A Retained Services Agreement (RSA) is an alternative to a conventional hardware or software support contract which provides cover for specific products on an annual basis setting a particular cost for the period.

It provides a more flexible solution with support purchased in hours as opposed to by individual products. The RSA comprises of an amount of hours, which are used in
15 minute blocks, for either telephone or on-site technical support.

An RSA contract runs for 12 months or until all contract hours are used. When contract hours are all consumed within
12 months then the contract ends or additional hours can be purchased.

Placing a Service Call
When you require software support simply contact Excitech's dedicated helpdesk. Our call logging database allows us to keep track of your call. It also helps us to meet our target response of 90% of calls within 1 hour as well as providing a search facility enabling us to resolve calls faster. Excitech’s comprehensive telephone helpdesk provides invaluable assistance via telephone, fax and email.

Problem Solving
Once the call is in our system we will attempt to diagnose the fault over the telephone.

Benefits
A Retained Services Agreement provides a number of great benefits including:

• Bespoke support as and when you need it
• Quick response to customer queries through our dedicated helpdesk
• Prepay for support hours
• Covers time rather than individual products
• Easy and quick top up of hours if and when required
• Unused time can be carried over to the next year (subject to certain terms and conditions)

The only additional costs during this time are for any spare parts that might be required.