To ensure better quality of service and technical support, RAPIER established direct TAC (Terminal Access Controller) access for all partner companies.  This direct access ensures a much quicker turnaround and a far more efficient service for customers.

Technical Telephone Assistance (Hotline)
Technical assistance is provided by our RAPIER Hotline, 24 hours a day, 7 days a week, 365 days a year. Our technical representatives provide prompt resolutions using a defined procedure. If an issue cannot be resolved within a reasonable time frame, a ticket ID will be attributed to your case which will automatically be escalated to our senior technical expert.

• Recovery and troubleshooting: Immediate assistance for technical problems resulting in corrective actions
• Installation and configuration: Technical assistance or corrective actions provided during the installation and configuration.
• System testing: Simulation/replication of field trouble allowing for quick identification of reported problems
• Spare parts recommendation: Assist our customers in identifying critical spare inventory requirements

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• Hardware and add-on installation 
• Supervision or assistance in deploying new software
• Field commissioning performance
• Emergency technical assistance and troubleshooting
• Corrective actions needed to replace and to resolve any equipment failure
• Verification that equipment and network are correctly configured and perform correctly
• Recommendation of improvements to the network architecture or configuration, to improve overall network efficiency and performance
• Customer acceptance form (ATP)

After the above services are completed, a Test & Acceptance report shall be delivered to the customer.

*Our maintenance agreement guarantees a fully certified Rapier technician onsite at your facility within as little as 4 hours.

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Network Management
Our Network Management team will provide technical information regarding installation, performance and configuration of your network.

As your organisation evolves, your networking needs change as well. We offer solutions for cost-effective integration and monitoring of support systems to provide improved management of services and networks, including remote log in capabilities.

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Repair
Whether your warranty has expired or not, our team guarantees a quick delivery of the critical parts of your network. RAPIER engineers follow a documented functional test plan to ensure that the product is fully functional before it is returned to you. We maintain a full inventory of emergency spare parts for all the equipment we supply. A technical expert can also evaluate your system and your needs and recommend a spare parts inventory.

• Fault diagnosis and isolation
• Component replacement
• Modification and configuration where appropriate
• Full functional test to manufacturer’s specifications

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