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Service and Support - The Thread That Pulls It All Together

Maintaining peak performance of an AIDC system is critical. It is important to have a service plan in place to protect the health of the system from the dangers of interrupted operations. American Barcode and RFID (AB&R)'s Service and Support division provides a unique value that few can match.

Service Programs and Features

On-site Service Agreement (National) is available nationwide. This service includes all labor, travel, and parts (printhead excluded) with unlimited service calls for one year. On-site response time is eight business hours, or no later than the next business day response, Monday through Friday, 8:00 a.m. to 5:00 p.m. Equipment already in use may require a pre-contract inspection. If any parts are required during the inspection or within the first 30 days of the agreement, there will be a charge for parts as needed to bring the equipment to factory recommended operation.

One Day, Three Day, or Five Day Depot Service agreement includes all labor and parts (printheads and scan engine excluded) for one year, with UPS ground freight back to our customer located within the U.S.A. Shipping time to and from AB&R is not included in the repair time. Equipment already in use may require a pre-contract inspection. If any parts are required during the inspection, there will be a charge for parts as needed to bring the equipment to factory recommended operation.

Hot Spare Depot Repair Service includes a One Day Depot Service agreement with the "Hot Spare" option. This option provides for a replacement unit to be shipped the same day via FedEx P1 if the call is received before 1:00 p.m. Arizona time. Upon receipt of the "Hot Spare" the customer simply returns the failed unit to AB&R via UPS Ground.

Time and Materials Depot Repair Service for non-contract equipment. Time and materials depot repair time is typically five business days. Shipping time to and from AB&R is not included in the repair time, and the equipment is returned to the customer via UPS Ground. Simply call AB&R at 800-274-0324 for an RMA number or more information.

Time and Materials On-Site Repair Service is also available. Please call 800-274-0324 for more information.

Please Note: Equipment abuse, neglect, freight damage, modifications, or environmental accidents are not covered under an AB&R maintenance agreement, or an AB&R time and materials service repair.

Equipment Serviced and Supported:

Support Programs and Features

Telephone Support
Toll-free phone access; expert AIDC service technicians

RF Coverage Check
American Barcode and RFID site surveys guarantee that your system will work properly.

Warranty Upgrades and Extensions
Expedited turnaround for warranty repairs; extend the length of the warranty period for lowest total cost of ownership

Training
Standard offering for every implementation; key to a successful implementation

Installation
Get systems up and running quickly wit little end-user effort; Project Management team internal to customer established as standard practice for internal support of process

Technical Support Agreement
Custom-tailored for each customer; free updates of applicable software

Solution Staging
Complete pre-configuration of the system before it leaves the AB&R warehouse; customizations include adding memory, loading software, and many other services to get the customer up and running right out of the box

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AB&R's Five Core Competencies for Value Creation

• Equipment & Technology - The Foundation for Systems Development
• Systems Development - Solutions for Every Need
• Card Solutions - Exceptionally Precise Identification
• Printing Supplies - Essential Materials for Quality Printing
• Service & Support - The Thread That Pulls It All Together