Radiator service
Radiator support
Radiator support contracts supplied in the UK by Level9 Networks, with UK engineering help from people who configure and run Radiator and escalation to Radiator Software Oy, the people who wrote it. Standard email, 8x5 telephone and 24x7 on-call levels to match how critical the service is to you.
The problem
Authentication is noticed only when it fails. Support needs to be reachable, able to read your configuration and able to reach the vendor quickly.
Target outcome
A support arrangement where the first person you speak to can read your configuration and the vendor is one escalation away.
What support covers
Questions about configuration and behaviour, diagnosis of authentication failures, defects in the software, security advisories and upgrade guidance. Support requests go straight to engineers. We work from your configuration and logs, so the first conversation is about your deployment, not a script.
Support levels
- Standard email support. Next-business-day response, with an annual time allowance or unlimited.
- 8x5 telephone support. Telephone support on Finnish business days, 07:00 to 15:00 UTC, with a four-hour service goal, plus email support. Twelve-month term, renewing annually.
- 24x7 on-call support. Round-the-clock telephone support with a four-hour response for services where authentication failure is an outage.
The level, the response targets and the contract are agreed in your quote. The Service Provider Pack and the Policy and Charging Pack include the first year of unlimited email support.
Escalation
Level9 Networks is an authorised partner of Radiator Software Oy. Issues that need the vendor go to them from us, with the diagnostics attached, so you do not need to re-explain the problem.
Security advisories
We relay Radiator security advisories to supported customers and advise on upgrade timing. Our own security contact is published in security.txt.
FAQ
Questions people ask
Who answers when I raise a ticket?
A Level9 engineer who works with Radiator configurations every week. If the issue needs the vendor, we escalate to Radiator Software with the diagnostics already gathered, under the support contract supplied with your licence.
What support levels are available?
Radiator Software's standard email support with next-business-day response, 8x5 telephone support on Finnish business days with a four-hour service goal, and 24x7 on-call telephone support with a four-hour response. The level is agreed in your quote.
Does support cover configuration help?
Support covers questions, diagnostics, defects and upgrade guidance. Installation, customisation and training are professional services, which we deliver in the UK.
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