FaxPress Support Plans
FaxPress Standard Support
Starting on the FaxPress activation date, the following support and services are available with the purchase of a FaxPress
unit. Please see the Captaris Support Plans Policies and Descriptions for complete details of these offerings.
Standard Hardware Warranty
A defective FaxPress will be repaired and returned to you at no cost, including labor, parts and one way shipping within one
year from original date of registration. Under the warranty terms, you must contact Captaris Technical Support for a diagnosis
before returning it for repair. For those customers who are beyond the 60 days of Standard Software Support included with
a new system a Purchased Incident may apply. Technical Support can be reached by phone at (520) 320-7070; average repair time is between 7 and 10 working days. Customers are responsible for one-way shipping charges.
Standard Software Support
Captaris offers, at no additional cost, new Software releases within 60 days of the original system activation date. Customers
can download minor Software Updates from the Captaris web site.
Standard Technical Support
Technical support is offered for 60 days from the original activation date, via telephone, fax and email Monday-Friday, 6
AM to 5 PM (PST), excluding Captaris holidays.
FaxPress Extended Support
Extended support provides additional protection for your investment in Captaris FaxPress, with plans from 1 to 5 years in
duration. Extended Support is available to you at the time of original equipment purchase or anytime thereafter, although
additional fees will apply if the plan is not purchased within 90 days of the end of Standard support. Please contact the
Captaris sales department at 1(800)304-2727 or email us at sales@captaris.com for a quote of the applicable support fee.
Extended Support Includes:
- Hardware Warranty
A functionally equivalent replacement of the unit will be sent to you within one business day, free of charge, after a Captaris
technician has diagnosed that a replacement unit is needed.
- Software Upgrades
Customers with Extended Support are entitled to receive software upgrades and other software maintenance during the duration
of their Extended Support Plan.
- Technical Support
Support is provided for the term of the Agreement via e-mail or telephone, Monday-Friday, 6 AM to 5 PM (PST), excluding Captaris
holidays. Technical Support can be reached by phone at (520) 320-7070 by e-mail at support@captaris.com. In addition, the Captaris Knowledgebase offers 24/7 access to useful product-specific technical information as well as all
FaxPress documentation.
Other Support Options
- Out-of-Warranty Repair
If your FaxPress unit is out of warranty and requires service, please call Captaris Technical Support at (520) 320-7070 for
a repair quote. Captaris warrants the repaired part and labor for a period of ninety (90) days.
- Pay Per Incident Support and Services
Technical Support is also available on a per incident basis, if the Standard Support Period has expired and you do not have
Extended Support. The per-incident fee is $249. Per-Incident service is delivered on an incident basis, which is a single
support issue. Incidents are available Monday-Friday, 6 AM to 5 PM (PST), excluding Captaris holidays. Payment at time of
incident request, via VISA, MasterCard, or American Express card, is required.
For further assistance, please contact Captaris Sales at 1(800)304-2727or e-mail at sales@captaris.com.
All Terms and Conditions are subject to change without notice.
|
