Additional Technical Support Services

When purchasing any of the RadiSys Service Plans, there are a number of optional services offered by RadiSys. These services are designed to extend the reach of RadiSys Technical Support to meet specific customer needs. Please consider how the following services may be helpful in your situation. Please note that a RadiSys Support Agreement is a prerequisite for each of these additional services.

Advanced Replacement

Advanced Replacement provides for shipment of replacement material within 24 hours of request and in advance of the return of the defective material for repair. As a result the customer experiences several benefits. First, your field support inventory requirements are reduced. Second, your costs for controlling revision levels are lower.

Extended Hardware Warranty

Initially, your RadiSys hardware is covered under a warranty and your RadiSys Support Agreement provides you benefits over and above standard warranty service. Once the warranty period expires, you will want to continue the same level of repair service you have been used to. RadiSys can quote an extended warranty for your hardware any time before the current warranty expires.

Flat Rate Repair

An alternative to an extended hardware warranty is flat rate repair. Initially, customers choosing this repair method pay an initial fee to purchase the flat rate repair service. Then, for each repair incident, there is a fixed repair charge, regardless of the complexity of the repair.

FRU Sales

For selected products, RadiSys identifies which components can be offered for FRU Sales. Once these FRUs are determined, they with be assigned product codes and standard pricing.
For certain products, RadiSys may provide the option for customers to order subsystem components where applicable. These are generally limited to order codes that are on the published price list such as motherboards, blades, power supplies, fan trays, and other major functional elements. A list of purchasable FRUs will be provided as part of the support agreement.

Logistical Services

RadiSys can provide logistical services to its customers. One such service is a spares depot service. With this service, RadiSys can stock and manage customer owned inventory, either at RadiSys, or at strategically located sites globally. With the proper logistics plan, RadiSys can provide less than 24 hour delivery of spares to virtually any location in the world through our partner network. This service can ensure your customers have the best response time for critical needs.

On Site Service

On site service, as well as technical support, is usually provided by our customers or their designated representatives. However, there are times when difficult issues arise which warrant a RadiSys representative on site. RadiSys can support your front line service organization. RadiSys on site customer support is an optional service that may be quoted based on the global distribution of the product, along with the definition of required response and completion commitments.

Customer Application Support

Under certain circumstances it may be beneficial for you to have RadiSys engineers support your application, including hardware and software. This involves setting up your exact configuration in a secure area at RadiSys and training RadiSys engineers to the level required to be able to reproduce and troubleshoot issues that arise, whether they be RadiSys problems or problems in your hardware or software.

Dedicated or On Site Support Engineer

Should the customer find it necessary, RadiSys can provide one or more RadiSys engineers dedicated to the customer’s support. The personnel involved may remain at RadiSys or may be assigned to be on site at the customer’s location. The timeframe for such assignments and the specific skill set assigned can be tailored to the customer’s needs.