Technical Support Policy

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

  1. Store number
  2. Problem description and duration
    1. Is this a new problem on previously working equipment?
    2. Has this problem existed since equipment was installed?
  3. Machine model number(s) for affected laundry equipment, if applicable.
  4. Any steps user may have already taken to attempt repair/resolution.

Warranty Information

Information on warranty part replacement can be found within the Warranty and Return Policy page.

Card Concepts Inc. provides technical support (English only) for LaundryCard products subject to the following guidelines:

LaundryCard: Standard Business Hours Support

Current Support Contract:

  1. Initial system equipment purchased through CCI or Distributor.
  2. Replacement system equipment purchased through CCI or Distributor.
  3. CCI recommended system configurations.

Not Supported:

  1. Systems and software officially marked 'End of Support'.
  2. Replacement system equipment purchased outside of CCI or Distributor.
  3. Non-standard system configurations without prior agreement.

Lapsed Support Contract:

  1. 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:

  1. Both X-Changers are non-functional.
  2. Card readers on 50-100% of washers and/or dryers are non-functional.
  3. 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 NameEnd of Support Date
LaundryCard Version 5

 

LaundryCard Version 6

 

LaundryCard Legacy Hardware

 

LaundryCard Version 7

 

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

  1. Initial system equipment purchased through CCI or Distributor.
  2. Replacement system equipment purchased through CCI or Distributor.
  3. CCI recommended system configurations.

FasCard: After Hours Emergency Support

After hours support is only available under the following circumstances:

  1. 50-100% of card readers are non-functional.
  2. 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.