Bearcom serviceOnce you’ve invested in a two-way radio network for your business, you need a way to contain the costs that accompany an equipment purchase. Paying for parts and hiring technicians to repair radios, repeaters and base stations might not be a big deal if your business owns a small network that is not operations-critical to your business. But the larger your radio fleet is — and the more deeply it is integrated into your business — the greater the likelihood that an equipment failure will stick you with costly breakdowns that can threaten your company. As the largest dealer of two-way radio equipment in the United States, BearCom has extensive experience with a vast array of radio network configurations. That experience helped us develop a three-tiered system of Service Level Agreements to cover the needs of a broad range of businesses. We can help you decide whether your company needs a basic Bronze plan, a midrange Silver plan or a full-coverage Gold plan. Here’s a look at the features of each plan: The Bronze plan provides:
  • Monday through Friday support with on-demand pickup of mobile and portable radio products
  • On-site troubleshooting and repair of infrastructure-related communications equipment
  • Quarterly preventative maintenance schedule
The Silver plan provides:
  • Monday through Sunday support with weekly scheduled pickup and delivery of mobile and portable radio products
  • On-site troubleshooting and repair of infrastructure-related communications equipment
  • Quarterly preventative maintenance schedule
The Gold plan provides:
  • Monday through Sunday, 24-hour support with weekly scheduled half-day on-site technician providing real-time repair on minor accessory repairs
  • On-demand and on-site troubleshooting and repair of infrastructure-related communications equipment
  • Quarterly preventative maintenance schedule
  • Board-level failures picked up and delivered to the closest BearCom branch
Judging the severity of your service needs All three plans respond to your breakdown based on three categories of the severity.
  1. Catastrophic failures that detrimentally impede operations or jeopardize safety of personnel
  2. Failures that degrade business operations but do not impact safety of personnel
  3. Degraded communications that do not significantly impact business operations or safety of personnel
Depending on the category of severity, we can usually respond within two to four hours. Category 1 emergencies have the highest priority and will be answered soonest. Category 2 or 3 calls may be answered during the next business day if they come in late in the afternoon. For Category 1 emergencies, we can usually have a technician on-site within four hours. For Category 2 and 3, it’s a the same business day or the next business day. Locking in your service costs If your radio network is integral to your company’s ability to stay in business, then it’s just sound management to have a Service Level Agreement that gives you a fixed, firm price paid monthly, quarterly or annually. You can’t avoid the unwelcome surprises of equipment breakdowns, but you can prevent the unexpected expenses.