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 RCSC
Rochester Customer Solution Center
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Preloading IBM and customer software
A processor cannot perform a customer's application without the right software. RCSC can preload the software much more efficiently than a user or service technician on site. This includes preloading IBM, ISV and customer software, addressing host device, loading distribution tapes, packaging documentation and other unique customer requirements.
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Inventory Receiving/Tracking/Storage
Each part received by the RCSC is for a specific customer contract. As these units arrive at the RCSC, they are logged into the Realtime Interactive Inventory System (RIIS). This system assigns each part a location in the warehouse and maintains electronic records of all customer inventory.
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Hardware Customization/Configuration
Rarely is "off-the-shelf" equipment the complete answer to a customer's requirements. RCSC will install IBM and other manufacturers' parts per customer specifications before shipping the equipment to the customer. There are configuration switches and files to be updated whenever new features are added. RCSC can do this for the customer which will save installation time at the customer site.
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Hot Spares
If equipment at a customer location should suffer a hard drive failure normally that would mean a considerable amount of system downtime. The service technician would have to order the hard drive and install it, then acquire and load all the software before turning it over to the Customer to begin recovery. The RCSC can load hard drives with the appropriate software already loaded (Hot Spares) and ship them or other parts to a customer site by premium methods. Therefore, the service technician can merely replace the hard drive and the customer is ready to begin recovery. No time is lost looking for the correct backup tape or loading and configuring the software.
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System Tests
In the case of very complex system configurations, it could be most advantageous to the customer to have the entire system (all components) assembled and tested as a total package before shipment. This verification process will simulate complete system connectivity prior to field installation.
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Customized Packaging/Shipping
Sometimes the "big square box" does not fit the customer's requirements. RCSC can arrange special packaging, special carrier handling, unique banding or taping, inside delivery and other related services to meet the customer's requirements.
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Refurbishing
In many instances, the equipment being replaced may still have value to another part of a customer's business strategy. For this, we provide our refurbishing process. System teardown with internal and external cleaning, along with hardware updates, will result in refurbished quality product.
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Warranty Entitlement
Many system configurations shipped by the RCSC include units not manufactured by IBM. However, these units may carry a warranty from the manufacturing company. RCSC will work with the customer on required warranty procedures.
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