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Service

Contract Services

Contract Services are necessary for any business with many printers, or a small business wishing to benefit from more complete cover  than Ad-hoc Services. Contracts are available not just for new printers; they can be purchased for your existing equipment too, provided they meet the Terms of Contract.

Standard Contract
The most popular choice of service contract is a Standard Contract which covers the costs of all call outs, labour and parts used in the repair of the printer (excluding the print heads) for a 12 month period. Call out response time is 8 working hours (best endeavours) based upon the standard working week of Monday to Friday, 9.00am to 5.30pm (excluding public holidays). A further benefit with this service is discounts on thermal print heads over and above the cost for Ad-hoc Services.

Enhanced Contract
In addition to the Standard Contract we are able to offer enhanced cover such as extended hours of cover (up to 7.00pm), weekend repair and public holidays cover. Response and fix times can also be enhanced from an 8 hour response (with unknown fix time) to an 8 hour fix. All Enhanced Contracts are dependant on factors such as location and resource availability, and as such are unique for each customer.

Return To Base Contract
For certain entry level printer models there is no on-site cover and all repairs for these units are done in the workshop. This service covers repair of the printer (excluding the print head), parts and labour for a 12 month period.

How to Book Call Out

No matter which contract you purchase, in order to book a call out request you need to call Progressive ID Ltd and we will book the call out on your behalf. On occasion an on-site fix may not be possible and the faulty unit will be uplifted to workshop for more detailed investigation and repair. Where available a loan unit will be ordered for the time your unit is being repaired.

Terms & Conditions

Any call out required as a result of neglect, miss-use or the use of inferior quality or unbranded consumable thermal ribbons, can result in all charges being applied and any contract or warranty conditions being rescinded. To check Terms of Contract please contact your Toshiba VAR for details.

  1. Service Contracts do not cover the supply of consumables such as thermal heads, ribbons, head cleaners, label stock, memory cards or batteries.
  2. Service Contracts do not cover the use of the equipment with any materials or supplies that have not been approved by TOSHIBA TEC.
  3. Service Contracts do not apply if the user keeps or uses the equipment in environmental conditions that do not comply with the specifications of the equipment.
  4. Service Contracts do not cover any service call due to damage caused by accident, misuse, negligence, operator error, label jam, software errors, fire, theft, or break in.
  5. Service Contracts do not apply If the End User allows any person (other than a person authorised by TOSHIBA TEC) to undertake any repair, adjustment or modification of the equipment.
  6. Service Contracts do not cover failure of the equipment due to incorrect software set-up.
  7. Service Contracts do not cover external software and third party hardware
  8. Service Contracts do not cover running of the machine outside of the specifications of the equipment.