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Enhanced support extends uptime
An enhanced service program (ESP) has been launched by EFI to support customers using its Vutek line of super-wide dye sublimation, solvent and UV inkjet printers. The new program will offer three tiers of response time to better align service levels with customer requirements and geographic locations.
Critical cover will offer a response time within eight business hours, Proactive provides service within 16 business hours and Essential ensures that a technician will arrive within 24 business hours.
Contracts will include parts, labour and travel, as well as preventative maintenance. New coverage strategies have also been introduced to increase the number of issues that can be resolved in the first call, including expanded trunk stock for service technicians and localised field service engineers. One training seat per year will also be offered for operators.
Vice president of customer support, EFI Vutek, Bart Kulesz, said: "Historically, customers using super-wide format printers have relied on self-service to maintain their printing equipment. This makes it difficult
to predict costs and can have an impact on productivity. Customers taking advantage of our new ESP
will not be responsible for parts, travel or labour and will benefit from extended telephone support hours and shorter, more predictable response times."
