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.

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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.

Features

Global Support

Customizable service options

Proven results

Mitigate business risk

Benefits

Take advantage of our world-class expertise

Our certified service professionals can also provide:

Product installation and support.
Employee training.
Mailstream consulting.
Database maintenance.
On-site assistance during periods of high-production.

Select the ideal maintenance plan for your unique needs

Standard SLA includes all parts, labor, preventive maintenance and a satisfaction guarantee.

Performance SLA includes the Standard SLA plus

Guaranteed response times.
Application support.

PB’s Premier Support supplement is a new optional add-on to SLA coverage for select hardware which includes:

Exclusive PIN access for dedicated case management

Expedited “front of the line” call routing
Direct Access to top tier Case Managers (HIPAA certified and classified security clearance Case Managers may be available for an additional fee – contact HYPERLINK "mailto:premiersupport@pb.com" premiersupport@pb.com for details)
Assigned Account Manager for quality and satisfaction assurance
Semi–annual support review by Account Manager
Expedited shipping if parts are required
Access to additional client defined remote resolve tools

Technical Support Overview:

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.