TSANetYour Technology is Connected. Are you?

Frequently Asked Questions

TSANet Frequently Asked Questions

Answers to the Most Common Questions

Find answers to your questions about TSANet and multi vendor support.

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What is TSANet?

Established as a Not-For-Profit industry organization, TSANet is an ideal solution for empowering greater collaboration between technology companies on behalf of their shared customers.

TSANet provides a proven legal and operational framework to enable multi vendor collaborative support. That means your customers get the best experience with your technical support teams, products and services.

 

What types of companies join TSANet?

Any company that delivers technology solutions to consumers or enterprise customers would benefit from TSANet membership.   This includes:

  • Hardware and Software Manufacturers
  • System Integrators and Value Added Resellers
  • Service Providers

Companies from Information Technology, Telecommunications, IT Security, Cloud Solutions and Mobile Technologies are some of the segments where TSANet has members.

 

Why should I become a member?

TSANet membership allows you to use an industry-standard solution for your cooperative support agreements. Current members have experienced significant savings in both time and money using the TSANet infrastructure. As the largest multi vendor alliance in the world, TSANet is a business and technical forum for cooperative support.   Member Testimonials

 

What are TSANet “Premium and Basic community relationships,” and why are they necessary?     

Today, hundreds of the leading IT organizations use TSANet infrastructure to deliver a worldwide standard of excellence for seamless customer cooperation. We offer a broad mix of member services, which can be tailored to meet your organization’s specific requirements.

Learn more about membership options.

 

Does TSANet place calls to other companies on my behalf?

No, TSANet does not place calls for your company. We provide a legal and operational framework that allows companies to connect with each other to provide multi vendor support and collaborate on new products and technologies.

 

How do other members know if a shared customer is entitled to my support?

You create policies and procedures that are hosted on the TSANet portal, which tell other members how to prequalify customers including how to collaborate with other members and what process to follow.

 

Will my joining cause an increase in call volume?

No. With the exception of very few specialized relationships, the mutual customer is at the heart of every TSANet call placed between members. By joining TSANet, you are simply receiving a call from one of your customers via another member that your customer happened to call first. You will not be required to accept a call from a member that does not involve one of your customers.

 

What tools are available to collaborate with other TSANet members?

Member Web:  Members post a process or processes in the TSANet Member Web directing incoming calls. Each member may direct calls, typically utilizing existing support flows, however they wish.  TSANet reviews the process for compliance with the relationship, and request members update or validate their process documents every 90 days.

Case Exchange:  Case Exchange automates the multi vendor case management process by providing members a connector to collaborate with other members from within their CRM system.

Custom Groups:  Custom Groups include a MIcrosite that provides Knowledge and Training Exchange in addition to standard collaboration tools.

See the Features page for further detail.

 

Do I need to change my case logging or escalation processes when I join TSANet?

No, TSANet is designed to allow members to use their existing case logging and escalation processes that are in place as long as they support the response criteria defined by the relationship. Members can also define separate processes for special relationships and departments through the use of custom groups

 

Do I have to support all my products?

No. Members may specify which products they support with the TSANet process document they post. Members can also create different processes for separate relationships, departments, product groups or geographic regions, allowing for streamlined collaboration within their company. 

 

Who decides the future direction of TSANet?

As a not-for-profit organization, the membership directs the organization by participation in committees, voting rights and the opportunity to have a seat on the Board of Directors or participate in a Committee. Members can benefit from TSANet’s Global Events Program, which delivers opportunities to network and share knowledge and expertise with like-minded professionals from across TSANet’s global technical support community.