Technical Support
Contact Us
Radio IP offers standard phone and email support Monday through Friday between 8:00 am and 6:00 pm EST, excluding statutory holidays. Other levels of support are available with contract.
Telephone: +1 514-890-1511 #1
Toll-free:+1 877-890-1511
Email: support@radio-ip.com
Online: Coming soon
24/7 Remote Technical Support to All Our Customers
This support is offered to all customers with an active maintenance contract for a currently supported release of Radio IP licensed software. We offer you two convenient types of support:
- Standard Technical Support (Non-emergency)
Standard technical support consists of the ability to request support via email or telephone during regular business hours 8am-6pm EDT (Eastern Daylight Standard Time)*.
*Excluding statutory holidays. - Emergency Technical Support
We understand that our mission-critical customers such as those in Public Safety do not operate only between 8:00 am and 6:00 pm. Their access to support should not be limited as such. Benefit from our technical expert team 24 hours a day, 365 days a year for any emergency calls.
Emergency support is available for customers with a level of severity 1 and 2, as defined below. Emergency requests must be made by telephone only. (See below for descriptions of the various severity levels)
Severity | Description |
S1 | Problem results in a total loss of service. Operations cannot continue. |
S2 | Problem results in a loss of service, but operations can continue. A workaround is available. |
S3 | Problem results in a minor loss of service. Impact is an inconvenience, but operations can continue. Impacts only 1 or 2 mobile devices. |
S4 | Problem is a minor or incorrect behaviour that does not result in a loss of service. Impacts only 1 mobile device. |
S5 | Enhancement requests |
Installation
- Remote Installation –
Our experienced technicians install the Mobile VPN software on the production server via a virtual desktop connection. We will demonstrate and guide your IT, networking and radio teams on how to install the client software. Remote installation assistance is a significant cost savings for your organization. - On-Site Installation –
On-site installation assistance provides a hands-on demonstration of how to install the client software as well as how to manage and optimize the server. Radio IP Software's technicians will install our Mobile VPN software on the server and on five mobile units. For the duration of the installation, our technicians serve as a high-availability resource for your IT, networking and radio teams.
Customers receive a fully functional and tested environment whether they choose the remote or on-site installation package, including:
- Pre-installation technical assessement
- Product testing and Acceptance Test Procedure (ATP)
- Installation report documenting all activities and environment
Maintenance
As a customer of Radio IP, you are eligible under your warranty for 1 year maintenance services. After 12 months, an active maintenance contract is needed to continue receiving these services.
Technical support for ipUnplugged
Please use the following link to access the ipUnplugged technical assistance center (ITAC): https://support.ipunplugged.com/itac
- I work with a lot of software vendors. I don't think any of them can match Radio IP Software's support or product reliability. I appreciate the premier support that Radio IP Software has always provided.
Dwayne Hansen, System Software Specialist - Omaha Public Power District
