About Technical Assistance
When you contact one of our Technical Assistance Centres, or TACs, a Call ID number will be issued to you. Please ensure this number is quoted in any further communication regarding this support call. Once your Call ID is issued your TAC engineer will do one or more of the following:
Request more information or clarification of the issue
A standard part of the troubleshooting process is to request and review as much information as possible, in order to determine the likely cause of your issue.
Advise you on how to resolve the issue
In most cases, after collecting sufficient information, your TAC engineer will be able to determine the cause of your issue, and advise you on how to correct it.
Escalate your call to the RMA department
If the cause of your issue turns out to be a hardware failure, your call will be escalated to our Return Material Authorisation (RMA) team.
Escalate your call to a Level 2 engineer
In the event that your TAC engineer is unable to resolve your issue, your call will be escalated to a member of our Level 2 support team. In this event you will be contacted by the Level 2 engineer within 24 to 48 hours. Further information (detailed below) may be required.
- If the topology of your network is complex or needs further clarification, a diagram of your network annotated with addresses
- Configuration and/or diagnostic information such as show log or relevant screen dumps
- Relevant outputs or traces from the equipment involved. If this includes non-Allied Telesis equipment, an explanation of information supplied and errors that have occurred.