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Redinent Support

At Redinent, we want your CCTV infrastructure to be secure and defence ready. Our Support plans are designed to give you the right mix of tools and access to expertise so that you can be successful with Redinent use while optimizing performance, managing risk, and keeping costs under control. Basic Support is included for all Redinent customers and includes:

● Customer Service and Communities - 24x7 access to customer service, documentation, whitepapers, and online support helpdesk.
● Redinent Trusted Advisor - Access to the Trusted Advisor checks and guidance to provision Redinent Platform following best practices to increase performance and improve security.

Support Tier L1

Redinent L1 Tech Support Services: This is the first line of the technical support team responsible for basic customer issues. It is synonymous with first-line support or level 1 support denoting basic technical or non-technical support functions.

Support Tier L2

Redinent L2 Tech Support Services: This is more in-depth technical support. It costs more than tier 1 as the tech support reps are more experienced and knowledgeable on a particular product or service. It is synonymous with support level 2 or L2 support, administrative support denoting advanced technical troubleshooting and analysis methods.

Support Tier L3

This is the highest level of support in a three-layered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with L3 support denoting expert troubleshooting and resolution methods. Out of the 3 tech support levels, L3 professionals are deep technical experts in Redinent Platform and are responsible for assisting both L1 and L2 personnel. They are responsible for the research and development of solutions to new or unknown issues.