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 specialists.

Support options include:

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

REDCOM Customer Service Team

The REDCOM Customer Service Team is always here to help.

8:15am - 5:00pm Tech Support Help Line Eastern Standard Time (EST)

Call: +1.585.924.6500
Email: service@redcom.com

Emergency Service
After hours | Weekends | Holidays
+1.585.262.3659

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.

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.

Warranty

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!

Tim Wilhelm - Stelle Telephone Company

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 hardware platforms are free from mandatory maintenance fees or forced upgrades. 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.