Support Options

RCH offers a number of standard support plans. We can also customize a plan to meet the specific requirements of your organization. RCH Support plans may vary based upon equipment, availability and/or location requirements. Our team offers on-site care including next day (8x5) and Mission Critical care (7x24) for same day service. 

Remote Technical Support Services include:

• Problem analysis and determination
• Problem resolution
• Satisfaction Tracking
• Multi-channel support including voice, email, etc.
• Remote diagnostics
• Automated escalation
• Advance exchange program
• Dispatch Field Service
• Vendor Management

On-Site Technical Support Services include:

• Repair and Refurbishment
• Entire unit, sub assembly and components
• Change orders and upgrades
• Vendor Management
• Staging & System configuration
• Component integration
• Customized software imaging
• Redeployment - technology refresh and upgrade
• Spare part ordering, warehousing and distribution
• Warranty Management
• Inventory planning and availability
• Returns Management

Support Options:

1. Level One - Telephone and email support. Support is provided from the hours of 6:00 AM to 6:00 PM (EST), Monday through Friday, not including nationally recognized holidays.
2. Level Two - Next Day Support - provides onsite assistance from a trained service professional during the hours above.
3. Level Three - Same Day Support - provides onsite assistance from a trained service professional within four hours from the time of dispatch during the hours above.
4. Level Four - 24/7 - provides two hour response from the time of dispatch on a 24 x 7 x 365 basis.

We Offer »

• Reduced capital and infrastructure costs
• Reduced business complexity
• Improved return on assets
• Improve employee productivity
• Exceptional first call resolution rate
• Extensive technology and geographical support
• An extensively trained and certified engineering team
• Preventive and Remedial Maintenance
• Remote Monitoring
• Warranty Management

Benefits »

• Lower Costs
• Reduced downtime
• Rapid technology support
• Extend the useful life of technology
• Reduce your customers' total cost of ownership
• Optimize your resource allocation
• Meet or exceed SLA's
• Reduce capital and infrastructure costs