RADWIN Services Portfolio

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RADWIN Services Portfolio

• Dan A Weitzman, Technical Director, Americas

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RADWIN Services

• RADWIN offers its partners a wide range of
  professional, high-quality services.
• The enhanced Services Packages List is launched
  September 2009!
• Types of Services
• Customer Support
• Hardware Repair
• Radio Planning
• Training
• The new service packages are provided with their
  prices in the September 2009 edition of RADWIN
  Catalog.
• To order or enquire on a service contact
  services_at_radwin.com

We are committed to your peace of mind
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RADWIN Services Some Numbers

• Main Activities (Presales / Post sales / Support)
• 27 x Training in customer sites (230 Certified
  Partners/Customers)
• 13 x Webinars
• 14 x Tenders
• 62 x Planning (RMD)
• 6 x Homologations (include Anatel Brasil)
• Visited Countries
• Bolivia (1), Brasil (10), Colombia (2), Peru (1),
  
• Nicaragua (1), Mexico (2), Chile (3), Argentina
  (2),
• Costa Rica (1), Spain (2)

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Regional Americas
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Customer Support

• RADWIN is committed to providing its partners
  with first-class, professional Customer Support.
• Support Requests can be initiated by
• Partner Zone in RADWINs website
• Email (support_at_radwin.com)
• Telephone
• Dan 55-31-9197-6402, 972-54-7586808
• Gerard 1-201-6750-228
• Customer Support 972-54-766-0044)
• Priority Severity Definition
• Critical - Service is not available
• Major - Service is available but severely
  affected
• Minor - Service is degraded
• Information - Request
• Our Customer Support team will work closely
• with you to resolve the problem

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RADWIN Support Centers
Americas Support Center
EMEA Support Center
APAC Support Center
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Use the Web as your Support interface

• Accessing Customer Support via the Partner Zone
  in RADWINs Website is the most efficient and
  preferred way to contact us
• RADWIN Partners get secured access to the Partner
  Zone
• All SRs are managed in an advanced CRM system
• Partners get full access to RADWIN Support Self
  Service Web (manage and monitor online your
  SRs)
• Get Online all the updates , upgrades new
  technical highlights

Online Monitoring all SRs
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Basic Customer Support Service

• Customer Support is available to all certified
  RADWIN partners.
• We do our utmost to provide you with the highest
  possible level of support and comprehensive
  telephone service during RADWIN business hours.
• This service is provided Sunday Friday
• 0900 - 1700, Israel time (GMT 2),Excluding
  national holidays.

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24x7 Hotline Service

• Every partner is entitled to purchase the 24x7
  Hotline Support Service that provides non-stop,
  round the clock telephone access to the RADWIN
  Customer Support team.
• This service can be purchased for a 12-month
  period.
• To order this service, please contact
  services_at_radwin.com

24x7 Hotline Service
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On-Site Technical Services

• This service provides RADWINs on-site technical
  support.
• Services are provided by a RADWIN Professional
  Services engineer.
• Services can include the following
• Site Survey
• Installation Supervision
• Site Commissioning
• General On-site Support
• Lead time for this service is 14 days from order
  confirmation.
• To order this service, please contact
  services_at_radwin.com

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Emergency On-Site Services

• In cases where on-site support service is
  urgently required,
• Emergency On- Site Services may be purchased.
• This will ensure dispatching a Professional
  Services expert to the site within 72 hours.
• To order this service, please contact
  services_at_radwin.com

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Hardware Repair Basic Warranty

• Typical basic warranty period is 12 months
• During the basic warranty period RADWIN provides
  free of charge repair service to its direct
  buyers
• If repair is required, an RMA form must be
  completed
• Once approved, the customer receives an RMA
  number that can be used for tracking
• Equipment may be sent for repair only after RMA
  number is provided by RADWIN
• In many instances, problems can be solved by
  installing software patches and/or latest
  releases. For this reason, every repair request
  starts by Opening a Service Request with our
  Customer Support department.

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Hardware Repair Extended Warranty

• Packages of 12/24/36 months extended warranty may
  be purchased
• Extended warranty must towards end of current
  warranty period and must start at the end of
  previous warranty period
• Extended warranty is valid for all products
  delivered under a single purchase order
  (excluding external antennas, cables and
  accessories)
• Extended warranty is available up to 3 years
  after end of basic warranty period

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Hardware Repair Out of Warranty Repair

• For Equipment Out Of Warranty for which an RMA
  has been approved, repair cost will be 40 of
  product transfer price, based on RADWINs current
  price list.

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Hardware Repair Advanced RMA

• Advanced RMA ensures delivery of replacement
  product before failed product is shipped back to
  RADWIN.
• In cases where a customer requests Advanced RMA
  Service, the customer will pay a special Advanced
  RMA Fee in addition to the repair charge (when
  relevant).

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Radio Planning

• radio network planning projects focus on
  capacity, frequency, product selection and site
  planning.
• We provide detailed report with 2D maps and the
  following information
• General Network Information
• Connectivity and Topology
• Site Information
• Antennas Information
• Application Planning Maps
• Link Budget Calculations per-Site
• Availability Information
• Recommended Antenna Tower Heights
• Co-location Recommendations
• To order this service, please contact
  services_at_radwin.com

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Training - On-Site RADWIN Course

• This service provides dedicated on-site training
  courses provided by a RADWIN-trained instructor
  on the customers premises.
• Partners can select a course from the following
  RADWIN course list
• 1. Basic Technical Overview
• 2. Installation Operation and Maintenance
• 3. Advanced Maintenance and Support
• 4. Trainer Certification

Training sessions can be modified according to
specific user requests. To order this service,
please contact services_at_radwin.com
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• RADWIN Services Price List
• Rev. 3.1, September 2008
• All Prices are Transfer prices
• Partner standard discounts are not applicable for
  Services.

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CUSTOMER SUPPORT
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HARDWARE REPAIR SERVICES
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RADIO PLANNING
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TRAINING
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TRAVEL ACCOMODATION
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Thank You
www.radwin.com