Advanced Exchange with Onsite Dispatch
RTG offers replacement parts and labor during specified hours of performance for hardware maintenance. Under this program, if a problem cannot be resolved remotely, RTG will dispatch a technician to the equipment location. In addition, a replacement piece of equipment will be sent to the site. The technician will provide the necessary repairs or replacement of the failed equipment. If the existing equipment is found to be defective, RTG will box that equipment and leave it for store personnel to return to RTG's Depot Center for repair.
Calls and shipment of equipment will be handled as they are under our Advanced Exchange program. However, this additional service provides for a technical resource to meet the equipment after it has been delivered to the site.
Under this program dispatches will be defined as either Priority 1 (P1) or Priority 2 (P2) calls. Priority 1 calls will require a technician to be onsite by the Next Business Day. Priority 2 calls will require a technician to be onsite within 48 hours. The priority levels are associated with the type of equipment used and designated by the customer.