Technical Support Policy
- Former user (Deleted)
- Chris Kite
- Steve Marcionetti
Effective: November 25, 2019
Overview
Card Concepts Inc. provides remote technical support for both LaundryCard and FasCard products to store owners and authorized distributors. Technical support is not provided for the end-user laundry customer and all such inquiries should be directed to store management. This page is intended to guide the user through the technical support process.
On this page
Support Hours and Contact Information
Technical support is provided Monday - Saturday 8am - 7pm CST. After hours emergency support is available based upon the criteria provided in the product sections, below. Support can be reached at 630-930-5115.
After Hours Support Procedure
After hours support calls will be forwarded to voicemail. Please comply with instructions contained within the voicemail message regarding store identification and issue description to ensure prompt and appropriate service. Calls are typically returned in the order in which they are received, but high call volume may result in support requests being addressed by severity.
Information Required by Technical Support
Store number
Problem description and duration
Is this a new problem on previously working equipment?
Has this problem existed since equipment was installed?
Machine model number(s) for affected laundry equipment, if applicable.
Any steps user may have already taken to attempt repair/resolution.
Card Concepts Inc. provides a 1 year support contract with all new systems included in Advanced Laundry Card Live. After the initial 1 year period, annual support renewal options are available. See the chart below for a description of our renewal plans. Support contract renewal can be performed over the phone with any major credit card by contacting Technical Support. Customers without a current support contract will be asked to pay before support services are rendered at a cost of $250 per incident ($350 for After Hours support).
Owners with multiple LaundryCard stores receive the following contract discounts (discounts are not applied to per-incident support for out of contract owners):Â
SLA Plan Options
Num Stores Owned | Option 1 Annual ACH with Auto-Renewal | Option 2 Monthly ACH with Auto-Renewal | Option 3 Annual Self-Renewal via Credit Card |
|---|---|---|---|
1 Store | $600 per store | $65 per month ($780 per year) | 1+ Stores - $800 |
2 Stores | $500 per store | $63 per month ($756 per year) | N/A |
3 Stores | $400 per store | $61 per month ($732 per year) | N/A |
4+ Stores | $300 per store | $59 per month ($708 per year) | N/A |
Out of Contract Support | Description |
|---|---|
Support Incidents fees |
|
New policy - Reinstatement Fee | If a store falls out of contract there will be a $100 reinstatement fee added to whichever SLA plan they choose.  Example - 1 Store:  Call during normal business hours - Pay $250 fee for incident and $100 reinstatement fee added to $600 SLA option = $950 total. Applies only to Options 1 and 3 Annual renewal plans |
Card Concepts Inc. provides technical support (English only) for LaundryCard products subject to the following guidelines:
LaundryCard: Standard Business Hours Support
Current Support Contract
Card Concepts Inc. provides technical support to authorized Distributors regardless of customer contract status. After Hours Emergency Support guidelines still apply.
Initial system equipment purchased through CCI or Distributor.
Replacement system equipment purchased through CCI or Distributor that require configuration or set up by CCI personnel.
CCI recommended system configurations.
Not Supported:
Systems and software officially marked 'End of Support'.
Replacement system equipment purchased outside of CCI or Distributor that require configuration or set up by CCI personnel.
Non-standard system configurations without prior agreement.
Lapsed Support Contract:
Replacement system equipment purchased through CCI or Distributor for duration of replacement.
LaundryCard: After Hours Emergency Support
After hours support is only available if one or more of the following circumstances are true:
Both X-Changers are non-functional.
Card readers on 50-100% of washers and/or dryers are non-functional.
All payment systems are non-functional.
Non-Emergency Examples:
The following examples illustrate issues that must be resolved during standard business hours.
Bill acceptor on one X-Changer non-functional.
Any issue with an individual customer card.
Any machine configuration changes must be conducted during standard business hours.
Any issue not significantly impacting overall success of business.
LaundryCard: End of Support Systems and Equipment
Systems and equipment marked 'End of Support' have reached the end of their life cycle and are not eligible for technical support.
Product Name | End of Support Date |
|---|---|
See Document | |
LaundryCard Version 8 | Jan 1, 2024 |
LaundryCard Version 7 | Jun 23, 2020Â |
LaundryCard Version 6 | Jan 1, 2017Â |
LaundryCard Version 5 | Jan 1, 2017Â |
Card Concepts Inc. provides technical support (English only) for FasCard products as part of the monthly hosting fee, subject to the following guidelines:
FasCard: Standard Business Hours Support
Initial system equipment purchased through CCI or Distributor.
Replacement system equipment purchased through CCI or Distributor.
CCI recommended system configurations.
FasCard: After Hours Emergency Support
After hours support is only available under the following circumstances:
50-100% of card readers are non-functional.
All payment systems are non-functional.
Non-Emergency Examples:
The following examples illustrate issues that must be resolved during standard business hours.
A few card readers non-functional.
Any issue with an individual customer card.
Any machine configuration changes must be conducted during standard business hours.
Any issue not significantly impacting overall success of business.
Warranty Information
Information on warranty part replacement can be found within the Warranty and Return Policy page.