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Randtronics Support Packages

Randtronics support overview

At Randtronics, our dedicated engineers are trained to provide timely and accurate support services to resolve any technical issues, and ensure you are running back on track as soon as possible. Randtronics support options include support provided under a maintenance agreement (Silver or Gold) or ad-hoc with fee charged as consumed on time and materials basis.
Randtronics web support centre

The Randtronics Web Support Centre allows customers holding current support agreements to log and track service request issues. 

This provides our customers with an easy, straightforward way to alert our engineers of any product issues to ensure they are resolved as quickly as possible and do not impact on daily business operations.

Datasheet- Randtronics Maintenance Support Plans

Packages in detail

9×5 telephone support — Our technical support engineers are highly trained and experienced in a broad range of computing environments and applications. Silver customers have our support 8 hours per day, 5 days per week: 9:00 AM through 5:00 PM Australian Eastern Time, Monday-Friday Business Days only. We prefer you to open Service Requests via the Randtronics Web Support Centre “RWSC.”

Special software support including free software upgrades — Silver Support customers receive free maintenance patches and version-level (dot release) software upgrades during the term of their support contract.  As a bonus, we offer Silver customers discount pricing on new releases.

24×7 Web-based support — Silver customers may request support via our Web Support Centre, 24 hours per day, 7 days per week. Response times are limited to 9:00 AM through 5:00 PM Australian Eastern Time, Monday-Friday. A Web Account is required and will be supplied upon Support purchase.

24×7 telephone support — High priority service and fast response times characterize Gold Support. Gold customers may contact Customer Support 24 hours per day, 7 days per week. We prefer you to open Service Requests via the Randtronics Web Support Centre “RWSC.”

Special software support including free software upgrades — Gold Support customers receive free maintenance patches, version-level (dot release) software upgrades, and new software releases during the term of their support contract.

24×7 Web-based support — Gold customers may request support via our Web Support Centre, 24 hours per day, 7 days per week. A Web Account is required and will be supplied upon Support purchase.

Packages at a glance

SILVER

Support package
  • 9-5 telephone support-
  • 10 days replacement of hardware
  • Special software support including free software upgrades
  • 24x7 Web-based support

GOLD

Support package
  • 24×7 telephone support
  • 5 days replacement of hardware
  • Special software support including free software upgrades
  • 24×7 Web-based support
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Our Customers

Letter from the CEO

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Thank you for visiting the Randtronics website.

We make enterprise encryption easy.

Smart businesses already know that only encryption can reduce the attack surface and stop the hackers from stealing their sensitive data. A company that only uses encryption is more secure than a company with all other cyber security measures. Privacy standards such as PCI DSS, HIPAA, and GDPR are all mandating in law the protection of the citizen’s personal data. Fines for breaches are huge. You won’t get fined if your firewall is hacked. You won’t get fined if you suffer a virus or ransomware attack. You WILL get fined if you lose ANY personal data pertaining to ANY citizen. The lowest common denominator is the DATA. Data that is “Encrypted” is out of the scope of the Law.

Whilst all understand the need to protect sensitive data holistically (such as NIST Cyber Security Framework or 12 prescriptive PCI DSS guidelines) their cyber security priorities are misguided to say easy aspects and not addressing “what happens” when these fail? Encryption of data is the only direct protection measure that renders data unreadable compared to upgrading firewalls or virus and malware, IPS, log monitoring, etc. I am saying you need all methods but unless you have implemented enterprise grade encryption you are still unprotected like driving a car without “seatbelts”. “Enterprise grade encryption” as a cyber measure is the “seat belt” that saves lives in car accidents. Industry experts predict a relentless continuation of data breaches this year and penetration testing have proven perimeter defense is easily penetrable.

Randtronics has taken the challenge to make encryption easy and is innovating in many areas. We have already reduced deployment effort to days, use familiar standard components so that less skilled people can deploy and maintain systems.
I welcome discussions via email or phone as through your feedback we will be challenged to continue to innovate to the point where businesses and users do not need to be intimidated when using encryption as the worlds most powerful tool to protect their sensitive data.

Experts predict data breaches will continue at relentless pace, let Randtronics secure your business with “Enterprise grade ubiquitous encryption technology”. Time is of the essence. Why not be pro-active? I invite you to let Randtronics and its global distributors and resellers assess and assist your business directly.

Yours sincerely,
Bob K Adhar, BE, MBA, CISSP
Founder and CEO