Service Contract Information

An Annual Service Agreement allows us to give you the best possible service, while allowing you to budget your service costs. Our service agreements are priced so that, on the average, our you don’t pay any more than you would for time & material, but allow us to keep your equipment in better condition through regular maintenance. As a CompuDoc contract customer, you can enjoy the peace of mind that a maintenance agreement provides.

• Top Priority Dispatching

• Unlimited Service Calls

• An Aggressive Preventative Maintenance Program

• Unlimited Phone Support

• All Part Costs Included on Covered Machines

• Guaranteed 8 business hour on-site response time

• Easy Budgeting

Time and Material (non-contract) Billing Information:

Time and Material service is exactly that. If your equipment needs service, a CompuDoc Service Technician will be dispatched to your site. You are billed an hourly travel charge plus labor and parts to fix your equipment.

Labor: $180.00 per hour (1 hour minimum charge)

Travel: $120.00 per hour  1 way (1 hour minimum charge) Charged from Oswego, IL.

Lodging: Overnight stays if required will be charged at a rate of $125.00 per night

Minimum Billing: $300.00 for 1 hour on site labor ($180.00) and 1 hour travel ($120.00)

Parts: Part prices may vary, are not negotiable, and are subject to change without notice. Call our Oswego office for the current price of any part. If we need to order a part and return, travel & labor will be charged for both trips.

General Support Information:

Calling 1-877-983-8800 will reach our main office in Oswego, Illinois. All CompuDoc services are handled from this location.

Technical Support is available for all products we sell and service. If required, we can reach your regular technician and have your call returned.

Estimates for equipment and parts will be provided. We can not estimate labor time as it is impossible to accurately guess how long a service call might take. Actual labor time will be charged in all cases.

Phone Fix: If a service technician can walk you through a fix over the phone, you will be billed $100.00 when successful.

Repeat Calls are often required to resolve an intermittent problem. In most cases, travel will be charged for the first two visits, for a particular problem. From the second visit on, travel will normally not be charged, but we will continue to bill labor.

Intermittent Problems: If we cannot reproduce the problem, it can be extremely difficult to determine the cause. Problems that we’ve experienced before are often quick and easy. Sometimes, a series of short visits, trying different things and waiting for results, may be the fastest, least disruptive, and least expensive way to solve the problem. Accurate records help a lot.

Invoicing Procedure: Our technician will leave the invoice, in duplicate, with the operator or supervisor on site. If your company uses P.O.s, a special “Bill To” address or a particular person to receive the invoice, we’ll be happy to comply.

Payment terms: All invoices are due and payable within 30 days. We reserve the right to demand COD payment.

WARRANTY

Our parts carry a 90 day warranty, which provides that the part will both correct a problem, and operate as designed, for a period of 90 days. If a part replaced by our technician works, but doesn’t correct a problem, you will not be charged for the part. Your original part may be reinstalled, at our discretion. If our part initially corrects the problem, but fails within 90 days, we will replace it at no charge.

Service Tips: or how you can make service
calls easier, faster, and LESS EXPENSIVE!

• Call early! - Little problems don't go away, they become big problems

• Take advantage of our phone support

• We need to work directly with the operator who is experiencing the problem

• Watch out for "Oh, by the ways"