Markem-Imaje Hardware Maintenance Service and Support Contracts
Maximize your OEE and coding investment while reducing TCO with easier, quicker access to experts and digital “Do It Yourself” services.
We have developed a complete portfolio of printer maintenance services to ensure that you experience the highest benefits from using our hardware long after purchase to power your continued growth and help you concentrate on your core business. With decades of experience providing coding innovation to brands of all shapes and sizes, we care about optimizing our customer’s production quality, output, and Total Cost of Ownership (TCO). For this reason, we continue to develop our offer to provide our valuable customers with the most complete and optimized program of maintenance services.
To maximize the return on your investment in our hardware solutions and extend your printer’s lifecycle and productivity, we now offer the sector’s most comprehensive array of digital, remote, and on-site maintenance services, tailored to your requirements. Our innovations in self-support, remote, and in-person services are tailored to empower you to optimize production uptime and Overall Equipment Effectiveness (OEE).
Designed to satisfy Industry 4.0 demands for increased customization and remote 24/7 digital assistance to reduce downtime and enable non-stop production, our portfolio of maintenance services is tailored according to your production needs, available skillset, and available resources, leveraging AI, IoT, and decades of expert knowledge.
Main benefits available
- Global yet local, 24/7 support network for fast incident response.
- Personalized, on-demand services throughout the solution’s lifecycle.
- Quick recovery from unexpected issues and increased OEE.
- Unique Advanced Exchange Service for broken parts to reduce downtime.
- Cost predictability and reduced total cost of ownership.
- As needed, easy access to documentation, AI troubleshooting guides, videos, and training.
Principal features of our digital self-services, remote services, and on-site services
Digital self-services
- Portal & e-Commerce
View installed base, contracts, order and track spare parts and consumables 24/7. - Virtual Assistant 24/7
Cut downtime by quickly resolving technical issues thanks to our AI-powered knowledge base, live chat and escalations paths. - Connected Printer Services
Self-support and helpdesk printer services powered by secure IoT.
Remote services
- Helpdesk Support
Access our experienced teams of engineers and technicians locally. - Advanced Exchange Service
Boost uptime with our unique program, allowing fast and direct replacement of a broken part. - Live Chat Agent Support
Instant technical support 24/7 worldwide. - Remote Video Support
Instant remote support with live video guidance.
On-Site services
- Preventive Maintenance
Sign-up for regular Preventive Maintenance visits to prevent costly, unplanned downtime. - Break Fix visits
Markem-Imaje has 850+ field service engineers worldwide to support you with break fix when needed. - Expert Visits
Streamline coding operations, optimize the printer fleet and drive continuous improvements.
Our portfolio of maintenance services has been developed to provide an immediate response to your printer issues and to anticipate and avoid downtime. Additionally, a full 70% of customer printer issues can be solved by using our remote and self-services, and the user experience is excellent. Read here some of the feedbacks:
“Works great. I call that Industry 4.0”
“Superb tool and assistance from your team”
“Great tool for troubleshooting”
“Super friendly and rapid support”
“It really is an excellent tool”
“Thanks to implementing such a tool, our issue was resolved”
“Good support. Something new and advanced”
“An excellent idea to deliver support”
“Again, super quick help, everything was great”
The need for essential maintenance
All industrial printers, whatever the technology, have a compulsory minimum maintenance program, essential to their proper operation. It is entirely up to you who conducts this essential service, but there are further advantages in addition to those listed above why you should entrust Markem-Imaje with your maintenance service.
- Our engineers are industrial printer experts who know our printers better than anyone so you can enable your staff to focus their time and energy on your core business.
- We offer worldwide coverage with more than 850 engineers across key markets and multiple nations globally.
- As your production evolves, you will need advanced digital tools and rapid response services for maintaining optimal performance and minimizing downtime.
Hardware Maintenance and Support Contract Options
Every company has differing maintenance capabilities and requirements, and, for this reason, we support the highest level of flexibility possible with our services offer, providing three levels of maintenance and support contract, as well as the possibility to add further maintenance services to each package, as required.
| Service Portfolio | Standard | Advanced | Ultimate | |
| Digital Self-Service | Virtual Assistant | ✔ | ✔ | ✔ |
| Virtual Assistant Plus | ✔ | ✔ | ✔ | |
| E-shop and Customer Portal | ✔ | ✔ | ✔ | |
| Preventive self-maintenance parts | Optional | - | - | |
| Advanced Exchange Service | Optional | Optional | ✔ | |
| Connected Printer Services | - | Optional | Optional | |
Remote Services | Helpdesk Support | 8/5 | 8/5 | 8/5 |
| Live Chat Support | 24/7 | 24/7 | 24/7 | |
| Remote Video Support | 8/5 | 8/5 | 8/5 | |
| Predictive Monitoring Services | - | Optional | Optional | |
| On-Site Services | Preventive Maintenance Visits | - | ✔ | ✔ |
| Expert Visits | Optional | Optional | ✔ | |
| Break Fix Parts and Labor | - | - | ✔ |
Contact us and start maximizing your OEE
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