REDCARE WARRANTY AND SUPPORT OVERVIEW

Transcription

1 REDCARE WARRANTY AND SUPPORT OVERVIEW POWERFUL. VERSATILE. RELIABLE. December 2013

2 CONTENTS Overview... 3 Standard Warranty... 4 Extended Warranty... 4 Comprehensive Warranty... 4 Out-of-Warranty Repair... 4 Return Material Authorization for Replacement of Defective Units... 4 RMA Hotline Access... 5 Support Services... 5 Product Support plan... 5 Regional Support Plan... 5 Software Updates and Upgrades /7 Access to TAC for Critical or Major Issues /5 Access to TAC for Minor or Informational Issues... 6 RMA Advanced Replacement... 7 Telephone and Online Ticketing... 7 Two RCSP certification training seats... 7 Simplified Plan Administration... 7 Management VPN to TAC Option % discount on Redline professional services... 7 Ticket Administration... 8 Ticket Severity... 8 Ticket Severity... 8 Definition... 8 When... 8 Treatment... 8 Redline Response... 8 Ticket Priority of 9

3 OVERVIEW This document provides an overview of the warranty and support plan services offered by Redline. These services are designed to ensure service continuity for the Redline solutions. A summary of the warranty and support services is shown below: Warranty Support Standard Comprehensive Product Regional Software Updates Software Upgrades On-Line Support Portal RMA for replacement of defective units Environmental damage coverage Advanced Replacement RMA Option for Critical support tickets* Direct to Redline RMA Service Emergency Issue Support - Unlimited access to TAC with less than 1 hour response time. 7 days/ week x24 hours/ day. (Critical or Major severity) Non-Emergency Support Access to TAC with less than 4 working hours (5AM to 8PM EST Monday to Friday) response. (Minor or Informational Severity Issues) Telephone and Online Ticketing with preferential queuing Two (2) RCSP certification training seats at Redline Headquarters (minimum one-time contract value applies; see price list for details) 10% discount on Redline Professional Services Simplified Plan Administration Management VPN to TAC Option * Available when combined with Warranty or Extended Warranty 3 of 9

4 WARRANTY Through its Certified Partners, Redline offers a comprehensive warranty program that protects the customer s investment by offering a choice of Warranty Plans. (Standard) Warranty Extended Warranty Comprehensive Warranty Out of Warranty (OOW) Standard Warranty All Redline products come with Standard Warranty, which provides coverage for a period of 12 months following initial purchase and shipment to the Customer. Redline products are warranted to be free from defect in material and workmanship under normal use and service. This express warranty is extended to the original Buyer for commercial, industrial or governmental use. Extended Warranty Redline offers extension of standard warranty up to a period of five years. A customer may purchase an extension of warranty at the time of product purchase or at any subsequent date provided the product warranty or extended warranty is in effect. Comprehensive Warranty Comprehensive Warranty is offered for RDL-3000 Fixed Wireless Products. A RMA returned product that has Comprehensive Warranty will not be subject to user induced charges that would ordinarily occur from damage caused by lightening, power surge, or water ingress. Redline offers Comprehensive Warranty in one year increments up to a maximum period of five years. A customer may procure comprehensive warranty at the time of product purchase or at any subsequent date provided standard or extended warranty is in effect. Out-of-Warranty Repair Out-of-warranty repair service is a per-use service that provides repair or replacement of defective product that are not covered under the Standard or Extended Warranty plan. Out-of-warranty repair provides a 90 day warranty for the repaired or replaced product. The repair will be completed within 60 days from the time both a PO is received and the unit is received by Redline s RMA coordinator. Return Material Authorization for Replacement of Defective Units The Return Material Authorization (RMA) process is used to replace non-functioning products that have either failed standardized bench testing or where the Redline TAC have recommended RMA as part of a trouble ticket investigation. 4 of 9

5 The RMA process involves a Redline Partner or Customer requesting a Return Material Authorization (RMA) case number via telephone or web portal. Bench Test Results and/or Redline TAC recommendation to RMA is required. Redline RMA will provide a case number, authorization code, and shipping instruction. On receipt of the shipping instructions the suspected unit(s) shall be sent to Redline. Once received, Redline makes a determination regarding whether or not the unit can be repaired. If the unit cannot be repaired, Redline will ship a replacement in place of the returned unit. RMA Hotline Access Customers who are unable to use the Redline Partner Site Web Portal may contact the Redline TAC team during normal support hours. SUPPORT SERVICES Redline s Support Services program offers level 2 and 3 support services to its Certified Partners and customers. Level 1 service and all on site investigation is assumed to be provided by the Redline Certified Partner or customer. Redline offers a choice of two Support Plan versions: Product Support Plan Regional Support Plan Product Support plan The product based support plan is purchased for each individual unit and registered using the unit s serial number. A support request to the Redline TAC requires the disclosure of the product serial number or MAC address The support plan includes the following: Software Updates and Upgrades 24/7 Access to TAC for Critical or Major Issues 15/5 Access to TAC for Minor of Informational Issues RMA Advanced Replacement On-Line Portal for software, documentation & incident reporting 10% discount on Redline professional services Regional Support Plan The regional based support plan is purchased for a project and is defined by the product model and project (or customer) name. A support request may be made by on-line web portal or by telephone to the Redline TAC. 5 of 9

6 The regional support plan includes the following: Software Updates and Upgrades 24/7 Access to TAC for Critical or Major Issues 15/5 Access to TAC for Minor of Informational Issues RMA Advanced Replacement Telephone and Online Ticketing Two RCSP certification training seats Simplified Plan Administration 10% discount on Redline professional services Management VPN to TAC Option Software Updates and Upgrades When they become Generally Available (GA), Software Updates and Upgrades are provided under a support plan. A Software Update refers to a release which includes enhancements, modifications, patches, fixes, alterations, improvements, and corrections to the software. A Software Upgrade refers to a software release which includes new feature content and enhancements that materially improve functionality or performance of the software. 24/7 Access to TAC for Critical or Major Issues The support plan provides 7 day x 24 hour access to the Redline Technical Assistance Centre (TAC) for issues with a severity level of Critical or Major. The TAC support activities involve providing technical advice to resolve a problem, reproducing the problem in a lab test setup, identifying errors or misinterpretations in product specifications, and working toward finding a workaround solution. All critical or major tickets will be acknowledged by Redline TAC within one hour. 15/5 Access to TAC for Minor or Informational Issues The TAC can be accessed from 5AM to 8PM EST, Monday to Friday for issues with a severity level of Minor or Informational. The TAC support activities are similar to those described above. All such tickets will be acknowledged by Redline TAC within four regular business hours. RMA Advanced Replacement For customers that have both warranty coverage and Support Services, the partner may request RMA Advanced Replacement Service. This service minimizes outage time by enabling the customer to install a proven replacement without the need to wait for the defective unit to be repaired and shipped. 6 of 9

7 Telephone and Online Ticketing Redline features telephone or on-line ticketing service to help initiate a ticket for any problem that may be encountered in the field. Opening tickets via the on-line portal service provides preferential queuing for a quicker response time. Two RCSP certification training seats The support plan provides two (2) seats of Redline certified support professional (RCSP) training at Redline s corporate headquarters. These seats are not transferable and are contingent upon a minimum one-time support plan order as defined in the service price list. Simplified Plan Administration For larger installations a regional plan is easier to administer that the serial number based product support plan. The Regional support plan is a term agreement which covers specified Redline products for a project. The project is known by a uniquely identified name derived from the Customer name and region of operation. Additional purchases of spares or minor upgrades during the term of the agreement are automatically covered by the regional support plan. Management VPN to TAC Option The regional support plan allows for greater understanding and cooperation between the Redline TAC and the customer network. Redline offers the option of the TAC terminating a VPN Client so that TAC personnel may work directly with the customer during troubleshooting or analysis by remote connectivity. This allows for swift identification of problems and collaboration between levels 1, 2, and 3 service personnel. The customer has control of the security and availability of the management network because the customer hosts the VPN server and controls the passwords. 10% discount on Redline professional services Redline offers a wide selection of professional services such as: Program Management Wireless Planning Network Architecture Deployment Support On-site Engineering Service On-Site Resident Engineering Wireless Network Performance Audit RMS Professional Services RedLabs Integration Testing Services 7 of 9

8 NOC Network Monitoring and Reporting The support plan provides a 10% discount on these services. TICKET ADMINISTRATION Ticket Severity The severity of a ticket is determined during ticket initiation according to the following: Ticket Severity Definition When Treatment Redline Response Critical Major System* outage causing total loss of service to customers. The system is severely impacted but degraded service is available. 24/7 Emergency 1 hour 24/7 Emergency 1 hour Minor An error condition exists, but is not affecting the availability of service. 5AM - 8PM EST, Mon - Fri Non- Emergency 4 hours Informational General questions, requests for information, suggestions for enhancements, documentation errors, etc. 5AM - 8PM EST, Mon - Fri Non- Emergency 4 hours *System here means Redline radio network or RMS. Installation phase incidents or issues without end customer impact are limited to maximum Minor severity Ticket Priority Redline believes that consistency in applying severity definitions across the customer base is the most effective way to assign resources to resolve the most pressing needs. However, Redline appreciates that partners/ customers may have preferences on which issues need most attention; therefore, partners have the option to select a priority level for each ticket. Ticket priority, set by partners, will have the following range: Priority P1 Highest priority Priority P2 Second to Highest priority Priority P3 Second to Lowest priority Priority P4 Lowest priority 8 of 9

9 Redline will provide the Partner with a case (ticket) number for each new problem reported into the TAC via the phone or online ticketing system. Opening Tickets Redline will meet the above-mentioned response commitments for tickets opened either of two ways: By placing a telephone call to Redline s TAC at or By entering a ticket request via our online RedCare ticketing service located at redlinecommunications.com/docs.php?id=412 ABOUT REDLINE COMMUNICATIONS Redline Communications is the creator of powerful wide-area wireless networks for the world s most challenging applications and locations. Used by oil and gas companies, militaries, municipalities and telecom service providers, Redline s powerful and versatile networks securely and reliably deliver voice, data, M2M and video communications for mission-critical applications. 302 Town Centre Blvd. Toronto, ON L3R 0E8 Canada w rdlcom.com t e info@rdlcom.com tf BR RWSO 2015 Redline Communications Inc. All rights reserved. 9 of 9