Introducing

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The BaiCare program was created to provide all Baicells operators with top-tier network management and assistance. It allows operators of any sized network to have access to Baicells support through various mediums according to the service level agreement signed. This includes phone and email support, product replacement, and warranty plans.

In addition to the new standard support levels, optional enhanced support services will be available for purchase. These include RF Network Tuning and Optimization, Assisted Software Upgrade Support, Onsite Troubleshooting Support, and General Network Training.

The BaiCare Program begins July 1st, 2022

BaiCare

bronze

  • Best Effort
  • Email Support
  • Software Upgrade
  • Hardware Diagnosis
  • Standard Warranty
  • Standard RMA
  • Permanent Fix: 6 Months
  • Lvl 1, Lvl 2 & Lvl 3, Support
  • Free
BaiCare

silver

  • 9:00AM - 6:00PM CST., SLA
  • Email and Phone Support
  • Software Upgrade
  • Hardware Diagnosis
  • Standard Warranty
  • *Advanced Replacement 1 Business Day Shipping
  • Permanent Fix: 4 Months
  • Priority AccessLvl 1, Lvl 2 & Lvl 3 Support
  • Service Fee Applied
BaiCare

gold

  • 24/7 Support, SLA
  • Email and Phone Support
  • Software Upgrade
  • Hardware Diagnosis
  • *All Risks Advanced Replacement with Active Warranty Plan
  • *Advanced Replacement1 Business Day Shipping
  • Permanent Fix: 3 Months
  • Priority AccessLvl 1, Lvl 2 & Lvl 3 Support
  • Service Fee Applied

Return Material Authorization (RMA) Levels

StandardBronzeAdvancedSilverTotal CareGold
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Processing Time3 Business Days4 Business Hours4 Business Hours
Shipment Time45 Calendar Days1 Business Day1 Business Day
AvailabilityMonday - FridayMonday - FridayMonday - Friday
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Lightning Damage Coverage

The Baicells Return Center will process the faulty equipment within three (3) business days after receiving the Standard RMA request from the Customer’s authorized representative. Under Baicare Advance Replacement (Silver or Gold), Baicells will process the advance replacement equipment within the first four (4) business hours after receiving a confirmed Repair and Replacement Services request from the Customer.

Optional

Enhanced Services Upgrades

Enhanced services are available as an additional cost to BaiCare agreements. Baicells would like to support our customers and provide flexible support based on your specific requirements. The enhanced services include:

Network Optimization

RF Network Tuning and Optimization is important for customers to maintain a high performing network post network rollout.

Software Upgrade Support

A technical expert will support Software Upgrades and optimize the software so the customer can fully utilize any new functions as requested.

Onsite Support

Baicells can arrange for an experienced engineer to work onsite to perform troubleshooting or support deployments.

Training

Baicells can provide various training services related to the daily maintenance of the Customer’s Equipment to enhance the network's maintenance.