HelpDesk

If needed, our technicians are always available at RACOM’s headquarters or in Brazil office for consultations and support. As part of this service, you can call or write to them to resolve your problem. At the Basic level, this is provided free of charge – you only need to activate the service with RACOM.

Support request

https//www.racom.eu/eng/support/helpdesk

The HelpDesk is not tied to a specific network. Depending on the agreed level of this service, you can have our technicians available up to 16 hours a day, 7 days a week, or with a guaranteed response time.
We offer the HelpDesk in three variants:

Basic

No monthly fee
2 technician-hours’ work free of charge
Available 8 – 16 hrs on weekdays

Plus

6 technician-hours’ work free of charge
Available from 6 – 22 hrs on weekdays

Guaranteed

10 technician-hours’ work free of charge
Availability 6 – 22 hrs, 365 days a year
Response time within 16 hours from reporting the request

We recommend using the highest level, Guaranteed, where you can be sure that our technicians will have the capacity to solve your problems 365 days a year from 6 to 22 hrs with a guaranteed intervention time.

HelpDesk	Basic	Plus	Guaranteed
Free technician-hours / month	2 hours	6 hours	10 hours
Availability	8 – 16 hrs, working days	6 – 22 hrs, working days	6 – 22 hrs, 365 days
Response time from reporting	x	x	16 hours
Remote Access over VPN	x	x	x
Active monitoring	x	x	x
Activation fee	x	x	x
Monthly fee per company / all networks	x	✓	✓
Technician-hour rates beyond free hours	fee per 0.5 h	fee per 0.5 h	fee per 0.5 h
Billing	Following month	Following month	Following month

Support request form

Name* Company* E-mail* Phone Country* CheckPlease type number 16: Message

Company headquarters

RACOM s.r.o.
Mírová 1283
592 31 Nové Město na Moravě
Česká republika

Tel.: + 420 722 937 522
E-mail: racom@racom.eu

Business hours
Monday – Friday 08:00 to 16:00
Current local time: 08:01

Questions? Our Sales & Support team is ready!

Contact