Rochester Software Associates Customer Service & Support

RSA Customer Service - Our commitment to your success

Customer Service provides the following to current RSA customers under maintenance:

• Installation services
• Product support
• Upgrades and on-going maintenance of our software and hardware
• Prompt response to operational questions.

At Rochester Software Associates our number one goal is your success and satisfaction. This starts with the right print workflow software for your unique needs. We create a Statement of Work (SOW) that defines how each solution will operate. We follow through and continue to work with our customers and partners until the workflow solution is fully operational, as specified.

Here's how we're different:

• Speak live with RSA Service when you call us during normal business hours. You'll get an expert right away. You won't speak with "level one" support, or someone who isn't familiar with your implementation or the RSA software applications you are using. We immediately begin diagnosis or answer questions with our instant, secure remote access to your system.
• We have the fastest time to resolution in the industry. Technical Analysts own an issue from start to finish, with local access to developers and key resources that are needed to address or correct customer issues or concerns.
• Our Technical Analysts are subject matter experts with decades of experience in a wide range of areas, including: security, operating systems, print hardware, print workflow, digital printing software and printing applications. We have the ability to develop creative solutions to any of the issues you may encounter.
• RSA has a service level agreement for the fastest response time when you need it most. "System down" calls have highest priority with a maximum response time of 30 minutes. All other calls receive a response in less than 4 hours or end of business day (5 PM your local time).
• RSA offers a service plan to meet your business schedule. The standard plan covers calls from 8AM - 5 PM (your local time) 5 days per week. Extended plans provide 24x7coverage.

Implementation - Rigorous processes to ensure your success

All implementations are conducted in-house at RSA by product-specific Technical Analysts. Every implementation is tailored for the customer, depending on the complexity of the solution. Typical implementations may include an installation survey (a planner), pre-installation meetings, remote access and testing, configuration meetings, documentation, system configuration prior to shipment, system operation conformance testing and solution validation, acceptance, training, customer pilot, and full roll out. RSA pre-configures servers with remote installation using a variety of time-tested processes to ensure the digital print workflow solution is implemented on your timeline and with the highest levels of customer satisfaction. Our implementation processes have been repeatedly proven over decades of use in large-scale, security-conscious enterprises.

Customer Care Leadership

Alan Wood is the Director of Service Operations and Information Technology at RSA. His primary responsibilities include management of implementation, support, training and IT. Alan has 20 years of experience managing a service organization including complex enterprise implementations with extensive experience in networking, network security, disaster recovery and system hardware.

Chris Plate is Manager, Customer Service. Chris has 25 years of printing industry experience, and is an 11 year employee of RSA. Chris's extensive background in the details of our processes, uniquely positions him to work with his staff to successfully complete complex installations and support of the RSA products.

Contact Us today to learn more about service and support.

* For immediate response, call our support center at 585.327.7129

• For other service needs, see our professional services, and training pages, or contact service.
• Current WebCRD and QDirect customers can also access our online customer forum where you can ask questions, exchange information with other RSA customers, and receive additional information online. To get started today, visit our customer forum page, and request your login.