Service Levels

Depot Warranty Service
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.

Express Exchange Service
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.

Next Business Day Onsite Service
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 (Monday – Friday, 8 AM – 5 PM 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 PM EST, 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 PM EST; 3) Service in Hawaii and Alaska.

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