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Customer Support Policy
American PrintWare Inc.’s goal is to provide world-class
customer support. We guarantee that our products will perform
as advertised. Customers with a valid maintenance agreement
are welcome to contact us Monday through Friday, 8:00am
to 5:00pm Pacific Time by calling 1-949-488-2222.
All other request for support should contact us via our
web site or e-mail.
The following contact information will help you in contacting
us in the efficient manner.
American Printware, Inc.
27126B Paseo Espada, Suite 724
San Juan Capistrano, CA. 92675 USA
Phone: (949) 488-2222
Fax: (949) 488-2225
Web: www.apwi.com (Technical
documentation and Tech support contact portal can be found
here)
E-mail: support@apwi.com
We believe that good customer service begins with general
agreement on basic responsibilities and expectations. This
brief overview will give you a snap shot of American PrintWare
Inc.’s customer support policies and practices. Please contact
us if you require a more detailed description of our policies.
INSTALLATION
The time required for an installation can vary greatly.
Please consult APWI Sales and Support for your custom estimate
of how long your installation and training will take. APWI
usually installs remotely by first delivering the product
and guiding the end user through installation and initial
setup of software product(s).
APWI does offer on site installation. Please consult your
APWI Sales and Support staff for a custom quote for this
option.
Free product specific installation and pre-installation
documentation is available on the APWI web site.
POST INSTALLATION SUPPORT
Your American PrintWare Inc. License and maintenance agreement
provides unlimited telephone customer support during our
normal business hours—8:00am to 5:00pm Pacific time—related
to the operation and configuration of American PrintWare
Inc. provided products. Your American PrintWare Inc. license
and maintenance agreement provides all upgrades to your
American PrintWare Inc. products for as long as you keep
your maintenance and license accounts active. Customers
must provide backup and emergency recovery of their American
PrintWare Inc. systems. American PrintWare Inc. support
does not cover reinstallation in a substantially modified
environment. Additional on site support can be provided
at American PrintWare Inc.’s current daily consulting rate
plus reimbursement for all travel related expenses.
EXTENDED HOURS
American PrintWare Inc. offers extended hour support (24
hours, 7 days a week.) This service is an additional fee
service and involves both a yearly fee and a per incident
charge. Support outside of normal American PrintWare Inc.
business hours is limited to product operation and emergency
restore operations. Support for printing errors, that is,
jobs that print but do not render correctly is limited by
the configuration capabilities of the program.
CONCLUSION
The staff at American PrintWare Inc. endeavors to provide
world-class customer support. We believe that this can best
be accomplished through understanding of our customer needs,
with the cooperation of our customers, and through the definition
of responsibilities assigned to both parties. We will do
our best to meet our customer’s support needs in a timely
and professional manner.
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