The RedCare Ultra maintenance plan includes all items under the previous plan with the addition of the following key items:
7 x 24 unlimited TAC, 1 hour response
The RedProtect Ultra Maintenance Plan extends TAC accessibility to twenty four (24) hours a day, seven (7) days a week, with a 1 hour response time. All requests are treated with queuing and call routing priority.
7x24 access to RMA for hardware repairs
This plan provides 7x24 access to the RMA process for hardware repairs. Turn around time for the repair is sixty (60) days.
Two seats for training per year
This plan provides two (2) seats of Redline certified support professional (RCSP) training per Certified Partner per year at Redline’s corporate headquarters. These seats are not transferable. Please refer to the training section of this guide.
Software/firmware upgrades
Under the Ultra plan, the Certified Partner is entitled to software/firmware upgrades when they become Generally Available (GA). This is in addition to updates that are included under the RedProtect Maintenance Plan.
Upgrade software will be available upon request from the Redline TAC. The Certified Partner will access the download section of the RedSource website for all available software and associated release notes. Redline grants the Certified Partner the right to duplicate software releases and software upgrades and updates to the end-users licensed to use the software for products covered under this service plan. The Certified Partner will affix to the copies all necessary copyright, proprietary, and confidential notices that appear on the original software.
Advanced replacement (for critical situations)
In situations which are deemed critical by the Certified Partner, and agreed to by Redline, the Certified Partner may request next business day shipment of advanced replacement hardware of Redline replaceable product(s). Redline will arrange next business day shipment of a Redline field replaceable unit to the designated Certified Partner site identified following completion of diagnosis of the initial issue. The failed unit, which is de-installed by the Certified Partner, shall become the property of Redline on an exchange basis and is to be returned to Redline within 30 days. Product(s) not received by Redline within 30 days will be invoiced to the Certified Partner at the then current price. Applicable shipping and repair costs will apply. A critical situation would imply that a total service outage has occurred, that no work around is possible and that the partner has taken all reasonable steps to ensure that local spares would normally be available.
Network Audit
Redline will perform an audit of the wireless access network (RedMAX) on a quarterly basis to ensure all Redline equipment is operating in an optimized manner. This audit will require remote access to the network. Upon completion of the audit, a report will be generated which will summarize the health of the network, on a sector by sector basis.
