World-Class Customer Support

REDCOM is dedicated to providing our worldwide customer base with the highest level of support services to ensure that REDCOM equipment maintains its peak availability and performance. With products installed in more than 50 countries across six continents, REDCOM’s customer support organization provides world-class services and support, leading the telecommunications industry in customer satisfaction.

We provide comprehensive customer support services designed to meet the needs and requirements of our customers around the world. REDCOM’s customer support organization offers around the clock support services, a range of professional services, and training courses to help our global customers plan, install, deploy and maintain their REDCOM switching equipment for optimal performance.

Overview

To give our customers a full range of service options, REDCOM provides three types of on-site support: technical support, installation, and training. Wherever you are located around the world, REDCOM’s service experts are on call and will travel to support you at your operational center.

With the purchase of a REDCOM system, there are:

• NO mandatory upgrades
• NO required maintenance contracts
• Pay-as-you-use technical support

24/7 Expert Staff on Call

REDCOM switching equipment is world renowned for its exceptional reliability and is proven in the most challenging environments, requiring very little attention and service. On the rare occasion that service is required, however, our technical support staff is available 24 hours a day, seven days a week, and 365 days of the year.

REDCOM is home to some of the leading experts in the telecommunications industry. The REDCOM Technical Assistance Center is staffed with engineers and technicians that have extensive knowledge of REDCOM systems and networking in general. Our technical support experts ensure that REDCOM customers receive the excellent support they deserve.

Technical Support Help Line

REDCOM’s Technical Support Help Line has the following offerings:

• Technical Support Help Line during business hours under our Limited Warranty
• For items not covered under our Limited Warranty, or after expiration of our Limited Warranty, REDCOM offers a Technical Support Help Line on a fee basis
• REDCOM offers on-site technical assistance on a time, expense, and material basis

Warranty

REDCOM provides a standard 12-month Limited Warranty on our equipment. To help you maintain full coverage of REDCOM systems after the initial year, we also offer an additional Extended Warranty period of up to two years. This comprehensive 24-month extended warranty with world-class customer support is designed to meet your precise needs.

Easy Installation

REDCOM systems are delivered pre-programmed, and are operational within seconds of power-up. All that is required is to make the connections and the REDCOM equipment provides service. Most REDCOM systems are installed by customer personnel. In some cases, if requested, REDCOM does provide on-site assistance.

When it comes to Operations, Administration and Maintenance (OA&M), REDCOM systems are designed for ease of use. Simple, command-line administration is easily accomplished. In fact, of the thousands of REDCOM installations worldwide, not a single one has a REDCOM technician permanently on-site to maintain a system.

No Mandatory Maintenance

REDCOM systems have no mandatory maintenance schedule. If something breaks, replace it. All boards can be replaced “hot.” There is no need to power down the system, turn off programs, or disable any services. All that is required is to simply remove the suspect board and replace it with a like unit from the spares pool.

Since there is no mandatory maintenance schedule, there is no required maintenance contract. This results in thousands of dollars in savings each year to each of our customers. Rather than a mandatory maintenance contract, we offer pay-as-you-use-it technical services and repairs. Maintenance agreements can be offered upon request. Contact us to customize one for you.

Customer Testimonials

You guys ROCK!!! If you ever need a reference for potential new customers, PLEASE give me the opportunity to let them know what a fantastic company REDCOM is – top quality product and world-class, stellar customer service!
—Tim Wilhelm, Stelle Telephone Company

Thank you for the outstanding training support…successfully dealt with the 100+ degree heat to deliver the training and provide the follow-up, hands-on assistance to ensure all of the trainees became proficient in performing the upgrades. We were more than completely satisfied with the training and assistance provided.
—Steve Butt, CNS Tactical Networks, MARCORSYSCOM