Support Options
MAXIMIZE UPTIME AND PRODUCTIVITY
Access understands the daily challenges of continuous, high-capacity, on-demand disc production. We know that your business relies on your Rimage system, and uptime and quick problem resolution are important.
Access Services delivers industry-leading, high-quality world-wide services, offering fast response times, maximized system uptime and unrivaled high-value maintenance agreements that boost your return on investment. Whatever your support need is, Access has a solution.
BENEFITS
Canada-wide service
Receive high-quality consistent service and support across Canada. Technicians are Rimage certified, factory-trained and have access to exclusive training tools, resulting in the highest customer satisfaction for the quality and value of our services.
Fast response times, maximized uptime
Our dedicated technical support specialists are a phone call away and utilize cutting-edge remote diagnostics and troubleshooting to quickly and efficiently address issues. With self-service access to the online Rimage Help Center, you can ask questions, find answers and learn about the latest fixes, updates and solutions—immediate expertise at your fingertips 24 hours-a-day.
Unrivaled value boosts return on investment
Access maintenance agreements give you clarity, predictable uptime and consistent high-quality disc output from your system. Rather than relying on unpredictable costs and turnaround time frames for service, Access maintenance agreements enable you to plan for one, two, three or five years of service.
FEATURES
- Phone support
- Email support
- Online Help Center
- Delivery of replacement parts and units
- Software updates
OPTIONS
- Rapid Exchange Plus
- Rapid Exchange
- Exchange Plus
- Exchange
- Software Subscription and Support
- Installation and Training
- Virtual Installation & Training
- Proactive Care Service
Access SERVICE OFFERINGS
Even the most reliable equipment requires maintenance and periodic adjustment and repair. Anticipating and preparing for that possibility is easy when you rely on Access Service. Like our systems, Access Service offerings are designed to meet the level of service you need—from quick solutions over the telephone to overnight delivery of replacement parts or systems. Access Services has the right offering to maintain and maximize system performance for a wide variety of on-demand publishing applications.
Customized service options are available. Please consult Access for the specific response times, call hours and service agreement options for your system and for your location.
| Same Day On-site | Next Day On-site |
Rapid Exchange | Warranty | |
| Phone Support | Yes | Yes | Yes | Yes |
| Email Support | Yes | Yes | Yes | Yes |
|
Delivery Arrival of replacement unit or parts or repair time frame | N/A | N/A |
Next business day |
Parts: 4-5 business days Repair: 10-15 business days |
| Software Updates | Yes | Yes | Yes | No |
| Return Shipment Prepaid | No | No | No | No |
| On-site | Yes | Yes | No | No |
Software Subscription and Support
Make sure you are always up-to-date with the latest software innovations. You’ll receive software updates, service packs, documentation and/or firmware updates so you can maintain optimum performance for your Rimage system and utilize the most recent software feature enhancements.
Rapid Exchange Plus and Exchange Plus
These service offerings provide speed and value. Receive a replacement unit or applicable parts for installation with either next-day or 4-5 business day delivery. Return shipping is included with this offering. Also included are direct access to the Rimage call center and online Help Center, detailed replacement instructions, and the necessary return shipping materials, simplifying the return of items to Rimage.
Rapid Exchange and Exchange
These service offerings provide speed and value. Receive a replacement unit or applicable parts for installation with either next-day or 4-5 business day delivery. Also included are direct access to the Rimage call center and online Help Center, detailed replacement instructions, and the necessary return shipping materials, simplifying the return of items to Rimage.
Installation & Training — On-site or Virtual
Ensure that both your Rimage system and your operators are fully prepared for production with Access Installation and Training. Access technicians will unpack, set up and install your Rimage system(s) and address any networking and client-side software installations. Virtual installation is a private remote installation and training session, typically 1 to 1 1/2 hours depending on customer requirements.
Proactive Care Service
Minimize downtime by replacing worn parts, confirming that the system is properly adjusted, and ensuring the system is refreshed for peak production.