RUSHWORKS is a Dell OEM Partner, taking advantage of the excellent 3-Year ProSupport warranty provided on every system. This warranty includes overnight parts replacement and next day, on-site service if required. Third party components such as video/graphics cards, cameras, routing switchers, etc. are warranted for one year.
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). If the system is out of warranty you will need to pre-approve a minimum diagnostic charge. International customers are responsible for all forwarding, shipping, customs, duties and taxes.
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 never miss a customer message. Incoming calls route to our four Support Team members. If the primary line is busy, the call rolls to the next designated Support Team member. 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. Every system includes our Z-TICKET utility that gathers all pertinent system information for any incident and creates a .zip file our Support Team uses to identify and resolve problems.
Our Annual System Assurance Program (ASAP) includes 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 after the first year, System support is provided for $90/hour, secured by a credit card or PO. A software update is based on the current price of a system Version upgrade.