What are my options for obtaining service and support from LXE?
LXE customers may purchase a ServicePass Complete contract agreement to receive access to core services, or you may purchase services on an as-needed basis at the regular Time & Materials rate. If you purchase ServicePass Complete upfront with your hardware you’ll receive three years of ServicePass for the price of one year, and priority response from LXE.
What are the Customer Support hours of operation?
LXE - North America Office Hours:
ServicePass Support: Hours are 7 days a week, 24 hours a day, including holidays.
Standard Technical Support Service: Hours are Monday through Friday, 8am to 5pm, excluding holidays.
LXE Europe / Middle East / Africa Support Center Hours:
LXE Customer Support Offices: Hours are Monday through Friday, 8:30am to 17:30pm, CET (Central European Time).
Standard Technical Support Service: Hours are Monday through Friday, 8:30am to 17:30pm, excluding holidays.
Premium Technical Support Service: Hours are 7 days a week, 24 hours a day, including holidays.
What’s included in ServicePass Complete?
ServicePass includes access to:
Depot Repair – LXE guarantees your LXE-manufactured equipment will be repaired in 3 days or less (scanners are 5 days).
Technical Support – Access our Technical Support Engineers for emergencies 24 hours a day, 7 days a week, 365 days a year.
Configuration for Repaired Equipment – Receive your repaired mobile computers ready to use and fully configured to your site’s specifications.
End User Training – LXE offers a 2 day end user training course conducted in either our Norcross, Georgia training facility, or via web portal.
Emergency Services – LXE's Call Response Center is trained to quickly assess the nature and severity of your problem and identify the appropriate team for action. If your problem can’t be resolved over the phone, a Field Service Engineer will be dispatched within 8 hours, when necessary.
Website Service – ServicePass members can obtain Return Material Authorization numbers (RMA); check on repair status of LXE equipment; check the status of an open technical service support call; or review and download repair history and/or call history.
Why should I buy ServicePass if I already have T&M access to all the same services?
ServicePass bundles all essential services into a single, convenient, prepaid package at a significant discount to regular T&M rates. ServicePass works like an insurance policy, complete coverage of your critical service needs at a reasonable rate. In addition, ServicePass customers receive priority service and enjoy the convenience of not having to issue a Purchase Order every time service is performed. ServicePass customers also receive discounts on non-ServicePass Services.
What services does LXE offer?
Please see our index of services. This is a comprehensive list, but if you don’t see the service you are looking for, please don’t hesitate to call and ask us. If it has to do with mobile computers and wireless networks, chances are we can do it!
Why would I purchase ServicePass in the first year while my warranty covers repairs and technical support?
LXE guarantees all of its products for a full year after purchase (excluding batteries, 6 mos.). New product warranties include one year of free repair and technical support. However, you receive the additional ServicePass benefits such as SP website access, on-site support when necessary, priority service and more. Also, customers who purchase ServicePass Complete upfront with their hardware will receive three years of ServicePass for the price of one year.
When do I renew ServicePass?
ServicePass is available in 12 or 24 -month increments. For renewal, LXE will notify you approximately 60 days before the end of your contract period. For the convenience of our multi-site customers, we can arrange service contracts so that all sites renew at the same time each year.
Can I cancel ServicePass?
Yes, ServicePass can be canceled before the expiration date with a written notice 60 days prior to your cancellation date. If you paid on an annual basis, the dollar value of the canceled portion of the contract will be credited to your account after the cancellation takes place.
If you have received any special pricing based on purchasing ServicePass, (i.e. Facility Analysis at a reduced price), the actual price of the item, less your reduced price, will be billed against the contract credit.
How and when do I pay for services?
If you order ServicePass at the time you order new equipment, ServicePass is quoted with your equipment purchase and can be paid at the same time. If you prefer to pay in installments, our accounting department can work with you to arrange flexible billing. Your Customer Relationship Manager will be happy to discuss the options and design a plan that works for you.
What are the Premium Service offerings?
LXE offers the following “Premium Services” that can be added to ServicePass:
Customer Certified Image – LXE will maintain a copy of your standard computer or terminal image or a specific LXE software revision that we’ll load into your units that have been returned to the LXE Designated Service Center or on new hardware orders.
Preventative Maintenance Inspection (PMI) – LXE will evaluate your system on a regular basis, preventing problems before they occur and ensuring that your system is performing at optimal capabilities. PMIs include software upgrades, performance tests, and wireless coverage checks.
Disposal Services – LXE disposes of your old, LXE-branded mobile computers and batteries in an environmentally safe manner.
Spare-in-the-Air – LXE stores and maintains your spare equipment to keep you up and running with next day service via ready-to-operate mobile computers when your in-house equipment requires repair.
Repair Plus – Extends your Depot Repair coverage to include all physical damage to your equipment (only applies to legacy contracts since ServicePass Complete includes physical damage repairs).
How do I purchase more premium services?
You may add premium services to your ServicePass contract at any time. We will simply bill you separately for the additional services or, depending on the timing, we can prorate the premium items and include them on your next ServicePass invoice. Contact your Customer Relationship Manager to learn more.
How do I order time & material services?
The complete list of service and support items listed in the index of services is available to LXE customers on a time and materials (T&M) basis. To receive services, simply contact LXE’s Call Response Center at (770) 449-0154 with a Purchase Order or credit card. LXE’s customer service representatives will schedule the service(s) you need at your convenience.
Do I get a discount if I purchase ServicePass Complete up-front?
Yes! New customers get 3 years of ServicePass for the price of 1 year when you purchase ServicePass Complete upfront with your hardware.
Time & Material Flat Rate Pricing & FAQ's.
For Time and Material Flat Rate Pricing FAQ's Click Here
For Time and Material Flat Rate Pricing Rates Click Here
