Service and Support Options

Software Support

RDS provides remote telephone and electronic connection support to contracted clients for RDS products. Software support is performed via dial-up or high speed connection. The Support Center will provide on-site software support if deemed necessary.

In the course of troubleshooting an issue reported by a customer, we investigate all areas of the system that could be impacting the operation of our software. We do not directly support all of the components of your system, but may, in the course of troubleshooting, identify issues impacting the operation of RDS software. In many cases we can make adjustments in other system components to resolve the reported issue.

If we identify some component of your system, other than our software, is impacting the operation of RDS software, and the technician is unable to resolve the issue with reasonable effort, you are responsible for resolving the issue.

Non-RDS system components that could be impacting our software operation include, but are not limited to, internet connections, the environment or other third-party software.

If you do not have a current support contract, we can provide software support on an hourly service charge basis.

Upgrades

All upgrades must be scheduled and may require a site review prior to scheduling. Contact RDS sales for details and scheduling.

Please Note: As a courtesy and obligation to customers with software/hardware maintenance contracts, all Customer Support Representatives are instructed to assist customers who have maintenance contracts as a priority over non-maintenance customers.

Hardware Support

Onsite Coverage

An RDS CSC technician will provide general troubleshooting remotely to determine if onsite service is needed.  RDS offers multiple levels on onsite maintenance contracts covering all RDS supported hardware and labor. Onsite service calls for non-maintenance customers will be billed at the prevailing labor and mileage rates.

Depot Exchange Service

RDS’s Depot Exchange service is designed to offer a responsive, low-cost method of hardware service for select hardware. Clients who have a current Depot Exchange Support Contract for the specific equipment requiring service will receive priority service.

The RDS Customer Support Center (CSC) troubleshoots the malfunctioning hardware remotely. Once a particular hardware device is identified as defective, RDS will generate a work order for Depot Service and will then ships an appropriate reconditioned replacement.

Equipment will ship to the customer’s site. Upon receipt of the replacement, the Customer disconnects the defective hardware from the system and replaces it with the replacement hardware. RDS will provide remote support and assistance as needed to restore normal operations.

The Customer then must ship the defective hardware back within fifteen (15) days from receipt of the initial delivery of the replacement part(s). Failure to return the defective part(s) will result in the Customer being invoiced the full amount of the hardware at the prevailing RDS list price plus a $50 equipment handling fee. If the equipment is returned after the fifteen days and has been invoiced, a credit will be given for the full price of the hardware but not the $50 handling and administration fee.

Depot Repair Service

Similar to Depot Exchange service, RDS provides Depot Repair service for clients with or without a current support contract.

When RDS troubleshoots and determines a piece of equipment is defective and there is no specific support contract, the customer will be offered Depot Repair service for any supported equipment.

Clients package their equipment and ship it to the repair center for evaluation and servicing. Costs include parts, labor, and shipping to and from the repair center. Non-repairable equipment will be deemed beyond economical repair and the Customer will be notified. The labor cost to make this determination will be the Customer’s sole responsibility in any event.

All Depot Repair calls are handled via the RDS Support Center. The Support Center acts as the liaison between the customer and third party provider. Customers do not need to deal directly with the third party provider.