HP Support Services for Scitex Printers

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HP Support Services for Scitex Printers

Progressive Profitable Printing

HP Support Services

for Scitex Printers

Support when you need it most

Overview

• Your business needs maximum printer availability to

achieve top profit margins

HP Support Services can help you achieve these goals

• Choose from a variety of service levels that best suit

your needs


Why support is crucial

Today, businesses increasingly rely on signage

for greater visibility in the marketplace. Be it retail

point-of-purchase displays, billboards, vehicle wraps,

banners, or other sign materials, highly visible signage

is what businesses deploy to attract customers and

drive business. To take advantage of this increased

demand, you need to get the most out of your printer.

Your printer is your primary production device

and its availability is crucial to your business. Any

potential issues that will impact printer uptime must be

addressed immediately to avoid production problems,

customer dissatisfaction, and loss of profit.

HP Support Services

Customer care is serious business at HP. As part of

our complete commitment to customer success, HP

provides industry-leading, professional customer care

and support through HP staff and authorized resellers,

both onsite and via advanced remote support tools.

Our entire customer care structure is geared to one

very fundamental goal: to help you enjoy increased

uptime and productivity from your HP printing solution.

HP offers three types of support services for Scitex

printers:

HP Scitex Full Coverage—an all-inclusive support

program for customers whose business depends on

non-stop production. The service includes:

− Unlimited telephone support (hardware, software,

applications) with the fastest possible response

− All service parts required to make repairs

− Unlimited onsite support (in cases where the

problem cannot be solved remotely)

− Discount on uptime kits and print heads

HP Scitex Shared Maintenance—an advanced

service offering for customers who desire to minimize

downtime by performing some of their service

activities themselves. This service requires self-repair

training and includes up to two on-site service visits per

year at no additional charge. This service includes:

− Advanced telephone support (troubleshooting and

repair assistance)

− All service parts required to make repairs

− Limited number of on-site service visits per year

− Discount on onsite service labor (when needed)

− Discount on uptime kits and print heads

HP Scitex Parts and Remote Support—a mid-level

offering for customers seeking high productivity from

their HP hardware. The service includes:

− Unlimited telephone support (hardware, software,

applications)

− All service parts required to make repairs

− Discount on onsite service labor (when needed)

− Discount on uptime kits and print heads

HP also offers two types of Extended service

agreements that include the benefits of Standard

agreements plus an annual allotment of print heads.

These service agreements make your total cost of

operation more predictable.

HP Scitex Extended Full Coverage— These service

agreements are similar to the standard Full Coverage

agreement described above, with the addition of an

annual print head allotment.

− Unlimited telephone support (hardware, software,

applications) with the fastest possible response

− All service parts required to make repairs

− Unlimited onsite support (in cases where the

problem cannot be solved remotely)

− Annual allotment of print heads

− Discount on uptime kits and additional print heads

HP Scitex Extended Parts and Remote Support

These service agreements are similar to the standard

Parts & Remote agreement described above, with

the addition of an annual print head allotment.

− Unlimited telephone support (hardware, software,

applications)

− All service parts required to make repairs

− Discount on onsite service labor (when needed)

− Annual print head allotment

− Discount on uptime kits and additional print heads


HP Scitex North America Service Agreement Coverage

Telephone and Remote

Support (normal

business hours)

Full Coverage Parts & Remote

Standard Extended 6 Standard Extended 6

Basic Troubleshooting included Basic Troubleshooting included

Covered Services Labor

(normal business hours) Included Discount 7

Travel Expenses for

HP Technician (normal

business hours)

Included Discount 7

Shared Maintenance

Advanced Troubleshooting

included

Annual allotment of onsite

visits included. Additional visits

at discount 7

Annual allotment of onsite

visits included. Additional visits

at discount 7

Covered Parts 1 Included Included Included

Covered Parts Shipping

and Freight

Print Head Allotment

None

Included Not included Not included

Varies by

machine

None

Varies by

machine

Print Heads 3,4 Discount 7 Discount 7 Discount 7

Uptime Kit 4 Discount 7 Discount 7 Discount 7

Service Notes 5 Included Included Included

Non-covered Parts 2 No discount No discount No discount

Basic Operator Training Strongly recommended Strongly recommended Strongly recommended

Shared Maintenance

Training

Non-covered Parts

Freight

HP Scitex N.A. Service Chooser

Best for Customers who want:

...”parts insurance” on service parts at

a fixed monthly fee, regardless of parts

needed

...to perform limited service activities with

assistance from HP via telephone

...to receive service training to perform

most of their own service activities to

minimize downtime

...to have a trained HP technician perform

the service at a fixed monthly fee,

regardless of hours required

...to fix/replace print heads when they fail

(variable cost)

...”parts insurance” on print heads at a

fixed monthly fee (fixed # of heads)

None

Optional Optional Required

Not included Not included Not included

Standard Extended

Shared

Standard Extended

Parts & Remote Parts & Remote Maintenance Full Coverage Full Coverage

X X X X X

X X

X

X

X

(Limited visits)

X

X X

X X

X


For more information

For more information on HP Support Services please visit www.hp.com/go/graphicarts or call your local HP authorized representative.

To learn more about HP Educational Services, please visit http://www.hp.com/education/sections/graphic_solutions.html.

Get connected

www.hp.com/go/getconnected

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delivered directly to your desktop

To learn more, visit www.hp.com/go/graphicarts

© Copyright 2010–2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and

services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall

not be liable for technical or editorial errors or omissions contained herein.

This is an HP Indigo digital print

4AA3-4369ENUC, April 2011

Onsite Uptime Parts Kits

The Onsite Uptime Parts Kit was designed to help you

significantly save time and increase productivity. These

kits contain the most frequently needed replacement

parts, based on our usage and consumption studies.

Having these kits on hand enables a qualified onsite

operator to install the new parts without delay. This

decreases your time-to-repair 24x7, and you are up

and running for higher production capability.

HP Education Programs

By sharing our deep knowledge in the field through

onsite or offsite training programs, or through various

tools, we help our customers become experts in

processes that can have a dramatic effect on printed

results. As an example, HP Color Management

Training enables you to achieve the most effective

and consistent color management workflow for

specific types of HP printing systems. A variety of

training offerings are available and your HP sales

representative can provide the details of what is

available and appropriate for your needs.

Why HP?

Our market leadership in enterprise printing can

give you confidence that support of your graphics

printing environment is in good hands. We have one

of the largest services organizations in the industry,

and manage millions of service incidents around the

world each year. This extensive experience means

we are likely to have already addressed—and

solved—whatever situations might arise. Let us draw

on our knowledge to help keep your business running

smoothly.

Global citizenship at HP

At HP, global citizenship is our commitment to hold

ourselves to high standards of integrity, contribution,

and accountability in balancing our business goals

with our impact on society and the planet. To learn

more, visit www.hp.com/go/customer and for

information about the HP Eco Solutions program, go

to www.hp.com/ecosolutions.

1 Covered parts are service parts provided to replace those parts damaged by ordinary breakage and/or wear and tear, as required to maintain the product. Print

heads are considered consumables, and are excluded from warranty (except FB7500) and standard service agreement coverage.

2 Non-covered parts are service parts and consumables purchased by the customer outside the context of a service call.

3 Under an Extended Service Agreement, print heads up to allotted quantity are covered by the agreement. Print heads in excess of allotment are sold at the

discount determined by type of agreement. No print head allotment in effect during the warranty period.

4 Discount applicable for direct customers only.

5 Service Notes includes mandatory Field Change Orders and Software revisions.

6 Extended service agreements are not offered for L65500, LX600, and LX800 printers.

7 Contact your HP sales representative for specific discounts and allotment quantities

Progressive Profitable Printing

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