Maintenance Services
As a customer or partner of Radio IP Software, you are eligible under your warranty for maintenance services (after which you must keep an active maintenance contract to continue receiving these services).
Radio IP Software makes available all the resources to ensure that our Mobile VPN products function optimally, such as:
- Service Packs
- Software Patches
- Documentation
- Remote Technical Support Services
Remote Technical Support Services
If you have an active maintenance contract for a currently supported release of Radio IP Software licensed software, you are eligible to receive technical support. Our knowledgeable and experienced support staff can resolve issues on the spot. We offer you two convenient types of support:
- Standard Technical Support
- Emergency Technical Support
Standard Technical Support (Non-emergency)
Standard technical support consists of the ability to request support via email or telephone during regular business hours, not including statutory holidays.
Email:
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Telephone: +1 514-890-1511 or 877-890-1511 (Press #2)
Hours: 9:00 am to 5:00 pm EST
Emergency Technical Support
Our technical support operates 24 hours a day, 365 days a year for emergency calls because we understand that our mission-critical customers such as those in Public Safety do not operate 9 to 5, and their access to support should not be limited as such.
Emergency support is available for P1 or P2 priority levels, as defined below. Emergency requests must be made by telephone only.
Telephone: +1 (514) 890-1511 or (877) 890-1511 (Press #1)
Hours: 24/7 for P1 or P2 priority levels
Priority of Support Requests
Radio IP Software’s technical support personnel prioritize support requests according to the following criteria:
P1: Problem results in a total loss of service. Operation cannot continue. Problem has one or more of the following characteristics:
- Loss of service
- System hangs indefinitely
- Blue screen is generated repeatedly after rebooting
- Server unable to connect to radio base station
P2: Problem results in a loss of service, but operation can continue. A workaround is available.
P3: Problem results in a minor loss of service, impact is an inconvenience, but operation can continue.
P4: Problem is a minor error or incorrect behavior, does not result in a loss of service.
P5: Enhancement requests.
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