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RFID Technologies >> Product Support >> Service Level Agreements

Reltronics Technologies provides ongoing maintenance.  The suggested equipment is warranted for 1 year and Reltronics Technologies will allocate appropriate personnel.  A maintenance option can be procured beyond the 2-year period.

Reltronics Technologies offers hotline and technical services for a number of clients through its contact center.

v  Service Level 1 offering: Reltronics Technologies would receive customer calls and route the call to our customer service representative. Minimum turnaround time for this service level is 0 seconds, as technical/service related queries would be processed in real-time.

 

v  Service Level 2 offering: In addition to taking the responsibility of Service Level 1, Reltronics Technologies would route calls to our AVL and Material Handling experts. This call routing would be for initial issue identification and to determine whether the customer can be immediately assisted and whether the customer can initialize or re-instantiate the AVL hardware that will allow them to be up and running in the shortest possible time.  Minimum turnaround time for this service level is 1 hour, as technical/service queries will be processed after detailed analysis.

 

v  Service Level 3 offering: In addition to taking the responsibility of Service Level 2 offering, if the issue cannot be fixed, Reltronics Technologies would perform a PCAnywhere or WebEx connectivity to identify the problem at hand and appropriately make hardware modifications, remote firmware upgrades, remote diagnostics, and remote monitoring continuously (keeping vigil) to ascertain that the customer has all systems operational. This facility will be provided after service level 2 processing.

 

v  Service Level 4 offering: In addition to taking the responsibility of Service Level 3 offering, Reltronics Technologies will facilitate an onsite visit to assure that the system is fixed, hardware is replaced if necessary, and all systems become operational. This facility will be provided after service level 3 processing and the turnaround time would depend on the customer accessibility in terms of distance with any nearest Reltronics Technologies branch office.

The above service level agreements or SLAs are essential to ascertain seamless system connectivity and therefore enhanced customer satisfaction. 

Workarounds available during downtime:  Reltronics Technologies will assure service oriented architecture and specifically send information over GSM in case of an AVL downtime.