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
| StandardBronze | AdvancedSilver | Total CareGold | |
|---|---|---|---|
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| Processing Time | 3 Business Days | 4 Business Hours | 4 Business Hours |
| Shipment Time | 45 Calendar Days | 1 Business Day | 1 Business Day |
| Availability | Monday - Friday | Monday - Friday | Monday - 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.