What do we get asked most about our service?
Our most frequent questions and their answers:
What are your service level agreement options?
PTAC - Access to Expert TAC Support.
PTAC8 - Access to Expert TAC Support including 8x5xNBD advance hardware replacements.
PTAC24 - Access to Expert TAC Support including 24x7x4 advance hardware replacements.
PTACC - Consulting. Send us your proposed new implementations for your network and we provide guidance through the entire process.
What core aspects does each SLA provide?
- 24x7x365 Expert TAC Support Access.
- Expert Software Support.
- Email, Phone, and TeamView Remote Support.
- OEM Bug Fix Software Revisions.
- Show Tech Collection and Report.
- Best Practices Advice on Ticket Closure.
- 70-90% Cost Savings Compared to OEM Contracts.
How do you handle hardware replacements?
Our network of strategically aligned Partners enable us to provide hardware replacements in over 130 countries worldwide. When hardware fails, it is imperative that the device is replaced immediately. We see that hardware failures occur in ~2% of all tickets.
How long does it take to fix a problem?
- CRR - there are three levels of solving networking issues: Connect, Repair, Reconstitute.
- Our Average Connect Time from Ticket generation is under 2 minutes.
- Our Average Repair Time for all problems is 2 hours.
- Our Average Reconstitute Time for all Tickets is 24 hours.
Be as detailed as possible when initially submitting information with your ticket.
How can I integrate your API into our present maintenance solution?
We dedicate REST API tools, human resources, and Executive oversight into helping our resellers integrate your portal with our API. This is a free of charge service.
Are Show Tech files required? And if so, for what SLAs?
We request show tech files be sent to us at firstname.lastname@example.org at service start for every device in your contract. This is important for two reasons:
We use this archived output to quickly help identify hardware changes, software changes, and configuration updates when a problem occurs. Our goal is to solve problems that have happened, and provide advice to prevent them from happening again. Per our Terms and Conditions, we require a show tech output at service start for all devices under PTAC8 (8x5xNBD HW Replacement) and PTAC24 (24x7x4 HW Replacement) to activate the full service.
With our TAC support only service (PTAC) we still suggest providing the outputs for each device. There are a myriad of problems which can be fixed almost instantly if we have service start show tech files to compare when learning the symptoms of your problem.
Software Updates - if a device has a revision of software which is preventing it from working correctly, do you provide an updated version?
Per our Terms of Service, all end users of our service assign Palotac as their Authorized Agent to speak to OEMs on their behalf. When our engineers deem a new version of software is required to make the covered device function as advertised, we contact the OEM to obtain the version of software which restores the device to function as advertised.
How many engineers do you have, and where are they located?
We believe in workplace flexibility, trust, and mobility. Our engineers are located all over the world and speak a wide variety of languages including local dialects. Palotac has access to a network of over 1,200 engineers located all over the world.
What type of customers do you primarily support?
Our service is best utilized for customers needing very complex and immediate support for devices providing data through major nodes. However, through our Partnership Program you can integrate our support and utilize it as many times as needed for any of our supported items.
What are your supported OEMs?
Cisco Routers, Switches, Security, Datacenter, Telephony, and Wireless.
Juniper Routers, Switches, Gateways, NetScreen, Wireless, and Application Accelerators.
HP Routers, Switches, Wireless, Gateway, Telephony, and Advanced Modules.
3Com Switches, Servers, and Gateways.
Microsoft Server OS, Active Directory, DNS Management, DHCP, Clusters, Backup Solutions, Print Server Management, VPN, RAS / NPS, DFS and File Share Services.
IBM Servers (Rack-mount, Tower, Enterprise, and High-density).
Dell Switches, and Wireless
Huawei Routers, Switches, and Gateways.
You can view detailed information about each OEM in our Supported Products section.