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.
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.
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
Plus
Guaranteed
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 |
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
Plus
Guaranteed
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
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: 20:54
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: 20:54
