Support Packages

At Randtronics, our dedicated engineers are trained to provide timely and accurate support services to resolve any technical issues, and ensure you are running back on track as soon as possible. Randtronics support options include support provided under a maintenance agreement (Silver or Gold) or ad-hoc with fee charged as consumed on time and materials basis.


Support Packages

Silver Support

9x5 telephone support — Our technical support engineers are highly trained and experienced in a broad range of computing environments and applications. Silver customers have our support 8 hours per day, 5 days per week: 9:00 AM through 5:00 PM Australian Eastern Time, Monday-Friday Business Days only. We prefer you to open Service Requests via the Randtronics Web Support Centre “RWSC.”

5 days replacement of hardware — Replacement hardware is sent to Silver Support customers in five business days following an Initial Assessment and Determination of Needs by Randtronics. The faulty hardware must be returned to base or Randtronics nominated repair location with 15 days of receiving replacement hardware. 

Special software support including free software upgrades — Silver Support customers receive free maintenance patches and version-level (dot release) software upgrades during the term of their support contract.  As a bonus, we offer Silver customers discount pricing on new releases.

24x7 Web-based support — Silver customers may request support via our Web Support Centre, 24 hours per day, 7 days per week. Response times are limited to 9:00 AM through 5:00 PM Australian Eastern Time, Monday-Friday. A Web Account is required and will be supplied upon Support purchase.

 

Gold Support

24x7 telephone support — High priority service and fast response times characterize Gold Support. Gold customers may contact Customer Support 24 hours per day, 7 days per week. We prefer you to open Service Requests via the Randtronics Web Support Centre “RWSC.”

Next business day replacement of hardware — Gold Support customers are sent replacement hardware the next business day following an Initial Assessment and Determination of Need by Randtronics. The faulty hardware must be returned to base or Randtronics nominated repair location with 15 days of receiving replacement hardware.    

Special software support including free software upgrades — Gold customers receive free maintenance patches, version-level (dot release) software upgrades, and new software releases during the term of their support contract.

24x7 Web-based support — Gold customers may request support via our Web Support Centre, 24 hours per day, 7 days per week. A Web Account is required and will be supplied upon Support purchase.

Randtronics Web Support Centre

The Randtronics Web Support Centre allows customers holding current support agreements to log and track service request issues. This provides our customers with an easy, straightforward way to alert our engineers of any product issues to ensure they are resolved as quickly as possible and do not impact on daily business operations.

Datasheet- Randtronics Maintenance Support Plans

What We Offer

Encryption of Files and Folders - Randtronics DPM File



Encryption of Laptops and Desktops - Randtronics DPM File



Encryption of Databases - Randtronics DPM File



Encryption, Masking, Tokenization of Web, Application and Databases - Randtronics DPM Token Manager



Encryption of Metadata in Web, Application and Databases - Randtronics DPM Token Manager



Management of encryption keys - Randtronics DPM Key Manager



Straightforward integration with a HSM - Randtronics DPM Key Manager



Encryption of SAP ERP Systems - Randtronics DPM File and Token Manager



Encryption of Oracle Financials - Randtronics DPM File and Token Manager

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Randtronics LLC

303 Twin Dolphin Drive
Suite 600
Redwood City, CA 94065
United States

  • +1 (650) 632 4272
  • +1 (650) 591 9901
Randtronics Pty Limited

S1.1, Level 1, Building A
64 Talavera Road
North Ryde, NSW 2113
Australia

  • +61 2 8873 1999
  • +61 2 9870 8560
  • enquiry@randtronics.com

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