Support Contracts

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 Delta’s specialty and it all starts with our staff.

• There are no rookies answering the phone or showing up at your site. All of our Network Engineers have a minimum of 15 years of experience.
  
• Our Network Engineers all have a broad, hands-on background in Gigabit and 10/100 Ethernet, ATM, Wi-Fi 802.11a/b/g, IP/IPX routing and switching as well as WLAN security and management.
  
• To an individual, we are committed, dedicated and responsive to our customers needs.

Delta offers service contracts on all network hardware and software solutions that we support, regardless of whether or not you actually purchased the products from us. Each of our offerings include:

• Basic 8x5 Phone Support.
  
• Access to our FTP site. This allows for uploading pertinent network drawings and storage of configuration backups and so forth.
  
• 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.
  
• Access to Delta’s Knowledge Base. This newly implemented web-based tool allows our customers to search our database for technical “how-to’s”, RFC’s, whitepapers, tech tips and configuration notes.

In addition to the common elements described above, we offer contract-based support agreements which fall into 3 basic categories as follows:

Telephone 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, maintenance procedures and the like for a very low entry cost.

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 20 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 are described below:

• 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 an incident, the technician will also have the replacement part with him at that time.
  
• 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 and distribution layer products with 4 Hour Onsite with Hardware, while covering their edge/desktop layer with NBD hardware replacement. The result is that our customers can get the critical services they need at an affordable rate.