BaiCare Program & Service Level Agreement

What is BaiCare? 

May 1 - 3, 2015
9am to 6pm
City Convention Centre

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Baicells service strategy aims to provide customers with a quick and effective response in cases of malfunction of either the equipment or software, as well as provisioning professional solutions based on the knowledge of central competence centers.

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Your BaiCare Resources Guide

This page will provide you with key resources and step-by-step instructions to get the most out of BaiCare Program.

Want to get more information on the BaiCare?

Total Service Plan to Fit Your Budget and Capabilities

The BaiCare Program is a service level agreement that was established to better assist our growing customer base and provide all Baicells operators with the necessary support needed to provide network operators with top-tier network management and assistance. As our customer base has continued to grow, the time needed to provide each customer with adequate care has grown as well. The BaiCare program will allow operators of any sized network to have access to Baicells support through various mediums depending on the service level agreement signed.

Baicells Support Ticket

Support Levels

Return & Replacement

Online Tools & Software Upgrades

Three Ways to Open a Ticket

Direct through the website.

Direct to our support team.

Only available for Silver and Gold Tiers.

BaiCare Support Levels

BaiCare

BRONZE

BaiCare

SILVER

BaiCare

GOLD

Return Material Authorization (RMA) Levels

Advanced

Standard

[Bronze]

[Silver]

Processing Time

Shipment Time

Availability

Optional Enhanced Services Upgrades

[Gold]

Total Care

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

Network Optimization

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.

Baicells Community

Join the Discussion, Join the Forum.

Gets the first hand Baicells Technologies updates on firmware release, beta testing, troubleshooting, software changelog, security, and more.

North America

For Sales: sales_na@baicells.com

For Support: support_na@baicells.com

5700 Tennyson Pkwy, #300

Plano, TX 75024

+1 (888) 502-5585

BaiCare will be available in three different tiers with price being based on a percentage of the product's MSRP and the service package the customer purchases.

Need to talk to the support team? Use these methods to get in touch.

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. 

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: