TRUESUPPORT TERMS
These TrueSupport Terms ("TrueSupport Terms") apply to you as any person or business entity who is a client, customer, or other purchaser of goods or services ("Client") from Levata US, LLC, or any of its subsidiaries or affiliates ("Vendor") for the purchase of TrueSupport services from Vendor ("TrueSupport" or "Services"). These TrueSupport Terms apply to Client identification ("ID") card printers ("Devices") and provides a single, comprehensive level of service as described in these TrueSupport Terms.
These TrueSupport Terms form a legally binding agreement between Client and Vendor concerning Vendor's provision of goods or services to Client. If and to the extent there exists any other written agreement executed and in force between Vendor and Client, and any of the TrueSupport Terms conflict with such agreement, such agreement shall supersede these TrueSupport Terms. Vendor and Client may singularly be identified herein as "Party" and collectively as "Parties".
WHEN CLIENT PROVIDES ITS CONSENT BY ACCESSING THIS WEB ADDRESS WHICH REFERENCES THESE TRUESUPPORT TERMS, OR PURCHASING GOODS OR SERVICES FROM VENDOR AS A RESULT OF A PURCHASE ORDER OR OTHER REQUEST FROM CLIENT, CLIENT IS AGREEING TO BE BOUND BY THESE TRUESUPPORT TERMS TO THE SAME EXTENT AS IF A PAPER COPY OF THESE TRUESUPPORT TERMS HAD BEEN MANUALLY EXECUTED, AND CLIENT UNDERSTANDS AND INTENDS TO ENTER INTO THESE TRUESUPPORT TERMS ELECTRONICALLY. CLIENT REPRESENTS AND WARRANTS THAT CLIENT HAS THE RIGHT, POWER, AND AUTHORITY TO ENTER INTO THE TRUESUPPORT TERMS AND BIND CLIENT TO ITS TERMS. IF CLIENT DOES NOT AGREE WITH THESE TRUESUPPORT TERMS, CLIENT SHOULD NOT GIVE CONSENT, AND ANY CLIENT REQUEST TO PURCHASE GOODS OR SERVICES FROM VENDOR MAY BE REJECTED BY VENDOR. THESE TRUESUPPORT TERMS MAY CHANGE FROM TIME TO TIME AND CLIENT AGREES IT IS THE SOLE RESPONSIBILITY OF CLIENT TO BE AWARE OF THE CURRENT VERSION OF THESE TRUESUPPORT TERMS.
Vendor and Client agree that this SOW shall at all times be subject to the terms and conditions found in the terms located at https://www.levata.com/client-terms ("Web Terms"). The Web terms are incorporated by reference into this SOW and, when combined with the terms of the SOW, constitute the entire agreement, obligations, responsibilities, conditions, and rights of the Parties under this SOW. Capitalized terms in this SOW shall have the meanings set forth in the Web Terms.
These TrueSupport Terms are for the purchase of TrueSupport services from Vendor ("TrueSupport" or "Services"). These TrueSupport Terms applies to Client identification ("ID") card printers ("Devices") and provides a single, comprehensive level of service as described below.
TrueSupport for ID Card Printers — Features Included
TrueSupport for ID Card Printers is a single-level bundled service. The following features are included for all covered Devices for the duration of the coverage period:
| FEATURES INCLUDED |
|---|
| Phone-Based Technical Support with Remote Assistance |
| Device Lifetime Email Support |
| Warranty Advocate Service |
| Printer Repair Facilitation |
| Loaner Coverage & Printer Repair During TrueSupport Plan Coverage Period |
| Software / Application Support |
| Complimentary One-Hour of Training Annually |
| Complimentary Cleaning Kit |
| Annual Printer Check-up Conducted Remotely |
| Trade-in Credit up to $300 for Upgrades |
| 2 Business-Hour Support Response Time |
Coverage is available in 3-year, 4-year, and 5-year subscription plans. Vendor also offers 1-year and 2-year extended warranty options. The plan selected by Client will be reflected on the supplied quote.
1. Services Description
The following Services will be rendered for all covered Devices under these TrueSupport Terms.
1.1 Phone-Based Technical Support with Remote Assistance
a. Hardware troubleshooting support and vendor escalation for ID card printers sold to Client by Vendor.
b. Support covers native hardware functionality and Vendor-sold accessories.
c. Phone support with remote assistance through the phone number, 866-945-6519.
1.2 Lifetime Email Support
a. Email support through the supplied email address, [email protected].
1.3 Software / Application Support Services
a. Configuration of Client's badging / card-design software so that it communicates with the covered ID card printer, including assistance installing the software on a Client computer and producing a test print to confirm the software is functioning with the printer.
b. Not included – designing or building card / badge templates from scratch, database setup, administration, or troubleshooting, SQL Server configuration, and ongoing software use beyond installation and printer connection. Support beyond installation and basic operation is provided at Vendor's sole discretion. Expanded badging-software support is available under a separate TrueSupport software support package, described in Section 7 of these TrueSupport Terms.
1.4 Return Merchandise Authorization ("RMA") Triage & Support Services
a. Centralized service depot at Vendor's location.
b. Management of repair contracts.
1.5 Warranty Advocate Service
a. Vendor will act as Client's advocate in managing OEM warranty claims for covered Devices.
b. Vendor will track warranty entitlement, coordinate with the OEM on Client's behalf, and manage the warranty repair or replacement process to minimize Client downtime.
1.6 Printer Repair Facilitation
a. Vendor will facilitate and coordinate all repair activity for covered Devices, including diagnosis, RMA creation, OEM coordination, and return logistics.
b. Vendor manages the end-to-end repair workflow so Client has a single point of contact for printer repairs.
1.7 Loaner Coverage & Printer Repair
a. During the TrueSupport plan coverage period, Vendor will provide a loaner ID card printer to Client for use while the covered Device is being repaired. Loaners are provided upon request only and only after phone or email troubleshooting has been completed and an RMA has been approved.
b. Loaner printer shipment will be completed to within 24 hours of RMA approval and request.
c. Some models may not have an exact match in stock. Alternative printer options will be provided, or a timeline for availability of a like printer will be given.
d. Certain Device categories are excluded from the loaner program, including most oversized card printers and reverse-transfer card printers (for example, ZC10L, Swift-series, and Evolis / Entrust / IDV reverse-transfer printers). Where a covered Device is not eligible for a loaner, Vendor will inform Client at the time of the repair request.
e. Loaner support applies to customer addresses in the contiguous United States only.
1.8 Complimentary One-Hour of Training Annually
a. Vendor will provide one (1) hour of live training per twelve (12) month period, covering operation, basic maintenance, and best practices for the covered Devices, upon request.
b. Training is delivered remotely and scheduled at a mutually agreed-upon time.
1.9 Complimentary Cleaning Kit
Vendor will provide one (1) complimentary cleaning kit appropriate to the covered Device(s) per twelve (12) month period to support proper printer maintenance, upon request.
1.10 Annual Printer Check-up (Conducted Remotely)
a. Vendor will conduct one (1) remote printer check-up per twelve (12) month period to assess printer health, firmware status, and maintenance needs, upon Client request.
b. Findings and any recommended actions will be communicated to Client.
1.11 Trade-in Credit up to $300 for Upgrades
a. Client is eligible for a trade-in credit of up to $200 (Single-sided), $300 (Dual-sided) toward the upgrade or replacement of a covered Device.
b. Credit eligibility, amount, and application are determined by Vendor and applied at the time of the qualifying upgrade purchase. Some limitations may apply at Vendor's sole discretion.
2. TrueSupport Repair
The following True Support repair management Services will be provided on applicable Devices as quoted.
Labor and Parts
Repair of Devices includes labor and parts needed to correct a fault or failure and restore a unit to factory specifications. Repairs also include, but are not limited to, electronic failures, display failures, connection failures and function failures, as well as normal wear and tear.
Cosmetic Work
Cosmetic repairs are not included in the repair of Devices. Cosmetic repairs are defined as any repair related to the appearance of the Devices that does not adversely affect the Client's ability to utilize the device for its intended purpose.
Coverage Exclusions
Coverage applies to all repairable Devices except main board and printhead. Main board and printhead repairs may be covered to the extent that manufacturer warranty covers these items. Repairable Devices includes normal wear and tear on Devices for the term of these TrueSupport Terms. Coverage does not include negligence and/or abuse. Negligence and/or abuse as determined by Vendor consists of, including but not limited to, damage due to impact, accidental breakage or other misuse as designated by Vendor. Some limitations may apply and are at the Vendor's sole discretion. Non Repairable Devices includes Devices that is crushed or exposed to liquid/water damage. Such Devices may be defined as Beyond Economic Repair (BER) and Vendor may impose flat rate repair or replacement pricing, or require the purchase of a new Device, in such circumstances. Accessories not essential to the basic function of the Device are not covered by this repair.
Condition of Items
To constitute Devices as defined under these TrueSupport Terms, Devices shall be fully functioning at the commencement of these TrueSupport Terms. Any items that are non-functioning at the start of the term will be subject to a one-time flat rate repair fee. Fee shall be equal to Vendor's then-current flat rate fee.
Repair Warranty
Vendor warrants that the repaired Devices shall be free from defects in material and workmanship for ninety (90) calendar days from ship date, or manufacturer warranty on parts.
Preventive Maintenance
Devices will undergo a preventative maintenance inspection. Vendor's technicians will check and secure the most vulnerable connection points to the device.
Shipping
All items repaired pursuant to these TrueSupport Terms include return ground shipping to the Client via commercially acceptable shipping carrier. Shipping from the Client to the Vendor shall be the responsibility of the Client. All items must be shipped to the address supplied by Vendor, which can be changed at any time by Vendor and communicated to Client.
Exclusions
The following exclusions may not be covered by the Vendor depot repair program:
a. Devices not under Service Entitlement, as defined herein.
b. Gross abuse or intentional misuse of the Device.
c. Repair of problems caused by natural or manmade disasters, including but not limited to fire, theft, water damage and floods that would cause internal and external component damage or destruction.
d. Repair of problems caused by operator error, unauthorized alterations or attempted self-repair.
e. Devices with removed or altered serial numbers.
f. Protection against theft, loss, reckless, or abusive conduct associated with handling and use of any Product, cosmetic damage and/or other damage that does not affect unit functionality, or damage caused during shipment between Vendor and third party vendor.
3. Definitions
"Beyond Economic Repair or "BER"" if applicable, means the point at which Vendor and Client mutually agree to not move forward with "time and material" repairs for any Device not covered under the warranty of the original equipment manufacturer (OEM). Any BER Device will be replaced instead of repaired.
"Device" means any individual unit of equipment identified, sold, resold, maintained, or supported by Vendor under the terms of these TrueSupport Terms, or a separate agreement between the Parties.
"Incident" means any situation where a Device is reported not operating correctly and requires support, maintenance, repair, or replacement processes.
"Loaner" means a Device provided to Client for use while a covered Device is being repaired, and used to replace Devices that have experienced an Incident.
"Non-Warranty Repairs" means all repairs on Devices that are outside of the OEM's stated warranty, or which would be included in the OEM's warranty exclusions.
"Service Entitlement" means the process Vendor will use to confirm, either through serial and/or end user details, that Services can be rendered under these TrueSupport Terms. Services can include OEM warranty processing, repair material authorization (RMA), repair, Help Desk and others specified in these TrueSupport Terms.
"RMA Approval" means the process of troubleshooting via phone or email to determine that a printer needs to be sent in for repair.
4. Terms & Conditions
4.1. Terms, Conditions and Limitations Governing Performance of TrueSupport
TrueSupport, as provided under these TrueSupport Terms, is subject to the following conditions:
a. The software on the Devices has not been modified, changed, or altered by anyone other than Vendor.
b. The operating environment meets Vendor's recommended specifications.
c. Client's systems are in good operational order and are installed in a suitable operating environment.
d. Client provides adequate troubleshooting information and access so that the Vendor can identify and address problems.
e. All fees due to Vendor are current.
In any event where Client is not in compliance with the terms described in this Section 4.1, Vendor has the right to charge Client for additional services performed on a time and materials basis, or suspend TrueSupport until Client has remedied any lack of compliance.
4.2. Best Efforts
Vendor will make its best efforts to provide TrueSupport to all Devices identified by Client and agreed to by Vendor in any event where any Device malfunctions under normal use. Vendor will not be obliged to provide TrueSupport when any Device malfunctions as a result of any of the following events:
a. any modification by a person other than the Device manufacturer or Vendor;
b. damage sustained by Device through a cause other than the wear and tear of ordinary use, such as, but not limited to, abuse, heavy pressure or impact, immersion in liquid, or exposure to extreme temperature. If abuse is detected, client end user will be contacted to authorize additional charges. Vendor is not responsible for delays caused by any client end user in obtaining such approvals.
Vendor will, at Client end-user specific request, make its best efforts to provide TrueSupport for any Devices not previously identified, or which is excluded from any Vendor general service obligation under these TrueSupport Terms ("Out of Scope TrueSupport"). Notwithstanding the foregoing, the cost for Out of Scope TrueSupport is not included in the Fees described in these TrueSupport Terms. Vendor will provide Out of Scope TrueSupport to Client and bill Client on a time and materials basis based on Vendor's then-current hourly rates.
4.3. Limitation of Service Coverage
a. Vendor will provide all the labor and material necessary to perform TrueSupport in accordance with these TrueSupport Terms. These TrueSupport Terms does not cover cables, ribbons, cards, cleaning rollers, or other consumables and/or accessories.
b. Consumable supplies and accessories furnished to Client will be billed to and paid for in accordance with Vendor's then-current supplies and accessories price schedule.
c. Client will dispatch all Devices to receive TrueSupport under these TrueSupport Terms to Vendor freight prepaid. Vendor will deliver such Device to the carrier of Client's choice and shipping method, as determined at start of these TrueSupport Terms, paid by Client. Ground freight will be selected as default unless faster method is dictated by Client. This method will be utilized for the duration of these TrueSupport Terms. Client will bear the risk of any loss of, or damage to, Devices in transit.
d. Client is responsible for the installation of the Devices serviced or repaired. If Client requests Vendor to install the repaired or serviced Devices, the installation charges will be billed on a time and materials basis.
4.4. Term and Renewal
The "Term" of these TrueSupport Terms shall be for the number of years quoted for the TrueSupport coverage from the date signed by Client below. TrueSupport for ID Card Printers is available in the following plan options:
a. 3-year subscription plan
b. 4-year subscription plan
c. 5-year subscription plan
d. 1-year extended warranty
e. 2-year extended warranty
The plan selected by Client will be reflected on the supplied quote.
4.5. Client Obligations
Client shall, during the term of these TrueSupport Terms, perform operative preventative maintenance as described in user manuals, and the manufacturer's manuals for any Devices. All insurance coverage for any Devices is the responsibility of Client at Client's sole expense.
4.6. Additional Terms
By accepting, signing, making payment, or otherwise participating in the transaction or requirements set forth in these TrueSupport Terms, Client and Vendor agree, for the purposes of the amounts, goods, services, deliverables, or other items described in this document, to be legally bound by the client portal terms located at https://www.levata.com/client-portal-terms.
5. Support Fees
5.1. Shipping costs are the responsibility of the Client, unless otherwise stated. Client will provide a shipping account number on the carrier of choice.
5.2. For the purposes of these TrueSupport Terms, the Client-selected plan will be reflected on the supplied quote. The fees for this coverage ("Support Fees") shall be paid by Client to Vendor on a basis agreed to in the supplied quote. Support Fees are payable to Vendor in accordance with the Web Terms.
6. Support Levels
Vendor shall use best commercial efforts to provide TrueSupport based on the following standardized Service levels, unless quoted with different service levels.
6.1. TrueSupport – Incident Submission
| Support Definition | Description |
|---|---|
| By Phone | Phone support through supplied phone number, 866-945-6519. |
| By Email | Through supplied email address, [email protected]. |
| Availability | Monday–Friday, 8:00am–5:00pm CT (except United States public holidays). |
| Response Time | Within 2 business hours. |
6.2. Service Level Notes
The following service levels are in effect for the services applicable.
a. Help Desk / Phone & Email Support: No fixed call cap applies. Phone and email support is provided for covered Devices for the duration of the coverage period.
b. RMA & Repair Services: RMA and repair services are provided as needed for covered Devices, subject to the coverage exclusions and Vendor-discretion provisions of these TrueSupport Terms.
6.3. TrueSupport – Incident Severity Assignment and Classification
| Severity | Criteria | Assignment | Technical Team Engagement | Target Resolution |
|---|---|---|---|---|
| 1 – Critical | The device/system software is completely unusable. The problem adversely affects time critical applications without which the Client's use of the device/system cannot proceed and day-to-day business is seriously affected. No known workaround is currently available. | Agent will determine the severity level and escalate to appropriate tier. | Immediate troubleshooting and diagnosis, engage appropriate resources during normal support hours. | Resolution as soon as possible, target of less than 1 business day. |
| 2 – Serious | The device/software is significantly impaired. Client cannot use the Device or system effectively to conduct business processes for which it is intended. No known work-around is currently available. | Agent will determine the severity level and escalate to appropriate tier. | Immediate troubleshooting and diagnosis, engage appropriate resources during normal support hours. | Resolution as soon as possible, target of less than 2 business days. |
| 3 – Minimal | Client is experiencing problems with the Device or System which have little or no impact on Client's daily business processes. | Agent will determine the severity level and escalate to appropriate tier. | Troubleshooting and diagnosis, resolution with appropriate resources during normal support hours. | Resolution as soon as possible, target of less than 5 business days. |
6.4. TrueSupport – Loaner with Advanced Exchange Services
| Device Type | Step 1: RMA Creation | Step 2: Initial RMA Triage | Step 3: Resolution |
|---|---|---|---|
| ID Card Printers | Submission by either Web, Phone or Email within 2 business hours. | Loaner Device will be shipped out of Partner depot same day if RMA created before 12PM CST (otherwise next business day). | Post repair, the device will be processed for inspection, staging, and will be returned to Client's Loaner pool within 4 business days. |
6.5. Additional Service Level Agreement ("SLA") Terms and Conditions
a. SLA timelines do not include shipping times, shipping delays or loss, delays on Client's end, or original equipment manufacturer ("OEM") support delays.
b. SLA timelines are based on Client providing proper RMA information. Client is responsible for accurate RMA creation and information. If incorrect serial number or Service Entitlement is not found, Vendor reserves the right to return Devices to Client at Client's expense and charge potential overage fees.
c. SLA timelines are based on Client providing and maintaining up-to-date processes and features including but not limited to staging procedures, files, and ancillary accessories such as ribbons, cards, and licenses required for proper operation of the device.
d. If TrueSupport Repair is not applicable, Client is responsible for having an OEM support contract or equivalent in place to facilitate proper repair of any Devices.
e. OEM contract SLAs and timelines are the responsibility of the OEM, and Vendor will not be liable for any delays that occur due to OEM support contracts.
7. TrueSupport Support (Badging Applications)
This Section applies only to Clients who purchase a TrueSupport support package. Software support covers badging and card-design software applications used with ID card printers (for example, card design and issuance applications such as CardExchange, AlphaCard / card suites, BarTender, and Loftware / NiceLabel). Software Support is purchased separately from printer TrueSupport; neither service requires the other.
7.1 Plans
Software support is available in the following plans, as reflected on the supplied quote:
a. TrueSupport-Software-1 — one (1) year term.
b. TrueSupport-Software-3 — three (3) year term.
7.2 Included Services
a. Installation and configuration of supported badging software on a Client PC.
b. Configuration of software-to-printer communication, including producing a test print to confirm the software functions with the covered printer.
c. Remote troubleshooting (phone and email, during normal business hours) of software errors, crashes, connectivity issues, and print failures for supported software.
d. "How-to" assistance with the use of the software and with adjusting or formatting the Client's existing card / badge templates.
e. Guidance on applying updates and patches for supported software versions.
f. Assistance connecting the software to an existing data source, on a best-efforts basis.
7.3 Not Included
a. Designing or building new card / badge templates, artwork, or graphic design from scratch (available as a separate professional service).
b. Database design, SQL Server setup or administration, and troubleshooting of Client-owned databases or data sources (limited assistance may be provided at Vendor's sole discretion).
c. Third-party software not sold or supported by Vendor.
d. Hardware diagnosis or repair, which is covered under printer TrueSupport.
e. Network or IT infrastructure beyond the software's connection to the covered printer.
Support beyond installation and basic operation of the software is provided at Vendor's sole discretion.
7.4 Term
The term of software support is the number of years for the plan selected (TrueSupport-Software-1 or TrueSupport-Software-3), beginning on the date signed by Client. The plan selected by Client will be reflected on the supplied quote. The terms and conditions in Section 4 and the Support Fees provisions in Section 5 apply to software support except where they conflict with this Section 7, in which case this Section 7 controls.