APPENDIX N – SERVICE PLANS
For enhanced warranty coverage or out of warranty printer, we offer two types of service plans.
GOLD SERVICE
• Printer repair at BOCA facility (3 business day turnaround)
• Replace defective parts (ship within one business day) – customer must return defective parts
• Free printer and parts return via UPS ground service (other delivery options to be billed to the
customer)
PLATINUM SERVICE
• Printer repair at BOCA facility (3-day business day turnaround)
• Replace defective parts (ship within one business day) – customer must return defective parts
• Free printer and parts return via UPS ground service (other delivery options to be billed to the
customer)
• Replacement printer provided within one business day, if requested. (This service will become
available one week after the platinum plan begins.)
The following items are not covered by the service plans:
• Preventative Maintenance – the customer is responsible to provide a reasonable level of
preventative maintenance as described in below link.
https://www.bocasystems.com/documents/LemurMaintenance.pdf
• Negligence – parts damaged by misuse or negligence, including damage due to defective
ticket stock, is not covered
• Pre-existing conditions - all printers must be in good working order prior to entering the
plan. The customer will be invoiced for any parts and repair work needed on printers which
were defective prior to the start of the maintenance plan. BOCA reserves the right to make
this determination unilaterally.
• Incoming Shipments – the customer is responsible for shipping charges to BOCA.
Please visit the link below for the latest pricing on our service plans.
www.bocasystems.com/serviceplans.html
APPENDIX O – TECHNICAL SUPPORT
Please go to the link below if you require technical support with your BOCA printer. There is no fee
for initial email support.
www.bocasystems.com/onlinesupportform.html
PHONE / EMAIL SUPPORT - BOCA provides free technical support via email for all printers under warranty or
service contracts. (Phone support may be provided for covered printers at BOCA's sole discretion as needed.)
Email support for non-warranty/non-contract printers is billable at $100.00 per incident. However, BOCA may (at its
sole discretion) choose to waive this fee for customers in good standing. Phone support for non-warranty/non-
contract printers will be billed at a rate of $100.00/hour for Level 1 support and $200.00/hour for Level 2
support. Billing time will be rounded up to the nearest hour. A valid credit card number is required for phone
support payments.
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