EFI’s Enhanced Service Programme (ESP) includes all-inclusive, response-based service contracts you can opt into when you buy an EFI™ Wide Format, VUTEk® or Jetrion® printing systems.
Taking customer service to new heights
With ESP, you choose the level of response that you need for your business. Each covers on-site preventive and emergency service, as well as special provisions for maintenance, repair training and parts replacement. It’s all designed to maximise your uptime and make it easier to predict service and maintenance costs year after year.
An All-Inclusive Service Contract
Your ESP all-inclusive service contract includes comprehensive installation and system integration services, on-site or classroom based operator training, colour management and more. The contract also comes with around-the clock support, and online and DVD diagnostic and troubleshooting support.
It’s quite simple. With ESP, you select from three service plans based on how urgent the need for service is likely to be. Choose from one of these response levels*:
- Critical (eight business hours)
- ProActive (16 business hours)
- Essential (24 business hours)
EFI Field Service Engineers (FSEs) will be at your site within the time frame that your contract specifies. No ifs, ands or buts.
Predictable Cost of Ownership
With enrollment in ESP, you can reliably gauge the expected costs of product service, support and training. All service contracts cover time, parts, labour and travel. In this way, you can essentially predict your entire cost of ownership up front. Predictable costs equates to greater control over your bottom line.
You are entitled to one additional training seat per year with your ESP contract. This seat can be redeemed for training at an EFI facility or on-site at your business to help operators advance their skill level and certifications. Visit our Inkjet Printer Training page for more information.
Coverage for Fiery XF and Fiery proServer
One ESP contract not only covers your inkjet printer, but also your Fiery® XF software and Fiery proServer. Under ESP, all Fiery XF software updates and upgrades are covered, as well as telephone and email support during business hours with targeted response and resolution times. For your Fiery proServer, ESP offers targeted response times on hardware escalations, hardware replacement due to failures, and telephone and email support during business hours.
On-Site Emergency Service
If a problem cannot be solved using the tools and knowledge made available to your staff through training, EFI FSEs provide on-site emergency service at your location, based on your plan level, nature of the problem and other factors.
Online and Phone Technical Support 24/7
Web-based and phone-based support services complement our widespread ESP response capability. They provide a crucial first step in solving particular problems by providing access to repair information and diagnostic tools 24/7. They also provide the latest system versions of software or firmware in real time.
* Available response times vary by printer type and installed location. Not all plans are available in all areas.