Source Technologies provides a whole host of supporting materials for our products, including drivers, manuals, recycling tools, and MSDS sheets. If you need technical support, you can use our contact form or just give us a call. Our goal is to provide you with the information you need in one place to get the most out of your Source Technologies product, and get you back to productivity as quickly as possible. We value your feedback. Take a moment to fill out our Customer Satisfaction Survey.
Technical Support Hours Monday – Friday 8 am to 5:30 pm EST
Make sure to dial from a phone in close proximity to the product.
The representative will ask for the following information:
Once the representative has gathered the basic information so we can record the call for tracking purposes, he or she will ask various troubleshooting questions and try to diagnose and resolve the issue over the phone. If the product requires service, you will be offered service according to the applicable service level.
Source Technologies’ Technical Support Department will be closed in observance of the following holidays:
Any voicemail messages left during these dates will be returned after we reopen.
This is the standard warranty for most ST products (except our MFP laser products.) It means that the product must be returned to our depot center for repair. The cost to send the product for warranty service - postage, insurance or shipping - is the responsibility of the customer. Once we receive the failed unit, we will repair it within 5 days and return it to the customer via ground freight.
This service level requires an upgraded Service Level Agreement (SLA) and is available on select products. If your product is covered by this service, we will overnight a replacement product.
If we receive the call before 3 PM EST, we will send the replacement product out the same day and it will arrive following business day.
If we receive the call after 3 PM EST, we will ship the product the following day and it will arrive the second business day after the call was placed.
It is the customer’s responsibility to send the original, warranty-covered product back to Source Technologies. If we do not receive the product within a timely manner, we will invoice you for the replacement product.
This service level is the standard warranty offering for payment kiosks and multi-function laser printers. For all other products, this service level requires an upgraded SLA. If you have an on-site contract and the call was received before 3 PM, we will dispatch a technician and parts the following business day. If the call is placed after 3 PM, the technician will respond within two business days.
If resolution of the problem requires service, a technician will respond onsite on the next business day (Mon.-Fri., 8:00am-5:30pm 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 product 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.
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