Patrick Attias Senior Training Manager [email protected]

RADcare for EU Tech Seminar Slide 1

Patrick AttiasSenior Training [email protected]

mailto:[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

• Review and assistance with design and pre-sales tests• Proof of Concept• Tenders• Only via channel partners


RADcare Technical Support

• Case handling and escalation procedures• On-site spares• Replacement parts/products• Access to eSupport system• Software downloads


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

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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 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


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 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


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


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 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 – peace of mind

• Pre-sales Support• Technical Support• Project Management• Training

RADcare services are your key to satisfaction!


Thank You For Your Attention

www.rad.com

Patrick Attias Senior Training Manager [email protected]

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