Upload
bracha
View
27
Download
0
Tags:
Embed Size (px)
DESCRIPTION
Patrick Attias Senior Training Manager [email protected]. What is RADcare ? . RADcare is the brand name of RAD’s services to our Partners and end-users It includes Pre-sales Support Technical Support Project Management Training. RADcare Pre-sales consulting. - PowerPoint PPT Presentation
Citation preview
RADcare for EU Tech Seminar Slide 1
Patrick AttiasSenior Training [email protected]
RADcare for EU Tech Seminar Slide 2
What is RADcare?
• RADcare is the brand name of RAD’s services to our Partners and end-users
• It includes– Pre-sales Support– Technical Support– Project Management– Training
RADcare for EU Tech Seminar Slide 3
RADcare for EU Tech Seminar Slide 4
RADcare Pre-sales consulting
• Review and assistance with design and pre-sales tests• Proof of Concept• Tenders• Only via channel partners
RADcare for EU Tech Seminar Slide 5
RADcare for EU Tech Seminar Slide 6
RADcare Technical Support
• Case handling and escalation procedures• On-site spares• Replacement parts/products• Access to eSupport system• Software downloads
RADcare for EU Tech Seminar Slide 7
Why Service Programs are so Important?
Usage of service and SLA coverage ensure our customers satisfaction
RADcare packages are offered on a modular basis, enabling carriers/operators to choose the right service package for their needs
Typically RADcare is bundled within the partner’s proposal and used to backup the partner’s SLA and service commitments
RADcare is essential for carriers and operators to ensure maximum network availability
1
2
3
4
RADcare for EU Tech Seminar Slide 8
Basic Services vs. RADcare Services
Service Feature Basic Services (Included for 15 months from shipping date)
RADcare Services (per selected package)
Helpdesk system – eSupport WEB portal
SW Warranty – SW maintenance and update versions
HW warranty (Repair & Return)
Phone support during Local business hours
Limited to Information requests and basic product/NMS operation verification. Configuration assistance and troubleshooting are not included under Basic service.
Priority Access to our Regional and HQ support centers Monday to Friday – Local Time
Emergency call center – 24/7
Strict SLA measures
NBD Shipment of spare parts from RAD warehouse
Onsite spares (RAD-OWNED)
Note: In-depth Technical support require the purchase of at least RADcare-BasicPlus service package (from shipping date)
RADcare for EU Tech Seminar Slide 9
RADcare Annual Packages
Service Package
Software Warranty
Hardware Warranty
eSupport Portal
Enhanced Phone support (Local Business Hours)
24 x 7 Phone Support
NBD shipment of spares
On-Site Spares (RAD-Owned)
Products
RADcare BasicPlus RADcare Extended RADcare Advanced RADcare Premium
NMS
RADcare BasicPlus RADview
RADcare Extended RADview
Notes:1. NBD = Next Business Day2. Enhanced support include: Priority handling; Access to regional and global support centers; Troubleshooting
guidance, Configuration assistance; remote connection; replication of application issues at RAD labs.3. Enhanced (In depth) Remote Technical support for Demo, PoC, Testing – offered at NO charge for 3 months from
shipment date. Item usage must be indicated in the PO
RADcare for EU Tech Seminar Slide 10
Meeting Strict SLA Requirements
SLA for RADcare-BasicPlus
Priority Response Time Restoration Time Resolve Time (Business days)
Critical (Full service down) Up to 3 Business hours Up to 16 Business hours Up to 20 days
Major (Service degraded) Up to 4 Business hours Up to 24 Business hours Up to 45 days
Minor (No effect on service) Up to 8 Business hours Up to 40 Business hours Next SW/HW release
SLA for RADcare-Extended, Advanced and Premium
Priority Response Time Restoration Time Resolve Time (Business days)
Critical (Full service down) Up to 3 hour Up to 24 hours Up to 20 days
Major (Service degraded) Up to 4 hours Up to 48 hours Up to 45 days
Minor (No effect on service) Up to 8 hours Up to 60 hours Next SW/HW release
RADcare for EU Tech Seminar Slide 11
RADcare for EU Tech Seminar Slide 12
RADcare Training
• Regional pre-sales and technical seminars• Training-on-demand – both Face-2-Face and via the web• WBT – Web-based training• RAD University• eLAB – on-line self-directed training• RAD certification
RADcare for EU Tech Seminar Slide 13
Training – Your Key to Success
On-site & Web-based Training
For RAD Partners
Sales & Pre-sales Training
How to design and sell RAD
solutions
At the partner’s office (for the
sales force)
Technical Training (International and Regional)
How to configure RAD equipment
(for the technical team)
Authorized RAD Trainer
certification course
Train the customers
RADcare for EU Tech Seminar Slide 14
Training – Your Key to Success
For RAD Customers
On Demand Technical Training
On-site, at RAD HQ,via the web
Regional Technical & Presales Seminars
For RAD customer’s technical team
RAD Certification
Vendor authorization
Sales/Pre-sales Training
For your resellers
RADcare for EU Tech Seminar Slide 15
RADcare for EU Tech Seminar Slide 16
RADcare Project Management
• Single point of contact• Project coordination• Periodic meetings• Action item follow-up• Regular progress reports• Test procedure definition• Project specific documentation
RADPartner
Customer
RADcare for EU Tech Seminar Slide 17
RADcare – peace of mind
• Pre-sales Support• Technical Support• Project Management• Training
RADcare services are your key to satisfaction!
RADcare for EU Tech Seminar Slide 18
Thank You For Your Attention
www.rad.com