Support

Our typical response time to normal service work is 3 to 5 business days, with bigger projects taking longer. For emergency service we offer a response time not to exceed 4 hours (response being a telephone call, site visit, or remote diagnostics), with an Emergency being a loss of the ability to both make and take phone calls. (Our typical response time is currently running around 25 minutes.) Between 9 am and 5 pm Monday thru Friday we have a live person available to handle phone calls, all other times we have an Automated Attendant system with a general mailbox for non-emergency calls and an emergency mailbox for emergencies. The emergency mailbox has an on-call notification list that it goes through to deliver your message. We also have an email box at support@rfcinc.com, where you can leave general questions. This email address is not for emergencies.

If the matter is beyond our knowledge or requires input from the manufacturer our technicians will correspond with the manufacturer. Replacement of warranty equipment goes through RFC. We handle RMA's and advance replacements. For equipment we supply, we cover labor on the replacement of the failed component. If the equipment failure was due to unusual causes or if the failure had any type of cascading effect, it is not covered under warranty. If the equipment was not originally obtained through RFC we will handle the RMA and advance replacement if it is equipment we normally handle, but we do not cover the labor. We do program and service legacy equipment that we did not supply, but as a general rule we do not install or maintain new equipment obtained from sources other than RFC. Telephone technical support is generally not billed unless the question is extremely complicated or is system programming related, and is then billed at the remote maintenance rate.