RansNet Support Packages

At RansNet, we take a simple, streamlined approach to meet your organization’s service and support needs. Partners simply choose the level of service your business/customer requires.

mLite

This is a compulsory annual subscription consists of mfusion and software updates & upgrades.

  • FREE for 1st year with Hardware purchase
  • Compulsory purchase for 2nd year onwards (Annual Recurring Charge)

eWTY

Hardware warranty provides basic carry-in hardware RMA, software updates, new feature upgrades, as well as mfusion subscription. This is designed to mPower solution partners who focus on wi-fi/hotspot and managed infra monitoring solutions, possess in-house technical competency on RansNet products, and are capable of supporting end customers directly.

  • FREE for 1st year with Hardware purchase
  • Consists of mLite package
  • Recommended purchase for 2nd year onwards (Annual Recurring Charge)

mCare & mCare +

This package is designed to mPower partners who focus on recommending and fulfilling the right solutions to end customers. You rely on RansNet to provide advanced technical support to your critical customers so that you can offload internal resources and focus on driving the business to maximize customer satisfaction. This is also ideal for new partners who need to support critical customers while taking time to build up internal expertise.

  • Fully Managed Services
  • Consists of mLite & eWTY package
  • Optional Value Added purchase (Annual Recurring Charge). If required, should purchase start from 1st year onwards.


Service Components:

The overall scopes for mCare & mCare+ are the same (other than SLA differences).

  • Level 3 product support
  • Real-time device/link status and utilisation monitoring, fault & threshold alerting, scheduled historical reporting
  • Incident management and escalation. unlimited remote troubleshooting and diagnosis, for in-scope devices
  • Configuration management, change request management, for changes within current templates. Major customisation or network reconfiguration changes are chargeable based on new efforts required.
  • Unlimited phone and email support, for in-scope devices
  • Onsite troubleshooting or faulty hardware replacement
  • Firmware updates (if required for new features or security patches)


  • mCare SLA
    • mCare SLA response time is 24x7x4 unlimited phone and email support, remote troubleshooting and diagnosis.
    • On-site 8x5xNBD
    • NBD Loaner unit for hardware replacement


  • mCare+ SLA
    • mCare+ SLA response time is 24x7x4 unlimited phone and email support, remote troubleshooting and diagnosis.
    • On-site 24x7x4
    • 24x7x4 Loaner unit for hardware replacement

An SLA support contact matrix will be provided once signing up of mCare/mCare+.

Response to SLA upon Incident Call/Email received:

Service level definitions:

Severity 1: Incident or problem causing total loss of service to any user or applications, example hang or application processes cannot start.

Severity 2: Incident or problem causing partial loss of service to any user or applications, example misconfigurations or new service provisioning.

Severity 3: Any inquiry or issue that has no incident, including general troubleshooting, configuration changes requests and/or updates

Renewal Policy:

New contract starts from the day of box activation. Renewal starts from last date of contract expiry. Both mCare and Extended Warranty contracts should be renewed immediately upon expiry.


Contact sales@ransnet.com to RFQ.