Technical Support

Contact Us

Radio IP offers standard phone and email support Monday through Friday between 9:00 am and 5:00 pm EST, excluding statutory holidays. Other levels of support are available with contract.

Telephone: +1 514-890-1511 #1 
Toll-free:+1 877-890-1511
Email: support@radio-ip.com
Online: Coming soon

24/7 Remote Technical Support to All Our Customers

This support is offered to all customers with an active maintenance contract for a currently supported release of Radio IP licensed software. We offer you two convenient types of support:

  • Standard Technical Support (Non-emergency)
    Standard technical support consists of the ability to request support via email or telephone during regular business hours 9am-5pm EDT (Eastern Daylight Standard Time)*.
    *Excluding statutory holidays.
  • Emergency Technical Support 24/7
    We understand that our mission-critical customers such as those in Public Safety do not operate only between 9:00 am and 5:00 pm. Their access to support should not be limited as such. Benefit from our technical expert team 24 hours a day, 365 days a year for any emergency calls.

    Emergency support is available for customers with a level of severity 1 and 2, as defined below. Emergency requests must be made by telephone only. (See below for descriptions of the various severity levels)

Severity

Description

S1

Problem results in a total loss of service. Operations cannot continue.

S2

Problem results in a loss of service, but operations can continue. A workaround is available.

S3

Problem results in a minor loss of service. Impact is an inconvenience, but operations can continue. Impacts only 1 or 2 mobile devices.

S4

Problem is a minor or incorrect behaviour that does not result in a loss of service.  Impacts only 1 mobile device.

S5Product or feature enhancement requests

Toptop

Installation

  • Remote Installation
    Our experienced technicians install the Mobile VPN software on the production server via a virtual desktop connection. We will demonstrate and guide your IT, networking and radio teams on how to install the client software. Remote installation assistance is a significant cost savings for your organization.
  • On-Site Installation
    On-site installation assistance provides a hands-on demonstration of how to install the client software as well as how to manage and optimize the server. Radio IP Software's technicians will install our Mobile VPN software on the server and on five mobile units. For the duration of the installation, our technicians serve as a high-availability resource for your IT, networking and radio teams.

Customers receive a fully functional and tested environment whether they choose the remote or on-site installation package, including:

  • Pre-installation technical assessement
  • Product testing and Acceptance Test Procedure (ATP)
  • Installation report documenting all activities and environment

Toptop

Maintenance

Radio IP offers the industry’s only 12 month, no-charge warranty with every new software purchase, including maintenance services and software updates.

After 12 months, an active maintenance contract is needed to continue receiving these services.

Toptop

Technical support for ipUnplugged

Please use the following link to access the ipUnplugged technical assistance center (ITAC): https://support.ipunplugged.com/itac

How to buy How to buy
*For Severity 1-2 only

+1 514-890-1511 #1
Toll-free:+1 877-890-1511
Newsletter How to buy
  • Mobile data has transitioned from the status of “nice to have” to the requirement of “need to have” in today’s complex world of policing. The Radio IP product and technical support offered by your staff members always helps to insure our officers are well facilitated with mobile computing connectivity, which positively impacts not only their safety, but also those that they serve and protect.

    Tim Trager, Deputy Division Chief - San Bernardino County
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