Support and Maintenance:

Rosetta Technologies offers a variety of service options to fit customers’ individual needs. Benefits of having your equipment covered by one of the service plans include:

• If a technical problem arises, all parts and labor are included
• All covered printer products include Rosetta Technologies’ MICR Performance Guarantee
• 24x7 telephone support is included with all printer service plans. Contact 1-800-937-4224 option 2, followed by option 1 for hardware or option 2 for software support.

You can also obtain support by emailing the following:
Hardwaresupport@rosettatechnologies.com
Softwaresupport@rosettatechnologies.com

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MICR Service Options-Work Group MICR Printers:

Advance Exchange Warranty: Included for one year with Rosetta Technologies’ workgroup printers (except the SP 8300DN MICR). This warranty covers defects in materials or workmanship that cannot be resolved through telephone assistance. Rosetta ships a replacement printer to the customer within two business days via regular-ground transport. Using the replacement printer box and packaging, the customer then ships the defective printer prepaid back to Rosetta Technologies.

Express Exchange Warranty Upgrade: If telephone assistance does not resolve the technical problem, Rosetta ships a replacement printer to the customer via overnight delivery. Using the replacement printer box and packaging, the customer then ships the defective printer prepaid back to Rosetta Technologies.

Monday-Friday 8:00 AM-5:00 PM Next Business Day Onsite Service: If the problem cannot be resolved through telephone assistance, a technician will be dispatched on site the next business day to repair the printer. Parts and labor are covered under the maintenance agreement, but consumable items are not.

Monday-Friday 8:00 AM-5:00 PM 4-Hr Response Onsite Service If the problem cannot be resolved through telephone assistance, a technician will be dispatched on-site, during normal business hours, within a four-hour window to repair the printer. Parts and labor are covered under the maintenance agreement, but consumable items are not.

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Production MICR Printers:

Monday-Friday 8:00 AM-5:00 PM Next Business Day Onsite Service: If the problem cannot be resolved through telephone assistance, a technician will be dispatched on site the next business day to repair the printer. Parts and labor are covered under the maintenance agreement, but consumable items are not.

Monday-Friday 8:00 AM-5:00 PM 4-Hr Response Onsite Service If the problem cannot be resolved through telephone assistance, a technician will be dispatched on-site, during normal business hours, within a four-hour window to repair the printer. Parts and labor are covered under the maintenance agreement, but consumable items are not.

7x24 4-Hr Response Onsite Service: This is limited to production printers. If the problem cannot be resolved through telephone assistance, a technician will be dispatched on-site within four hours, 24 hours per day, seven days a week. Parts, and labor are covered under the maintenance agreement, but consumable items are not.

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Rosetta Technologies’ Software Service:

Monday-Friday 8:00 AM-8:00 PM (EST) 1-Hr Response- For all CheckStream, OnSight, Rosetta Print Manager and X9Print software, the service agreement provides unlimited telephone software maintenance and support services, including subsequent updates, at no additional charge.

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Additional Services

Paper/Check Stock Evaluation: Rosetta will evaluate the paper or check stock to be used. The evaluation results provide information on factors such as propensity for jamming, curl, and adhesion.

MICR Document Evaluation: Rosetta will evaluate sample checks printed on the MICR printer. The evaluation results will include information on MICR character spacing and alignment, character dimensions, adhesion, clear band interference, and other character and formatting specifications defined in the ANSI documents on check printing.

Disaster Recovery: Rosetta can provide various support for continuity of check printing operations. From printer hot swaps to relocation services, our staff will work out the best solution to fit your needs.