Rackable's Service Policies provide customers with an overview of how Rackable manages its service offerings and processes. This page presents policy documents that answer service-related, customer FAQ's.
Incident Handling Process
This process document summarizes the various methods of contacting Rackable’s Global Support organization to initiate support requests. It also outlines the general process flow of a typical support case.
Rackable DOA Policy
This policy document defines Rackable’s Dead on Arrival (DOA) policy and outlines the criteria by which Rackable Global Support remedies any DOA reported incident. It includes time criteria for reporting a DOA and lists customer responsibilities.
Rectifier Rack Deployment Checklist
This document provides customers with a basic installation checklist that the Rackable Field Service organization adheres to when installing new equipment in the field.
Standard RGS Escalation Process
This document provides customers with a general process flow for P1 cases that require escalation within Rackable. It details how Rackable Global Support engages Rackable’s executive management to participate in problem resolution.
