Equipment Service Level Agreements
Protect your investment
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.
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. |
For information on service offerings and level of support,
download the Pitney Bowes Technical Support Overview.
Click on the icon below.
