Support & Warranty | RDP - Most Affordable Modern PCs, Laptops, Tablets, Desktops, AIO, Thin Clients

Our Philosophy

The Best Way to Address Support Is by Eliminating It

RDP's support philosophy begins at the manufacturing floor — with 3-stage quality control, PassMark burn-in testing, and ERP traceability on every device. When support is needed, our CRM-driven process ensures structured, measurable, and accountable resolution.

Prevention First

3-stage quality control (IQC, IPQC, OQC) and PassMark burn-in testing eliminate defects before devices leave the facility — reducing DOA to near zero.

CRM-Driven Resolution

No manual process. Every ticket — from creation through RMA to spare part tracking — runs through a fully integrated CRM system with defined SOPs.

Measured Outcomes

CSAT and NPS scores are tracked and reviewed to continuously raise the standard. One satisfied customer is equal to five sales people.

"We believe one satisfied customer is equal to five sales people. That belief drives every process, every SLA, and every interaction in our support ecosystem."

— RDP Support Philosophy

Raise a Ticket

Three Windows to Reach Us

Raise a support ticket through any of these three channels. A unique CRM ticket number is generated instantly for end-to-end tracking.

Support Helpline

Call our dedicated support line for immediate ticket creation and initial troubleshooting by qualified engineers.

+91 720 794 8743

Support Email

Email us with your device serial number and issue description. A CRM ticket is created automatically upon receipt.

support@rdp.in

Website Contact Form

Submit a support request through the website. The form captures device details and routes directly to the CRM for ticket assignment.

rdp.in/contact

Support Process

From First Call to Resolution

Every support ticket follows a structured SOP — no exceptions. The CRM tracks each stage with defined TATs and automatic escalation triggers.

1

Ticket Creation

CRM ticket with unique ID via any support channel

2

Warranty Validation

Device serial number verified in CRM for warranty status

3

Remote Diagnosis

Inside support team attempts resolution via remote desktop

4

On-Site + RMA

Engineer dispatched. Component replaced same-day if needed

5

CSAT & Close

Sign-off → 3-4 day follow-up → feedback → ticket closed

B2B / B2G Support Lifecycle

Complete Ticket Lifecycle — Step by Step

For institutional, government, and enterprise customers, every support interaction follows this structured 9-step lifecycle. No shortcuts. No manual workarounds. Every step is CRM-tracked and SLA-governed.

1

Customer Action

Raise Ticket via Any Window

Customer raises a support request through any of the three channels — support helpline (+91 720 794 8743), email (support@rdp.in), or the website contact form. A CRM ticket is created instantly with a unique ticket number for end-to-end tracking.

2

Support Team

Warranty Validation via Serial Number

Support executive validates warranty status by looking up the device serial number in the CRM. The system confirms warranty coverage, purchase date, product category, and applicable SLA tier. If the device is under warranty, the ticket is routed to the inside support department.

Out of Warranty? Customer is informed about paid service options. If approved, the ticket moves forward under paid RTB (Return to Bench) service.

3

Inside Support

Remote Diagnosis & Resolution Attempt

The inside support team contacts the customer and attempts to resolve the issue remotely — via phone guidance, email instructions, or remote desktop access. Many software, configuration, and driver-related issues are resolved at this stage without any physical intervention.

Resolved remotely? Ticket moves directly to Step 7 (Customer Sign-Off). No on-site visit needed.

4

Field Operations

On-Site Support Engineer Dispatched

If remote resolution is not possible, a certified on-site support engineer is dispatched to the customer location. The engineer performs physical diagnosis, runs hardware tests, and identifies the root cause — whether it's a component failure, assembly issue, or environmental factor.

5

RMA — Same Day

Component Identified → Same-Day RMA Dispatch

If the on-site engineer identifies a defective component, the RMA replacement part is dispatched the same day from the nearest spare parts inventory point. The CRM triggers the logistics workflow automatically — no manual coordination required.

CRM Integration: The RMA spare part ticket is linked to the original support ticket. Logistics is integrated — pickup, dispatch, and delivery are tracked in real time.

6

Field Operations

RMA Engineer Replaces Component & Retrieves Defective Part

The RMA engineer visits the customer site, replaces the defective component with the replacement part, verifies full system functionality, and retrieves the defective component. The defective part is returned to the RMA center for failure analysis and inventory reconciliation — complete lifecycle traceability.

7

Customer Sign-Off

On-Site Confirmation & Customer Sign-Off

Once the issue is resolved — whether remotely or on-site — the customer signs off confirming the problem is solved. This sign-off is captured in the CRM and triggers the closure workflow. The device is verified functional before the engineer leaves.

8

Customer Success

CSAT Follow-Up (3–4 Days Post-Resolution)

After 3–4 days, a customer success agent contacts the customer to collect feedback, satisfaction rating, and confirm the issue has not recurred. This is not a formality — the CSAT and NPS data feeds directly into the continuous improvement cycle and is reviewed in quality review meetings.

9

CRM

Ticket Permanently Closed

The ticket is permanently closed in the CRM with full audit trail — every interaction, every status change, every component replaced, every sign-off, and the final CSAT score. This data is available for reporting, trend analysis, and future reference.

Continuous Improvement

A Dedicated Team That Never Stops Improving

RDP has a dedicated support process improvement team that continuously analyzes ticket data, CSAT feedback, NPS trends, and failure patterns to refine SOPs, reduce resolution times, and eliminate recurring issues at the root cause level.

CSAT & NPS Analysis

Every resolved ticket generates CSAT data. NPS scores are tracked monthly. Trends feed directly into process improvement priorities.

Root Cause Analysis

Recurring issues are flagged for RCA with the PLM and QC teams. Findings drive changes in manufacturing, assembly, or component sourcing.

SOP Refinement

Support SOPs are reviewed quarterly. TATs, escalation triggers, and resolution workflows are updated based on real-world performance data.

Engineer Upskilling

Support engineers undergo regular training based on new product launches, common failure modes, and evolving customer requirements.

"Support is not a cost center at RDP — it's a competitive advantage. Every ticket closed is data. Every data point is an opportunity to build a better product and a better process."

— RDP Support Operations

Coverage Reach

15,000+ Pincodes. Pan-India On-Site Support.

India has approximately 19,300 pincodes. RDP's on-site support network covers over 15,000 of them — reaching approximately 78% of the country and matching the reach of leading multinational IT hardware brands.

15,000+

Pincodes with On-Site Support Coverage

Out of ~19,300 total pincodes in India — covering metros, tier 2, tier 3 cities, and semi-urban locations across all states and union territories

Metro & Tier 1 Cities

Full on-site coverage across all major metros — Delhi NCR, Mumbai, Bengaluru, Hyderabad, Chennai, Kolkata, Pune, Ahmedabad, and more.

Tier 2 & Tier 3 Cities

On-site support extends deep into district headquarters, taluka towns, and semi-urban locations — critical for government and institutional deployments.

ASC Network + Regional RMA

Authorized Service Centers in key locations with CRM-integrated ticketing. Regional RMA centers for faster turnaround in high-volume regions.

Remote Locations via Logistics

For locations beyond the on-site network, CRM-integrated logistics ensure RMA pickup and dispatch with full traceability.

CRM-Driven Operations

No Manual Process. Everything in CRM.

End-to-End CRM Workflow

RDP has developed a fully integrated CRM system that covers the entire support lifecycle — from basic ticket creation to RMA spare part management. ASC partners have web access to track assigned tickets and update status in real time.

Unique ticket number for every interaction
Automated ticket routing based on product and location
ASC web portal for real-time ticket tracking and updates
RMA spare part ticket management within CRM
Logistics integrated with CRM for RMA pickup and dispatch
Complete traceability of RMA inventory — entire lifecycle

Qualified & Certified Engineers

RDP support engineers are trained, qualified, and certified on every product category. Noise-cancellation headphones ensure clear communication. The support department works closely with the PLM team to ensure timely access to product-specific knowledge and updates.

Product-specific training and certification
Noise-cancellation headphones for clear communication
Direct coordination with PLM team for technical updates
SOP-driven workflows — no ad-hoc troubleshooting
CSAT and NPS measurement on every resolved ticket

Industry First

Only Indian OEM with Fully Integrated CRM Across All ASCs and RMA Centers

RDP is the only Indian IT hardware OEM that operates a single, integrated CRM system connecting all Authorized Service Centers and RMA centers across pan-India. Every ticket, every spare part, every RMA device — tracked in one system, controlled by the OEM. No fragmented third-party tools. No blind spots. Complete process control from headquarters to every last-mile service point.

RMA Infrastructure

Global RMA Center. Regional Presence.

RDP's RMA infrastructure covers the full device lifecycle — from pickup to repair, testing, and return — with CRM-integrated logistics and complete traceability at every stage.

Centralized RMA Operations

The Global RMA Center at the Nacharam manufacturing facility handles all complex repairs, board-level diagnostics, and warranty replacements. Regional RMA centers in key locations provide faster turnaround for common issues.

Global RMA Center at Nacharam, Hyderabad manufacturing facility
Regional RMA centers in major locations across India
CRM-integrated logistics for pickup and dispatch
Complete traceability of RMA inventory — entire lifecycle
Turnaround time governance with SLA adherence

Warranty Coverage

Warranty Options Built for Your Deployment

RDP provides warranty across all product categories — Desktops, Laptops, All-in-One PCs, Workstations, Servers, Thin Clients, Mini PCs, and Tablets. Warranty tenure depends on the product category and project requirements.

1

Year

Standard Warranty

Default warranty included with all RDP products. Covers manufacturing defects in materials and workmanship under normal use conditions.

All Product Categories

3

Years

Project Warranty

Available for institutional, government, and enterprise deployments. Commonly opted for bulk procurement, GeM orders, and fleet standardization projects.

Desktops · AIOs · Servers · Workstations · Thin Clients

5

Years

Extended Warranty

Maximum coverage for mission-critical deployments. Includes lifecycle spares commitment, dedicated escalation path, and custom SLA terms as per project agreement.

Enterprise · Government · Data Center Projects

Proof of Purchase

Invoice or Purchase Order serves as proof of purchase. Warranty period commences from date of purchase.

Service Type

On-Site, Return to Bench (RTB), or SBD/NBD — depending on product category, project terms, and SLA agreement.

Custom SLA

Tailored warranty and SLA terms available for government, enterprise, and institutional deployments with specific project requirements.

Standard Warranty Terms & Conditions

RDP warrants that hardware products are free from defects in materials and workmanship under normal use during the applicable warranty period.
The warranty period commences from the date of purchase as shown on the invoice or purchase order.
This warranty extends only to the original purchaser and is non-transferable.
Within the warranty period, RDP will repair or replace defective parts at no additional charge.
All exchanged parts and replaced products become the property of RDP. RDP reserves the right to use serviceable refurbished parts that meet performance specifications.
Repaired or replaced devices carry warranty for the balance of the original warranty period or 90 days from repair date, whichever is longer.
On-site warranty service, where applicable, is available across India at locations accessible by road transport.
Warranty support is provided during normal business hours.
During RMA processing, customer response is required within 3 follow-ups. Tickets without response for 90 days will be moved to CSP (Customer Side Pending) and subsequently closed.

Warranty Exclusions

Damage due to transportation, fall, extreme temperatures, shock, improper use, mishandling, or negligence after purchase.
Damage from natural disasters, fire, flood, lightning, or acts of God.
Damage from connection to irregular voltage sources.
Products altered, modified, or repaired by unauthorized parties.
Products not purchased from RDP or through RDP-authorized distributors and resellers.
Any pre-loaded software — all software is provided "as is" without warranties of merchantability or fitness for purpose.
Recovery of corrupted storage media beyond original factory state. Customers are responsible for backing up data before service.
Physical damage including cracks, dents, scratches, water marks, or damage from drops and spills.
Damage from computer virus attacks or use of unauthorized third-party components.
Parts requiring replacement due to normal wear and tear, corrosion, or rust.
Products where the serial number has been removed, altered, or obliterated.
Products installed and used outside India, unless supplied through authorized international channels.

Note: All out-of-warranty devices are eligible for paid service under RTB warranty. RDP and its subsidiaries, affiliates, and authorized service providers shall not be liable for special, incidental, indirect, or consequential damages. This warranty is valid only in India for products supplied through authorized channels.

Enterprise & Government

SLA-Backed Support for Servers & Workstations

Mission-critical infrastructure demands mission-critical support. RDP offers Same Business Day (SBD) and Next Business Day (NBD) on-site support for servers and workstations, with on-premises support for large deployments.

On-Premises & Priority Support

For large-scale institutional deployments, RDP provides on-premises customer support — dedicated engineers stationed at the customer site. For servers and workstations, SBD/NBD response ensures minimal downtime for mission-critical operations.

Same Business Day (SBD) support for servers and workstations
Next Business Day (NBD) on-site engineer dispatch
On-premises dedicated support for large deployments
Custom SLAs aligned to project-specific requirements
Dedicated escalation matrix for enterprise accounts

Customized Support for Government Projects

For specific government and institutional projects, RDP provides customized support solutions tailored to project-specific requirements — including dedicated on-premises teams, custom SLAs, project-specific escalation matrices, and compliance-ready documentation.

Mission-Critical SLAs

Data Center & AI Infrastructure: Critical Support Timelines

Data center downtime costs enterprises lakhs per hour. AI training interruptions can set back project timelines by weeks. RDP's critical infrastructure support is built for uptime — with response commitments that match the urgency of your operations.

4

Hour Response

Critical Severity

Production down or major functionality impacted. Engineer dispatched within 4 hours of ticket creation for on-site diagnosis and resolution.

Rack Servers · GPU Servers · Storage

8

Hour Response

High Severity

Degraded performance or redundancy loss. Remote diagnosis initiated immediately with on-site engineer within 8 hours if required.

Workstations · Network Infra · AI Nodes

NBD

Next Business Day

Standard Severity

Non-critical issues. On-site engineer dispatched next business day. Remote support available immediately during business hours.

All DC & AI Infra Products

Infrastructure-Grade Support Operations

RDP's data center and AI infrastructure support goes beyond break-fix. Dedicated teams, pre-positioned spares, and proactive monitoring integration ensure that critical environments maintain the uptime your operations demand.

4-hour on-site response for critical severity (production down)
Pre-positioned spare parts inventory for high-priority deployments
Dedicated technical account manager for DC/AI infrastructure accounts
Remote health monitoring integration for proactive alerting
Quarterly business reviews with support metrics and trend analysis
RMA fast-track for servers, GPU nodes, and storage components

Escalation Framework

Defined Escalation. No Ambiguity.

Every unresolved ticket follows a defined escalation path with automatic triggers at each level. No ticket stays unresolved without accountability.

Level 1

Support Engineer

Initial diagnosis and resolution attempt by assigned engineer within SLA window

Level 2

Team Lead

Escalation for complex issues requiring senior technical review or cross-team coordination

Level 3

Support Manager

Management-level escalation for SLA breaches, recurring issues, or customer satisfaction concerns

Level 4

Leadership

Executive escalation for critical accounts, project-level issues, or systemic quality concerns

Why Trust RDP Support

Support Credentials

CRM-Driven Operations

Defined SLAs & TATs

SOP-Based Workflows

Certified Engineers

Nationwide ASC Network

CRM-Integrated Logistics

CSAT & NPS Tracking

4-Level Escalation Matrix

Support Helpline

Noise-Free Communication

Support That's CRM-Driven, Not Manual

The Best Way to Address Support Is by Eliminating It

Prevention First

CRM-Driven Resolution

Measured Outcomes

Three Windows to Reach Us

Support Helpline

Support Email

Website Contact Form

From First Call to Resolution

Ticket Creation

Warranty Validation

Remote Diagnosis

On-Site + RMA

CSAT & Close

Complete Ticket Lifecycle — Step by Step

Raise Ticket via Any Window

Warranty Validation via Serial Number

Remote Diagnosis & Resolution Attempt

On-Site Support Engineer Dispatched

Component Identified → Same-Day RMA Dispatch

RMA Engineer Replaces Component & Retrieves Defective Part

On-Site Confirmation & Customer Sign-Off

CSAT Follow-Up (3–4 Days Post-Resolution)

Ticket Permanently Closed

A Dedicated Team That Never Stops Improving

CSAT & NPS Analysis

Root Cause Analysis

SOP Refinement

Engineer Upskilling

15,000+ Pincodes. Pan-India On-Site Support.

Metro & Tier 1 Cities

Tier 2 & Tier 3 Cities

ASC Network + Regional RMA

Remote Locations via Logistics

No Manual Process. Everything in CRM.

End-to-End CRM Workflow

Qualified & Certified Engineers

Only Indian OEM with Fully Integrated CRM Across All ASCs and RMA Centers

Global RMA Center. Regional Presence.

Centralized RMA Operations

Warranty Options Built for Your Deployment

Standard Warranty

Project Warranty

Extended Warranty

Proof of Purchase

Service Type

Custom SLA

Standard Warranty Terms & Conditions

Warranty Exclusions

SLA-Backed Support for Servers & Workstations

On-Premises & Priority Support

Customized Support for Government Projects

Data Center & AI Infrastructure: Critical Support Timelines

Critical Severity

High Severity

Standard Severity

Infrastructure-Grade Support Operations

Defined Escalation. No Ambiguity.

Support Engineer

Team Lead

Support Manager

Leadership

Support Credentials

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