Call Procedure for Source Technologies' Technical Support

Technical Support Hours 8:00am - 6:00pm EST Monday - Friday

Phone support - Dial 800-922-8501 from a phone in close proximity to the printer.

The agent will ask for the following information:

• Name
• Organization
• Address
• Serial number
• Product
• Problem description (including frequency, when the issue started & the installation date)

The agent will ask various troubleshooting questions and try to diagnose and resolve the issue over the phone. If the printer requires service, you will be offered service according to the applicable service level.

Depot Warranty Service (standard warranty)- The printer is returned to ST for repair. Any postage, insurance or shipping cost incurred in sending the product for warranty service, are the sole responsibility of the Customer. Upon receipt of the failed unit, Source Technologies will repair the unit within 5 days of receipt and return the unit to the customer via ground freight.

Express Exchange Service (upgraded SLA) - A replacement printer will be overnighted to the customer. If the call was received before 3 PM EST, the replacement will be sent out the same day and will arrive following business day. If the call is placed after 3 PM EST, the printer will be sent out the following day and will arrive the second business day after the call was placed.

Next Business Day Onsite Service (upgraded SLA) - If you have an on-site contract and the call was received before 3 PM, a technician and parts will be dispatched and will respond the following business day. If the call is placed after 3 PM, the technician will respond in two business days.

If resolution of the problem requires service, a technician will respond onsite on the next business day (Mon.-Fri., 8:00am-6:00pm EST). Timing of the on-site visit can be affected by parts availability and delivery, as the service technician may have to wait for the recommended parts to arrive. Further "hands-on" diagnosis may be required by the technician and additional parts may have to be ordered before the printer is “fixed”. All travel, parts, and labor costs are covered. Consumable items are not covered. Next business day service will generally be provided within the contracted on-site response time, if the call is dispatched by 3:00 pm Eastern Standard Time, provided the service location is within a 50 mile radius of an Authorized Service Center (ASC). For each of the following conditions, add one (1) business day to the contracted Onsite response time: 1) Service locations beyond 50 miles from ASC; 2) Call received after 3:00 pm Eastern Standard Time; 3) Service in Hawaii and Alaska.