Mission Critical Support Teams

Reddwerks’ support team is available 24 hours a day, 7 days a week, 365 days a year. We take pride in the systems and processes we have built, and the dedicated team we have assembled to ensure that each of our customers receive the quickest response and resolution possible. To further guarantee customer satisfaction, we have a clearly defined escalation process that ranges from involving our developers to contacting our executive staff and CEO directly. 

To ensure our support is providing the best solutions for our customers, we:

• Track and make viewable all calls made by customers

• Provide root cause analysis for every issue

• Track and report tickets, escalations, and downtime monthly

• Develop and implement software that can automatically notify support of suspect events

• Offer round the clock support staffed by our dedicated support team

• Provide a quick escalation path to back up our support team with project management and development teams, if needed

Schedule Maintenance Requests

When completing customer approved maintenance requests, we follow an internal change-control system to ensure a seamless, stable transition with the least amount of interruptions possible. 

We follow any customer-defined, change-control processes, such as documentation and training. In addition, we handle all notifications to specific IT contacts, managers, and floor supervisors. 

Skilled Support Staff

Our staff is proficient in most operating systems and a variety of database platforms. We can provide customer-specific scripts for tasks such as optimization, notifications, and disaster recovery.   Dedicated and persistent, our support team backs you up with exceptional skill and knowledge, such as: 

• Strong development background

• Experience with network and server administration

• Experience supporting high-availability systems and applications

• Responsiveness and effective communication 

Contact us by email or phone:

Complete the information on the online form to request a Return Material Authorization (RMA) number. Print two copies of the form: one for your records and one to include with your hardware.

When Reddwerks receives this information, a Repair Service Center representative will contact you with an RMA number, or to resolve any questions.

Unless you specify dates, Reddwerks Repair Service Center will repair your devices, bill you, and ship your hardware within five business days for pick-to-light devices and two to three weeks for all other devices. If you require special billing or shipping arrangements, please use the special instructions box to indicate your needs. If you request phone authorization, your availability will affect your turnaround time. 

Reddwerks will not ship your hardware without a purchase order (PO) or a credit card number. 

For POs, please do one of the following:

• Include a copy with your shipment 

• Fax a copy to Reddwerks at  (512) 257-0355

• Send a copy via email to repair@reddwerks.com
  
  

Sending Devices for Repair

Create a label from the RMA kit by checking the appropriate box.  Place the label on the broken or malfunctioning device. When you have the RMA number, write it on both copies of the Repair Order Form. Put one copy in the box with the devices. Maintain the second copy for your records. Write the RMA number on two of the outer sides on the box. 

Ship the package to:
Reddwerks Repair
1122 S Capital of Texas Hwy, Suite 150
Austin, TX 78746

If you need a free RMA kit, contact the Repair Service Center to request one.

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