Training
ReDat product range provides a comprehensive solution of call recording and quality management. To be sure that you use 100% of all ReDat features, we organize training for our existing as well as new customers and partners, where our experts teach you everything needed.
Remote support services
In order to ensure full functionality of ReDat Recording System, RETIA offers remote support with device configuration, system implementation and problem localization. VPN remote access is required, i.e. access into the customer's environment where ReDat product is installed. Service support appears from guaranteed response times specified in a Maintenance contract.
Guarantee times of problem solution shall be the following:
- SDP 1: 1 day response time, i.e. until the next day from the moment of evincible defect solution request. The service support is guaranteed on workdays from 7:00 AM. to 3:00 P.M. CET time
- SDP 2: 4 hour's response from the moment of evincible defect solution request. The service support is guaranteed every day incl. weekend from 7:00 AM. to 8:00 P.M. CET time
Monitoring and remote support services
Monitoring services enable integration of ReDat Recording System into RETIA. Maintenance and Supervision Centre. This Maintenance centre supervises all functionalities of Recording System hardware and ensures complex monitoring, software equipment, and database management. The service enables pleasant status presentation of hardware monitoring and applications.
The insight is conveyed via web browser. Monitoring services allow standardized interface conditions so that integration with customer's existing monitoring centre is done on request.
In order to ensure full functionality of ReDat Recording System, RETIA offers remote support with device configuration and problem localization. VPN remote access is required, i.e. access into the customer's environment where ReDat Recording System is installed. Service support appears from guaranteed response times specified in a Maintenance contract.
This service enables problem localization from RETIA Maintenance and Supervision Centre, remote support with device configuration and problem solution via VPN:
- Problem localization from RETIA Maintenance and Supervision centre during 4 hours from the moment of evincible defect solution request. The service support and solving problems are guaranteed the other day from 7:00 AM. to 3:00 P.M. CET time on workdays
- Hotline with high priority of solving problems - Problem localization from RETIA Maintenance and Supervision centre during 1 hour from the moment of evincible defect solution request. The service support and solving problems are guaranteed with 4 hours response every day incl. weekend from 7:00 AM. to 8:00 P.M. CET time
Maintenance program
Maintenance program represents a complex service bundle for the price, which might definitely interest you.
Maintenance programs
- Remote upgrade of ReDat3 Recording Unit and ReDat Application Server via VPN - minimally once a year. The upgrade services include technician work price
- Monitoring and remote support with problem escalating with 4 hours. The service support and solving problems are guaranteed next business day from 7:00 AM. to 3:00 P.M. CET time on workdays
- Monitoring and remote support with problem escalating within 1 hour. The service support and solving problems are guaranteed with 4 hours response from 7:00 AM. to 8:00 P.M.CET time every day incl. weekend