A. Customer Support for End Users
Applicable products: Thermal Transfer Printers & Software, ID Card Printers & Software, Bar Code Tracking Software.
Please
contact one of our sales representatives to schedule technical
support:
Sue Zelman - Thermal Transfer Printers and Software
Michael Shaffer - ID Card Printers and Software
1)
For products purchased from NovaVision, we offer technical support
via phone, fax, and email as follows:
1a. FREE Unlimited Technical Service via phone, fax and email:
Equipment
- duration of equipment warranty based on invoice date
Software
- 90 days from date of invoice
Response
within 24 hours |
1b. Technical Service Fee - After the FREE support period expires, NovaVision offers technical support for a reduced fee for products purchased from us:
|
Technical
Service: $75.00/hour ($30.00 minimum)
Response
within 24 hours |
1c. Visits to Customer Site for Training or Service for equipment & software purchased from NovaVision:
|
Technical
Service: $75.00/hour - includes all travel time
Travel
by car: $.40/mile
Travel
by air, hotel, meals: actual cost
Service
availability based on production schedule at the time request
is made |
2) For products NOT purchased from NovaVision, we offer technical support via phone, fax and email as follows:
|
Technical
Service: $150.00/hour ($75.00 minimum)
Technical
Service to Customer's Site: $150.00/hour - includes all travel
time
Travel
by car: $.40/mile
Travel
by air, hotel, meals: actual cost
Service
availability based on production schedule at the time request
is made |
3) As an option, NovaVision provides operator training or
engineering services as needed by the customer at NovaVision's facility
in Bowling Green, Ohio as the same rates as noted above.
B. Customer Support for Commercial Printers
1) NovaVision provides operator process training as needed
by the customer:
|
At
equipment manufacturer's location
At
customer's site
At
NovaVision's Bowling Green, Ohio USA facility |
The cost for training includes all travel and per diem expenses
at cost plus a nominal labor rate for the trainer.
2) We offer a complete start-up package along with the
equipment we distribute and sell to get your process in operation
quickly.
3) We offer our customers free unlimited technical support via
phone, fax and email.
4) For all the consumable products we sell, we will perform
initial production trials at no cost.
The printer sends us his candidate substrate (with and without
inks) and we perform limited trials for hot stamping, embossing
or thermal printing using our equipment and labor. After our process
trials, we communicate the process settings for production (or
subsequent trials) at the printer’s location.
5) If you encounter a processing problem with production equipment
you purchased from us, we can run our equipment in parallel to
your operation to help you diagnose the problem. This service
is provided at no cost.
Please contact Mike Messmer to schedule technical service
for commercial production of holographic products.