rDrive

HighPoint RocketCare

Premium Customer and Product Support Services for rDrive Customers

HighPoint understands the intense pressure media professionals face on a daily basis. The high-stress nature of today’s fast-paced work environments, looming deadlines, and constant influx of data, highlight the critical importance of today’s storage investments. Even the smallest of problems, if not dealt with in a timely and logical manner, can quickly spiral out of control; mitigating such risk calls for a level of Service and Professionalism far beyond conventional email or forum-based technical support.

To address this very real need, HighPoint has launched RocketCare; an advanced product support plan available to all rDrive customers. The first 90 days are available free of charge, and two distinct tiers of service are available: Classic and Premium.

RocketCare Features

Online Web-Portal Support

Contact our Support Staff using our Online Web Support Portal. This service is available for all HighPoint customers, and is open 24-7-365. Customers can register new products, submit technical or presales inquiries, create support tickets, and request RMA's for any product still under warranty.

Phone Support

Speak directly with our in-house Support Staff for guidance or to resolve technical issues.
Phone support is available from 9:00 AM-12:00 PM, and 1:00 to 6:00 PM, PST.

Standard Hardware Replacement

This optional service allows customers to return HighPoint products for testing purposes, upon referral from a Support Representative, to determine if the unit in question requires repair or replacement. Typically, tests take between 3-10 working days.

Advanced Hardware Replacement

This optional service allows customers to return HighPoint products for testing purposes, upon referral from a Support Representative, to determine if the unit in question requires repair or replacement. Typically, tests take between 3-10 working days.
HighPoint will provide a temporary replacement unit while your primary unit is being tested.
Replacement requests submitted before 11:00 AM PST will be shipped the very same day.
Note: Customers will need to return the temporary replacement unit within 30 days, or their credit card will be charged for the full retail price.

rDrive Upgrade Assistant

rDrive Upgrade Service is designed for customers that need to migrate or upgrade an existing RAID array to a different host connection, such as USB 3.1 to Thunderbolt™ 3, or expand available storage capacity. HighPoint Support Staff is available to answer questions regarding compatibility, and provide step by step instructions for moving an existing configuration to new rDrive storage unit and host platform.


Seagate Rescue Plan

Seagate’s data protection services and rescue plan is available to rDrive customers.
In any given year, as many as 25% of all PC users will experience data loss. Though drives can be easily replaced, data is another matter altogether. The risk of losing customer assets or mission critical data is something few professionals ever want to experience, first-hand.
Seagate’s rescue plan can shield rDrive storage configurations against the risk of data loss, and provides a range of recovery and replacement services.
24/7 case status tracking
Data can be restored within as little as two days, depending on the type of recovery.
Your data returned to you either through online cloud storage or a new drive if needed.

Service Standard Classic: 1 Year Classic: 3 Years Premium: 1 Year Premium: 3 Years
Portal Support x x x x x
Phone Support First 90 days x x x x
Standard Hardware Replacement x x x x x
Advanced Hardware Replacement First 90 days x x x x
Moving Kit x x x x
rDrive Upgrade Assistant x x x x
Seagate Rescue Plan x x

 

For more information and pricing for the Data Rescue Services,
please contact our Sales Department.