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Service Maintenance Contract

Service Maintenance Contract Details

First, a very important item to remember is that the fastest way to have Function4 respond to any service request is to contact our Service Dispatch Team at (409) 892-0672. Please provide the equipment ID number located on the label on the front of the machine. If you need additional assistance or have other concerns just let our Dispatchers know and we’ll have the right supervisor or manager contact you promptly.

What is covered under my Function4 contract?

  • The full commitment of all Function4 employees to provide you with the very best service and satisfaction of your new product &/or service.
  • Training on the operation and functions of your new equipment during the installation and as needed during the life of your contract.
  • Guaranteed delivery of supplies and successful servicing of all hardware to your satisfaction throughout the life of the contract during normal business hours (8:00 AM – 5:00 PM), excluding holidays.
  • Guarantee of optimum performance and proper operation within the manufacturer’s specification upon the successful completion of each service request cycle.
  • Guaranteed four-hour response time, on average, for all service requests. We are willing to guarantee this commitment in writing with financial accountability.
  • Guarantee that each service call will be completed in a timely manner using a 39 point checklist to verify the proper operation of each major function.
  • Guarantee of the manufacturer’s involvement for any hardware or operational concerns
  • Function4 will use only vendor-approved supplies and parts designed for optimum machine performance. Any part or supply that does not produce its full yield will be replaced without question, free of charge.
  • On request, Function4 will provide you with our Service Performance Reports showing our overall service rating as a proven leader in the service industry
  • On request, Function4 will provide an assessment review of your account with a comparison to your model group.
  • Periodic field audits by our managers of your equipment and our Customer Service Team. These reports are available on request.
  • Automatic notification to management of any machine that has exhibited excessive service within a 30 day period. This will generate an immediate audit of the machine and the service we are providing. Once assessed our managers will respond promptly to resolve the situation and ensure your satisfaction.

What is not covered under my service maintenance contract?

  • Staples or other supplies
  • Service labor cost or replacement of parts damaged due to abuse or neglect or equipment use contrary to training
  • Moving or relocating equipment within your office or at a new site
  • Damage to machines that occurred during an equipment move if not performed by Function4
  • After hours service
  • Network and Connectivity issues not related to hardware after 30 days of the initial equipment installation. Our staff is fully committed to assisting your IT team resolve these issues, such as IP address, file or application errors, driver incompatibilities, etc.