SERVICE CONTRACT TERMS AND CONDITIONS
6.3 Service does not include repairs to (1) accessories, paint, covers, cosmetic
1. TERM appearance or refinishing of the equipment or furnishing materials for this purpose (2)
electrical work external to the machines or of accessories, alterations, attachments or
1.1 This Service Contract (Contract) defines how Printronix will provide service on each
other devices not furnished originally unless specifically stated in this Contract.
piece of Customer equipment covered (individually, service contracts). This Contract
6.4 Service does not include other vendors' equipment or accessories (except as
shall become effective on the service commencement date of the first Customer service
specified in this Contract) attached to or installed in Printronix equipment.
contract and continue until modified in writing by Printronix or until the final service
6.5 All repairs (including parts and labor) required by such excluded damage will only
contract terminates without renewal.
be made with the approval of the Customer and will be billable at the applicable per call
1.2 The Customer may terminate any service contract with 30 days prior written notice.
rates and terms then in effect.
If a multi-year service contract is terminated, any refund due will be calculated by
6.6 Printronix is not liable for rendering any services that are impractical for Printronix
prorating the period used using one year rates. A termination fee of $100 will be
service representatives to perform because of the equipment’s connection to other
charged for each terminated service contract.
mechanical or electrical devices not furnished by Printronix.
1.3 If any invoice issued under this Contract is not paid within 30 days, the service
6.7 Printronix is not liable for jamming due to special media such as labels or multi part
contract will be suspended, and will be canceled if not paid or resolved within 90 days.
forms that are determined by Printronix to be sub-standard.
If any service was performed on equipment during the period the service contract was
suspended, it will be billed at the applicable per call rates then in effect. To restart
service after it has been canceled, a pre-contract inspection may be required. 7. ACCESS TO EQUIPMENT
7.1 The customer shall insure that Printronix or its subcontractors shall have access by
2. RENEWALS telephone to a person at the location of the equipment under contract to assist the
technician in performing preliminary problem diagnosis prior to dispatching a technician
2.1 A renewal invoice will be sent before each service contract expiration date.
and parts to fix the problem on-site.
Renewal invoices must be paid prior to the new service commencement date to
7.2 The customer shall insure that Printronix or its subcontractors shall have full and
continue service. If service is not continuous for any reason, a pre-contract inspection
free access to the equipment during the on-site service call.
may be required prior before restarting service.
8. MOVEMENT OF EQUIPMENT
3. ELIGIBILTY FOR SERVICE CONTRACT
8.1 The Customer shall give Printronix at least 30 days prior written notice of its intent
3.1 All included equipment must be in operating condition prior to the start date of the
to move any covered equipment. Printronix personnel shall perform the dismantling
service contract.
and packing of the equipment, certify the condition of the equipment prior to shipping to
new location, and unpack, inspect, and reinstall the equipment at the new location.
4. SERVICE RESPONSIBILITIES Printronix will charge Customer to move the equipment at the applicable rates then in
effect, and for all packaging and shipping cost. Equipment moved to a location that is
4.1 Printronix will provide services under this Contract sufficient to maintain the
subject to a remote location surcharge will be billed pro-rata for the surcharge.
equipment in good operating condition. Printronix agrees to respond to remedial
service requests as specified in section 5. Printronix customer service dispatch must
be notified to initiate a service call using the following toll free numbers: 9. DEPOT REPAIR
1 (800) 854-3181
4.2 Service will include replacement of parts deemed necessary by Printronix. All parts 9.1 For printers under a “Depot Repair” contract, the customer is responsible for
inbound freight, with Printronix paying return freight (standard ground).
used to support this Contract will be new or equivalent to new. Replaced parts
9.2 Turn-around time for Depot Repairs is 7 business days after receipt.
removed from the system become the property of Printronix. All customer consumable 9.3 Printers received that show signs of physical or shipping damage, or have signs of
items such as paper, ribbons, fusers, thermal printheads, etc. are excluded from excluded defects listed in Section 6 (Exclusions). If such units are received, the
Contract coverage. customer will be contacted informing them that this printer is not covered under Depot
repair. At the customer’s discretion Printronix will either furnish a repair quote and
repair the printer, return it to the customer unrepaired, or dispose of the printer.
5. PERIOD OF SERVICE AVAILABILITY & CHARGES
5.1 This Contract entitles the customer to on-site service by the close of the next 10. GENERAL
business day during the period of 8:00 AM and 5:00 PM local time, Monday through
Friday, except Printronix holidays as listed in section 12, provided that the service call 10.1 The customer agrees that Printronix will not be liable for any special, indirect
is received by Printronix no later than 3:00 PM Pacific Time for sites in the U.S. and consequential damages.
11:00 AM Pacific Time for sites in Canada. 10.2 The terms and conditions of this Contract shall prevail notwithstanding any
5.2 The Contract pricing does not include customs, import duties, federal, state, variation from the terms and conditions of any present or future order submitted by the
municipal, other government excise, sales, use, occupational, or like taxes now in force customer for service.
or hereafter enacted which Printronix is required to collect, except for any tax based on 10.3 This Contract supersedes all prior Service Contract Terms & Conditions or
Printronix' net income or for any franchise or other tax imposed on Printronix for the understandings between the parties and may not be changed or terminated orally.
right to conduct business in the customer's location. 10.4 This Contract will be governed by the laws of the State of California.
5.3 All prices are subject to change on the anniversary date of the Contract. Printronix
will notify the Customer in advance of any pending price changes. 11. Printronix HOLIDAYS
5.4 Printronix may determine that equipment must be shipped to its facility for repair.
New Years Day January 1
Printronix will pay for the shipment to and from its facility in such cases.
5.5 Printronix may at its sole discretion deem any equipment not repairable and cancel Presidents Day Third Monday in February
the service contract. The pro-rated balance of the service contract will be refunded to
the customer in such cases. Memorial Day Last Monday in May
Independence Day July 4
6. EXCLUSIONS
Labor Day First Monday in September
6.1 Service is contingent upon the proper use of all equipment and does not cover
Thanksgiving Day Fourth Thursday in November
equipment which has been modified without Printronix's written approval, or which has
been subjected to unusual physical or electrical stress. Printronix shall be under no Day After Thanksgiving Fourth Friday in November
obligation to furnish service (preventative or remedial) if: (1) adjustment, repair or parts
replacement is required because of supplies, operator-caused error, or repeated Christmas Day December 25
misuse of equipment; (2) the equipment is maintained or repaired or if attempts to
repair or service the equipment are made by other than authorized Printronix
personnel, without the prior approval of Printronix; (3) the equipment is removed from
its location of initial installation and/or reinstalled without the prior approval of Printronix;
(4) equipment damage is caused by the use of Non-Printronix Genuine Consumables.
6.2 Service does not include damage from acts of God, such as fire, flood, lightning,
earthquake, electrical disturbances, etc.
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