SERVICE - "HOUSTON"
6 - Telephone Technical Assistance - 0727277288
Telephone Technical Assistance is a service that operates with a dedicated number since 2005.
The hour interval when our customers can benefit from telephone assistance for the settlement of operating issues or, in some circumstances, technical issues: Monday to Friday, 9:00 a.m. - 6:00 p.m.;
In order to improve communication and services provided to our customers, and also to the high number of calls for technical assistance, starting with 1 July 2017 this service is performed according to a new formula:
- - the call is chargeable and could be recorded;
- - the charge value is specified in the welcoming message of the call;
- - the caller must express its agreement to the charge applied to a call session;
- - Telephone Technical Assistance service is supported by the entire team of the Service Department;
A call session means a 60-minute period from the first call, even if during this period multiple calls are made with regard to the indicated issue. A session is considered open and the call becomes chargeable following the first 2 minutes of the original call. If discussions must be continued following the 60-minute period, a new chargeable session shall be opened automatically. These sessions are logged with the advanced reporting mode made available by the telephone operator.
Payment of Telephone Technical Assistance sessions can be made in advance by the procurement of a 5 or 10-session package. The 5-session package includes a 20% discount, and the 10-session package includes a 30% discount.
This service is free for the equipment in guarantee or under the following types of active contracts:
- - IV & V Maintenance contracts
- - "PARTNER" service contracts
7 - REMOTE Inspection
REMOTE Inspection is a service that works via the internet and is intended to identify the potential dysfunctions of equipment, decrease intervention time in case of common malfunctions, and together with periodical and systematic maintenance it is designed to prevent major malfunctions.
Remote Inspection means the periodical (quarterly) inspection of equipment logs to detect logged errors, analyse them and initiate the diagnosis process.
This service is possible for Speedmaster printing machines manufactured starting with 2006 and which are provided with the web-based Remote Service function. This function must be configured and activated to become operational.
8 - REMOTE Diagnostic
REMOTE Diagnosis is a service that works via the internet and is used in case of equipment dysfunctions / malfunctions. Remote Diagnosis analyses the logs and menus of the equipment (CtP or Speedmaster printing machine) for remote diagnosis with the participation of the operator and/or technician at the equipment on that moment and potential initiation of the repair process.
This service is possible for the equipment provided with web-based Remote Service function. This function must be configured and activated to become operational. Equipment in this category is mainly Speedmaster printing machines manufactured starting with 2006 and Suprasetter CtP.