Redline offers, through its RedCare Protection Services program, level 2 and 3 services to its Certified Partners. Level 1 service is assumed to be provided by the Certified Partner to its customers. The protection plans are purchased and registered against each product or unit by serial number. Support services supplied to units not registered under a protection plan will be billed at the current on-request rate.
Service Protection Plans
Description
RedProtect Maintenance
RedProtect UltraMaintenance
Software/Firmware Updates
YES
YES
Unlimited 5x8 access to Technical Assistance Centre
(TAC) with less than 4 working hours response
time during normal working hours
YES
YES
Online Ticketing Preferred Queuing
YES
YES
Unlimited 7x24 access to TAC with less than 1 hour response
time with advanced queuing and call routing
NO
YES
7x24 access to RMA process, 60 day turn-around for repairs
NO
YES
Software/Firmware Upgrades
NO
YES
Advanced Replacement Next business Day for Critical Situations
NO
YES
Network Audit
NO
YES
In addition to the service protection plans described above, Redline offers protection for the RMS management suite and individual support services (see Table 2) that can be provided on request for a fee specified in the RedCare price sheet. The protection plan also covers 3rd party subscriber units, provided they have been certified by Redline for full functionality with Redline sector controllers. Contact Redline Customer Advocacy for more information.
On-Request Support Services
Description
Advanced Replacement Next Business Day
7X24 Access to Redline Technical Assistance Centre (TAC
