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What does it all mean?

Our Support is simple...

It covers your machine to the best of our ability at the time you most desperately need it.

Do you want to stick your head into a machine and try to figure it out?

More often than not you have too many things to do.... let us save you time and money. 

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Details Not all details apply to all customers. Reference your invoice for details. LAST UPPDATED 1/3/2023

Response time is within 30 minutes or less holidays excluded. 

 

ONSITE RESPONSE: 

less than 48 hours if required. Cost associated with travel vary depending on timeframe. 

 west coast and Hawaii may vary slightly. (Payment for travel due prior to dispatch)

PHONE SUPPORT -

Unlimited application and technical assistance Appointments

  • Includes priority response time Same Day or less in most cases.

  • Quick Question you are not quite sure how to ask? submit a ticket, Shoot us an email, Text or just give us a call

  • You have a dedicated phone number to call, Please call that number when requesting support, We have many calls a day and try to keep track of each and every person maintaining the 30 minutes or less... Calling from the dedicated number ensures we can keep track of your tickets, Issues and such. 

REMOTE TRAINING -

We can log onto your machine to address any questions or issues you may be dealing with. We use a number of platforms including Zoom, Teams, Google and Facetime. All safe and secure. ALL REQUIRE INTERNET CONNECTION ​

  • EMPLOYEE REPLACMENT OPTIONS WITH TRAINING-You read that correctly, Lose an employee? cant hire a new one fast enough? we come in, Replace that employee, Train your new employee how to run that flatbed cutter at factory level training from someone who worked for the company. 

    • Hourly and weekly rates available for employee fill in​

    • Training one on one with new employee

    • don't lose production time again.

ONSITE VISIT (Included on Elite Packages, Does not require costs for travel)

 Includes a PM or Training - travel to your facility for more hands-on training. Improve your technical understanding, maximize the uptime of the equipment and, increase productivity & workflow and get introduced to new applications to expand your product offerings. this Visit Virtually pays for the entire package alone.

NOTE THAT WE RUN SPECIALS AND PROMTIONS, PM VISITS ARE BASED ON THE CONTRACT AND NOT AS AN OFFERING

 

FILE AND WORKFLOW SUPPORT

have a tricky file you need help with, maybe your operator is out sick?  send it to us, We will help correct it and get it cut ready for you.

-Single work

-Multi Day full Work flow support options available

1, 2 and 5 year options available as well with discounted rates. Financing available with references. 

Supported Software:

WinCNC, OPTISCOUT, CUTCENTER, CALDERA, ONYX, COLORBYTE, IECHO, COREL,ADOBE SUITE, FIERY, ENGVIEW, XEROX, IBRIGHT AND IBRIGHTCUT to name a few

CHAT SUPPORT OPTIONS

You have the ability to shoot us a chat message on the site, This will allow you to get help via chat. We do recommend submitting a ticket but if you choose or need to use the chat function it is available to you. 

DISCOUNTS ON SERVICES

by participating in our Service packages or consulting programs you are also part of the discount program, If there is an unscheduled service call, An emergency onsite replacement training, Anything that does not fall under the scope of your original package we will travel to your facility, all costs are added up at the end on your invoice, The good news is..... All your travel and Labor is billed at 30% off for being a customer of ours

WHAT HAPPENS IF WE CANNOT FIX OR RESOLVE YOUR ISSUE? 

Like anything else there are exceptions, These exceptions can include underlying conditions, They can result in Elements out of your control, or there just is not a solution for your particular problem, As much as id love to say thats never going to happen I just could not say that it wont.. With that said, Here are a few guidelines to go by;

  • In the event your computer and or Equipment is hit by an electrical event or damaged that would be out of the scope of this Package. 

  • complete Computer failure due to age, Condition etc

  • Machine failure due to Age, Condition.

  • External factors, Mother nature especially.

  • Floods, Storms are an example. 

When these events happen, we will follow the package details to the very last option, Remote support, Onsite, repairs and such, IF we have exhausted all options we will reach out to the manufacturer to help resolve the problem at which point they may recommend parts replacements, We will work with you and the manufacturer to help resolve you issue. 

TRAVEL AND ACCOMODATIONS

The moment you contact us for a dispatch, we will coordinate to make that happen. Depending on where you are in the world will decide how quickly we are able to get onsite: HAWAII, CALIFORNIA, CANADA and all INTERNATIONAL locations generally are still only a day away but will always carry an increased cost, We work with our airlines to get the most competitive pricing and having the status that we have allows us to get flights most people cannot. 

  • if you need same day, or next day service you must let us know by Noon that day.

  • while we effort immediate dispatch its not always possible, we will communicate with you to establish an ONSITE time and departure.

  • Delays outside of our control, air traffic, Storms, weather are out of our control when traveling and may or may not affect how quickly we arrive, We will do what we can to arrive as promised day or night.,

  • WE don't have set hours, I believe the day is over when the job is done, If this conflicts with your own operating hours please let us know prior so we can adjust accordingly, We don't want to rush to your facility at 5pm and you've gone home at 4pm... we work until the job is done to help with costs of the trip as well as downtime. all of this will be Discussed prior to dispatch. 

NEED TO KNOW INFORMATION

Priority Dispatch Options are only available to Subscribed customers, simply put we prioritize customers that have signed up for the support packages, Not that we cannot work with you, We just cant promise a 48 hour or less dispatch based on the needs of our other customers. 

 

PHONE SUPPORT AND CALL IN OPTIONS

same rules apply with phone support availability, WE cannot prioritize "walk in" customers, However if the option is there and we can squeeze you in we will be happy to do so.

These are billed up front at $300.00 per incident. A payable invoice will be sent and once that is paid your service call will continue. If your call turns into an onsite call your payment will be applied to the travel deposit and scheduled accordingly. if you choose to Opt into the yearly support your Payment for the phone in support will be credited to the yearly support package. 

MISSED APPOINTMENTS

if we show up to your scheduled appointment and are not able to access the building, Staff or point of contact is unreachable we will wait 30 minutes for a response. After 30 minutes our tech will depart the location. The office will reach out to you for a reschedule, costs etc. 

 

PAYMENTS & PROCESSING

your term begins when payment is made, Generally we do not dispatch unless your invoice is paid per the details of your package.

 

If a payment is declined the cost plus fees will be applied. we do not handle payments directly, they are processed by a third party. If your card or payment method is declined please reach out to your financial institution 
 

TRANSFERRING SUPPORT PACKAGES?

we do not offer transfers at this time, We will work with the new owner to arrange a new option for them for support. Their location and details can be outlined at this time. We do service international customers as well. 

MOVING YOUR MACHINE:

we can help you organize and move your machine, if its a sale to a new customer or if its just a new location let us know and we can work with you to move that equipment safely, We can breakdown and Install at your new location. LEARN MORE

RENEWAL TERMS

Your renewal date is based off your original agreement, Your rate of Renewal will be sent to you 1 month prior to the expiration date. Your rate will vary

. If you have questions regarding your renewal, please feel free to ask.

ALL SERVICES AND PACKAGES ARE SUBJECT TO CHANGE. THESE TERMS OF SERVICE UPDATED 1/3/2023

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