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

Silver suppport package

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.

Gold support package

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.