Support Packages¶
RansNet offers tiered support packages to match different operational needs — from software-only subscriptions for self-sufficient partners to fully managed service contracts with onsite response. To raise a support request or enquire about packages, visit the RansNet contact page.
mLite — Software Subscription¶
mLite is designed for customers who deploy RansNet hardware or VM appliances and prefer to maintain in-house spare hardware and support resources. RansNet's role covers cloud platform access and software maintenance.
Included services:
- Cloud mfusion dashboard access — remote monitoring and configuration orchestration
- Software subscription — firmware patches and new feature upgrades
Pricing:
- Free for the first year with hardware purchase
- Annual Recurring Charge (ARC) from year 2 onwards: 8% of hardware cost per year
WTY — Warranty (Software + Hardware)¶
Warranty service extends mLite with hardware RMA coverage, reducing the need for in-house spare hardware and providing better operational protection.
Included services:
- All mLite services
- Carry-in hardware Return Material Authorization (RMA) — see note below
Pricing:
- Free for the first year with hardware purchase
- Extension from year 2 onwards (eWTY — extended warranty, same scope): Annual Recurring Charge (ARC) of 15% of hardware cost per year (recommended)
RMA terms
RMA is carry-in: hardware is shipped to RansNet's warehouse in Singapore at the partner's cost.
Renewal eligibility for expired WTY:
- Expired ≤ 3 months — partner may send in faulty hardware for assessment. RansNet may approve renewal (backdated to last expiry date) or reject if the unit is found non-repairable.
- Expired > 3 months — renewal for faulty hardware is not permitted.
Approval in all cases is at RansNet's discretion.
Managed Services — MS-SOR / MS-MCOR / MS-PMCOR¶
Fully managed service packages for partners supporting critical customers. RansNet provides back-to-back advanced technical support, allowing partners to offload internal resources and focus on business growth. These packages are also well-suited for new partners building up internal expertise.
All managed service packages include:
- 24×7 remote monitoring
- Configuration management and troubleshooting
- Phone and email support
- Hardware loaner during repair
- WTY (warranty) coverage
| Package | Part No | Onsite Response |
|---|---|---|
| Standard | MS-SOR | 8×5, Next Business Day (NBD) |
| Mission-Critical | MS-MCOR | 24×7, 4-hour response |
| Premium Mission-Critical | MS-PMCOR | 24×7, 2-hour response |
Onsite availability
Onsite services are available in Singapore only. For overseas locations, partners dispatch their own onsite engineers while RansNet support performs the work remotely via AnyDesk or TeamViewer.
Contact your RansNet representative for package pricing.
Choosing Between eWTY and Managed Services¶
The most common decision point is between extending the warranty (eWTY) and stepping up to a managed service. The table below compares eWTY with the entry managed-service package (MS-SOR):
| Aspect | eWTY (Extended Warranty) | MS-SOR (Standard Managed Services) |
|---|---|---|
| What it is | Annual extension of WTY — same scope | Fully managed service contract |
| Cloud mfusion dashboard access | ✓ | ✓ |
| Software subscription (firmware patches, feature upgrades) | ✓ | ✓ |
| Hardware RMA | ✓ Carry-in (shipped to RansNet Singapore at partner's cost) | ✓ (warranty coverage included) |
| Hardware loaner during repair | ✗ | ✓ |
| 24×7 remote monitoring | ✗ — partner monitors | ✓ by RansNet |
| Configuration management & troubleshooting | ✗ — partner self-manages | ✓ by RansNet |
| Phone & email support | ✗ | ✓ |
| Onsite response | None | 8×5, Next Business Day (Singapore only — see note above) |
| Pricing | ARC 15% of hardware cost per year | Contact your RansNet representative |
| Best suited for | Partners with in-house support resources who want continued hardware protection without stocking spares | Partners serving critical customers, or new partners building expertise — RansNet runs day-to-day operations |
In short: eWTY keeps your hardware protected and software current while you operate the network yourself; MS-SOR adds RansNet operating it with you — monitoring, configuration management, support channels, loaner units, and onsite response — with warranty coverage built in.