Riedel Care
Service Level Agreements
Riedel Care is a suite of Service Level Agreements designed to provide additional support to protect your investment in Riedel products and solutions. With three tiers of Service Level Agreements, you can choose which one is right for your business based on the level of features, responsiveness and pricing.
Riedel Service & Support
We have a dedicated global team of highly trained technical support engineers who are ready to help with any technical or operational issues 24x7. We have repair and stock facilities throughout the world to ensure continuous operation of your products and solutions.
Key Benefits
• Dedicated and skilled global technical support teams
• 24x7 access to technical support
• Access to software releases
• Global repair and parts exchange service
• Committed response times
• Access to the Riedel Portal
• Access to Riedel Knowledge base
Three levels of care, designed for your success.
Standard / Enhanced / Premium
Standard
This entry level of Riedel Care is aimed at providing essential support for your products.
You will also have access to 8×5 telephone support with committed response times as well as enhanced repair turnaround times. Riedel Care Standard also provides access to software maintenance releases keeping your products up to date.
Enhanced
Riedel Care Enhanced is aimed at more critical deployments where a higher prioritisation and a more comprehensive set of support services are needed.
In addition to the elements included within Riedel Care Standard, the Enhanced tier provides you with faster response, advance part replacements and software update and upgrade releases, which include new features and functionality.
Premium
Riedel Care Premium is for the most complex or critical deployments where the highest prioritisation and the most comprehensive set of support services are required.
Our Premium tier includes all of the services provided in the previous care packages and adds on‐site assistance for resolving critical issues, software upgrades for all the latest features and functionality, support for third party products purchased as part of an overall system from Riedel and periodic service reviews.
| Riedel Care | ||||
|---|---|---|---|---|
| FEATURES | NO SLA | STANDARD | ENHANCED | PREMIUM |
| Phone Support | ||||
| 8×5 | ✔ | ✔ | ✘ | ✘ |
| 24×7 | ✘ | ✘ | ✔ | ✔ |
| Email Support | ✔ | ✔ | ✔ | ✔ |
| Portal Support | ✔ | ✔ | ✔ | ✔ |
| Software Maintenance Updates (Bug Fix – v1.0 to v1.1) | ✔ | ✔ | ✔ | ✔ |
| Software Version Upgrades (i.e. v1.0 to v2.0) | ✘ | ✘ | ✔ | ✔ |
| Remote Dial in Support | ✘ | ✘ | ✔ | ✔ |
| On Site Support (Emergency Response)* | ✘ | ✘ | ✘ | ✔ |
| Hardware Advance Exchange or Repairs** | Fixed Price | ✔ included | ✔ included | ✔ included |
| Knowledge Base | ✔ | ✔ | ✔ | ✔ |
| Annual On Site System Check | ✘ | ✘ | ✘ | ✔ |
| RESPONSE TIME | ||||
| Emergency and High | Best Effort | 4 hours | 1 hour | 30 mins |
| Medium and Low | Best Effort | 2 Business Days | Next Business Day | Same Business Day |
| Portal or Email Response Time (all severities) | Best Effort | 2 Business Days | Next Business Day | Same Business Day |
| Critical Remote Dial in Support Response Time | - | - | 4 Hours | 2 Hours |
| Critical On Site Response Time | - | - | - | Despatch 24 hours |
| Hardware Advanced Exchange or Repair Time | Best Effort | 20 Business Days | 15 Business Days | 10 Business Days |
* On site support will be provided where both telephone and remote dial in support has not been able to restore the system
** Where advanced exchange stock is available it will be despatched the next business day. Where stock is not available repair
times shall be within the indicated times shown above.
- Phone Support 8×5✔
- Phone Support 24×7✘
- Email Support✔
- Portal Support✔
- Bugfix‐Updates (v1.0→v1.1)✔
- Version‐Upgrades (v1.0→v2.0)✘
- Remote Dial in Support✘
- On Site Support (Emergency)✘
- HW Advance Exchange / Repairs✔ included
- Knowledge Base✔
- Annual On Site Check✘
- Emergency & High4 hours
- Medium & Low2 Business Days
- Portal/Email (all severities)2 Business Days
- Critical Remote Dial–
- Critical On Site–
- HW Exchange/Repair Time20 Business Days
- Phone Support 8×5✔
- Phone Support 24×7✔
- Email Support✔
- Portal Support✔
- Bugfix‐Updates (v1.0→v1.1)✔
- Version‐Upgrades (v1.0→v2.0)✔
- Remote Dial in Support✔
- On Site Support (Emergency)✘
- HW Advance Exchange / Repairs✔ included
- Knowledge Base✔
- Annual On Site Check✘
- Emergency & High1 hour
- Medium & LowNext Business Day
- Portal/Email (all severities)Next Business Day
- Critical Remote Dial4 Hours
- Critical On Site–
- HW Exchange/Repair Time15 Business Days
- Phone Support 8×5✘
- Phone Support 24×7✔
- Email Support✔
- Portal Support✔
- Bugfix‐Updates (v1.0→v1.1)✔
- Version‐Upgrades (v1.0→v2.0)✔
- Remote Dial in Support✔
- On Site Support (Emergency)✔
- HW Advance Exchange / Repairs✔ included
- Knowledge Base✔
- Annual On Site Check✔
- Emergency & High30 mins
- Medium & LowSame Business Day
- Portal/Email (all severities)Same Business Day
- Critical Remote Dial2 Hours
- Critical On SiteDespatch 24 hours
- HW Exchange/Repair Time10 Business Days
* On site support will be provided where both telephone and remote dial in support has not been able to restore the system
** Where advanced exchange stock is available it will be despatched the next business day. Where stock is not verfügbar repair times shall be innerhalb der oben angegebenen Zeiten.