WINcare Global Services Program offers a modular array of SLA packages to best address the needs of RADWIN customers. The service program includes 4 SLA packages: Basic Plus, Extended, Advanced and Premium. 

WINcare provides “follow the sun” services across 3 regional support centers, covering APAC, Americas and EMEA as well as central 24 X 7 Call-Center services. Using this approach RADWIN guarantees that each case receives immediate attention. WINcare is the best way for carriers to receive technical support in real time.

Service Features

Hardware Warranty - Hardware repair or replacement in compliance with RADWIN′s Standard RMA Policy.
Software Warranty - Software maintenance, update versions and upgrades via RADWIN portal.
Helpdesk 8x5 or 24x7 - Technical Support Service via phone, Email and Web - CMS (Case Management System).8x5 - Sunday-Thursday 9:00 AM to 6:00 PM local time, excluding public holidays at the regional support center office. 24x7 - Human response available during non-business hours.
RADWIN′s R-Planner Tool - R-Planner Tool license (up to 5 users) granted to the SLA customer. The RADWIN R-Planner Tool is a professional web based platform that facilitates the design & analysis of RF networks. R-Planner offers integrated analysis tools, a built-in report generator and complete product database access.
Advanced RMA - Advanced RMA ensures that once an RMA approval is issued, a replacement will be shipped within 48 hours.

"I would like to take this opportunity and thank specially to Rami and Carols for supporting us during the preparations for our wireless project in Ivory Coast. Carlos was very professional and needless to say that his French speaking capabilities saved us from a lot of misunderstanding and bureaucracy." 
Mena Bacharach (Brig. Gen. Res. ).
E.M.Improvement.Ltd –CEO

"ProBiz is working with RADWIN since 2009 and I′d like to emphasize with great certainty that RADWIN′s support to us as their distributor in Zimbabwe is way beyond the standard in the market. RADWIN will do their outmost for a deal to happen, including working on Friday evenings, specially visiting at customer′s site for supporting a problematic installation, providing training on the ground at short notice and they will be always available for planning consultation – anywhere, anytime."
Isaac Cohen
CEO
ProBiz Development Ltd.

"I would like to write few words about Mr.Tom Hofman (RADWIN Presale Manager) for the last seminar he led in Dar Es Salaam to one of our main customers. The seminar was very professional , it ran in a very clear way that enabled all technicians who participated to learn and understand RADWIN′s products abilities and functions, furthermore, to practice by activating those products in order to get complete and full experience and the required knowledge to install, deploy and maintain.
Tom led this seminar in a very simple and friendly way, and during that, provided and demonstrated the technical material by real examples from the field, presented scenarios and the way varied challenges should be handled. Tom did an excellent job - few mounts after the seminar, our customer installed RADWIN′s links – it went smooth, and the technicians managed to do the installation successfully!" 
Saar Most
Communication Manager
Balton Tanzania

"Radwin′s technical support has exceeded my expectations every time I interacted with them. No matter what the issue is, whether it′s request for information or technical support, I always receive a polite, timely and elaborated response. The team will always make sure they have done their best to provide me with all the information I need, will follow up and be available until the matter is concluded to my full satisfaction. When an urgent matter comes up, I know I can rely on the support to help out even if it is not during working hours, and always do it in an efficient, friendly and professional manner."
Helit Bauberg
Technical Director
Beacon Telecom 

"My team of engineers and myself have always felt very secure and confident in working with RADWIN , especially when it comes to support. The time of day, week or season does not matter to them when we need any level of support....even at the remotest part of the field. They are and have been very professional and that is rare!" 
George Twumasi Adu
CEO
Premium Technologies 

"We recently got an exhaustively technical training session from your presale team, a real quality session. Our technicians who participated in this session were well educated and trained for installation and operating RADWIN wireless systems.
In addition, I have to say that I always get an immediate response to our needs; there is always someone there who listens to us and RADWIN Professional services team do their best to ensure our satisfaction.
The WINcare perception – add WINcare to all projects we have in order to get services and support from your experts is simply working! It′s worth the cost. During these days we deploy RADWIN wireless equipment as part of huge "safe city" project and we get full support in real time whenever we need it."
Shmuel Shtern
Project Manager
Bynet System Application 

"RADWIN technical support engineers are highly professional. Cases are easily logged in RADWIN case management system and answers are quick to come. Most cases are answered within 24 hours allowing me to respond quickly to my customers.
When remote connection is required for debugging purposes, RADWIN technical support are not shy of making themselves available almost immediately to resolve all outstanding issues. This rapid response is extremely valuable not just for providing high level professional support but also for maintaining a high level of customer confidence in our wireless products solutions.

RADWIN presales department are also a pleasure to work with. They are wireless solutions experts and are eager for any opportunity to consult with designing wireless deployments for new opportunities.
The R-planner they have designed based on Google Earth platform is an indispensible tool providing high level wireless planning and reports preparation for almost any opportunity.
The R-Planner backed up with high level pre-sales support for any issue encountered is the WOW factor which helps us win projects all over the world." 
Ariel Cohen
Technical & Product line manager - Radio solutions
RAD Data Communications Ltd.