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RADcare Technical Support

RADcare Global Services – Technical Support


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Service Packages
Comparison Tables
More Information

RAD and its Partners have coordinated resources in order to better support our customer worldwide. RADcare Service Packages offer four levels of tiered service plans (BasicPlus, Extended, Premium and Next Business Day), backed by trained staff in four regional support centers and covering such issues as hardware and software warranties, phone support, Next Business Day (NBD) spare parts shipment, and on-site spares inventory.

All RAD products are shipped with Initial Warranties.

Initial Warranties

Initial HW warranty ensuring repair of faulty HW units covers all RAD equipment (excluding RADview) for a period of 15 months after shipment.

Initial SW warranty includes the software versions for bug fixes, covers all RAD equipment (excluding RADview) for a period of 15 months after shipment.

Initial RADview warranty includes RADcare Technical Support coverage for a period of 90 days from completion of the final acceptance test, or for a period of one month following the addition of live traffic, whichever is earliest, but not more than six month after shipping date.

A RADcare Technical Support package should be purchased to receive support beyond the above initial period.

RADcare BasicPlus

RADcare BasicPlus includes:

  • In-depth technical support Monday through Friday local time (excluding public holidays of local support center)
  • Access to eSupport for software maintenance downloads and FAQs
  • Priority handling of all service calls with escalation management
  • Parts repaired for no additional charge in compliance with RAD’s standard HW warranty policy
  • Software update versions of software as they become available for the hardware customer have purchased that fix known limitations at the time of release
  • Software and firmware installation is not included in this service. Hardware upgrades (other than replacement of programmed parts) that may be required to support the new software revision may require additional cost

RADcare Extended

RADcare Extended Includes all RADcare BasicPlus features, as well as:

  • Dedicated call center for all priority Global Professional Services calls regarding nonfunctioning or faulty RAD products 24 hours a day/ 7 days a week.

RADcare Premium

RADcare Premium Includes all RADcare Extended features, as well as:

  • Software upgrade licenses as part of the package

This service provides customers with new versions of software as they become available for the hardware they have purchased. Performance improvements, additional functionality, technology updates, and bug fixes are supplied in order to keep the network up-to-date with changes or improvements made during the life cycle of the products.

RAD sends the customer one master set of each new major RAD licensed software revision (such revisions are normally shipped with new RAD equipment only).

The Software Upgrade service supplies continuing improvements to the functionality of our products and ensures successful operation throughout the network life cycle.

The installation of the software and firmware is not included in this service. Hardware upgrades (other than replacement of programmed parts) that may be required to support the new software revision may require additional cost

RADcare Next Business Day (NBD)

  • Replacement parts guaranteed to ship from RAD by next business day
  • RADcare NBD can be added on top of any other RADcare package (RADcare BasicPlus, RADcare Extended, RADcare Premium)

For further details and to purchase RADcare coverage for your products, please contact:
Shoval Bolotin
Head of Global Services Line of Business
shoval_b@rad.com

Hardware Packages

Package

Maintenance Releases

New Features

HW Repair

Local Business Hours Support

24 x 7 Support

NBD shipment of spare parts

BasicPlus

     

Extended

     

Premium

   

NBD

         

 

RADview Packages

Package

Maintenance Releases

New Features

Local Business Hours Support

24 x 7 Support

RV- BasicPlus

   

RV- Extended

   

RV-Premium

 


Notes:
1. End-Customer may not contact RAD directly
2. RADview RADcare prices are % of the whole RV package and licenses
3. RADcare fees are valid from shipping date and there is no price differentiation between In-warranty and out of warranty periods

Pricing Notes

  • Purchasing warranty or RADcare packages for a period longer than one year will carry a special discount. See discounts table below.

Period (years)

Discount

1

0%

2

5%

3

10%

  • In case request for renewal network of equipment which was not covered by service agreement, additional 2% Annum Charges will be charged on top of the RADcare package price.

Additional Services:

 

Catalog Item

Description

Spare Parts Delivered Next Business Day

Replacement parts are guaranteed to deliver to customer premises by next business day.
This service can be added on top of any other RADcare package (RADcare BasicPlus, RADcare Extended, RADcare Premium)
For this service consult RAD’s Global Services

RAD_ONSITE_PD

Product demonstration

RAD_ONSITE_RV

RADview installation onsite

RAD_ONSITE_TS

On-site troubleshooting/Testing

RAD_ONSITE_CO

On-site setup and commissioning

RAD_NMS_INSTALLATION_WIN SERVER

RAD_NMS_INSTALLATION_WIN SERVER
C/N – 2920160000

RAD_NMS_INSTALLATION_UNIX

Installation of RV application on single Unix server at RAD prior to shipment

REM_NMS_INSTALLATION_WIN SERVER

Remote RV installation on single Windows server

REM_NMS_INSTALLATION_PC

Remote installation of RV application on single PC station

REM_NMS_INSTALLATION_PC CLIENT

Remote installation of RV CLIENT (Up to 5 clients)

REM_NMS_INSTALLATION_UNIX

Remote installation of RV application on single Unix station

REM_PRODUCT_CONFIG_SYS

Remote product configuration – system product

REM_PRODUCT_CONFIG_CPE

Remote product configuration – CPE

RF_PLANNING_10 LINKS

Detailed RF Planning focuses on capacity, frequency, product selection & site planning

RF_PLANNING_ADDITIONAL LINK

Additional link to:
RF PLANNING_10 LINKS.

 

Note: Installation equipment such as rack mounts, cables, patch panels and power outlets is not covered under the above services

For further details and to purchase RADcare coverage for your products, please contact:
Shoval Bolotin
Head of Global Services Line of Business
shoval_b@rad.com

Follow-the-Sun Service Model

With four global locations – APAC, EMEA and the Americas – and a central monitoring staff at headquarters, the sun never sets on the RADcare service team. To ensure optimal customer satisfaction, all RADcare interactions are supervised from a central monitoring post at RAD headquarters. A rules-based system with automatic escalation to a global escalation team guarantees that every trouble ticket gets the attention it mandates, while all tickets – both regional and at headquarters – are kept in the same central CRM database for follow up and cross referencing purposes.

SLA: Response and Restore Time

Response and Restore time table refer to products/applications that were already commissioned and are in operational service status. Nevertheless, RAD shall Endeavour to make all possible efforts to meet strict SLAs for all cases opened by account.
The support services shall be provided as per the following response/restore timetables which are based on the below problem category definition:

Critical

Loss of service

Total outage related to RAD products that severely affects service, capacity/traffic and maintenance capabilities and requires immediate corrective action.

Loss of redundancy

Potential service degradation and/or potential total outage. Serious situation not involving service degradation in a live environment, but leading to a total or partial loss of redundancy.

Major

Service and performance affecting

A Network component based on RAD equipment (HW or SW) is down or partially down causing network problem or functional loss, resulting in partial limitations to operations -or- network management software product has major feature, which is dysfunctional, but has a simple workaround.

Minor

Non service or performance affecting

Minor problems, which do not significantly impair the functionality of the products and do not significantly, affect service to customers. These problems are tolerable during system use.

SLA

SLA

Priority

Response time

Restoration Time

Resolve Time
(business days)

Critical

Up to 1 hour

Up to 6 hours

Up to 20 days

Major

Up to 6 hours

Up to 48 hours

Up to 90 days

Minor

1 working day

Up to 1 week

Next SW/HW release

  • Response Time – measures from report of problem to RAD for first diagnostics and severity determination, until a case is opened and assigned to the appropriate personnel and acknowledged
  • Restoration time – measures time until service restoration by means of a work-around or temporary fix
  • Resolve Time – measures time until permanent resolution and case closure

*Note: Response and Restoration times are counted per the agreed service package.

eSupport System

This simple, user-friendly operation is comprised of a Technical Information Center (TIC) and Technical Assistance Center (TAC), which offer the following tools and services to RAD Partners who hold active RADcare accounts for their customers:

  • Software downloads
  • Frequently asked questions (FAQs)
  • Technical updates
  • Trouble-ticket entry and tracking

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