What is a Software or Hardware Extended Support Agreement?
Manufacturers' warranties expire or can lack the required technical support coverage needed. In the context of badging products, the PVC badge printer, laminator, and ID management software, are the three primary products needing extended coverage.
Types of Extended Support Agreements
Both PVC printers and ID management software manufacturers may offer ESA coverage. Most require annual renewals and can only be extended to a maximum defined-year coverage.
eXpress badging offers ESA and EEPP coverage to bridge the gap of technical support while under manufacturer warranty or extended warranty coverage. An eXpress badging ESA or EEPP is ideal for extending beyond the manufacturer's warranty terms, ensuring our customers benefit by receiving the most out of their investment even after warranty expiry. The EBS ESA is included with Basic, Standard, and Enterprise versions of the Veonics® Portal. The EEPP program is never included.
Manufacturer ESA
Support Coverage for PVC Badge Printers & Laminators
Printer manufacturers may offer additional services extending the parts and labor outside the standard warranty terms and a loaner/replacement warranty. They vary by manufacturer.
Here are some general findings:
- eXpress badging™ manages all Mfr ESAs for all customers under coverage
- Most require the ESA to be procured at the time of product purchase, or a qualified Veonics Portal License
- Most include parts and labor coverage, with limited print head coverage
- Most extend the loaner/replacement printer coverage
- Up to Two years for HID/Fargo
- Up to five years for IDP
- No extension for Swift Pro
- No PVC printer manufacturer's ESA has a service level agreement SLA addressing a guaranteed length of time regarding printer downtime; it is up to the customer to manage this liability with their supporting authorized dealer.
- A loaner or replacement printer can take upwards of a week or more to arrive
- A warranty printer repair can take from one to three weeks to be returned
- eXpress badging offers an Enterprise Exchange Printer Program (EEPP) to address extended turnaround time issues, or the customer can have eXpress badging print and issue badges during downtime under a contracted engagement.
- Extended Warranty shipment terms vary from the customer covering all shipping costs to shared shipping, where the customer covers shipping to the manufacturer, and the manufacturer covers return shipping.
Support Coverage for ID Management Software (Veonics Portal Excluded)
Outside the standard warranty terms, a desktop software manufacturer may offer additional services that extend same-version upgrades and direct technical support. They vary by manufacturer.
Here are some general findings:
- eXpress badging manages all Mfr ESAs for all customers under coverage
- The ESA must be purchased with the software and can not lapse in coverage
- New Version upgrades are not included, some offer discounts
- Most do not include more than basic training for new staff, if at all.
- ESAs are sold by the number of active licenses in use
eXpress badging ESA
An ESA from eXpress badging allows you to reap benefits from our factory-trained staff and acquired knowledge base developed from supporting numerous badge production systems since 1993. You can depend on eXpress badging to increase your products’ life cycle through proper training and maintenance practices. Our coverage will also reduce system downtimes when troubleshooting and repairs are required, and we resolve most support calls immediately without the need to call more than once.
ESA Includes:
- An active Veonics Portal license includes our ESA
- 12 months of eXpress badging™ remote PC technical support
- Priority support response within four business hours
- Phone and email-based technical support
- We provide remote PC basic training for new users
- Remote PC assistance for badge template creation and edits
- Remote PC assistance for moving the badging system to new computer hardware
- Troubleshooting, resolution, and warranty management for needed repairs
- Discounts on upgrades and off-warranty repairs
eXpress badging Enterprise Exchange Printer Program (EEPP)
EEPP is an advanced replacement printer program for enterprises with multiple printers and requires minimal printer downtime when under manufacturer warranty and after the warranty expires. A pool of printers is purchased by the customer and managed at/by eXpress badging for each participating location.