WARRANTY AND MAINTENANCE AGREEMENTS

The Insource Service team is trained and experienced on the installation, set-up, maintenance and repair of the solutions we deliver to our customers. We also provide maintenance agreements on equipment not originally delivered to you by Insource. This service is available where we have technicians properly experienced and trained on the equipment.

Our solutions are delivered with a Solution Specific Warranty which typically includes installation, training, set-up, replacement parts, and labour for maintenance over a specific period of time. At the end of the warranty period, we provide a preventative maintenance program that is tailored to your specific needs. The program includes a PM plan and expert, and on-site service from our factory-trained technicians.

The maintenance programs are flexible and tailored to our customers’ unique requirements. For agreements that are established as parts only, parts and labour, or in cases where unique coverage is required, we include customer service after hours on weekdays or weekends. We work with you to customize your maintenance agreement to meet the specific needs of your business today and tomorrow.

PREPAID 40 HOUR BLOCKS OF SERVICE AGREEMENTS

When you have in-house trained technicians, we offer alternatives to meet your specific service requirements.

A 40-hour block of service is a flexible way of getting priority service, and many other benefits. This program includes 40 hours of prepaid on-site or telephone support, free travel time, billing on the hour and a 10% discount on parts installed by Insource.

This program offers you great flexibility and access to the experts when needed. You also have access to extra resources when you need them most. Most importantly, when you have the blocks of service in place, you have priority dispatch of factory trained technicians with a simple call or email.

PER-CALL SERVICE

Insource technicians are also available to assist you on a per-call hourly basis.

Under this program we dispatch a technician to your site to assess the work required to repair your equipment. Upon arrival, the technician’s priority is to inspect, troubleshoot and develop the action plan to get your equipment operational as quickly as possible while also keeping you informed.

Before executing the action plan, the technician discusses options with you, provides an estimate of time to repair, and determines the parts that may be required. With your approval, the technician will proceed.

One hour travel and one hour service is the minimum charge for per-call service. Additional time is billed on the hour.

TELEPHONE SUPPORT

Our goal is to support our customers’ success, regardless of the service contract we have in place with you.

If you have an issue and we are aware of your situation, we provide casual telephone support. If the issue cannot be resolved in 10-15 minutes, we will dispatch a technician.

In situations where a technician provides telephone support after hours, or for an extended period of time, the appropriate hourly rate is applied.

ONLINE VISION SYSTEM SUPPORT

Insource is a leader in the deployment of vision system solutions.

The competitive advantage of a vision system is like comparing travel by horse and carriage to travel by car. You will get there eventually, but you may not get there on time – or you will be too tired to enjoy the moment.

Your customers insist you meet deadlines and deliver jobs with 100% job integrity and accuracy. Our vision systems provide this capability, and part of our support offering is online software support.

If you enable remote access to your system, our technicians can monitor the operation of your system proactively, assist with set-up, and also correct issues quickly when you encounter a situation that is new to you.

EQUIPMENT SET-UP AND TRAINING

Insource always includes installation, set-up and training for the solutions we offer to our customers.

After utilizing the system for a period of time, you may want to have additional and new staff trained on the operation of the solution. You may want Insource to come on site and set-up the solution for a unique customer job, or you simply want Insource to handle on-going set-up for your team.

We provide these services on a per-call basis or under a fixed price tailored to your specific needs.

AFTER HOURS AND WEEKEND SERVICE

Meeting the demands of your customer is a key to success. When you encounter a critical situation, your customer expects you to go the extra mile. We can support you in these situations with special service coverage, such as after hours or weekend coverage, which are available upon request with three business days’ notice.

Availability with less notice is dependent upon availability of appropriate resources. After hours and weekend coverage are available at 1.5x our standard hourly rate with two hour minimum. On-call coverage is also available for stand-by charge per day on weekends.