Service Maintaining Your Investment
At SBI we understand the importance of maintaining your Kiosk, contactless hardware, and software. While electronics today are reliable and robust, they do occasionally need repair and service . We offer preventative maintenance, return-to-depot repair, and two levels of on-site repair.
Most manufacturers place a 1-year basic warranty on the equipment that we sell. In some cases this might be 2 or even 3 years, so please confirm with us how long the equipment is covered by a basic manufacturer's warranty. It is important to note that this will not provide on-site or fast-turnaround coverage. Most manufacturers will try to get your equipment repaired and returned to you within 30 days, including transit time. In some cases this may be sufficient; in many cases it will not.
SBI has put together additional service plans that are easy to follow and allow you to get the additional support that you need.
Repair OptionsFlexibile Service Plans
Extended Warranty / Return-to-Depot
Our most basic extended coverage simply provides a faster turnaround time than the standard manufacturer warranty.
Option A - 7 day return:From the time that your equipment is received to the time that it is sent back out, there will be a maximum period of 7 working days. This does not include weekends or holidays.
Option B - 3 day return:From the time that your equipment is received to the time that it is send back out, there will be a maximum period of 3 working days. This does not include weekends or holidays.
On-Site Service
We will dispatch a technician to your location and repair it. We recommend that for mission critical sites, either SBI or the client holds a small spares pool so that faulty equipment can be back up and running in the shortest possible time.
Option A - Next day:If you call us before 5:00 p.m. on any weekday we will dispatch a repair technician to your location the next working day. If you call us on a Friday we will come out on a Monday.
Option B - Same Day:If you call us before 2:00 p.m. on any weekday we will dispatch a repair technician to your location the same working day.
Option C - Same Day Enhanced:24 hour service, including holidays.
Software Support Options
If you are committed to constant improvement, it is possible you will want to make changes to your software as you grow. SBI provides two options for software support and development.
Option A - Block Hours:You pre purchase blocks of time in 10-hour increments that can be used as needed. Simply call up and we help you with software support, changes, and development.
Option B - Flat monthly rate(guaranteed number of hours):
When you know you are going to need many changes or significant support, we will provide a dedicated developer to you for a set cost over a monthly period.
Custom Support Options
If your business has special support requirements that can't be met by the options listed above, we will work with you to create a custom support package.
Out-of-Warranty Coverage or Abuse
If your equipment gets abused (E.G. gum in the card reader or a smashed-in touch screen), or it fails after the manufacturer's warranty has expired and is not covered by an SBI support package, we will give you a quote to repair the damage on a time & materials basis. At SBI we create peace of mind through quality service.