Customer service is paramount to SATO and the new maintenance contracts have been set up to offer even better support. They provide technical support to end users from certified SATO technicians, whose training enables them to meet customer requirements at unrivalled levels.
Customers can subscribe to one of five contract service levels: an on-site maintenance contract (Platinum, Gold or Silver levels), a Return to Base contract (Bronze level) and a next day Swap Out service contract. Users simply contact the country call centre for immediate telephone assistance and SATO technicians are dispatched according to the contract type.
The Platinum service guarantees on-site attendance at just one day's notice, the Gold service provides interventions within two days, and the Silver level has a maximum five days response time for maintenance work. The Bronze contract covers machine repair work at the SATO workshop nearest the customer, with a typical turnaround time of five days from receipt of printer. With the Swap Out contract, the customer receives a replacement machine while the damaged machine undergoes repair.
Through regular servicing and maintenance, users will be able to extend the life of their SATO printers. The SATO maintenance contracts shorten the lead times for maintenance work and assist with preventative maintenance schedules, minimising breakdowns or production stoppages, and thus save costs associated with downtime.
The contracts are available with a fixed fee and include travel and labour expenses, which give the user a known annual cost. By subscribing to a maintenance contract, users can better plan annual expenditure, and there are a number of invoicing options to suit customer requirements.
“Whether you’re in a warehouse, or in a healthcare or retail environment you can rely on SATO’s Prestige Service Programme to cover the servicing and maintenance of your SATO printers to ensure downtime is minimised,” says Ikuo Dobashi, Chairman of SATO Corporation and SATO International Europe. “You can relax knowing that if your printer stops working you have just one number to call and a fully certified SATO technician will be out to fix it. You'll get no costly surprises because you only pay one fixed annual fee. Parts and labour are included and there’s no limit to the number of times you can call us out.”
To find out more about SATO, you can go to our Internet site: http://www.satoeurope.com.