Warranty and Support Plans

Redline is committed to ensuring that our customers’ wireless broadband systems operate efficiently within their unique environments. Our warranty and support plans deliver ongoing value to ensure a sustained return on your investment. Available to Redline Certified Partners.


Service Description
Warranty
Support Plan

Software Updates - software releases that contain fixes to known issues, but do not include new features.

RMA Hot Line: Access to Technical Assistance Centre (TAC) to obtain RMA numbers.

5am to 8pm EST, Monday to Friday.*

 

RMA (Return Material Authorization) for replacement of defective units.*

 

Critical or Major issues: Unlimited 7 days/ week x24 hours/ day access to Technical Assistance Centre (TAC) with less than 1 working hour response time.

 

Minor or Informational Issues: Unlimited access to Technical Assistance Centre (TAC) with less than 4 working hours response time.
5am to 8pm EST, Monday to Friday.

 

RMA Advanced Replacement for critical situations.**

 

Software Upgrades – software releases that contain new features and functionality.

 

Telephone and Online Ticketing with preferential queuing.

 

Two (2) RCSP certification training seats at Redline Headquarters (minimum one-time contract value applies; see price list for details).

 

10% discount on all Redline professional services including network audits.

 

* Charges apply for units out of warranty
** Available when combined with warranty or extended warranty


In addition to the warranty and support plans described above, Redline offers a suite of Professional Services to ensure that highly trained certified experts are ready to help as needed.

Standard Warranty Plan

The standard Redline warranty package provides coverage for a period of 12 months following initial purchase and shipment, and includes the following:

  • Hardware Repair or Replacement: Redline will repair or replace the defective product in accordance with the warranty policy. Partners can find this policy in the RedCARE Guide on the partner website; End users should contact their point of purchase for full details. This warranty applies to repaired or replaced products for the balance of the applicable period of the original standard warranty or ninety (90) days from the date of shipment of a repaired or replaced product, whichever is longer.
  • Software Updates: A software update refers to a software maintenance release which may include patches, fixes, or corrections to the software. It does not include new features or functionality.

Extended Warranty Plan

The Standard Warranty on Redline products can be upgraded to cover issues up to 4 years beyond the standard warranty period (yielding up to a total warranty period of 5 years from purchase). Customers should contact their point of purchase to obtain a quote. Extended warranty is available only within the first 12 months.

Out-Of-Warranty Service

Should a product fail outside of its warranty period, or if the damage to a unit is determined to be caused by factors that are not covered by the Standard/Extended Warranties then an Out-Of-Warranty repair fee will apply. Customers can request an up-to-date price list from their point of purchase.

Return Material Authorization (RMA) Service

The RMA process is initiated when a Redline Certified Partner requests a Return Material Authorization (RMA) number from Redline’s TAC team, via telephone or on-line ticketing system. Prior to returning product(s) to Redline Communications, the Certified Partners must obtain an RMA number. Redline will ship the repaired or replaced unit(s) within sixty (60) days following receipt of unit(s) at an authorized Redline repair facility.

Detailed Support Plan Descriptions

Software Updates
A software update refers to a software maintenance release which may include patches, fixes, or corrections to the software. It does not include new features or functionality.

Software Upgrades
A software upgrade refers to a software release that may contain newly developed features and functionality. In addition, it may contain enhancements to existing functionality for improved performance.

Weekday Technical Assistance Centre Access (TAC) – 4 hour response
Access to the TAC for customers between 5am and 6pm Eastern Standard Time (GMT -5) Monday to Friday, excluding holidays.

Mission Critical 24x7 Technical Assistance Centre Access (TAC) – 1 hour response
Access to the TAC via telephone or ticketing system for customers 24 hours a day, 7 days a week, including holidays.

Telephone and Online Ticketing
Redline features an online ticketing service, available through our website to help initiate a ticket for issues encountered in the field. Telephone ticketing is available by calling TAC.

Quarterly Ticket Report
This report is produced every quarter by Redline and summarizes the status of all tickets opened over the previous quarter. For open tickets, it also provides a detailed status on the progress and action plan. This report will be emailed and reviewed by phone.

Access to Return Material Authorization (RMA) Process
For cases where the hardware has failed, the RMA process is used to return equipment to Redline for repair. Redline commits to return or replace the unit within 60 days from receipt.

Training1
Redline offers, at no additional charge, training for two Certified Support Professionals, at Redline’s corporate headquarters1.

Optional Advanced Replacement for RMA Process
For cases where the hardware has failed, the RMA process is used to return equipment to Redline for repair. Customers under the Ultra Maintenance Plan may request a replacement unit to be sent in advance of the return of the defective unit.

1 Subject to minimum contract value.

Have a question? Contact Us.