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Netfast Technical Assistance Center (NTAC)
What is the NTAC?
The Netfast Technical Assistance
Center (NTAC) is a technical support service available to all
customers who have purchased products from Netfast and who are
holders of a valid Netfast or any of its Partners Service Agreement
. Netfast provides P3 and P4 level technical assistance via phone
and email to its customers for 30 days from the invoice date.
What types of assistance are offered by the NTAC?
When a P1 or P2 situation occurs, you
should contact manufacturers TAC and open a case immediately. When
you have a P3 or P4 problem you should contact NTAC via telephone
(718-706-4146) to open a case.
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Priority 4 (P4)—You need information
concerning product capabilities, installation advice, or basic
product configuration data.
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Priority 3 (P3)—Your network performance
is degraded. Network functionality is noticeably impaired, but
most business operations continue.
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Priority 2 (P2)—Your production network
is severely degraded, impacting significant aspects of your
business operations. You are willing to commit full-time
resources during business hours to resolve the situation.
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Priority
1 (P1)—Your production network is down, with the potential of
causing critical impact to business operations if your service
is not restored quickly. You are willing to commit substantial
resources around the clock to resolve the situation.
How do I access the NTAC services?
Customers who are also holders of a valid
Service Agreement from any of Netfast Partners (e.g. Cisco SMARTnet, SMARTnet Onsite,
Network Supported Accounts) can directly contact the manufacturer
TAC in a Priority Level 1 or Priority Level 2 situation via telephone and open a case immediately.
When should I open a case and how can I track its progress?
To resolve your Priority Level 3 or Priority Level 4 issue call (718-706-4146) to open a case.
Netfast Communications Support Services at a Glance
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Services |
Fast |
SuperFast |
UltraFast |
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| 8X5 Phone Technical
Assistance |
x |
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| (30 days Netfast
TAC) |
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| 24X7 Technical
Assistance |
|
x |
x |
| (One Year Partner
TAC) |
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| Two Business Days
Hardware Replacement |
x |
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| Next Business Day
Hardware Replacement |
|
x |
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| (90 days Netfast
TAC) |
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| Same Day Hardware
Replacement |
|
|
x |
| (One Year Netfast
TAC) |
|
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|
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| Same Day Onsite
Technician |
|
|
x |
| (One Year Partner
TAC) |
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Fast Support Package
This service protects your hardware
investment and provides technical assistance to augment your
support resources.
- 8X5
Netfast Technical Assistance Center (NTAC), with phone and
email support for 30 days from the invoice date
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Two business days hardware replacement
- All Fast Support Calls received are assigned a Case Number
and are computer tracked from inception to conclusion. Support
call back is the same business day. NTAC engineers can provide
basic configuration assistance via phone and email.
SuperFast Support Package
This service includes all features of
the Fast Support Package plus next business day hardware
replacement and 24 hours a day, 7 days a week technical assistance
from hardware manufacturer (Partner) Technical
Assistance Center.
- 24X7
Partner Technical Assistance Center (PTAC), with phone and
email support
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Next business day hardware replacement
- All SuperFast Support Calls received are assigned a Case
Number and are computer tracked from inception to conclusion.
Support call back is within 4 hours the same business day.
NTAC/PTAC engineers can provide basic configuration and
troubleshooting assistance via phone and email.
UltraFast Support Package
This service includes all features of
the SuperFast Support Package plus same day hardware replacement
and 24 hours a day, 7 days a week technical assistance from hardware manufacturer (Partner) Technical
Assistance Center.
- 24X7
Partner Technical Assistance Center (PTAC), with phone and
email support
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Same day hardware replacement
(Excluding Holidays)
- All UltraFast Support Calls received are assigned a Case
Number and are computer tracked from inception to conclusion.
Support call back is within one hour the same business day.
NTAC/PTAC engineers provide advanced configuration and
troubleshooting assistance via phone, email or onsite.
Netfast Technical Assistance Center
(NTAC)
NTAC is a vital component of your networking support and
an invaluable asset. Experienced NTAC engineers are rigorously
trained to provide timely technical expertise. These trained and
certified support specialists use proven troubleshooting, problem
solving, and network design skills to resolve problems in the
shortest possible time.
The responsibility of choosing the right product for the
required application is that of our
customer. While NTAC's objective is to assist our customers with
product selection, configuration and installation of the
Internetworking equipment, application assistance is not provided
under Netfast technical support programs.
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