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For technical support, please call: 800-323-4840 ext. 290 (M - F 8 a.m. to 5 p.m CST)
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The customer will not have to cover the cost of travel and labor related to the service call.
Replacement parts will be provided at no charge except for those parts which by their nature are
considered consumable (example: ribbons, paper, printheads, etc).
Maintenance provided shall extend to service, repairs and replacements made necessary by
normal wear and usage of the equipment. Maintenance provided under this Agreement shall not
include any service, repairs or replacements required or made necessary as a result of electrical
power failure, re, theft, software virus, water, casualty, employee negligence, abuse, misuse,
inadequate or inappropriate environment, room size, inadequate ventilation, or other external
forces. Maintenance provided does not cover consumables or label jams.
TimeMed’s responsibility under this Maintenance Agreement is limited to providing service,
replacement or repair. TimeMed shall not be responsible or liable for any direct, special or
consequential damages resulting from any cause whatsoever.
On-site service calls will be made at the customer’s premises within the next business day. The
principal period of maintenance is Monday through Friday 8 a.m. to 5 p.m. (excluding holidays) in
the time zone where the equipment is located.
The on-site service plan includes preventative maintenance (PM) service calls over the two
year service coverage period and is available on request. Typically during a PM call the service
rep will do a full cleaning of the printer, check that all settings are within factory specications,
and check all high failure parts for abnormal wear. The PM call helps minimize downtime by
proper inspection and cleaning. TimeMed may initiate a courtesy PM reminder call to Keystone
customers to ensure that their printers are serviced and function correctly.
Thermal Printhead Coverage
The standard manufacturer’s (Datamax) thermal printhead warranty is limited to 1 year (365 days)
or 1,000,000 linear inches, whichever comes rst. This warranty does not cover printheads that
have been misused, altered, neglected, handled carelessly, or damaged due to improper cleaning
or unauthorized repairs.
The thermal printhead is covered under the manufacturer’s (Datamax) warranty. In order for
TimeMed to replace a printhead while the original printhead is under warranty evaluation by
Datamax, a customer purchase order will be required for the cost of a new replacement printhead.
If the printhead issue is covered under the manufacturer’s warranty, the purchase order will not be
used. We strongly encourage customers to purchase a spare printhead to minimize downtime.
Keyboard Coverage
If the customer issue is deemed to be keyboard or software related, TimeMed Technical
Support will assist in diagnosing errors and malfunctions over the phone. If the issue cannot be
resolved over the phone and/or the issue has been identied as a keyboard hardware failure, a
replacement keyboard will be sent to the customer via next day delivery with a call tag for their
existing keyboard.