Premium Service
What is Premium Service?
Ruilie Networks will provide a more diverse range of services than basic warranty to meet your needs for network service continuity. These services aim to enhance your network's planning, deployment, operation, and optimization. You have the flexibility to select the specific service levels that align with your business investment considerations.
Implementation Service
Ruijie offers implementation and Technical Support services to ensure project security and rellability construction, expansion, and transformation, supporting smooth and efficient project delivery and critical operations for customers and partners
operations for customers and partners
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Hardware Installation
Ruijie aids in installing and deploying its devices as per specifications, ensuring quality in all scenarios.
- Project site survey
- Installation and acceptance
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Network Configuration
Ruijie provide configuration for customer device during network setup, expansion, or modification to ensure compliance with customer's network needs and requirements.
- Device deployment and planning
- Configuration and acceptance
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Project Supervision
Ruijie offers advanced project supervision, including management services and technical support from managers.
- Implementation of supervision
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Technical Support
Ruijie provide technical support for partners to ensure the projects and critical operations complete successfully.
- Remote & on-site technical support
- Project consultation
R-Care+ Maintenance Service
Relying on strong global service capabilities, Ruljie offers R-Care+
service products for a fee to meet customers’ business continuity
needs. R-Care + includes flexible spare parts and on-site services
tailored to customers' requirements, providing efficient and
professional support for customers' network's continuous and stable
operation.
When your mission-critical network requires 24x7x365 attention, you
will need the backing of R-Care+for Ruilie support services.
R-Care+ provides essential support entitlements to ensure business
continuity, 24x7 TAC NBD/4H AHR, and onsite service support for
uninterrupted network operations.
| Service Level | Basic | 5Y Warranty Service Package | AHR Standard | AHR Golden | On-site Standard |
On-site Golden |
|
| Products |
9x5x15CD-S Basic RFR Service |
5Y Basic RFR Service |
5Y NBD-S AHR Service |
9x5xNBD Standard AHR Service |
24x7x4 Golden AHR Service |
9x5xNBD Standard On-site Service |
24x7x4 Golden On-site Service |
|
Remote Technical Assistance |
Live chat & Hot line: 9x5 (local business time) |
Live chat & Hot line: 9x5 (local business time) |
Live chat & Hot line: 9x5 (local business time) |
Live chat & Hot line: 24x7 |
Live chat & Hot line: 24x7 |
Live chat & Hot line: 24x7 |
Live chat & Hot line: 24x7 |
|
Online Self-help Support |
Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Software Updates | Up to E0O+2 years | Up to E0O+2 years | Up to E0O+2 years | Up to E0O+2 years | Up to E0O+2 years | Up to E0O+2 years | Up to E0O+2 years |
| RMA Service Level | 9x5x15CD-Shipment | 9x5x15CD-Shipment | 9x5xNBD-Shipment | 9x5xNBD-arrive | 24x7x4-arrive | 9x5xNBD | 24x7x4H |
| On-site Service Level | / | / | / | / | / | 9x5xNBD-arrive | 24x7x4H-arrive |
Optimize Service
| No. | Service Module | Unit | SLA | Service Content |
|---|---|---|---|---|
| 1 | Man-day Service | Man day | 9*5*NBD | On-site troubleshooting, Network device maintenance, Spare parts replacement support, Network device monitoring and prevention, etc.. |
| 2 | Critical moment Onsite Support | Man day |
9*5*NBD 24*7 |
On-site Support solution development, device health check, emergency plan development, experts attendance support and Service summary. |
| 3 | Customized Training | Man day | 9*5*NBD | Provide training services according to customer requirements. |
| 4 | Super Wi-Fi Service (Simple) | Per Project | 9*5*NBD | Provide overall solutions such as site survey, planning, implementation, security on duty, critical moment security, on-site technical support, and on-site spare parts for the venue scene to ensure the stable operation of the network during the conference to meet the multi-dimensional business needs of the customer venue. |
| 5 | Health check | Per Project | 9*5*NBD | Use Ruijie health checklist or tools to check the configuration, parameters, and operating status of Ruilie devices, provide suggestions for corrective measures for the checked risky items, and provide a complete inspection report. |
