We're always standing by to support you. 24/7/365. Because our deepest, most lasting commitment to you begins AFTER you've acquired your system. We understand that your livelihood depends on reliable performance … and for help when you need it.
The computer systems that host our various solutions are warranted for a period of three (3) years from date of shipment. This "full service" warranty includes cross-shipment of suspect parts. Third party components such as video/graphics cards are warranted for one year. Click the View Warranty Document link to review and print the policy.
If it's necessary to return all or part of a system for diagnosis and repair, we will issue an RMA – Return Material Authorization – accompanied by specific instructions on how to package and ship the item(s). Click the RMA Procedure link to review and print the policy.
All RUSHWORKS systems include a license for LogMeIn remote access software. This is useful for our Support Team, allowing them immediate access for diagnosing any issues with hardware or software on a system. Access is also available for customers, providing the ability to manage your systems from any Internet connection. FTP (File Transfer Protocol) is supported by LogMeIn, so you can transfer content to your server at any time. For more information, visit www.LogMeIn.com
RUSHWORKS utilizes a virtual phone mail service that assures we don't ever miss a customer message. Incoming calls route to our three full-time Support Team members. If the primary line is busy, the call rolls to the second member, then the third. If the entire Team is engaged with customers, you will be asked to leave a voice message – which is automatically emailed (.mp3 file) to the Support Team for follow up.
RUSHWORKS uses a custom-designed SQL database that integrates contact management and trouble ticket management functions. Thus we have a record of all conversations and interactions, including a history of our initial discussions with customers regarding their operating methods and requirements … and all subsequent Support issues that may arise.
Our Annual System Assurance Program (ASAP) includes 24/7/365 telephone, email, LogMeIn and trouble ticket response, all software maintenance, upgrades, fixes and Version releases, and is based on the total system price.
ASAP is included for one year from the delivery date of your system(s), with optional subscription extended on a year-by-year basis thereafter. If you elect not to participate, System support is provided for $90/hour, secured by a credit card or PO … and Software subscription is based on the current price of a system Version upgrade.