{"id":10276,"date":"2019-11-15T08:21:48","date_gmt":"2019-11-15T08:21:48","guid":{"rendered":"https:\/\/radioiptech.wpengine.com\/?page_id=10276"},"modified":"2021-04-27T11:44:17","modified_gmt":"2021-04-27T11:44:17","slug":"technical-support","status":"publish","type":"page","link":"https:\/\/www.radio-ip.com\/en\/technical-support\/","title":{"rendered":"Technical Support"},"content":{"rendered":"
\n\t
\n\t\t
\n\t\t\t

Radio IP offers standard phone and email support Monday through Friday between 9:00 am and 5:00 pm, excluding statutory holidays. Other levels of support are available with the contract.<\/p>\n

Telephone: +1 514-890-1511 #1<\/a>
\nToll-free:+1 877-890-1511<\/a>
\nEmail: support@radio-ip.com<\/a>
\nOnline: Coming soon<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\n\t

\n\t\t
\n\t\t\t

24\/7 Remote Technical Support to All Our Customers<\/span><\/h3>\n

This support is offered to all customers with an active maintenance contract for a currently supported release of Radio IP licensed software. We offer you two convenient types of support:<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\n\t

\n\t\t
\n\t\t\t

Standard Technical Support (Non-emergency)<\/span><\/h4>\n

Standard technical support consists of the ability to request support via email or telephone during regular business hours 9 am-5 pm.
\n*Excluding statutory holidays.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\n\t

\n\t\t
\n\t\t\t

Emergency Technical Support 24\/7<\/span><\/h4>\n

We understand that our mission-critical customers such as those in Public Safety do not operate only between 9:00 am and 5:00 pm. Their access to support should not be limited as such. Benefit from our technical expert team 24 hours a day, 365 days a year for any emergency calls.<\/p>\n

Emergency support is available for customers with a level of severity 1 and 2, as defined below. Emergency requests must be made by telephone only. (See below for descriptions of the various severity levels)<\/p>\n\n\t\t<\/div>\n\t<\/div>\n

<\/span><\/div>\n\t
\n\t\t
\n\t\t\t\n\n\n\n\n\n\n\n
Severity<\/strong><\/td>\nDescription<\/strong><\/td>\n<\/tr>\n
S1<\/td>\nProblem results in a total loss of service. Operations cannot continue.<\/td>\n<\/tr>\n
S2<\/td>\nProblem results in a loss of service, but operations can continue. A workaround is available.<\/td>\n<\/tr>\n
S3<\/td>\nProblem results in a minor loss of service. Impact is an inconvenience, but operations can continue. Impacts only 1 or 2 mobile devices.<\/td>\n<\/tr>\n
S4<\/td>\nProblem is a minor or incorrect behaviour that does not result in a loss of service. \u00a0Impacts only 1 mobile device.<\/td>\n<\/tr>\n
S5<\/td>\nProduct or feature enhancement requests<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\t\t<\/div>\n\t<\/div>\n\n\t
\n\t\t
\n\t\t\t

Installation<\/h3>\n\n\t\t<\/div>\n\t<\/div>\n\n\t
\n\t\t
\n\t\t\t

On-Site Installation<\/span><\/h4>\n

On-site installation assistance provides a hands-on demonstration of how to install the client software as well as how to manage and optimize the server. Radio IP Software’s technicians will install our Mobile VPN software on the server and on five mobile units. For the duration of the installation, our technicians serve as a high-availability resource for your IT, networking and radio teams.<\/p>\n

Although On Site installation is strongly recommended, it is sometimes possible to work on a remote installation.<\/strong><\/p>\n\n\t\t<\/div>\n\t<\/div>\n\n\t

\n\t\t
\n\t\t\t

Remote Installation<\/span><\/h4>\n

Our experienced technicians install the Mobile VPN software on the production server via a virtual desktop connection. We will demonstrate and guide your IT, networking and radio teams on how to install the client software. Remote installation assistance is a significant cost savings for your organization.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\n\t

\n\t\t
\n\t\t\t

Customers receive a fully functional and tested environment whether they choose the remote or on-site installation package, including:<\/p>\n\n\t\t<\/div>\n\t<\/div>\n

<\/span><\/div>
\n\n