Warranty Repair Support
The Standard Radisys Warranty Agreement provides for repair of defective hardware. The average repair time is 15 business days. To facilitate warranty repairs, we will provide limited assistance in identifying defects that qualify for warranty service. The Technical Call Center will receive and respond to all requests for warranty repair within 4 business hours.
Warranty Repair Support includes the following features:
- Hardware Warranty Repair
- Assistance in identifying hardware defects
Standard Technical Support
Standard Technical Support adds the following features:
- Hardware and software product issue support
- Technical Call Center
Premium Technical Support
For those customers who need a higher degree of support, Premium Technical Support adds these features:
- Technical Support Account Manager
- Faster issue response times
- Automatic Issue escalation
- Product update notifications
- Customer defined performance reports
With Premium Technical Support, a Technical Support Account Manager will be assigned to you with responsibility for overall performance to your expectations as a single point of contact. The Technical Support Account Manager will insure root cause/corrective action of technical issues based on criticality, escalating through the technical support levels, and maintaining responsibility until closure to customer expectations. This service also includes product update notifications, and delivery of customer defined weekly, monthly or quarterly performance reports, as requested by the customer.
Additional Options
When purchasing one of the above 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 these additional services may be helpful in your situation. Please note that a Radisys Support Agreement is a prerequisite for each of these additional services.
