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Annual Support Packages

We pride ourselves on having the best support in the industry. While we include 90 days of free technical support with every software package, we know that customers might also need or want additional coverage. Our Annual Support Packages give customers peace of mind knowing they can simply pick up the phone and call anytime for support or upgrades.

Users with our Annual Support Package will automatically receive the following during the contract term:
Unlimited technical support during normal support hours
Emergency back-up and recovery of RIP Folder on cloud based server
LDK electronic license protection
Remote migration of software from older versions to new versions
Skype, Chat and TeamViewer remote support

Unless otherwise expressly stated, the licensing and use of upgrades shall be subject to the original Harlequin RIP license terms. Hardware upgrades such as computer upgrades are not included. In order to initiate an annual support contract the RIP must be the same version as is currently shipping. Customers using an older version (excluding minor revisions) of the RIP must upgrade to the current version before purchasing a support contract. Annual support contracts begin on the date of purchase and last for 12 months. We offer annual support members the following methods of communication during normal technical support hours (Monday through Thursday 8:30a.m. to 5:00p.m. and Friday 8:30a.m. to 4:00p.m. Eastern Time) excluding holidays:

Telephone
Fax
Email
Online Chat
TeamViewer (remote diagnostics and support)

Additional terms and conditions

LIMITED WARRANTIES, DISCLAIMERS AND LIMITATIONS. RTI warrants that the annual support contract will be provided in a good and workmanlike manner and by qualified individuals with suitable experience to perform the services. RTI can not and will not guarantee that an upgrade will be released during the annual support term.  RTI does not guarantee that every issue presented by you can or will be resolved. NOTWITHSTANDING THE FOREGOING, RTI MAKES NO WARRANTY OR REPRESENTATION EITHER EXPRESS OR IMPLIED WITH RESPECT TO THE SUPPORT SERVICES PROVIDED HEREUNDER, INCLUDING WITHOUT LIMITATION, THEIR QUALITY, PERFORMANCE, MERCHANABILITY OR FITNESS FOR A PARTICULAR PURPOSE.  IN NO EVENT WILL RTI OR ITS SUPPLIERS BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENSIAL DAMAGES, INCLUDING WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS, PROFITS, BUSINESS INTERRUPTION, AND/OR LOSS OF BUSINESS INFORMATION ARISING OUT OF THE USE OF OR THE INABILITY TO USE THE SOFTWARE OR SERVICES EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL RTI’S LIABILITY EXCEED THE AMOUNT PAID BY YOU UNDER THIS ANNUAL SUPPORT CONTRACT.  SOME JURISDICTION STATES OR PROVINCES DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO PARTICULAR CUSTOMERS.

EXCLUSIONS AND RESTRICTIONS. RTI shall have no obligation to support: (a) altered, damaged or modified software; (b) software that is not the then current release; (c) errors caused by your negligence, non-RTI related hardware and software issues; or other causes beyond the reasonable control of RTI; (d) RIP product(s) installed in a hardware or operating environment not supported by RTI; (e) third party software not licensed through RTI or approved by RTI.

RTI reserves the right to cancel an annual support contract at its sole discretion and refund a prorated amount for the remainder of the contract term. Annual support contracts must be paid in full before they become effective. Upgrades may require you to agree to additional or alternative terms and conditions other than as set out in this annual support contract. If you do not agree to the terms and conditions of any upgrade, RTI may decline to provide you with such upgrade.  In the event RTI does not provide additional terms and conditions for the relevant upgrade, the terms and conditions of your original license agreement for the Harlequin RIP shall apply to the upgrade. This annual support contract shall be construed, interpreted and enforced in accordance with the laws of the State of Florida.

For more information or to purchase a support agreement, send a fax with your contact details to 941-924-0699 or email sales@rti-rips.com.  NOTE: By purchasing an annual support contract and paying the applicable annual fee you agree to be bound by the terms and conditions of this annual contract as set forth above, a copy of which will also be emailed to you prior to you purchasing your annual support contract.


Do you have an annual support contract and need help?

When calling in for support we ask that you first download and install TeamViewer Quick Support. Please install TeamViewer on any computers that require remote assistance. Below you will find links to the latest versions of TeamViewer Quick Support. Once you have installed and run the TeamViewer application it will give you an ID and Password which can then be given to an RTI Support Representative over the phone or through our online chat application. If you are using an older operating system you may need to download a previous version of TeamViewer directly from the TeamViewer Website.


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