Support

Rochford Thompson aims to offer first class customer service throughout the lifetime of its products and systems. Dedicated customer service staff based at the UK Head Office and also at regional Service Centres take pride in dealing with product support issues quickly and efficiently.

The full range of services which are available includes:

• Installation, commissioning and test

• Workshop repair services for warranty and out-of-warranty equipment (request RMA number)

• On-site maintenance contracts

• "Hot swap" product exchange service

• Software support agreements

• Supply of spare parts and consumables

• Help Desk for hardware and software queries

• User training

• Engineering training covering sales support, field maintenance and workshop repair for customer and third-party maintainers

For further details of any of these services please contact Rochford Thompson Technical Services, repairs@rte.co.uk.

ON-SITE MAINTENANCE CONTRACTS

Hardware Parts & Labour Contract

This is a 'full service' agreement and provides for all on-site repairs, including labour and spare parts for a fixed annual fee. This agreement assures that a Service Engineer will provide on-site remedial maintenance within a fixed response time. Normal working hours are 09.00 to 17.00, Monday to Friday, excluding Public Holidays.

Hardware Labour Only Contract

This provides for all on-site repairs and adjustments and guarantees that a Service Engineer will attend site within a fixed response time. Any spare parts or fixed price exchange units which are used will be charged at Rochford Thompson's current list price.

SOFTWARE SUPPORT AGREEMENT

This agreement provides Help Desk software support by telephone, fax, email or modem as appropriate during normal working hours. All requests made before 16:00 are answered within 1 hour. The contract also provides for any corrective maintenance work required to correct errors of principle within Rochford Thompson software which have been mutually agreed between Rochford Thompson and the user.

"HOT SWAP" PRODUCT EXCHANGE

For certain types of equipment, Rochford Thompson offers a "hot swap" exchange service. When notified of a fault, Rochford Thompson will immediately despatch a replacement unit by overnight parcel carrier or express courier. On receipt the user unpacks and installs the replacement unit and returns the faulty one to Rochford Thompson using the same packaging.

The hot swap concept provides an extremely cost effective service. It guarantees a replacement working unit on-site, normally within 24 hours and requires the minimum of administration for all parties.

WORKSHOP REPAIR SERVICE

Please note that, before returning any equipment for repair, customers should first contact Rochford Thompson to request an RMA (Returned Material Authorisation) number.