A Range of Support Services Tailored To Your Business Needs.

The integrated technologies in today’s software provide the business customer with a competitive as well as a pricing advantage for their business. It also provides access to technology tools that were typically available only to larger organizations with existing IT staff.

The integrated network solution still requires technology management, however, with the remote management capabilities provided by the Windows Terminal Server (WTS) components and the centralized management tools like Microsoft Management Console (MMC), the technology management expense can be cost effective for any type of business customer.

RimApp Technologies provides different levels of support to their customers based on needs and requirements. Below is an overview of support contracts that can be outsourced to us.

Remote Scheduled Services
We can set up a remote maintenance program for the business customer and administer their network from a remote location.

Remote, Priority Service
This service, under the non-scheduled service component, offers the customer to engage for services outside of the scope of the scheduled services, or for emergency calls that are resolved remotely.

Onsite Scheduled Services The remote services and management tools should reduce the need for on-site visits for the small to medium business customer, but the customer (especially if the technical expertise is minimal at their location) will still need to engage our services.

Non-Scheduled On-Demand Service
Non-scheduled service is a type of insurance policy for the small to medium business customer. The integrated technologies in the software products and the scheduled remote and onsite maintenance services will handle the majority of support issues, but the business customer still needs to have a solution to cover the emergency or time sensitive technical service requirements for their business. We meet this these needs by providing the customer with an opportunity to subscribe to Non-Scheduled On-Demand Service.

Emergency, Priority Service
Emergency, Priority Service means immediate support. If the business customer requires immediate support, we will provide time-based billing levels to deliver this service requirement.

On-line Support And Knowledgebase
Our customers can request support from our dedicated support site on-line which also includes a comprehensive searchable knowledgebase.

After Hours Contact Number (24x7)
Based on the service schedule and contract provided your company will be provided with a dedicated 24x7 call out number.

Help Desk Services
Outsourcing the technical support of your user community to a proven technology provider like us can bring immense benefit to your company. If your company can have someone else support its users’ application needs on a daily basis, it can stay focused on its core business objectives and not become distracted by technical support issues. In the past, this has typically been available only to large companies, but the application services have improved to the point that this is now available to the small business customer.

Network Services
Larger organizations are also looking for ways to outsource their network services. The integrated solution along with the scheduled and non-scheduled services provide the business customer the ability to quickly accomplish this task. The majority of calls that this service addresses are for businesses without any of their own IT services. If your organization has an IT staff member, the services provided can complement your service; some customers may want to handle some of the network services themselves and call us only if you encounter a difficult situation.

Hardware Support
Providing hardware support to the business customer, whether through proactive remote discovery of possible hardware issues or responding to urgent hardware failures, will be a high technology priority. If the hardware components are mission critical the business customer will need to be back in business as soon as possible. This can usually be addressed with good server design but in many cases the units may not be fully fault tolerant.

Warranty Services
Server and desktop products today come with a warranty service that—at a minimum—ensures that the parts can be replaced if defective. The remote management features of our network integration solutions allow, provides the ability to pre-diagnose potential hardware failures before they happen (that is, hard drives, RAM and so on). The only challenge to the business customer is ensuring that these components are ordered and installed in a timely manner. We can facilitate these repairs and bill the customer under the non-scheduled or scheduled service plans. The warranty service plans for most manufacturers also offer the ability to upgrade the service on mission critical servers. This allows us to offer a reliable tier 1 solution, as well as upgrade the business customer to the appropriate warranty where necessary.

Non Warranty Services
Some customers will not have the budget to ensure that all of their systems are under warranty. If the units are mission critical we can provide support to these units by ensuring that the customer purchases extra components (also known as “hot spares”) and stores them onsite. Although not a strong solution, it may help the customer at least ensure that if the non-warranty part fails the mission critical system will be up and running more quickly.