OneAccess provides a full range of level 3 support services to assist his partners and customers on investigating and resolving complex networking issues. Level 3 support is provided by senior technical experts knowing perfectly the OneAccess technologies and the complete network architectures. This permits to optimize issue resolutions and guaranty an efficient launch of network services with minimizing the total cost of ownership (TCO) for our partners and customers.
This service, resolving Critical and Major issues, is delivered as part of the Software Warranty of our products, or in the context of a Support Contract with the customer. Typically it will be invoked through our Web-based Support Tool, where contracted partners and customers will get a direct access to our OneAccess experts.
OneAccess provides a very powerful web-based support tool named OnTrack. Access to the OnTrack system is available 24 hours a day and 365 days per year for authorized partners and customers through the OneAccess partner secure web site (Extranet).
This is the recommended tool for finding documentation, technical notes, software updates on the products, and for initiating RMA’s (Return Material Authorisation)
Ontrack is also the main interface to our technical experts, resolving Critical and Major issues, a service which is delivered as part of the Software Warranty of our products, or in the context of a Support Contract with the customer.
For Partners or Customers having signed a support contract, they will also get the possibility to get assistance on questions regarding configurations, logging feature requests, or having other technical discussions with our experts.
Requests are entered as tickets and are classified from level 1 to level 4 depending on the importance and priority. A unique number is associated to each ticket for tracking purpose. All the progress on request or issue resolution is mentioned in this system. This is a bi-directional communication tool between OneAccess and his customers.
OneAccess maintains his software releases up to 2 years after the software RFS. Beyond this maintenance period, the customer/partner will be requested to update its products with the latest software to allow OneAccess to investigate an issue. Indeed, as new software release appears, bugs found in older releases can be solved in newer ones. If changing the new software requires a hardware upgrade, the software is maintained during 3 years after the software RFS.
OneAccess provides software download capability from his web site for all his certified partners.