Hardware Maintenance Support

Hardware Maintenance (Advanced Exchange Depot) full unit replacement on hardware lowers total cost of ownership and reduces downtime. If you have a hardware failure, a reconditioned unit will be sent to you. These replacements are reconditioned utilizing Radiant’s ISO certified quality management systems; the highest level of quality is embedded in every step of the repair process.

Abacus hardware maintenance service follows a whole unit replacement methodology. Each replacement unit undergoes rigorous inspection and testing processes to ensure that the hardware is in excellent condition. During this inspection the hardware is updated with the latest engineering changes to make certain that every component is up to current standards for newly manufactured equipment: the entire unit is analyzed and repaired over and above the reported issue.

In addition, the standard service offering is designed to protect from costly unbudgeted repairs and to extend the useful life of the equipment. This is accomplished by completely refurbishing the unit and addressing the three most common return scenarios:

Functional Failure. This includes loose components, port and board failures, processor failures, power supply failure, etc. Functional failures are associated with failures that should not occur during the useful life of the terminal.

Normal Wear. This includes normal wear on all parts, including worn touch glass, touch failures, display failures associated with the back-light of the LCD panel, MSR failures, etc. Wear related failures are associated with components that can wear out prior to the end of useful life of the product.

Process Breakdowns. This includes any breakdowns in the service process, including no fault found, software or operating system errors, calibration problems, configuration errors, etc.

Standard First Year Warranty
Abacus offers a standard first year warranty at no additional cost. It includes a 12 month warranty with a 5x9 Next Business Day (NBD) Part Only service level. Any first year warranty can be upgraded to include a higher level of service such as Part and Technician or 4-Hour response.
                      
Maintenance Agreements
Abacus Service and Maintenance Agreements are available to customers who want that extra peace of mind knowing that their equipment is covered for a specified time period regardless of the amount of service needed. Abacus recommends three levels of support allowing you to choose what best fits your company's needs. Multi-year pricing is available.

Complete Support Plan
» 24 hours/7 days a week Call Center Support
» Radiant Terminal Replacement (same day with technician)
» Radiant Fileserver Replacement (NBD with technician*)
» Epson Printer Replacement (same day with technician)
» Aloha Software Membership

Extended Support Plan
» 24 hours/7 days a week Call Center Support
» Radiant Terminal Replacement (NBD)
» Radiant Fileserver Replacement (NBD*)
» Aloha Software Membership

Basic Support Plan
» 24 hours/7 days a week Call Center Support
» Radiant Terminal Replacement (NBD)

Same Day Service 7x24 Part Only
» Parts enrolled in this service offering are covered for part only service 24 hours a day 365
   days a year
» Requests are processed within 15 minutes of logging a request. Part ships direct to the site
   within 4 hours of approving the request. The site personnel or channel partner installs the
   replacement part. Radiant Systems pays shipping costs both ways. The failed part must be
   returned to Radiant Systems within 30 days.
» Parts typically supported are POS terminals, Kitchen Production Systems, and network
   peripherals.

Next Business Day Advance Exchange Depot 5x9 Part Only
» Requests received by 6 pm Eastern Standard Time are processed that day; requests
   received after 6 pm Eastern Standard Time, will be processed the next business day and
   scheduled for delivery the following business day.
» Part may be shipped to the client site (typically) or to the channel partner office based on
   what is selected at the time the case is logged. The client site personnel or channel partner
   may install the replacement part and return the failed part to Radiant Systems. Radiant
   Systems pays for shipping to the site and client pays for shipping back to Radiant
   Systems. The failed part must be returned to Radiant Systems within 30 days.
» Parts typically supported are POS terminals, cash drawers, scanners, and printers.

* Includes Fileserver & Peripherals.
  Same day on-site technician hardware replacement.
  NBD refers to Next Business Day.
  Aloha software membership refers to having access to any Aloha version releases.

Note: the above service plans are the recommended Abacus service plans. Other options and combinations are available upon request

Abacus. You can count on us.

What They're Saying About Abacus Customer Service

David Lane
Riverside Cafe

"We love the Radiant Advanced Exchange Depot warranty because we don’t have a tech on site for this kind of call and it saves us money. If we have any problems with hardware, we just call the Abacus Call Center, log a case, and the next day a new terminal shows up. Thank you Abacus family for giving us world class service."

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