Chances are your business makes significant investments in scanners and imaging equipment; Imagex aims to keep that investment serviced and running efficiently. Our services range from economical offsite support services to next day replacement options.
The ‘Depot’ service program was developed for customers who seek the peace of mind associated with a service agreement but are on a tight budget. When a machine under the ‘Depot’ agreement malfunctions, the customer simply ships the malfunctioning unit to our Northern Virginia service center for repair. All costs for parts, labor and return shipping are covered by the Depot service agreement in addition to unlimited technical support and troubleshooting. However, preventative maintenance, consumables, and software issues are not.
The Imagex Carepak program is the next level up from our Depot service agreement. Under the Carepak program, simply place a service call and a replacement unit will be sent overnight to your location. Once the replacement arrives, simply return the malfunctioning unit to our Northern Virginia service center and keep the new one that is delivered. The Carepak program is perfect for customers who desire simplicity and a quick turnaround in an affordable package.
Advanced Exchange Program
Currently, our most popular service level agreement, Imagex’s Advanced Exchange (AUR) program is ideal for customers who depend on the uninterrupted operation of their equipment. Much like the Carepak agreement, AUR includes overnight delivery of a replacement unit. However, under the AUR program, Imagex will repair and return your original machine. All costs for shipping, parts, and labor are included in the agreement. Imagex’s AUR program is the ideal choice for customers who depend on the uninterrupted operability of their equipment.
On-Site Service Program
Imagex offers on-site service to all locations in Maryland, Virginia and Washington D.C. Simply place a service call and one of our technicians will go on site to repair the machine. The On-site Service Program is ideal for customers who own big machines (mainly production scanners).
Imagex provides tier one support for all the software products we offer. Your calls are taken directly by us without third partyoutsourcing. Imagex can support customers so they obtain the latest software version upgrades, patches and fixes for our entire product line.
Our support services protect the investment our customers have made. We offer three levels of support: standard, enhanced and premium. Standard support provides all patches, fixes and callsupport. Enhanced support adds phone assistance for version upgrade installations and onsite patch/fix installation. Premium support offers all version upgrade onsite installation. Save money on professional services charges by upgrading to the premium tier.