Alliance Storage Technologies authorized service providers for Plasmon products

Authorized Service Providers Program Overview

Alliance Storage Technologies Goal

To ensure customers are receiving the highest quality service for their critical archive storage devices, Alliance Storage Technologies Inc. (ASTI) has created the Authorized Service Provider (ASP) Program to fully support your investment.

The Alliance Authorized Service Provider Program

ASTI’s base of worldwide authorized service providers (ASP’s) offer timely and cost-effective support solutions for your Plasmon branded equipment with the full backing of Alliance Storage Technologies. ASP’s are quality-service operations, chosen by ASTI and 100% focused on resolving your issues. The program ensures that you will receive the same high level quality of care and support that you would receive directly from ASTI.

Benefits of the ASP Program

ASTI provides mandatory training for all ASP technicians. Because each ASP technician is trained and certified, you can be confident in their quality of service. With ASP’s unlimited access to ASTI’s support team, solutions to problems occur promptly and proactively. ASTI provides the highest level of expertise through our engineering teams when servicing your Plasmon brand of products.

Key Benefits	ASTI Direct	Authorized Service Provider	Non-Authorized Service Provider
Service Provider Technical Call Center			?
ASTI Call Center and Product Experts			Hourly rates apply
On-site Services			?
Trained and Certified by ASTI		Via ASTI
ASTI’s Intellectual Property		Via ASTI
ASTI Level 3 & 4 Engineering Capabilities		Via ASTI
New Firmware/Software and Patches		Via ASTI
ASTI Certified Replacement Parts		Via ASTI

Authorized Service provider Key Benefits in Detail

Service Provider Technical Call Center

Level 1 and 2 problem analysis to better determine the source of issues being encountered.
Provides resolution by work around, dispatching of on-site service or escalation to engineering resources

ASTI Call Center and Product Experts

Level 3 product specialist that will provide full support to Authorized Service Providers
Assist with problem analysis, providing remote system analysis and work-arounds
Pull Alliance product engineers (hardware and software) into problem analysis and resolution as required.

On-Site Services

Manufacturer trained service personnel dispatched with appropriate certified replacement parts to your site.

Trained and Certified by ASTI

Alliance provides mandatory training for all Authorized Service Provider Service Technicians. In this way, you can be assured that the service representatives servicing your equipment will be knowledgeable and capable.
Alliance certifies all Service Representatives that have been trained and re-certifies them every 2 years.
Computer based training (CBT)
Updated service DVD’s

ASTI’s Intellectual Property

Authorized Service Providers have full usage rights to select Intellectual property of Alliance, which facilitates a much higher quality of Service, including:

Full access to Alliance’s historical product Knowledge Bases.
Full access to Alliance’s product specific utilities, which facilitate product analysis and isolation of product issues.
Full access to Alliance’s Service Manuals, which provide Service Representatives detailed instructions on service procedures.
Password protected website access.
Service diagnostics tools
Media analysis tools (UDO)

Alliance Level 3 & 4 Engineering Capabilities

Level 3 product experts with extensive product knowledge with access to proprietary product specifications.
Level 4 engineers with knowledge and expertise to analyze, modify and patch proprietary
Intellectual property, including software, firmware and hardware.
Extensive engineering analysis and investigative capabilities.

New Firmware/Software and Patches

Full access to new product releases of firmware or Software
New or enhanced features
Support for hardware/software components requiring modification, supporting
Environmental changes (security, OS, hardware changes, etc.)
Product evolution (sustaining engineering activities)
Re-engineering actions due to manufacturing/supply-chain issues

ASTI Certified Replacement Parts

Alliance manufactured and Certified replacement parts

Find an Alliance Authorized Service Provider

Non-Authorized Service Providers

Non-Authorized Service Providers do not have access to the all the above benefits, their service capabilities are not certified by ASTI and it is unknown as to the level of service that can be provided by them. A non-authorized provider has not been evaluated by ASTI and will not be entitled to receive or distribute the latest firmware and software for Plasmon products including updates and patches, product maintenance and feature enhancements.