Ensuring our talented and knowledgeable team are engaged throughout your journey with us.
The RKTPL Product Support Team delivers the support services required for business and professional needs. Our product experts deliver Tier 1, 2 and 3 technical support directly to new and contract-entitled customers including the following services:
- Basic Support Package – Technical Support during office hours
- Premium Support Package – Basic + 24x7x365 emergency access
The RKTPL Service Guide outlines the specific details for obtaining technical support. The guide is available from an account manager. Refer to the Service Guide for services and options specific to individual support plans, including guidelines for problem severity and the technical resolution escalation process.
Obtaining Technical Assistance
RKTPL maintains a strong global presence, operating Technical Response and Service Centers around the world. These centers are available for technical telephone support to entitled customers during normal business hours.
Before contacting technical support, have the following information available:
- Product information
- Software and hardware revisions
- Serial numbers
- Description of issue or problem
- Known causes
- Trouble locating and clearing attempts
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