1. What is WINcare ?
WINcare is RADWIN’s official Global Services Program that includes 4 SLA packages: Basic Plus, Extended, Advanced and Premium ; These SLA packages are offered on a modular basis which enable you to choose the right service package according to your needs .
2. Who should buy WINcare?
Whoever uses RADWIN equipment and wishes to ensure RF network availability, optimized network performance and real time technical support.
3. What are my WINcare benefits?
As our WINcare customer you gain the following benefits:
Availability - Technical Support and Professional Helpdesk - always available via Phone, Email and Web (CMS);
S.O.S Replacement of faulty units within 48 hours;
Full access to RADWIN CMS (Case Management System) to log cases (tickets) and track them;
V.I.P customer – WINcare gives you priority handling 24 X 7
Access to RADWIN knowledge Base and Updates published documentation, troubleshooting guidance and Software updates
RADWIN Planner Tool – Access to RADWIN′ R-Planner Tool; design & analyze your RF network with integrated analysis tools
True Peace Of Mind –monitor your network stability through WINcare.
4. What is the difference between Extended Warranty and the WINcare Basic Plus SLA package?
Extended warranty provides you extended Hardware Warranty for Outdoor Radio Units and Indoor Units only, for repair or replacement services, while WINcare Basic Plus SLA Package provides both Extended Hardware Warranty for all equipment purchased and covered under the SLA, including : software maintenance, update versions and upgrades via RADWIN Portal. In addition WINcare Basic Plus SLA Package provides helpdesk and technical support by RADWIN’s professional services team 8x5.
5. What does “Basic Warranty” include?
Basic Warranty - Hardware Warranty that includes repair or replacement services.
Basic Warranty is provided to all customers for a period of 12 months following invoice date.
6. What does advanced RMA / S.O.S replacement service feature include?
Advanced RMA ensures that once an RMA approval is issued, a replacement will be shipped to you within 48 business hours!
7. Who can purchase WINcare?
Everyone!
8. How do I purchase WINcare?
If you purchased RADWIN’s equipment directly from RADWIN – you can purchase WINcare directly as well. If you purchased RADWIN equipment indirectly (i.e. from RADWIN’s official distributor, partner or reseller) – you can purchase WINcare via the same distributor / partner / reseller.
9. Can I have my own Customized WINcare package?
Yes. RADWIN offers customized SLA packages tailor made for your needs. Choose the required service features and we will customize a service package especially for you.
10. What kind of technical issues are addressed via the 24x7 hot-line service?
24 x7 hot line service is intended for critical issues. RADWIN professional services experts will provide you with diagnostic capabilities and assist to direct the customer as to which remedial actions need to be taken in order to reduce the severity of the problem.
RADWIN′s professional services experts will work closely with you and your team to resolve the problem and enable the RADWIN equipment to function, provided the site is accessible, there are sufficient spare parts available on-site, a RADWIN certified trained technical support engineer is available on-site and remote connection is available.
11. Who responds to WINcare customer calls?
RADWIN′s professional services experts.
12. What is a V.I.P customer?
“V.I.P customer” classification is granted to WINcare customers only and awards priority handling 24 X 7.
13. How do I pay for WINcare?
First PO for WINcare Services shall be issued for a period of 12 months. Invoices and Payments shall be made on a quarterly basis.
If you didn’t find an answer to your question or if further information is required – please do not hesitate to contact us,
wincare@radwin.com
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