EFI Digital Store Front Summary of Support Services

EFI™ considers high levels of software product quality and customer satisfaction critical to the success of our Web-to-Print business strategy. The Direct or Tier 1 support plan includes support that EFI provides direct to end users. It is sold directly to the end user by EFI or via our sales partners to the end user.

To ensure that the end users receive the most updated software and services and have access to additional product information for Digital StoreFront, EFI requires that all products be registered at the EFI Digital StoreFront Registration page.

End User Support Services Include:

• Direct (phone and email) end user support.
• Software updates.
• On-line access to product information.

Support Plan Years

• Year One is required with product at the time of purchase.
• Other support packages are available for additional years.
• EFI can resell support services directly, if necessary.

Professional Services (requires a quote)

• Implementation Services.
• Report Creation/Report Generation.

Other Services per published rates

• On-site installation and configuration.
• On-site consultation.
• Additional on-site training.
• Technical product training.

For more information please speak with your EFI sales or service representative.

EFI Digital StoreFront Hardware Warranty

EFI provides warranties on the hardware components of EFI Digital StoreFront.

Dell Hardware Warranty

The solution includes a three-year hardware service warranty on a 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, users can request a Dell certified technician at their location the following business day, if necessary.

When contacting Dell Technical Support with an issue, users will be asked to participate in some phone-based troubleshooting to identify the root cause of the issue. Having the service tag number, operating system version and peripheral models that is being used will help expedite the process. 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 p.m. local customer time will receive a response on the next business day during the principal period of maintenance on Mondays through Fridays, excluding regularly observed holidays. For calls dispatched after 5:00 p.m. local customer time, the service technician will take an additional business day* to arrive at the 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.