Comprehensive Service Plan
COMPREHENSIVE SERVICE PLAN
- Keep down time to a minimum
- Unlimited phone support
- On-site and bench repair options
- On-site and bench preventive maintenance options
- Loaner/Replacement options for ID printer and other electronic hardware (cameras, signature panels, label makers and more)
- Software maintenance (support and upgrades)
- Click here to request a custom quote.
IMAGE SALES SERVICE AND MAINTENANCE AGREEMENT
ID Card Printer Service and Maintenance Options
Printer On-Site
• Company technician will contact Customer to diagnose problem and solve any issues related to driver settings, software and basic user maintenance.
• If deemed necessary, Company will send a technician to Customer’s site within two business days of the initial diagnosis. The technician will come with a loaner printer. If your printer cannot be fixed on-site, the technician will leave a loaner printer.
• If a technician is unavailable within this timeframe, Company will deliver and setup a loaner printer to Customer’s site within 2 business days of the initial diagnosis.
• Company will cover the cost of labor.
• Customer will pay for parts at Company's actual cost. No markup.
• Company will cover all technician travel costs.
Printer Bench
• Company technician will contact Customer to diagnose problem and solve any issues related to driver settings, software and basic user maintenance.
• If technician determines equipment needs repair, Customer has two options:
(1) Priority Bench Repair
o Customer will ship or deliver the equipment to Company at Customer’s expense.
o Company will cover the cost of labor.
o Within 1 business day of receipt Customer’s request, Company will ship a loaner printer to Customer.
o Customer will pay for parts at Company's actual cost. No markup.
(2) On-Site Service
o Company will send a technician to Company within two business days.
o Customer will pay for the cost of technician’s travel.
o Company will cover the cost of labor.
o Customer will pay for parts at Company's actual cost. No markup.
o If printer cannot be repaired onsite, technician will leave a loaner printer.
Printer Maintenance
• Company technician will perform on-site preventative maintenance on covered card printers for the number of visits selected per year.
• Service is not on demand. Company will schedule service based on Customer’s location within Company’s service area.
• This service is preventative only. It does not cover any repairs.
• Maintenance includes...
o Extended printer cleaning: running cleaning card, scrubbing all rollers as appropriate, checking and cleaning the cleaning roller, cleaning interior and exterior, filters (if present), mag coder (if present) and lamination unit (if present), and dusting area around the card printer.
o Printer calibration, if needed.
o Driver and firmware updates, if needed.
Other Service Options
Low Value Printer
• Company technician will contact Customer to diagnose problem and solve any issues related to driver settings, software and basic user maintenance.
• If deemed necessary, Company will ship a new or refurbished replacement printer to Customer within two business days of the initial diagnosis.
• Replacement printer may be a different model but with the same functionality.
• Customer will return defective printer to Company at Customer’s expense.
• If Company determines the defective printer was broken due to abuse, or as otherwise provided herein, Customer will be charged for the replacement printer.
• On Customer’s request, Company will send a technician to install replacement printer within two business days; provided Customer will pay for the cost of technician’s travel.
Cameras
• Company technician will contact Customer to diagnose problem and solve any issues related to settings, software and connections.
• If deemed necessary, Company will ship a new or refurbished replacement camera within two business days of the initial diagnosis.
• Replacement camera may be a different model but with the same functionality.
• Customer will return defective camera to Company at Customer’s expense.
• If Company determines the defective camera was broken due to abuse, or as otherwise provided herein, Customer will be charged for the replacement camera.
• On Customer’s request, Company will send a technician to deliver replacement camera within two business days; provided Customer will pay for the cost of technician’s travel.