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Support
Extended or Upgraded Warranty Options:
In all cases, product warranty can be uplifted to a higher service level through the PointRed’s Gold or Silver Support Program or based on time and material only.
PointRed Gold Support (Maintenance):
Gold Support escalation path
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Call for service to Call center.
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Call center uses trouble shooting guide and marks start time of the issue.
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If not resolved by Call center, the Local Field support engineer will be contacted and make customer contact then begin 1st level PointRed Support.
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If not resolved by Local Field Engineer, then 2nd Level PointRed Customer Support in Chennai will be contacted. Troubleshooting by 2nd level if unable to resolve the issue, then 3rd level PointRed Engineering Support will be contacted and all three levels of Support will remain in contact until the issue is resolved.
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Spares is handled through PointRed’s India location. If returns are requested, email or contact a PointRed’s support, support@pointredtech.com
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Hardware replacement same day service (shipment processed on the same day hardware service call is received).
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Online self-services resources (Online resources include: patches, upgrades, Questions and Answers and Documentation).
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On-site support within 24-48 hours from the customer call.
PointRed Silver Support (Maintenance)
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Telephone and online assistance from PointRed’s support specialists.
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24/7 access to PointRed’s technical knowledge database.
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Software upgrades
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Hardware repair and replacement in five business days after service call is placed.
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Online self-service resources
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