EFI MicroPress
Support Plans & Warranties
EFI MicroPress Summary of Support Services
EFI provides two types of support plans for MicroPress workflow software.
- The Reseller or Tier 2 support plan
is support and services EFI provides direct to certified resellers who are providing
direct support to the end user. These plans can be bundled with the original sale
of the product, be sold after the sale by the distributor or directly to the reseller
by EFI. These support services will be provided when the channel elects not to provide
reseller support. EFI's support services includes reseller phones/email support,
software patches and remote support. Product registration is required prior to receiving
any reseller support from EFI.
- Tier 3 support plan is technical
support EFI provides to major distribution partners. EFI Tier 3 support focuses
on providing the distributor with escalation support, and other services to help
improve the distributor's ability to support the channel and end-users. End-users
will call their distributors for Tier 1 and 2 support issues who will triage and
solve their customers' issues. Those items that require additional expert support,
the distributor will contact EFI directly and escalate a minority of issues to EFI
phone support. EFI will when requested provide software patches and other services
for our partners. EFI can also provide, for a fee, education services to provide
the distributor the skills and knowledge to provide other value added services to
the end user.
If you are a distributor or a reseller of MicroPress, please contact our support
organization or our EFI Sales team for more information.
EFI MicroPress Hardware Warranty
EFI provides warranties on the all the hardware components of the EFI MicroPress
solution.
Dell Hardware Warranty
The EFI Solution includes a 3-year hardware service warranty on the Dell PC. This
service warranty is the Dell Next Business Day On-site Response Service, which is
designed to provide a base level of customer support. Through the Next Business
Day Response Service, you can request a Dell certified technician at your location
the following business day (if necessary).
When you contact Dell Technical Support with an issue, you will be asked to participate
in some phone-based troubleshooting to identify the root cause of the issue. You
can help the Dell technician serve you better if you have your service tag number,
operating system version, and peripheral models that you are using. If Dell cannot
resolve the issue over the phone, a service call will be placed to dispatch the
appropriate part(s) and a service technician, if necessary.
With Next Business Day Response Service contracts, calls dispatched by Dell Technical
Support before 5:00 PM local customer time will receive a response on the next business
day (during your Principal Period of Maintenance (PM); Monday through Friday, excluding
regularly observed holidays). For calls dispatched after 5:00 PM local customer
time, the service technician will take an additional business day* to arrive at
your location. The actual response time on the next business day is dependent upon
parts delivery to the technician for the customer's local area. Once the part is
received, the Dell technician will attempt to call the customer directly to schedule
a specific time that is convenient to deliver the service that day.
Business day for this service is defined as Monday through Friday only. If the technician
is dispatched after 5:00 pm on a Friday, the parts will not be dispatched until
that following Monday and the on-site service would be performed the next business
day (which would be Tuesday).
For full terms and conditions for Dell's hardware support services, please visit:
Dell support services.