Time and Materials (T&M)
Our standard charge for customer’s without a maintenance contract is $129.00 per hour. Trip charges are calculated as the distance from the Service Technician’s home zip code to the customer’s equipment installation site and back at 37.5 cents per mile. Travel time is calculated by dividing the calculated mileage by the average travel speed of 45 mph. Onsite time and travel time are both rounded to the next quarter hour after a minimum of one hour for each. . Subject to technician availability

Customers with service contracts receive priority over customers requesting T&M repairs.

A duly authorized Purchase Order or Credit Card number is required before dispatching service personnel. Verbal purchase orders or personal names will not be accepted as valid purchase orders.

After-Hours Service
The charge for after-hours service is $195 per hour with a two-hour minimum, plus 37.5 cents per mile portal to portal. Holiday service is $258 per hour with a two-hour minimum, plus 37.5 cents per mile portal to portal. This service must be pre-approved by the Chief Operating Officer. All parts and materials are extra and sold at list price for all non-contract covered items and services.

Pre-Contract Inspection
All equipment and hardware options to be covered on Depot or On-Site Maintenance may require a pre-contract inspection to assure the hardware operates to current manufacturer’s specification. Items not in compliance will need to be returned to specification at the customer’s expense prior to coverage. AIS will repair units to manufacturer’s specification at normal time and material rates for labor and parts

Exclusions to Maintenance Agreements

• Equipment and or accessories not specifically listed on the maintenance agreement
• Print heads – Coverage is available at an incremental charge.
• Cables - external and detachable
• Standalone power supplies
• Batteries – unless specifically requested to be covered on a maintenance agreement
• Application loading – unless specifically requested to be covered on a maintenance agreement
• Configuration Management – unless specifically requested to be covered on a maintenance agreement
• Labels stuck or jammed
• Misuse and/or mistreatment of equipment
• Installation & maintenance of customer consumables
• Acts of God
• Cosmetic repairs

Service Quotations
Service contracts are issued subsequent to customer acceptance of quotation and the concurrent receipt of a duly authorized company purchase order or credit card number.

Service quotations for hardware support are available through your sales person or from Service Contract Sales at 214-575-6900 or 800-685-0213

• Prices are subject to change upon verification of the model number and installed options
• Prices shown on the quote represent annual prepaid charges
• Prices will remain in effect for 30 days from the submission of the quote
• Prices provided on a quote are for quote purposes only and is not a binding contractual agreement.
• Prices quoted are predicated on the award of all the equipment being bid upon.
• Prices, unless otherwise noted, assume the product to be serviced is within a 50-mile radius of travel from an AIS service location.

Payment Terms
AIS offers two options for billing of maintenance agreements, quarterly or annual billings. If the quarterly option is selected, a 10% surcharge is added to the contract price and divided into four installments. Payment terms are Net 20 days (from invoice date) or payment by credit card (Visa, MasterCard, and American Express). Note: Service will not be provided if payment has not been made on the maintenance agreement or if there are any past due invoices on the account. All time and material calls require in advance an authorized purchase order or credit card number. AIS reserves the right to refuse service based upon D&B rating or other credit information.

Equipment Changes
Equipment changes to the Agreement must be received no later than 60 days prior to the ending date to avoid erroneous billing.

Cancellation
AIS service agreements are non-cancelable during their term. AIS would appreciate 60 days notice if the coverage will not be renewed.

Coverage of Replacement Equipment
AIS on some products will credit and apply the unused portion of a current AIS maintenance agreement to a new AIS maintenance agreement if the remaining term is greater than 30 days for covered equipment supported by AIS and replaced with other equipment purchased from AIS. All equipment unless shipped from AIS or the manufacturer is subject to a Pre-Contract Inspection. All transfers of coverage are subject to manufacturer’s franchise policies and regulations.

Software Support

Software support contracts are sold through AIS as a value added extension. The contracts are supported by the original software development company. Terms and conditions for software support will vary and be unique for each product and with each development organization.

Meeting your Needs.
Sales and Service is not a few sizes fit every business need. Give AIS the chance to customize an approach specific to your needs if our standard offerings are not the best fit.

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