1.800.860.9111

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Support Packages

IDentiphoto is certified to repair and service, Fargo, Evolis and Zebra printers.  We also offer technical support for Imageware EPI Suite software, HID Asure ID software and the full software suite provided by Jolly Technologies including ID Flow, Label Flow, Lobby Track, Time Track, Member Track, Asset Track, School Track and Event Track.
We understand that a key component of every badging, tracking and verification solution is knowledgeable and responsive technical support.  If you would prefer to have one of our experienced technicians working with you over the phone, we offer the following support plans

Bronze  - Case (Incident) Support Package

Bronze packages include phone support, and remote-in assistance, when applicable. Our flexible pay as you go models are sold as an individual incident or an economical 3 or 5 incident package. Multi-incident support packages expire after one year or depletion of incidents, whichever comes first.  Additional incidents can be purchased.

  - One incident $125.00
  - Three incident $360.00
  - Five incident $595.00

An incident is one technical question, problem, or issue that will be managed until resolution.

Silver – Annual Solution Support Package

Covers Complete Solution – Support on hardware and software for one year.

  • Unlimited domestic toll-free phone support, including remote-in assistance during office hours, for length of contract.
  • Preferred support status for software and all equipment during office hours for length of contract.
  • Priority e-mail support.
  • Access to IDentiphoto product specialist during office hours for length of contract.

Gold  - Support and Maintenance Package

Covers support on ID badging, tracking and verification software and equipment for three (3) years from date of purchase.

  • Unlimited domestic telephone technical support for software and hardware during office hours (M-F 9 am to 5:30 pm), includes remote-in assistance.
  • “Software protection plan” for badging, tracking or verification software entitling you to receive all major and minor upgrades throughout the duration of the agreement plus the ability to request a new installation of the software license in case of existing system failure.
  • Preferred support status for software and all hardware for length of contract.
  • Printer may be sent in once annually for tune-up at the customer’s convenience, for length of contract.
    • Units will be upgraded with all retro-fittable upgrades (including drivers and firmware) introduced by manufacturer.
    • Preventive maintenance to be performed according to manufacturer’s specifications.
      • Perform full printer diagnostics
      • Calibrate sensors where necessary
      • Replacing cleaning tape/roller where required
      • Thoroughly clean the unit and encoders, if applicable
  • Loaner printers available if repair of printer extends beyond three (3) days.
  • Priority e-mail support.

(Note: Printheads and printer cases are not included under this program.)

Printer Maintenance Package

Printer only maintenance and support package available for any card printer for three (3) years from date of purchase.

  • Unlimited domestic telephone technical support for printer during office hours (M-F 9 am to 5:30 pm), includes remote-in assistance.
  • Preferred support status for printer for length of contract.
  • Printer may be sent in once annually for tune-up at the customer’s convenience, for length of contract.
    • Units will be upgraded with all retro-fittable upgrades (including drivers and firmware) introduced by manufacturer.
    • General maintenance to be performed according to manufacturer’s specifications.
  • Loaner printers available if repair of printer extends beyond three (3) days.
  • Priority e-mail support.

 (Note: Printheads and printer cases are not included under this program.)

Extended Printer Warranty

This extended warranty, lengthens the printer warranty by one year only.

  • Unlimited domestic telephone technical support for printer during office hours (M-F 9 am to 5:30 pm), includes remote-in assistance.
  • Preferred support status for supported printer for length of contract.
  • Printer may be sent in once annually for tune-up at the customer’s convenience, for length of contract.
    • Units will be upgraded with all retro-fittable upgrades (including drivers and firmware) introduced by manufacturer.
    • General maintenance to be performed according to manufacturer’s specifications.
  • Loaner printers available if repair of printer extends beyond three (3) days.

Extended Printer Warranty is available on select printers only and must be purchased prior to manufacturer warranty expiration or if purchased after the expiration of manufacturer warranty, the unit may be sent in for evaluation at your expense prior to extension.

Support packages are available on selected components originally purchased from IDentiphoto Company, Ltd.  Due to varying hardware and software components, pricing varies.  Customized annual on-going support and/or maintenance plans are also available.

Enjoy total peace of mind and contact us today at 800-860-9111 for pricing on the package of your choice.

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