Equipment Service Level Agreements
Protect your investment
Equipment Service Level Agreements provides access to trained technicians with skills, experience, insight and ability to perform necessary maintenance to keep you up and running.
Equipment Service Level Agreements provides access to trained technicians with skills, experience, insight and ability to perform necessary maintenance to keep you up and running.
Service Level Agreement (SLA) Equipment Maintenance and Support
| SLA Coverage Attributes | No SLA | Standard SLA | Performance SLA |
| On-Site Service Calls | Billable | Included | *Within 4 business hours of designated areas guaranteed. |
| Technical Telephone and Remote Support. 8am-8pm Eastern | Billable | Included | Included |
| Labor & Parts | Billable | Included | Included |
| Preventative Maintenance. 2 per calendar year |
Billable | Included | Included |
| Replacement Print Heads Some exclusions apply |
Billable | Included | Included |
| Satisfaction Guarantee Repair or replace |
N/A | Included | Included |
| Guaranteed Response Time | N/A | N/A | Included |
| Performance Penalties | N/A | N/A | Included |
*Within 8 business hours for supplemental areas GUARANTEED.
*Within 4 business hours for designated areas GUARANTEED.
Our certified service professionals can also provide:
Standard SLA includes all parts, labor, preventive maintenance and a satisfaction guarantee.
Performance SLA includes the Standard SLA plus
Exclusive PIN access for dedicated case management
| Channel | Goal | Notes | |
 |
By Phone | Answer the Phone within 60 seconds | Dial 844-256-6444 |
 |
By Chat | Respond to a live chat request within 30 seconds. | Available Monday-Friday 8am and 8pm ET. |
 |
Create A Case | Representative response within 60 seconds | Make your own support request online. |
