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Acer has evaluated current market conditions and discovered that suppliers of network OS (NOS) are charging for technical support. Acer no longer offers a proprietary NOS and is compelled to adopt the industry trend to charge for technical support of these products.
As a result, Acer has implemented the following changes for support of NOS on Acer Altos platforms:
- Acer Authorized Resellers will receive FREE "Up and Running"1 Operating System2 technical support for the FIRST 30 DAYS after registering a new server sold.
- Acer will require your six digit Authorization number to gain access to Acer Altos Enterprise Technical Support and Service (ESS).
- All customer (non-reseller) calls received will be referred back to the dealer to initiate any type of support request. (AOS contracts excluded.)
The following charge will apply for software technical support 30 days after registration or on any type of support for systems OUT of warranty:
$125.00 per incident3 until the problem is resolved, for hardware and software purchased from Acer directly, or via the Acer Distributor, Dealer sales channel. This service is provided 7 x 24.
You will be asked for a credit card number at initial contact for all calls placed out side of the "Up and Running" 30 day support window or for calls on OUT of warranty systems. ESS will not process the credit card for hardware warranty related issues.
Definitions:
1.Up and Running - Server Operating System prompt on
console, communication to all major Acer Certified peripherals.
This applies to equipment sold and/or supported by Acer on
the model server being installed.
2.Operating System - Acer-provided/certified Operating
Systems.
3.Incident - Any question, problem, or issue regarding Acer Altos
hardware or software purchased from Acer. An incident may
involve multiple telephone calls between the customer and
Service. |
