Why and When Hardware Support Labor is Charged?

🧰 Why and When Hardware Support Labor Is Charged

Overview

eXpress badging® provides multiple levels of hardware support depending on your printer’s warranty status, your support program enrollment (such as EEPP or Maintenance Plans), and the nature of the issue.

Labor charges apply only when the work requested falls outside manufacturer or program coverage, or when additional services are performed at the customer’s request.

When Labor Is NOT Charged

Labor is included at no cost when:

• The printer is still covered under the manufacturer’s warranty and the repair qualifies per OEM policy.

• The issue is resolved through standard remote troubleshooting (i.e., configuration assistance or manufacturer-directed steps).

• The customer’s printer is covered by an active eXpress badging® program (EEPP, Maintenance Plan, or Premium Support) that explicitly includes repair labor.

• The problem is determined to be caused by defective materials or workmanship covered under a prior repair warranty (typically within 90 days).

When Labor IS Charged

Labor charges apply when:

• The printer is out of warranty (manufacturer or eXpress badging®).

• The failure is due to wear and tear, misuse, improper cleaning, or use of non-approved supplies.

• Work requires onsite service, advanced diagnostics, or teardown not covered by standard support.

• Customer requests non-warranty modifications, upgrades, or configuration changes.

• Repairs require coordination with third-party integrators, networking teams, or physical reinstallation.

• Support involves multiple devices or extended labor time beyond the standard diagnostic window.

• The customer declines a repair proposal yet requests continued analysis or re-assembly.

• The service falls under time-and-materials engagement rather than a warranty or fixed-price plan.

Why Labor Is Billed

Labor charges reflect the time and expertise required by certified eXpress badging® technicians to diagnose, repair, and verify hardware performance.

Each repair involves:

1. Technical diagnosis and issue replication

2. Disassembly and cleaning when applicable

3. Repair, testing, and calibration

4. Documentation and quality verification

These activities are performed at published hourly rates and are billed only after the customer reviews and approves a Repair Proposal that outlines estimated labor hours, parts, and shipping.

How Labor Is Approved and Billed

1. A written Repair Proposal is issued for customer review.

2. Work begins only after customer approval.

3. Labor is billed at the published hourly rate (time-and-materials basis) or as a fixed repair rate if specified.

4. Upon completion, a detailed invoice includes actual hours worked, parts used, and related shipping costs.

Transparency and Mutual Understanding

eXpress badging® is committed to transparent, fair billing.

Customers can expect:

• Clear communication before any billable work begins

• Written estimates and no surprise charges

• Labor warranty on completed repairs (typically 90 days)

• Option to request return or disposal of repaired units

Summary

In short:

Labor is billed only when the work requested is outside warranty or coverage terms, and only after customer authorization.

This policy ensures fairness, predictable costs, and continued access to certified technicians who keep your identity systems running smoothly.

Edited 11/29/2025