Service Contracts

To ensure peak performance and guaranteed continuity of operation of your SATO equipment SATO offers service contracts with response times to suit your business needs.

SATO is committed to providing high quality technical support to all our customers

SATO teams of factory-trained technicians deliver telephone, on-site and workshop services to ensure your business continuity and satisfaction.

In today’s fast-paced manufacturing and logistics environments, operational downtime is a major cause for concern for modern businesses. At SATO, we understand that waiting around for on-site maintenance can be a costly exercise. And in reality, only 14% of all conventional maintenance work carried out by SATO customer engineers on site requires the technical input of an expert.

That’s why we’ve developed a ground-breaking remote preventative maintenance solution to help keep print operations running on time, all the time with minimal disruption to SATO customers’ operations. SATO Online Services (SOS), is a cloud-based IoT-enabled system that acts as a virtual customer engineer ‘right on site’.

In addition, for customers who would prefer a network-based solution - SATO Alerte, a secure asset management tool communicates maintenance requirements via email.

Both the SOS and Alerte solutions have been developed to prevent printer issues before they arise by translating virtual data into actionable, trouble-shooting measures. Compatible with SATO's NX Series & FX3 Series of label printers and with a range of packages available, SATO preventative maintenance solutions help customers to eliminate downtime and the associated loss of revenue.

SATO Value Support

Rapid printer repair service for complete peace of mind

Whether you operate in a Retail, Manufacturing, Food, Transport and Logistics, Government or Healthcare environment you can rely on SATO Value Support and additional add-on support services to cater for the servicing and maintenance of your SATO printers.

Our aim is to ensure your print operation runs at optimum efficiency with minimal downtime all the time - a must for all fast-paced, modern operations.

Why use SATO Value Support?

• Reduced cost of ownership
• Rapid response repairs to minimise downtime
• Extends the life of your SATO printer
• Fixed pricing eliminates unexpected servicing costs
• Various contract formats available to suit your business needs
• Servicing carried out by the nearest SATO servicing centre or approved partner
• Available across Europe*

*SATO support is available via SATO or local approved service partners across the majority of Europe. Please check with your local SATO office to ensure your location is covered.

SATO Value Support Contracts

We have a number of flexible contracts to choose from. Please use the table below to discover which option suits your unique business needs. For further details, please get in touch with your local SATO office today for a no obligation chat.

	Contract Type	What’s Included	Duration	Restrictions
	Extended Warranty	Covers all functional failure	1 or 2-year extended warranties available in addition to standard 1-year warranty	Excludes wear parts and physical damage Must be taken out at time of purchase
	Return to Base Full Service Bronze++	Covers all functional failure and all printer parts including the print head. Optional units such as cutter, dispenser, RFID and WLAN can be included at an additional cost Return your printer to the nearest SATO repair centre (or approved service partner workshop) and receive It back within 5 days	1-3 years	Excludes physical damage Subject to local delivery timescales
	Return to Base Standard Service Bronze	Covers all functional failure Return your printer to the nearest SATO repair centre (or approved service partner workshop) and receive It back within 5 days	1-3 years	Excludes wear parts and physical damage Subject to local delivery timescales
	On-site Services Platinum	Access to a technician on-site within 24 hours	3 years	Location dependent
	On-site Services Gold	Access to a technician on-site within 48 hours	3 years	Location dependent
	Swap Out Service	Receive a replacement printer by the next working day	3 years	Subject to local delivery timescales
Installation, training, repairs, spare parts and cleaning kits also available

Please note: Further restrictions or add-ons may apply depending on the printer model. Contact your local SATO office for details.

SOS

SATO SOS is a cloud-based system that connects SATO NX & FX3 printers with SATO, sharing information that enables remote preventative maintenance and error detection without the need for an on-site engineer. Through online connectivity, the status of multiple printers is monitored, proactively preventing costly downtime and associated loss of revenue.

Download brochure

In addition, the system tracks daily data across multiple units and locations, allowing printer maintenance technicians to offer efficiency improvement recommendations. A broad range of data is collected, including: serial number, location, status of expendable parts, systems information and error logs.

SOS data helps customers to streamline their operations. For example, printer allocation and the need for additional printers, part replacement, stock replenishment and printer errors can all be identified in real-time. This allows managers and engineers to act with preventative measures and keep operations running. Before SOS, operational challenges could only be identified as they occurred, resulting in unplanned downtime.

The SOS solution is capable of operating in two modes: ‘real time’ that monitors the printer online (and communicates via MQTT and HTTPS encrypted data) and ‘on-demand’ that requires no internet connection. Currently offered with real-time mode, the solution will soon be available in on-demand mode as an alternative for operations without an internet connection or those operating under strict security protocols.

Using on-demand mode will be made easy for users with a dedicated app that enables the scanning of a 2D barcode, displayed on the printer LCD, with a smartphone. The user can simply send data to the cloud from their mobile device to generate maintenance support.

A range of SOS packages are available for SATO customers.

Contact us to find out more

Benefits

• Manages operation status of printers on Cloud for global operations
• Provides access to printer status data for users
• Allows remote firmware updates of printers to add new features
• Substantially reduces amount of time required to pinpoint problems
• Keeps operations running and eliminates unplanned downtime
• Allows notification of errors
• Enables on the spot troubleshooting, without the need for an engineer on-site
• Allows user to visualise and plan replacement of parts
• Compatible with the SATO NX series of industrial label printers & FX3 series of standalone label printers

Alerte

Complementing the SOS solution, SATO Alerte is a secure asset management system that sends accurate printer data based on pre-set parameters to internal and/or external service teams or individuals via email. Recipients can then use the data, which highlights issues such as preventative maintenance opportunities and stock replenishment requirements, to streamline operations and eliminate downtime.

Alerte technology communicates with recipients via the customers’ email network and is visible to IT management as a regular user sending daily emails. For optimum security, Alerte features a firewall setting and in addition, printer access to the email network can be restricted to outgoing emails only. For convenience, the SATO Alerte is compatible with the SATO NX series of industrial printers & SATO FX3 series of standalone printers with a LAN or WLAN connection.

Providing regular notifications and reminders for inspection and cleaning touchpoints, the Alerte system removes the risk of human error when scheduling preventative maintenance measures. The system also updates email recipients with real-time printer status items, such as capacity and expendable parts, so that any issues can be intercepted before they cause an operational issue.

Notification emails are sent specifically to the person they relate to, reducing unnecessary communications for optimum efficiency. For example, service maintenance managers, production line managers and external maintenance engineers will only receive notifications and reminders that apply directly to their area of expertise.

A range of Alerte packages are available for SATO customers.

Benefits

• Secure system with firewall setting, can be restricted to outgoing emails only
• Provides targeted email notifications and reminders to allocated recipients
• Pinpoints potential issues in real-time
• Keeps operations running and eliminates unplanned downtime
• Enables on the spot-troubleshooting, without the need for an engineer on-site
• Allows user to visualise and plan replacement of parts
• Compatible with the SATO NX series of industrial label printers & SATO FX3 series of standalone label printers

Contact us to find out more