Support

EFI Fiery Central Support Plans

    EFI™ provides three Fiery® Central support plans.

    • The Tier One Support Plan offers support and services direct to the end user in North America. This plan is available with the original product sale and is required in situations in which the product sale is direct from EFI to the end user. This plan is available in one, two, or three-year terms. A minimum term of one year is required to qualify for Tier One support and must be purchased at the point of sale of the product. Product registration is required prior to receiving any reseller support from EFI.
    • EFI’s Reseller or Tier Two Support Plan provides support and services direct to certified resellers, who are offering direct support to their end users. These plans can be bundled with the original product sale or be purchased after the sale by the distributor or by EFI directly to the reseller. This support service is provided when the channel elects not to offer reseller support. EFI‘s support services include reseller phones, e-mail support, software patches and remote support. Product registration is required prior to receiving any reseller support from EFI.
    • The Tier Three Support Plan delivers EFI technical support to major distribution partners. The plan provides escalation support and other services to improve our distributors’ ability to support their channel and end users. End users can call their distributors for Tier One and Two support issues. The distributors first try to triage and solve their customers’ issues themselves. If items require additional support, the distributor contacts EFI directly and escalates some issues to EFI phone support. Product registration is required prior to receiving any reseller support from EFI.

    When requested, EFI also provides software patches and other services for our partners. For a fee, EFI also offers education services for distributors that arm them the skills and knowledge to create other value-add services to the end user. For more support information, click EFI support organization. For purchasing, click EFI Sales.