Service & Maintenance

Two Way Direct offers two-way radio maintenance plans that can save you thousands in future repairs while also ensuring that you receive the fastest possible assistance when every second counts.

Be Prepared

Equipment malfunctions happen. While we only sell the highest quality, most dependable products available, sometimes unexpected issues may arise. Our thorough Service Level Agreement (SLA) plans reduce the financial burden associated with essential radio repairs and maintenance while also hastening the process so you can get communications back up and running fast.

How it Works

An SLA plan is similar to an insurance policy on your communications equipment—only with repairs. You simply pay a fixed fee monthly, quarterly, or annually, and you’re covered whenever you need two-way radio maintenance.

When it comes to radio maintenance and repair, there are varying degrees of urgency, and our three-tiered system allows you to select the plan that aligns with your organization’s needs. For example, a retail store may not need repairs as urgently as an EMS team. We give you options so you only pay for exactly what you need.

The Gold Plan

Ideal for first responders and emergency personnel, the Gold Plan provides the most comprehensive coverage. Here’s what you get:

  • 24/7 support (with a weekly scheduled half-day) on-site technician provides real-time minor accessory repairs for covered subscriber units
  • On-site, on-demand two-way radio maintenance, repair, and troubleshooting of equipment associated with infrastructure
  • Yearly maintenance to prevent issues
  • Board-level failures acknowledged and sent to the nearest BearCom branch

The Silver Plan

The Silver Plan is suitable for businesses and organizations that require quick-but-not-immediate assistance. Here’s what you get:

  • 8-to-5 support all week
  • Mobile and portable radio parts picked up/dropped off on a scheduled weekly basis
  • On-site troubleshooting and repair of equipment associated with infrastructure
  • Yearly maintenance to prevent issues

The Bronze Plan

The bronze plan is a great choice for businesses and organizations that want to be covered for two-way radio maintenance, but don’t require scheduled weekly pickups and dropoffs. Here’s what you get:

  • 8-to-5 support all week
  • Mobile and portable radio parts picked up/dropped off on demand
  • On-site troubleshooting and repair of equipment associated with infrastructure
  • Yearly maintenance to prevent issues

Severity Levels

All of our plans also include levels that categorize repair requirements by severity.

  • Severity 1: Catastrophic failures that severely inhibit operations or endanger personnel
  • Severity 2: Problems that hinder business operations but don’t affect the safety of personnel
  • Severity 3: Communications issues that don’t significantly affect business operations or personnel safety

If a Severity 1 emergency occurs, we’ll speak with the emergency contact within two hours and send a technician to handle two-way radio maintenance and repairs on-site within four hours. Level 2 and 3 issues are handled the same or next business day.

Protect Your System

If your business or organization requires handheld radio communications, you know how vital they are to daily operations. Depend on our SLA plans to keep operations running while protecting the safety of your personnel, customers, and guests. Call us at 1-888-742-5893 or contact us online now if you have any questions.

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