Support and maintenance

Red Box maintenance services support your hardware and software within the terms of your service level agreement (SLA). You can of course select functionality beyond the scope of the original system. As upgrades change the functionality of the installed equipment, we manage these as a commercial arrangement.

Once you are satisfied with delivery and commissioning of your solution (which involves sign-off of the project plan and operational implementation testing), our support and maintenance teams take care of everything. They are responsible for ongoing management and maintenance in line with your contract.

Within a maintenance contract, Red Box will provide all updates (bug fixes, workarounds, and so on) that maintain the system’s functionality, plus on-site engineers and remote support to deliver fast response and service, all free of charge within your service contract, provided installation is conducted within the terms of the SLA. The service itself is always provided by a fully-trained Red Box representative, direct from us or an appointed and approved preferred partner.

Red Box offers four standard levels of support and maintenance:

• Third-line support – software-only remote support
• Standard maintenance – 9 to 5
• Advanced maintenance – extended hours up to 24/7/365 and custom SLA
• Proactive maintenance – daily/weekly/monthly healthchecks and proactive action/support

We can also arrange additional service level agreements for specific support and maintenance requirements.

Service process and management

As part of our commitment to excellent service, Red Box manages service requests efficiently and consistently. In this way, we can communicate effectively with you and make best use of resources.

Your service call (call, e-mail or online) will be managed by experts, not a contact centre. You have the support you need to resolve problems rapidly with minimal fuss, when you need it. For example, our service process and systems will track service calls by severity and support agreement. This means that we can keep you informed about the progress of any request at any time.