Frequent Ask Questions
What is the ACS-PAN-SVC-BKLN-ESM-3YR service?
The ACS-PAN-SVC-BKLN-ESM-3YR is a premium support service provided by Arrow for Palo Alto\'s Endpoint Security Manager. It offers Backline support for a duration of three years.
What does "Backline Support" mean?
Backline Support refers to an advanced level of technical support that handles more complex issues that require technical expertise and deep troubleshooting. It includes escalation support typically beyond the capability of frontline support teams.
Who is eligible for this service?
This service is available to customers using Palo Alto\'s Endpoint Security Manager who have procured support through Arrow as a partner.
How long is the ACS-PAN-SVC-BKLN-ESM-3YR service valid?
The ACS-PAN-SVC-BKLN-ESM-3YR service is valid for a period of three years from the date of activation.
What kind of issues can I raise with backline support?
Backline support can assist with a range of issues, including advanced troubleshooting, configuration complexities, performance tuning, and any technical problems that require in-depth knowledge of the product.
How can I access this support service?
To access this support service, you will typically need to contact Arrow’s support team with your service details. They can then escalate your case to the Backline Support team as needed.
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Enjoy Peace of Mind with Our 12-Month Warranty and Hassle-Free Returns
Warranty Benefits You Can Count On:
When you purchase from us, rest assured that your items (excluding software) are protected under a robust 12-month warranty. Should your goods cease to function as promised within this period due to no fault of your own, we'll make it right by either repairing or replacing them. Our commitment ensures you might receive a refurbished or equivalent replacement, always meeting or exceeding the original specifications.
Our Promise of Quality:
While we stand behind the excellent quality and performance of our goods, please note that our warranty primarily covers operational defects. We aim for transparency and fairness in our warranty provisions, without making broader claims about the general durability or suitability for unintended purposes.
Comprehensive Protection:
Even under rigorous legal frameworks like the Competition and Consumer Act 2010, our warranty remains robust. We limit our liability for any breaches, ensuring that remedies might include replacement, repair, or appropriate compensation, whether you've bought products or services.
Flexible Returns for Your Convenience:
Changed your mind? No problem! Returns are easy with our consent—just be mindful of a 15% handling and restocking fee. Remember, all transportation costs are covered by you, ensuring a smooth and transparent process. Unauthorised returns aren't eligible for credit but rest easy knowing we will handle your items responsibly, even using them as security until any outstanding payments are settled.
Trust and Satisfaction:
Each clause of our warranty and return policies is designed to protect your interests while ensuring the highest standards of service and reliability from us. Shop with confidence knowing that we're committed to your satisfaction and peace of mind.
Delivery Information
At our company, we’re committed to making your delivery experience as smooth and hassle-free as possible. Here’s how we ensure your satisfaction:
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We’ll deliver your order right to your premises. For your convenience, all transportation and freight charges are clearly outlined and payable within our easy payment terms.
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We strive to deliver your products promptly. While we aim to provide accurate delivery dates, we ask for your understanding that these dates are estimates. Rest assured, if no specific date is given, we’ll get your order to you as soon as we can.
Peace of Mind During Transit:
We take every precaution to ensure your goods arrive safely. In the rare event that something goes wrong during transit, please note that the carrier acts on your behalf, even if we arranged the delivery.
Quick Resolution for Delivery Issues:
If there’s an issue with your delivery, such as missing items, simply notify us in writing within 7 days. We’re here to help and will address any concerns promptly. After this period, we’ll consider the delivery accepted and complete.
Handling Unforeseen Delays:
Life happens, and sometimes unexpected events like strikes, machinery failures, or other external factors can delay your order. If such situations arise, we’ll work with you to either cancel the order with your consent or complete the delivery as soon as possible.
We’re dedicated to providing you with excellent service and timely deliveries. If you have any questions or need assistance, our friendly team is always here to help!
