Bronze:
In addition to support supplied by the manufacturer, our Infocus technical team provide a 6-month full “hand-holding” service which includes the remote setup of printers and software on up to two computers. We will also assist with remote software training to get you or your staff completely up and running. Moving forward, Infocus will assist with any technical problems for as long as you have the printer and you continue to buy consumables from us (we price match our competitors). Response time from opening a support ticket is usually within 4 hours and no more than 1 working day. We aim to resolve issues which can be fixed by remote connection within 24 hours (1 working day – weekends and public holidays are excluded).
Under a standard RTB (return to base) warranty: Should your machine become faulty after the first 30 days then you will need to cover the cost of getting the printer back to us for repair.
Full support is provided for software supplied by us. If a problem is found with 3rd party software not supplied by Infocus ID, we may have to refer you to that product’s support team.
Cost: Service contracts available from £10.95 per month, please call 01724 858585 or email tech@mandownsupport.co.uk
Silver:
Available in the UK only:
In addition to the Bronze package, response time from opening a ticket will be much faster and wherever possible we will endeavour to handle any issues instantly. We will aim to resolve your issue completely within 4 working hours and if we cannot do this we will book your printer in for repair and issue a loan unit within 1 working day.
You will receive a loan unit at no extra cost should your machine need to come in for repair. All courier costs will be covered by Infocus for repairs and loan units. A deposit will be required by credit card in order to receive a loan unit. The deposit will be refunded the same day we receive the loan printer back.
Cost:
Direct to card printers: £139 per year.
Re-Transfer card printers £259 per year
Printer must be purchased from Infocus ID Ltd or the price rises by £60 per year. Prices exclude VAT.
Gold:
The Gold package includes all the benefits found in the Bronze and Silver packages together with service cover for out of warranty printers. All labour and parts (mechanical and electrical) are covered except for the Mainboard, Printhead and Encoders (if fitted).
Cost
Direct to card printers: £219 per year.
Re-Transfer card printers £299 per year
Printer must be purchased from Infocus ID Ltd or the price rises by £60 per year. Prices exclude VAT.
Platinum:
Gold package plus cover for all parts including mainboard and printhead. Terms and conditions apply*.
Cost: Varies per printer model. Please request a quote.
Diamond:
Platinum service with the addition of on-site service by a trained engineer within 24 hours.
Cost: Varies per printer model. Please request a quote.
*Physical damage to printheads, data and power ports is not included. For continued printhead cover a cleaning cycle will need to be performed on the printer at least every 1000 cards printed. This information is stored digitally in each printer and cannot be disputed. Should a data port be physically damaged (such as a USB port) on the printer’s PCB (usually the mainboard), we will attempt to repair the PCB free of charge. In some occasions though, the PCB may be damaged past repair, in which case we reserve the right to charge for a new PCB.