Service plans

Coverage chosen by how long you can be down

A service plan covers the repair or replacement of our printers and equipment. The three plans differ in one thing that matters: what happens, and how quickly, once phone support has run out of options.

Every plan starts on the phone. A device exchange or a technician dispatch follows only if the issue cannot be resolved there, so the differences below describe the second step rather than the first.

Reach a technician Compare the three plans
A fuser assembly and a photoconductor drum laid out on an anti-static mat beside a torque driver and a pair of gray nitrile gloves

What each service plan covers

Exchange warranty

Monday to Friday, 8 to 5

  • Workgroup printers only
  • Two models excluded
  • 24/7 technical support included

4-hour response

Monday to Friday, 8 to 5

  • Workgroup and production
  • On site
  • 24/7 technical support included

4-hour response, 24/7

7 days, 24 hours

  • Production printers only
  • Contracted provider
  • 24/7 technical support included

Continuous maintenance is one of the five guarantee conditions

A lapsed plan is not only a print quality risk. The five conditions apply together, so missing this one puts the MICR Performance Guarantee out of reach.

Toner and consumables are not covered by any plan. Custom plans are available for workgroup printers.

The three plans

What each plan does when the call does not fix it

Coverage hours are the hours the plan responds in, not the hours technical support is reachable. Technical support is available 24 hours a day, 7 days a week under all three.

Plan Coverage hours Initial call handled by What happens next Printers covered
Exchange Warranty Monday to Friday, 8:00am to 5:00pm Rosetta Technologies If we cannot fix the issue during your first call, we ship a device to you. We cover the shipping costs. Workgroup printers, excluding the SP 8400DNM and the SP C840DNM
4-Hour Response, workgroup and production Monday to Friday, 8:00am to 5:00pm Rosetta Technologies, then Ricoh on site We handle initial support. If on-site service is needed, Ricoh makes every effort to arrive within 4 hours during normal work hours. Workgroup and production printers
4-Hour Response, production 24 hours a day, 7 days a week A contracted service provider The initial call is handled by a contracted service provider rather than by us. Production printers only
Common to all three

What every plan includes

Technical support, 24 hours a day

Trained hardware and software technicians are reachable 7 days a week under all three plans, and the same coverage comes with every printer purchase.

How technical support works

Phone first, hardware second

A device exchange or a technician dispatch happens only if phone support does not resolve the issue. Most of what stops a MICR printer is settled on the call.

Authorization may be required

An exchange or a dispatch can require authorization before it is released. Knowing who on your side can give it saves a step at the point where the clock is already running.

Terms

Three things to settle before the purchase order

  1. A service plan must be added at the time of purchase. This is the one term that cannot be fixed later, so decide the coverage level while the equipment is still being quoted.
  2. Toner and consumables are not covered. A service plan covers the repair or replacement of equipment. ProMark™ MICR toner, maintenance kits, and stock are bought separately.
  3. Custom plans are available for workgroup printers. If none of the three standard plans matches the way a workgroup fleet is actually used, tell us how it is used and we will quote against that.

Continuous maintenance is one of the five conditions

The MICR Performance Guarantee requires the printer to be maintained continuously under an approved service plan. All five conditions apply together, so a lapse in coverage is not only a print quality risk, it is the condition that makes the rest of the guarantee inapplicable.

Reach a technician Guarantee terms
A parts dispatch bench with a picked order boxed and labeled, a scanner in a cradle, and a shelf of identical cartons behind it

An exchange is a box that ships the same day, not a work order that enters a queue.

Get in touch

Add a service plan at the time of purchase

Tell us your monthly volume and what you are running now. That is enough for a real answer rather than a brochure.

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