone Support. We offer telephone support up to and including 24x7x365. This service is toll free and available worldwide. The primary benefit of this service is to access to our Network Engineers for troubleshooting, configuration guidance and RMA initiation.
Access to our FTP site. This allows for uploading of your pertinent network drawings and storage of configuration backups, configuration scripts and firmware.
Access to Delta’s Customer Center. This web-based tool allows for the opening/updating and closing of Trouble Tickets. It allows for document downloads (white papers, release notes) as well as software for subscribing customers. Contract customers also can check order status, view transaction histories and many other tasks.
Michigan-based engineers answering the phones and performing all Level I and Level II troubleshooting functions, and acting as your liaison to the manufacturer TAC engineers for Level III escalated calls.
A small pool of highly skilled engineers that are much more likely to know your network and the interaction of products that comprise your network. There is a very good chance that the engineer providing you post sales support was either a part of, or the lead engineer, in deploying your network solution if you bought the system from us. By being intimately familiar with your network we will spend less time determining what your network looks like and more time determining what is wrong, leading to quicker fault resolution.