A network of telephone support and cross-trained service technicians is ready 24/7 to keep your printing business running smoothly and profitably. You can count on the SCREEN team to stand with you at every stage of the process. Our certified service professionals are committed to your success. From installation and training to hardware and software upgrades to effective routine preventive maintenance and emergency break-fix solutions.
|Call Center Help Desk Response||Actions|
Actions: Callbacks within 1-2 hours max. during office hours.
|Callbacks within 1-2 hours max. during office hours.|
|On-Phone live resolution||Hardware or software specialist is connected to you to diagnose your problem|
|Phase 2: Dispatch of field support specialist||Closest and best-qualified specialist for your machine visits your facility|
|ServiceMax||Service Requests via phone through SCREEN with technical remote dispatch|
|24-hour Support Contract||Optionally available with all SCREEN devices with 24-hour support|
|Post Service Follow-Up||Every customer receives an electronic service report to document service|
Early in your relationship with SCREEN, before you are even a customer, we perform a number of analyses, site surveys, inspections and audits to make sure the proposed solution and its installation will meet your specific facility and production requirements as well as performance expectations:
Once you’ve placed an order, a SCREEN implementation team works with you to plan and provide pre-site service preparation, registration of operators and scheduling of on-site and classroom training. To achieve a smooth launch and start-up, SCREEN provides the following:
SCREEN Service has designed and deployed a world-wide, cloud-based monitoring and preventative maintenance program that anticipates and records any potential interruptions in machine and workflow performance. This unique program leverages new technologies in collaborative and shared diagnosis as well as new remote viewing and inspection solutions that put SCREEN’s best engineers on your shop floor even when they are on the other side of the planet:
Although SCREEN inkjet technology and our machines are renowned for their uptime and dependability, occasionally there can be an issue that may impact operation. Our goal is zero downtime, so we have in place a system of notifications and support access that is unparalleled in the industry.
Our factory trained and certified SCREEN Support team members are experts on your machine and your software. You receive rapid response from live call center support specialists and, when required, on-site product support specialists that work on nothing but production-class technology solutions. We understand the impact on our customer’s business when production is down and work until the problem is solved:
SCREEN Support does not end at the completion of a call. We follow up and then follow up again. We offer options for avoiding repeat incidents, provide recommendations for production process improvements and seek your honest input into our performance.
When you have a need to contact us, you receive the attention of specialists who have extensive experience, many who are 20+ year industry veterans, serving customers like you across the spectrum of production inkjet hardware, software and associated applications. All of our professional technicians are experts on your machine with full understanding of your installation and operational needs. And unlike many machine companies, SCREEN affords you access to all of our team including our National Support Services Manager and Vice President of Service and Operations. At SCREEN, there are no support dead-ends.
This service comes with our compliments on every SCREEN machine. TRUST combines real-time assistance, remote diagnosis and user maintenance support to optimize individual equipment operations and workflows. With TRUST, you can quickly recover from system errors, immediately check system status with an expert and resolve easy-to-diagnose problems via these three TRUST components: