Madge Networks has introduced Product Support Services, a portfolio of products which offers customers a flexible selection of remote service options.
Business Development Manager Kevin Barnard said that for the first time Madge has taken a single, simplified, world-wide approach to the positioning of these services, which have been fully `productised` for sale through the company`s channel partners.
The new Product Support Services options are:
Advance replacement
Ideal for organisations who maintain their own networks but require rapid replacements in the event of hardware failure.
The key features of this module are same-day cross-shipment of replacement product provided that Madge Service Location receives a call before 15h00 on business days, and also applies during manufacturers` standard 12 month warranty period. There are one-year and three-year agreements available.
Extended limited warranty
Designed for customers who hold spares and maintain their own networks, but require a cost-effective means of product replacement in the event of problems
Key features:
* Option to extend standard 12 month warranty by an additional one or
three years
* Replacement product shipped within 15 days of defective product being received by Madge (i.e. no cross-shipment).
24 x 7 telephone support
Customers and Madge Authorised Service Partners have access to Madge Technical Support engineers 365 days of the year, 24 hours per day.
"Advance Replacement and Extended Limited Warranty coverage is available only for infrastructure products at the moment. 7 x 24 Telephone Support covers infrastructure products and adapters," Barnard said.
He added that for Backbone products, the Service Agreement covers the chassis and any modules it contains. If additional modules are subsequently purchased for an existing chassis that is already under Service, then those new modules will also be covered (at no additional cost) until the expiry date of the CHASSIS Service Agreement.
Barnard said pricing would be anbnounced shortly, and will be direct- and channel-related.
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