Rimage Services provides reliable, quick, and courteous support to help you get back into production without delay. Our multiple layers of technical and customer-focused teams deliver the utmost satisfaction when you need it. Mission critical, enterprise-level applications require superior support; "waiting" or "second attempts" are not options.

Rimage provides direct links to our call center staff and service offerings with quick, on-site technical expertise or fast, reliable unit exchanges. We utilize state-of-the-art telephone systems, internet-based and direct-to-voice troubleshooting techniques supported by our CRM and online knowledge base systems to track and follow up on each service intervention.

Rimage Services continues to lead the industry in delivering unmatched support and maintenance offerings.

Recertification Process:

The Recertification Utility is a tool designed to simplify the process of collecting performance and functional data from a Rimage system. The tool was designed to collect performance data on a system allowing Rimage to confirm functional integrity without requiring that the system be shipped to the Rimage factory. This provides a significant cost savings to our customers and a more efficient process to convert systems to a Rimage maintenance program.

The utility runs a quick diagnostic of the system, collects log file history, serial number, firmware versions, and error codes. It then saves the information to an image file, creates a unique label file and processes the job. All you need to do is mail the disc to Rimage technical support for evaluation and approval.

Please note that we never collect user data or use the recertification information to identify or contact our customers.

Refer to the Rimage KnowledgeBase for more information, additional uses for the utility, and system requirements, or Download the instructions and utility here.

On-site agreements include:

• The most direct access to our technical call center, which provides the highest live answer rate and quickest support delivery.
• In-depth internet diagnostic tests and troubleshooting to resolve many questions over the phone or pinpoint field service requirements.
• Field Engineers who arrive the Same Business Day, Next Business Day, or Second Business day.
• Software updates that provide the latest software features.
• All labor, travel expenses, and Factory Certified replacement parts (excluding consumables and print heads).
• "No Cost" parts returns (when applicable). Replacement autoloaders, printers, or any parts used on-site arrive with pre-paid return shipment labels.
• Preventative maintenance that reduces problems before they arise.

Rapid Exchange agreements include:

• Same day shipment of replacement Autoloaders or Printers, ordered before 2 PM CT.
• Direct access to our technical call center providing online technical troubleshooting and diagnostics.
• Next Business Day Exchange Equipment freight, repair labor, and all parts expense (excluding consumables and print heads). Customer pays ground freight on returning system.
• Factory Certified, inspected and quality tested replacement autoloaders and printers.
• Software updates providing the latest Software Features.
• Same day email/online support.
• Due to customer installed software and internal components, the Rimage Control Center will be repaired at the Rimage factory as an expedited repair.

Software Maintenance agreements include:

• Complete software updates -- packaged with an overview of new features and enhancements and detailed installation instructions.
• Detailed overview and notification of service pack releases available as an internet download.
• Direct access to our technical call center providing online technical troubleshooting and diagnostics.
• Upgrade protection ensuring your business has the most up-to-date version of our robust software suite during the duration of your agreement as soon as it becomes available.
• Simplified asset management as we deliver individual software update packages for each Rimage Server.
• Long-term compliance with Rimage system specifications, ensuring that you remain on par with the software technology curve.
• Reliable operation and uniform training for each of your operators across multiple systems or locations having the common up-to-date Rimage software.