Lexmark C792e Laser Printer NBD On-Site Service (Annual)
ONSITE SUPPORT -▪ TST will provide repair and maintenance service during the maintenance period at the locations where the Equipment is located as per Reliance's contract.▪ The reseller can call the 888-849-0341 and place a request for service, by providing equipment serial number. The service entitlement and location is verified with the Reseller. The problem is recorded in a work order and the number is provided to the reseller for reference.▪ TST will dispatch a Customer Service Engineer (CSE) to the Reseller’s Endusers site to perform the repair and maintenance services▪ The CSE will contact the reseller’s enduser to confirm the problem and provide arrival time they expect to be on site to fix the problem.▪ Service calls will be provided within the time frame set forth in the service quote. (Next day response, 4 hour, 24 X 7)▪ The standard period of maintenance is 8:00 am to 5:00 pm in the time zone where the Equipment is located and excludes TST recognized holidays.▪ Once on site the TST CSE will diagnose the problem and attempt to fix it at that time. If they need to order parts or get additional information, they will let the Reseller’s enduser know the status. If they need to return another day to complete the repair, they will provide the Reseller’s enduser with an estimated arrival time and problem resolution.▪ The CSE will communicate the status of the repair and maintenance service to the Reseller’s end user and provide them with updates as needed.▪ Each CSE has access to TST’s Technical support center which is staffed with experts who will assist the CSE via the phone and who also have access to the equipment manufacturers technical support staffs to solve any unusual issues.▪ Every effort is made to resolve the equipment problem on the first attempt.
TELEPHONE SUPPORT:▪ TST shall provide the Reseller with a telephone response during the principal period of maintenance within the referenced time period following first notification of a problem.▪ TST shall provide the Reseller with a reasonable amount of telephone support to assist the Reseller in diagnosing errors and malfunctions that occur when Reseller uses the covered Equipment.▪ TST shall provide support services to the Reseller to attempt to correct diagnosed errors and malfunctions and reasonable operator assistance.▪ TST may provide software patches that implement corrections and/or suggest work-arounds that assist Reseller in using the Equipment in a way that can avoid diagnosed errors, malfunctions, and defects.
PARTS -▪ Parts will be replaced on an exchange basis only.▪ TST reserves the right to use remanufactured or refurbished parts. Such parts will be equivalent to new when installed in the Equipment.▪ All exchanged parts will become the property of TST.
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