Alliance Service Partners

Alliance understands the importance of maintaining the continuous operation of valuable archiving libraries and systems in order to access to the digital assets they protect. As a result, Alliance has developed the Authorized Service Provider (ASP) program that is designed to provide every customer with consistent, quality global maintenance services.

Alliance ASP Program Overview

Authorized Service Provider (ASP) Program Overview

Alliance ASP’s offer worldwide support services for Plasmon and Alliance equipment and systems. All ASP’s are required to meet stringent standards for quality service with a singular focus on resolving issues in a timely manner. This ensures that all customers receive the highest level of care and support.

Alliance’s base of worldwide ASP’s offer timely and cost-effective support solutions for Plasmon™ and Alliance branded equipment. Alliance selects only excellent providers with quality service operations and trained field engineers. All ASP’s are backed directly by Alliance’s engineering and development teams. ASP’s act as an extension of the Alliance service team, ensuring that customers receive the same high-level quality care and support received directly from Alliance.

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 Alliance and it is unknown as to the level of service that can be provided by them. A non-authorized provider is not backed by Alliance and will not be entitled to receive or distribute the latest firmware and software for Plasmon™ and Alliance products including updates and patches, product maintenance and feature enhancements.

Benefits of the ASP Program
Alliance offers training for all ASP partners. Alliance’s comprehensive training program ensures ASP technicians are trained and certified to diagnose, analyze, and repair our equipment, so customers can be confident in the quality of service. With ASP’s unlimited access to Alliance’s support team, problems and issues are resolved promptly and proactively. Alliance provides the highest level of expertise through our engineering teams when servicing your Alliance and Plasmon brands of products.

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

Alliance Call Center and Product Experts

Level 3 product specialists 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 the site.

Trained and Certified by Alliance

Alliance provides training for all Authorized Service Provider Service Technicians. In this way, customers can be assured that the service representatives servicing equipment are knowledgeable and capable.
Alliance certifies all Service Representatives that have been trained and re-certifies them every two years.
Updated service DVD’s

Alliance’s Intellectual Property

Authorized Service Providers have full usage rights to select Alliance Intellectual Property (IP), 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 the 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

Alliance Certified Replacement Parts

Alliance and Plasmon manufactured and Certified replacement parts

Training

U.S. Location - Product Training

Training classes are exclusively available to ASTI Authorized Service Providers (ASPs). Enrollment in the Alliance Storage Technologies, Inc. (ASTI).

Training is held at ASTI's coporate headquarters in scenic Colorado Springs, Colorado. Courses will include hands on training, installation of libraries, electro-mechanical repair, system diagnostics, AA system configuration, and trouble shooting of G and AA Series libraries in order to complete repairs in the field.

Field engineers and technicians will gain the knowledge, confidence, and skill needed to service ASTI/Plasmon equipment. During the week-long training session, participants will learn firsthand from ASTI technical experts. Real-world examples and hands-on experience will be used to build knowledge and improve skills.

Additionally, Operator and Administrator training is available through ASTI.

Coming soon - ASP training for the NETArchive product line.

Please contact ASTI Technical Support for details – 719.593.7900.

Course Descriptions

U.S. Location - Course Descriptions

G Series Course
COURSE OUTLINE
1. G Series Libraries Introduction and Overview
2. G Series Libraries (All Models)
• Documentation
• Functional Description
• Setup and Configuration
• Diagnostics
• Removal and Replacement Procedures
• Hands-on Lab
DURATION - 3 days
DOCUMENTATION - SUPPLIED FOR EACH STUDENT BY ASTI

Archive Appliance Library Course

COURSE OUTLINE
1. AA Series Library Introduction and Overview
2. AA Series Library
• Documentation
• Functional Description
• Setup and Configuration
• Diagnostics
• Removal and Replacement Procedures
• Hands-on Lab
DURATION - 3 days
DOCUMENTATION - SUPPLIED FOR EACH STUDENT BY ASTI

M-Series and D-Series (available upon request) Please call ASTI for additional information 719.593.7900
Classes Offered at Field Site

Upon request, ASTI may make available to an ASP localized training, for FEs and other integral staff, at a location other than ASTI’s corporate headquarters in Colorado Springs. For this training the ASP shall be responsible for travel, logistics, per diem and other expenses incurred by either Party to facilitate this training.

Training Schedule

Authorized Service Partner (ASP) Certification Training

These training classes are exclusively available to ASTI Authorized Service Providers.

NOTE: G series training is three days and is held Monday and Tuesday of each training week. AA training is held Wednesday, Thursday and Friday of each training week. Classes for M and D series may be available on request.

Classes are held during normal business hours Monday through Friday
Class Start time is 8:00 AM
Class Breaks for lunch from 12:00 PM to 1 PM
Class Ends Daily at 5 PM
Parking is available near the Main Lobby entrance
Main Lobby phone number: (719) 593-7900
Dress is Business Casual

ASTI is able to make training available at an alternate location than the ASTI training facility in Colorado Springs. This training would be for to ASPs, FEs, and other integral staff. ASP shall be responsible for travel, logistics, per diem, and other expenses necessary to facilitate this training.

US Training ASTI Facility

U.S. Location – ASTI HEADQUARTERS
10045 Federal Drive, Colorado Springs, CO. 80908

STUDENT RESPONSIBILITY

Purchase Order for training costs
Shall be responsible for all travel and other expenses necessary to get students to the ASTI training facility.

TRAINING REQUIREMENTS

Pen and notepaper
Students should bring their field laptop, SCSI and network cables to test connectivity to the products.

ASTI TRAINER RESPONSIBILITY

Provide all documentation (for students to keep)
Provide two sets of hand tools (not for students to keep)
Certification for each student successfully completing the course.

Note:

ASTI is a smoke-free environment, so smoking is not allowed during class. However, there is a smoking area available for use during breaks.
Parking - Parking is available near the Main Lobby entrance.
Dress - Business Casual

Offsite Training

ASTI is able to make training available at an alternate location other than the ASTI training facility in Colorado Springs. This training would be for to ASPs, FEs, and other integral staff.

ASP RESPONSIBILITY

Purchase Order for training costs
ASP shall be responsible for travel, logistics, per diem, and other expenses necessary to facilitate ASTI trainer travel to the Offsite training facility.
ASP shall be responsible for shipping cost of equipment to offsite training facility, if not available locally.
ASP shall be responsible for training class fees for each student.

OFFSITE TRAINING REQUIREMENTS

90-day notice prior to training class start date.
Provide the following training equipment:
1. One 6 meter by 6 meter classroom with overhead projector and screen
2. One whiteboard or equivalent
3. One product equiment type for every two students
4. Power connection for drives and computers used during the training (minimum of four outlets)
5. Network connectivity for student laptops and training equipment.

ASTI TRAINER RESPONSIBILITY

Provide all documentation (for students to keep)
Provide two sets of hand tools (not for students to keep)
Certification for each student successfully completing the course.

SITE PREPARATION
The ASTI trainer will arrive at the training site on the day before the scheduled training class to set up the training classroom.

Become an Alliance ASP

Join the international network of Alliance Authorized Service Providers (ASP) and develop a profitable service business that complements your technology sales. Alliance provides the right training, branding, and resources to help you differentiate your business in your targeted markets.

The Alliance Authorized Service Provider (ASP) Program provides many benefits not available to other service providers:

Regional or worldwide qualification
Training and certification as an Alliance ASP
Exclusive discounts
Service provider technical call center
Access to Alliance’s intellectual property
Alliance certified replacement parts
Access to the Technical Support call center
Professional services available for advanced needs
Revenue share opportunities on service agreements and other sales initiatives

Stay on top of the latest innovations that Alliance has to offer while developing a profitable service business. To learn more about becoming an Authorized Service Provider and open territories and markets, please contact Alliance 719-593-7900.

Alliance’s worldwide service coverage is extensive. For a list of Authorized Service Providers in your area, please contact Alliance’s ASP Manager at 719-593-4168. This email address is being protected from spambots. You need JavaScript enabled to view it.

Alliance Service Partners

Alliance ASP Program Overview

Authorized Service provider Key Benefits in Detail

Training

Training

Course Descriptions

Training Schedule

US Training ASTI Facility

Offsite Training

Become an Alliance ASP

Contact an ASP

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