Q. Can I log fault calls across the net?
A. Yes, all ANS online partners have access to our web based logging and tracking system, which allows faults to be logged and tracked via the internet. To obtain a login, talk to your sales account manager or click here.

Q. Do ANS deal with end users directly?
A. NO! ANS is a channel based organisation and we do not hold contracts directly with end users, unless it is specifically requested by YOU, our partners.

Q. DO ANS provide two hour response contracts?
A. As a rule we do not provide 2 hour support contracts on the basis that without an engineer on site or permenant stand by it is virtually impossible to consistently provide an engineer on-site within two hours. However we do consider all 2 hour requests on a commercial case by case basis.

Q. How much margin can I make on ANS support offerings?
A. All of our support offerings have been designed to be sold through the channel and an average 20-30% margin can normally be expected when reselling our support services.

Q. What types of equipment do ANS support?
A. We support a broad range of IP based data and voice products, from Cisco routers, 3com LAN products, RAS servers, VoIP gateways and of course all IP based telephone systems including Mitel 3100/3300, Lucent IP Office and IP600 and other manufacturers such as innovaphone PBX systems. In fact most IP based products!

Q. What manufacturer accreditation do you have?
A. Most manufacturers accreditation schemes are related not only to engineering skills but also volume of sales. As ANS does not sell equipment we do not carry accreditaion, but we are authorised engineering partners of Cisco, Avaya, Mitel, Intertel, innovaphone, Spectralink, Huawei, as well as having engineering skill sets for many other periphieral products.

Q. Can you prove what you say?
A. ANS can provide case studies and customer testimonials on request for a range of products and services.

Q. What is the involvement with innovaphone?
A. innovaphone is a German based provider of IP telephony gateways and iPBX systems, ANS was chosen by innovaphone due to its large IP and voice skill set, to launch and support the product in the UK market. As an independent brand innovaphone has been designed to work in-conjunction with many of the PBX systems our dealers sell and support in the UK market.

Q. Where are your engineers based?
A. We have engineers operating out of locations across the UK, including our offices in Southampton, Rotherham, Warrington and Dundee in Scotland.

Q. Can you cover the whole of the UK?
A. Yes, we offer a standard 4 hour engineer to site contract across the UK.

Q. Does ANS have product conflict?
A. NO. ANS offer support to the data and voice channel, across all products and all manufacturers. In many instances the multi-disiplines we operate often help address product interfacing issues ultimately benefiting the customer.

Q. Do ANS sell products?
A. Yes. ANS’s product offering is complimentary to our support offerings. We enable voice and data dealers access to a skill and product set that they would not normally provide themselves.

Q. Do you offer out of hours support?
A. ANS offer a range of contract offerings from next day support through to 24/7/365 and any contract can be individually tairlored to suit customer requirements.

Q. What test equipment do engineers carry?
A. Our engineers carry a range of diagnostic & test equipment to support most network problems. For more in-depth problems a senior engineering visit can be arranged to provide a network health check or to look at more complicated issues.

Q. Do you provide international support?
A. We do provide installation services internationally and these can be arranged by talking with your sales account manager. Maintenance support can be offered via one of our international partners.

Q. What coverage do you have in Ireland?
A. We offer a next day engineer to site service in Ireland. If you require same day cover we can arrange this via one of our local partners.

Q. Do you offer remote dial in support?
A. Remote dial in support is one of our most effective support offerings and can be added to any of our standard support contracts for a small cost. On average we can clear 80% of customer support calls within 60 minutes via remote dial in access.

Q. How quickly do you respond to calls?
A. Our quarterly response figures are available on request and each support call can be seen via our partner web access for logging and tracking. On average we achieve a 92% in time hit rate across all contract types.