The basic service is covered during warranty & subsequently by the maintenance contract.
On-site service covers activities like installation, maintenance and service/repair of products during regular office hours (as above). The cost for travel and working time, parts and toner as well as imag¬ing units is included in the maintenance contract.
Service Desk provides remote services likeconfiguration, firmware update and trouble shooting of MFPs.JAME Fleet Monitoring Tool is available to proactively serve the customers by alerting through email to customer and service desk for any kind of malfunction with the MFP.For Full Service Contract customers, Fleet Monitoring Tool provides proactive support by automatic toner replenishment, getting the automatic Page Count Report etc
Resolution time is defined as the time during which the standard output functionality is not available on the system.