Free Software upgrades
Get at least one major software release per year and fast access to security patches and bug fixes.
Unlimited technical support
Our team of tech support engineers are always
available to answer your questions and quickly
resolve issues with your REDCOM products.
Free product training
Master REDCOM products with a free
comprehensive training seminar.
Reliable and Consistent
Predictable pricing every year, with our
commitment that your rate will never increase.
The REDCOM Software Maintenance & Support Program protects your investment in the REDCOM HDX and SLICE® platforms with free software upgrades and access to the latest features, functions, and technology. The program also includes unlimited technical support and free product training.
REDCOM created this optional program based on demand from our customers. While the existing pay-as-you-go support model from REDCOM is still available, we strongly believe the new REDCOM Software Maintenance & Support Program will be preferable to customers that require a simple and predictable annual budget for software upgrades and technical support.
Is this type of plan right for your organization? Follow the flow chart below to find out.
Is the REDCOM Software Maintenance & Support Program mandatory?
No. We created this program to deliver customers peace of mind and predictability when budgeting for support and software updates. Customers that do not enroll in this program can continue to use pay-as you-go support and paid software upgrades.
What is the duration of the program?
The program runs on an annual basis. As long as you renew your REDCOM Software Maintenance & Support Program every year, you have our commitment that pricing will not increase beyond the initial rate for as long as you own your REDCOM products.
When can I enroll in the program?
Customers can enroll in the REDCOM Software Maintenance & Support Program at any time. REDCOM will require verification of ownership of serialized hardware at the time of enrollment.
How does tech support work?
Customers can request support by contacting our Customer Service team by calling 585-924-6500 or by emailing firstname.lastname@example.org. You will be interacting directly with our Tier II support engineers and specialists — no IVR circles or foreign call centers. REDCOM will use commercially reasonable efforts in the performance of technical support. Our time targets for responding to requests for support are one hour for service-affecting issues and one business day for all other issues.
Is tech support really unlimited?
Yes, but it is expected that your technicians will be properly trained on REDCOM equipment before engaging with our tech support team. Services under this plan do not include the support of hardware or software not purchased from REDCOM, network issues, or issues with other vendors’ products. Other terms and conditions apply. Contact
REDCOM for complete details.
How does the free training work?
Each purchase of the REDCOM Software Maintenance & Support Program includes access for one individual to a comprehensive training session held on-site at REDCOM’s headquarters. We offer sessions twice a year, in the spring and the fall. This benefit can be used annually. Please contact REDCOM for further details and specific dates for training sessions.
Reach out to us for more information or to set up your maintenance plan.