Image IV Service Level Agreement
Image IV understands the importance of service support to our customers. Image IV’s standard service-level agreement (SLAs) establishes product delivery time, uptime, service response times, and days and hours of coverage.
Service Hours. Service maintenance is generally available from 8:00 a.m. to 5:00 p.m. local time, except weekends and holidays. After-hours or emergency service can be provided on a case by case basis.
Product Delivery. Image IV's delivery time for new devices from time of receipt to time of install is approximately 3-5 business days upon receipt of the order. Supply order fulfillment for legacy and new equipment occurs within two days or less.
Device Uptime. Image IV sets the goal for the highest effectiveness level on its equipment, guarantying an average total fleet uptime of 98% for both its MFDs and HP printers. Uptime is calculated on an average over three-month periods. Image IV proactively monitors our uptime performance and takes corrective action with any unit that falls below the established threshold. If Image IV discovers a pattern across a segment, root cause analysis will be employed to discern the cause.
Response Times. Image IV will respond to all service requests received during normal business hours within four hours after receipt of a call. Typically, Image IV will respond within four hours; however rural locations (anything outside of a 50-mile radius of the local service provider’s territory) may require additional time. If permitted to maintain inventory onsite, for remote locations, we can accelerate our response time.
Total Quality Commitment Program
Free Replacement (New Equipment). If your Image IV equipment or its accessories does not operate within acceptable product specifications during the term of this program, and if the equipment cannot be repaired to perform within product specifications, Image IV will replace the copier, facsimile or accessory at no charge with a model of equal or better features and specifications. If replacement is made within one year of the equipment installation date, the replacement will be a new machine and/or accessory.
Free Loaner (New Equipment). If your MFP, facsimile or printer is out-of-service more than two (2) consecutive business days after notifying your authorized Service Provider or requires off-site service, a loaner copier or facsimile will be provided by the authorized Service Provider at no additional charge.
