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Rimage Services provides reliable, quick, and courteous support to help you get back into production without delay. Our multiple layers of technical and customer focused teams deliver the utmost satisfaction when you need it. Mission critical, enterprise level applications require superior support; "waiting" or "second attempts" are not an option. Rimage provides direct links to our call center staff and service offerings with quick on-site technical expertise or a fast reliable unit exchange. We utilize state-of-the-art telephone systems, internet based and direct-to-voice troubleshooting techniques supported by our CRM and online knowledge base systems to track and follow up on each service intervention. Rimage Services continues to lead the industry in delivering unmatched support and maintenance offerings. On-site and Assisted Rapid Exchange agreements include: 1. The most direct access to our technical call center, providing the highest live answer rate and quickest support delivery. 2. In-depth internet diagnostics and troubleshooting to resolve many questions over the phone or pinpoint field service requirements. 3. Field Engineers arriving within 4 hours (7/24/4 hour agreements), Next Business Day (Assisted Rapid Exchange agreements) or Second Business day (48 hour agreements). 4. Software updates providing the latest Software Features. 5. All labor, travel expenses, and Factory Certified replacement parts (excluding consumables). 6. "No Cost" parts returns. Replacement Autoloaders, printer, or any parts used on-site arrive with pre-paid return shipment labels. 7. 24 hour a day telephone support, 365 days a year. 8. Preventative Maintenance, reducing problems before they arise. Rapid Exchange agreements include: 1. Same Day shipment of replacement Autoloaders or Printers, ordered before 3 PM CT. 2. Direct access to our technical call center providing on-line technical troubleshooting and diagnostics. 3. Next Day Exchange Equipment freight, repair labor, and all parts expense (excluding consumables). Customer pays ground freight on returning system. 4. Factory Certified, inspected, and quality tested replacement autoloaders and printers. 5. Software updates providing the latest Software Features. 6. 24 hour a day telephone support, 365 days a year. 7. Same day email/online support. 8. Due to customer installed software and internal components, the Rimage Control Center will be repaired at the Rimage factory as an expedited repair. Software Maintenance agreements include: 7. Complete software updates -- packaged with an overview of new features and enhancements and detailed installation instructions. 8. Detailed overview and notification of service pack releases available as an internet download. 9. Direct access to our technical call center providing online technical troubleshooting and diagnostics. 10. Upgrade protection ensuring your business has the most up-to-date version of our robust software suite during the duration of your agreement as soon as it becomes available. 11. Simplified asset management as we deliver individual software update packages for each Rimage Server. 12. Long term compliance with Rimage system specifications, ensuring that you remain on par with the software technology curve. 13. Reliable operation and uniform training for each of your operators across multiple systems or locations having the common up-to-date Rimage software. Call The Tape Company for pricing and more details at 1-800-851-3113 |
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