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The Fujitsu Basic service program provides on-site service with a cleaning event for Fujitsu scanner customers. Basic, Post-Warranty is available after the warranty period and can be purchased in single or multi-year increments. To better serve the needs of customers with business critical scanning applications, 4-hour Response Time is available for Fujitsu scanners nationwide. If this option is purchased, Fujitsu's goal is to have a Fujitsu certified technician on-site within 4-business hours following the TAC verified hardware failure.
On-site repair service includes spare parts, labor and travel for verified hardware failures. Select Next Business Day (NBD), 4-hour or 24/7 Response time (see product name for service response time). Service is available across the United States, except certain Hawaiian Islands and areas of Alaska. On-site service is performed by a Fujitsu Authorized Field Service Engineer (FAFSE), either a Fujitsu employee or professionally trained Authorized Service Provider. Service will be provided between 8 a.m. and 5 p.m. local time, Monday through Friday (excluding holidays). On-site service outside the hours specified above may be available for rates and terms then in effect. Outside of PM events, on-site visits do not include preventative maintenance, maintenance training, consumables and cleaning materials, troubleshooting of software configuration, applications or set-up.
Each year of Basic service comes with a single cleaning event performed by a Fujitsu Authorized Field Service Engineer (FAFSE) or a professionally trained Authorized Service Provider. A FAFSE schedules an on-site visit to thoroughly clean the scanner (replacement consumables not included). This service will be provided during normal business hours at a time to be mutually agreed upon between the FAFSE and Customer within 2 weeks of initiation.
In the event of a hardware failure, the Fujitsu Technical Assistance Center (TAC) will assist you in resolving the problem over the telephone. This will assist TAC in determining if the problem is the scanner or another component of your system and if the problem can be resolved over the telephone. After TAC verifies a hardware problem, a service call will be initiated. A service technician will be dispatched to the product location to perform repair service.