Radianse currently offers several service contracts. The standard contract includes: phone/email support during normal business hours (8am to 5pm, Monday through Friday), routine software updates, remote monitoring, and the assignment of a site specific Radianse Support Engineer who remains the principal contact for the customer in all matters relating to support/maintenance/training.
Radianse also offers escalated customizable support plans to meet the specific customer needs, which may include some or all of the following: Technical Alerts, Product Updates, Product Migration Plans, 7x24x365 support coverage, as well as plans for pro-active services such as battery replacement, and system customization. Radianse will work with the customer to design their specific support package based on the specifics needs and/or intricacy of the installation.
For general questions/concerns, Radianse Support maintains a Technical Assistance Call Center (TACC) which is available via telephone and/or email during normal business hours (8am to 5pm, Monday through Friday).
Radianse Standard Support SLA
*Appropriate allocation of customer resources to aid in the support and accurate ticket information are assumed
**Standard Support only available through Web Desk Ticket System for Standard Users Monday through Friday, 8am to 5pm EST