Frequently Asked Questions

What type of equipment does the program cover?
Does the program cover software maintenance and upgrades?
What type of service is covered?
Will my equipment response time from my current service providers change if we cancel our maintenance contract?
What if our service vendors state they will not service our equipment without a maintenance contract?
Without a maintenance contract, our vendor claims they will not stock parts critical to the maintenance of our equipment. Can they do this?
Does the program cover preventative maintenance?
Who do we call when our equipment needs service?
What if we need to add or remove equipment from the program?
What if our vendor claims that we will no longer receive free of charge software and hardware upgrades in the future?
How do I communicate this transition to my vendors?

What type of equipment does the program cover?
Almost any type of electronic equipment utilized by your business is eligible. If your business is a bank or office, see the Equipment Overview.

Does the program cover software maintenance and upgrades?
No, the program does not cover software maintenance or upgrades. Software support is a specialized service that is separate and distinct from hardware maintenance. You should not cancel necessary software support agreements.

What type of service is covered?
Coverage can be customized to fit your needs. It includes all repairs and preventative maintenance (if applicable) around the clock - 24 hours a day, 7 days a week, 365 days a year. It also enhances coverage from a traditional service contract to include many repairs that are normally excluded, such as repairs related to power surges and operator error.

Will my equipment response time from my current service providers change if we cancel our maintenance contract?
Response times should not change. In fact, vendors may come sooner if he knows you may call another vendor for your repairs.

What if our service vendors state they will not service our equipment without a maintenance contract?
Most reputable vendors have your best interest in mind and are eager to earn time and material billings. Since your vendors will be charging an exorbitant hourly rate for labor and travel, they have a financial incentive to provide quality service on your equipment. In addition, there are many qualified vendors in today's marketplace that want your business - creating a very competitive environment. Remember that you would be giving your vendors the opportunity to earn the time and material billings. Each service call's performance outcome determines if you will utilize that vendor again in the future. Also, vendors prioritize their calls based upon severity of the problem and geographic location.

Without a maintenance contract, our vendor claims they will not stock parts critical to the maintenance of our equipment. Can they do this?
Vendors have the inherent responsibility to support products that they sell regardless of how you may decide to finance your maintenance. Vendors will try to protect their margin and may claim just about anything to stop you from leaving your contract, but the fact remains that you will receive the same level of service if not better than their contract customers. The vendor understands that as a time and material customer you have the ultimate decision as to who services your equipment and who you will purchase future equipment from. This gives them incentive to provide you with the service and parts you need to keep your equipment functioning properly.

Does the program cover preventative maintenance?
We can cover preventative maintenance, which follows standard OEM (Original Equipment Manufacturer) recommendations.

Who do we call when our equipment needs service?
Simply call the selected vendor or an alternative of your choice to schedule service at your facility.

What if we need to add or remove equipment from the program?
This is a very simple process, and equipment can be added or removed from coverage at any time during the year. The cost is adjusted based on the days each piece is actually covered.

What if our vendor claims that we will no longer receive free of charge software and hardware upgrades in the future?
Software upgrades come in different levels. The first level is due to federally mandated safety issues. These software upgrades are always free. The second level is due to standardization of vendor maintenance levels throughout their client inventory for their own efficiencies. These upgrades will be put in, sometimes without client knowledge, and touted as "enhancements or upgrades" but they usually do not upgrade the actual performance or capability of the equipment. The third level of upgrade is an actual upgrade of the capabilities of the equipment's performance. You will always pay for these upgrades regardless of how you finance your maintenance, unless you have negotiated software/hardware upgrades during purchasing negotiations. Have the vendor provide you in writing an explanation of the upgrades to be given free of charge. It should include the reasons and benefits of the upgrade. This will put you in a better position to determine if you are actually getting a "free upgrade".

How do I communicate this transition to my vendors?
We take care of that for you. Each vendor receives a personalized letter explaining the transition from maintenance contract to time-and-materials. It states that management has determined that the equipment is now being serviced on a time-and-materials basis, and that you look forward to continued timely service. These letters are provided in a Word document, that you simply proof, edit, print on letterhead, sign, and send. All account numbers, dates, etc., are already included in these Vendor Transition Letters.

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