Network Maintenance Questions

  1. What difference is there between Arch and OEM maintenance?
  2. How do I know I’ll get a quality service compared to the OEM?
  3. How are software updates managed and do I get them?
  4. Which manufacturers do you support?

Competitor Questions

  1. How can you offer a service comparable to the OEM at less?
  2. What makes you different from the cheap 3rd party providers?
  3. What if I don’t like the service I receive, how do I cancel?
  4. Where are your call centers and engineers located?

Network Maintenance Questions

1. What difference is there between Arch and OEM maintenance?

Arch prides itself on boasting the the only major difference between Arch and OEM maintenance is the phone number that you call. By utilizing OEM certified engineers, authentic OEM replacements, and all software support provided directly by the OEM. We are confident that we have the most complete solution on the market.

2. How do I know I’ll get a quality service compared to the OEM?

Quality of service is paramount at Arch. We are so confident in our services that we guarantee on paper that compared to the OEM we provide twice as fast response times, 100% case completion, 40% cost savings, or 150% money back. Truly putting our money where our mouth is.

3. How are software updates managed and do I get them?

Software updates must be provided by the Intellectual Property owner, in this case that’s the OEM. Arch TAC works through authorized channels directly with the OEM’s for available software updates and those updates are dispatched directly to the end-user via the OEM. Please note: You must have a valid license from the owner to use any licensed Intellectual Property.

4. Which manufacturers do you support?

Arch is a strong believer of working within our strengths and not deviating from those without substantial reason. Currently Arch provides support on the full line of Cisco™, Juniper™, F5™ and Brocade™/Foundry™ networking, VoIP, and security devices.

Competitor Questions

1. How can you offer a service comparable to the OEM at less?

It is a well known fact that the costs of manufacturing quality products is expensive. OEM’s utilize high cost and high profit margin Maintenance Services as profit centers for increased cash at minimal expense. Arch is not a manufacturing concern therefore does not need to push high cost and high profit services onto the end user.

2. What makes you different from the cheap 3rd party providers?

Unlike many competitors that have setup shop as a second, third, or forth revenue stream with the intention of “cashing in”, Arch is a service company. Our facilities, staff, technologies, and depots are all designed to support maintenance needs. The best way to think of this is that we do this full time, not part time.

3. What if I don’t like the service I receive, how do I cancel?

If you are unhappy with the services you have received for any reason any and all contracts can be canceled with a 30 day notice. The customer will then be refunded in a pro-rated manner the remaining cost of the contract.

4. Where are your call centers and engineers located?

The entirety of our services, including our call center, engineers, and logistics are provided from within the country that the supported equipment is located in. For US customers, 100% of your service is delivered by United States based call center agents, engineers, and management.