Sato shrinks repair lead times through the channel

Series of new maintenance contracts launched across Europe both direct and indirect

Auto-ID supplier Sato has devised a new series of maintenance and service contracts for its Prestige Service partner programme that it believes will speed up the printer repair process for end users.

According to a Sato spokesperson, the new contracts will be available both through the channel and direct, shortening the lead times for maintenance work on Sato printers.

"This innovative programme enables customers to benefit from expert support at just one day's notice [for Platinum level support], reduce downtime and save associated costs," the company said in a statement. "They provide technical support to end users from certified Sato technicians."

Sato explained that customers subscribe to one of five contract service levels: an on-site maintenance contract (Platinum, Gold or Silver levels), a return-to-base contract (Bronze level) and a next-day swap-out service contract.

"Users simply contact the country call centre for immediate telephone assistance and Sato technicians are dispatched according to the contract type," it said in its announcement.

The Platinum service guarantees on-site attendance within a day, the Gold service provides interventions within two days, and the Silver level promises a response within five days for maintenance work. The Bronze contract covers machine repair work at the Sato workshop nearest the customer, with a typical turnaround time of five days from receipt of printer.