Alliance Storage Technologies Inc (ASTI)

Inconjunction with Alliance Storage Technologies in the USA, Computergate offers World Class Service and Support for Plasmon hardware and software products. There is a full range of service options available to each customer in addition to the standard product warranty and product phone support that customers expect from Computergate.

For information specifically regarding existing 'Plasmon' maintenance contracts and how to upgrade to an Alliance Storage Technologies contract, please call us directly.

Service & Support For All Plasmon Drives, Autoloaders, & Automated Libraries
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Australia Hotline:
1300 137 585 

New Zealand Hotline:

0800 507 560

Asia Hotline:

001 8000 2500 001

(Singapore, Thailand, Hong Kong)          

00 8000 2500 001

(Malaysia)

E-Mail: 

ASTI - Plasmon Support & Warranty requests

Web Support Portal:

On-line Service Request

Warranty Registration:
Register here

Telephone Support:
24hrs x 7 days

Helpdesk:

Monday - Friday: 8:00am - 5:00pm (EST)
NOTE: Excluding Australian Public Holidays
Helpdesk: 24 x 7 for contract customers.

Computergate offers a service for Plasmon Equipment on selected ‘Service Level Agreements’ from Next Business Day to 24hrs x 365 days . To schedule this service please contact us or email to discuss this further.

Warranty & Site Registration
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Plasmon's warranty will commence 30 days from the date of shipment from Plasmon. For on-site unit registration, please return the site registration card provided with each unit or visit the Alliance Storage Website. It is important that the unit be registered to avoid service delays. Plasmon warranty will begin 30 days from the date of shipment from Plasmon unless notified that an earlier commencement date is required. The customer should anticipate a minimum of 3-5 day activation period after the registration is submitted. In some cases it could take up to 30 days for parts and training in the customer area if no current service exists.

Plasmon Hardware - Support Programs
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Service Level Agreements

Standard Plan
9 x 5 x Next Business Day (NBD)

Technical phone and on-site maintenance and repair coverage 9 hours per day Monday through Friday, excluding Plasmon holidays. On-site Service Engineer (SE) response time is next business day.   Service includes parts and labour for normal break/fix situations.  Includes manufacturer recommended periodic maintenance and adjustments on the hardware.  Service does not include customer replacement items such as media, media cleaning and other customer responsible items.

Guardian Plan
9 x 5 x 4 hour response

Technical phone and on-site maintenance and repair coverage 9 hours per day Monday through Friday, excluding Plasmon holidays.  On-site Service Engineer (SE) response time is average 4 hours from the problem call dispatch.   Service includes parts and labour for normal break/fix situations.  Includes manufacturer recommended periodic maintenance and adjustments on the hardware.  Service does not include customer replacement items such as media, media cleaning and other customer responsible items. 

Priority Plan
24 x 7 x 4 hour response

Technical phone and on-site maintenance and repair coverage 24 hours per day 365 days per year.  On-site Service Engineer (SE) response time is average 4 hours from the problem call dispatch. Service includes parts and labour for normal break/fix situations.  Includes manufacturer recommended periodic maintenance and adjustments on the hardware.  Service does not include customer replacement items such as media, media cleaning and other customer responsible items.

Installation & Upgrades

Installations and upgrades provided by Computergate are performed during normal Business hours, unless otherwise agreed.  Please allow 3-5 days when scheduling a date.  Installation includes unpacking, hardware setup, and diagnostic testing to verify operation.  Basic Installation does not include moving the product from another location, software installation, administrative setup or training, however this service can be scoped by one of our trained technicians and quoted separately.  Power, cabling and site preparation must be in place prior to ordering the installation or additional charges will apply.

Three Year Sercice Discount

Installations and upgrades provided by Computergate are performed during normal Business hours, unless otherwise agreed.  Please allow 3-5 days when scheduling a date.  Installation includes unpacking, hardware setup, and diagnostic testing to verify operation.  Basic Installation does not include moving the product from another location, software installation, administrative setup or training, however this service can be scoped by one of our trained technicians and quoted separately.  Power, cabling and site preparation must be in place prior to ordering the installation or additional charges will apply.

Computergate - Contact
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For more detailed information please do not hesitate to Contactour highly trained friendly support staff on:
1300 137 585. Or you may simply fill out the 'Quick Inquiry' form found at the top left-hand side of the page and we will have some contact you directly about your query.