Learn How Alliance Can Help With Your Data Archiving Requirements


 Alliance’s Data Archive Solutions makes regulatory compliance, data security, infrastructure optimization, and cost reductions Simple.


Data Storage Solutions – How to Reduce Costs with a Data Archiving Tier

In this FREE Report you’ll learn the key steps for transitioning to a tiered storage environment plus you’ll learn how to:

  • Identify which data to archive;
  • Make the transition seamless for the end user;
  • Select the correct data archive for your business;
  • And so much more...

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Free Whitepaper

Authorized Service Provider (ASP) Program Overview

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 designed to provide every customer with consistent, quality global maintenance services.

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.

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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

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.


 

Technical Support

Plasmontech Technical Portal

The Alliance Technical Support website is a bountiful resource for technical information for current and legacy products. Most documents are available to customers and Authorized Service Providers through open-acess however, a password may be required in some instances for accessing proprietary information. 

If you need help with a repair or to contact Technical Support, please see the Contact Us page for detailed contact information. Or, Click here to be directed to the Plasmontech website or go directly to www.plasmontech.com

The plasmontech website has been a valued resource for many years. It is here that you can view product administrative or maintenance manuals, download firmware updates, and much, much more.

The Plasmontech website provides access to:

      • Intellectual Property (IP), which facilitates a much higher quality of service
      • Historical product Knowledge Base
      • Product bulletins
      • Product specific utilities, which facilitate product analysis and isolation of product issues
      • Access to Alliance’s Service Manuals, which provide Service Representatives detailed instructions on service procedures
      • Service diagnostics tools
      • Media analysis tools (UDO)
      • Firmware/Software and Patches
      • New or enhanced features
      • Much more...

Need a Return Material Authorization (RMA)?

Click here

Authorized Service Provider Training Courses

Alliance offers detailed technical optical and library training courses for Alliance and Plasmon™ brand mass storage products. Note that product training is separate for optical and library products. These courses are designed for the Level 1 electronic equipment maintenance provider. Graduates of our courses can expect to resolve optical drive problems exposed during on-line and stand-alone operations. 

Additionally, Operator and Administrator training are available through Alliance. Please contact Alliance Technical Support for details – 719.593.7900.

 Click here to view Training options.

 

Need Support Now?

Technical Questions - General Support 

Phone: 877.585.6793
Phone: 719.593.4437
Fax: 719.593.4192

For information regarding an existing Alliance or Plasmon™ equipment maintenance contract or on how to purchase a new Alliance or Plasmon™ equipment maintenance contract, please contact us directly at 719.593.4425

Email Your Support Questions

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What type of support do you need?

Technical problem:

  • Alliance or Plasmon™ equipment that needs to be repaired and you have an Alliance service contract 719.593.4437 or Toll free: 877.585.6793
  • Alliance or Plasmon™ equipment that needs to be repaired and you DO NOT have an Alliance service contract Service Sales 719.593.4455 or Toll free: 877.585.6793

Supplies

Product information

A Few Words from Our Customers...

Our Data Survived Hurricane Katrina

“We had to determine what information was retrievable among the absolute chaos of the first week after Katrina…We were able to recover all of the patient images off the Plasmon libraries…We are now primarily using the Plasmon’s UDO Archive Appliance for its long-term recoverability.” 
--Kenneth Allen, Health Systems Specialist, Southeast Louisiana Veterans Health Care

HIPAA Compliance at a Reasonable Cost

“Ensuring that we could provide a PACS archive solution that helps customers meet HIPAA compliance at a reasonable cost was a critical requirement. This was guaranteed with the performance, longevity, and authenticity of the UDO Archive Appliance.”
– Lenny Reznik, Director Enterprise Imaging and Information, Agfa Healthcare

Retrieval Time Went from Days to Seconds

“Our major issue was time lost chasing documents. With the implementation of the archive solution, retrieval times went from DAYS to SECONDS.”

--Tony Libri, Sangamon County Circuit Clerk, Sangamon County Ciruit Clerk's Office

 

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