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Afiintra’s Services |
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 Technical Support & Hardware Replacement |
| Afiintra realises the critical nature of your customers’ IT security products and have developed a unique advance replacement service to suit. Afiintra covers your customers in the event that the hardware defending their network fails. Our support is based on sharing information, responding quickly to change needs and working through problems together with both our customers and vendors. For every product maintenance purchased through Afiintra, 1st and 2nd level technical support services are available. All calls are logged and proactively resolved by our engineers, and where necessary, resolved in conjunction with our vendor in accordance with our standard SLA. Telephone and email support is provided between the hours of 09:00 and 17:30, Monday to Friday. A temporary hardware will be allocated if required with maximum of 14 days replacement, shipment cost for return to factory covered by Afiintra. |
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| Next Business Day & Same Business Day Support |
| Our standard service is same & next business day follow the normal working hours for Klang Valley areas and best effort for the rest of Kuala Lumpur. A replacement unit will be allocate for any customer who has purchased this option on particular hardware offerings, for prompt next day delivery. Extended hour contracts are also available such as 4 hours response time and 6 hours resolution time, at the same day for selected areas and products. |
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| 24x7x4 Technical Support |
| Afiintra offers a 24x7x4 same day onsite support for any customer within Klang Valley & our dedicated team will response within 4 hours time, For products diagnosed as being faulty by our engineers, an advance hardware replacement will be ship out at the same day. |
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| Repair & Return |
| We pride ourselves on our value added services as we were offering a full range of customer support options including repair and return. Units deemed by Customer Support as faulty may be returned to Afiintra for the purpose of repair. The same unit (same serial number), with necessary repairs, is returned to the same customer unless manufacturing deems the old hardware as not fixable. Units that are not under valid support contracts may be repaired at customers' expense. |
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| Installation & Configuration |
| Afiintra’s engineers provide installation and consultancy services for the majority of products within our portfolio. Our dedicated team are highly skilled and, just as importantly, have hands-on product experience. |
| Whether it is the installation, configuration or management of your chosen product solution, Afiintra can help. |
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| Training |
| Afiintra delivers flexible, vendor-accredited training courses aimed at value added resellers and their end user customers. We provide flexible training schedules, both in our training centre (The Boulevard, Mid Valley City) and on-site. Resellers gain product knowledge, fulfil vendor certification requirements, and better serve their customers. End-users gain the expertise they need to manage and report on the solutions they buy. We provide a total training solution - instructor, courseware and technical environment - as a complete education experience that gains vendor accreditation and expertise. |
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Afiintra’s Support |
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| Afiintra offer a full range of customer support options including same and next business day replacement warranties, premium support plans, on-site installation and training. Our engineers have been trained & certified by the vendors to ensure our support is second to none. We offer a number of installation options from pre-configurations to full onsite installation to ensure your purchase is installed correctly. |
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| In addition to the vendors standard support offerings, Afiintra offer additional local support as follows. |
| Support Policy |
| Phone and email based technical support for our resellers are free. Onsite support is an additional charge, please refer to the prevailing products support’s price list for pricing. |
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| But what about hardware? |
| Standard vendors warranty applies to all our products which in some cases might take some time if it is a Repair & Return (R&R) warranty policy. If you need Next Business Day Advance Hardware Replacement (NBD) or 24x7x4 hour response for failed hardware, these are available for most of our products, please refer to our price list for details of our Afiintra’s Services. |
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| Proof of Concept |
| Afiintra will provide valuable guidance in product selection as well as the ability to add value throughout the product lifecycle. Our customers work with us in the early stages of the development cycle because we could provide our expertise in the design and bill of material development, configuration development, security and disaster recovery consultation. |
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| Further help and information: |
| For further information please contact your Afiintra Account Manager to learn more about our post-sales support services or send us an email: support@afiintra.com |
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