With products installed in more than 50 countries across six continents, REDCOM’s customer engineering & support organization provides world-class professional services and technical support, leading the telecommunications industry in customer satisfaction.
We maintain an extensive knowledge center, software release download site, user documentation, and access to actual people – no IVR-circles or foreign call centers leading to frustration and wasted time. All of our service and support is based right here at our corporate headquarters in Victor, NY. When you call REDCOM’s customer service, you get to speak directly with Tier 2 Customer Engineering & Support engineers.
The REDCOM Customer Service Team is always here to help.
8:15am - 5:00pm Tech Support Help Line Eastern Standard Time (EST)
REDCOM switching equipment is world renowned for its exceptional reliability even in the most challenging environments, requiring very little attention and service. On the rare occasion that service is required, our tech support staff is available 24 hours a day, seven days a week, 365 days of the year.
Tech Support Options
REDCOM offers a Technical Support Help Line during business hours under our Limited Warranty Program, Software Maintenance & Support Program, or Sigma® Support Plan. For items not covered under one of these plans, or after these plans expire, REDCOM offers a Technical Support Help Line on a fee basis. REDCOM also offers on-site technical assistance on a time, expense, and material basis.
Tech Support Time Targets
When you call REDCOM for support, you will be connected directly with our Tier 2 support engineers and specialists. 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.
Emergency Replacement Service
REDCOM provides emergency replacement service during normal business hours (8:15 a.m. to 5:00 p.m. EST) Monday – Friday. All services will be provided as outlined in the individual repair and return statements. The number to call for emergency service outside normal business hours is: +1.585.262.3659.
REDCOM provides a standard 12-month Limited Warranty on our equipment. We also offer an 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.
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!
The REDCOM Advantage
Easy installation and setup
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 or telephone assistance.
When it comes to Operations, Administration and Maintenance (OA&M), REDCOM systems are designed to be easy to use while remaining incredibly flexible.
No mandatory maintenance fees
REDCOM is very unique in the industry because we do not lock our customers into mandatory hardware maintenance contracts. Many customers simply opt to pay for technical services or repairs on an as-needed basis.
For customers that prefer a simple and predictable annual budget for software upgrades and technical support, we do offer an optional Maintenance & Support Program. Please contact us for more details.
Repairs made easy
REDCOM systems are incredibly reliable, but in the event of a hardware issue, we make troubleshooting and repair very easy. If something breaks, just 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.
No such thing as "End of Support"
Some of our equipment is still going strong after multiple decades of service in some of the harshest and most unforgiving climates in the world. Those customers can still get help from REDCOM because we still support every product we’ve ever sold. We know this is almost unheard of in this industry, but we believe it’s the right thing to do.