Article | Roland
Knowledge Base Article

DWX-51D 5-Axis Dental Milling Machine

Title
Tech Support Terms and Conditions
Summary
Tech Support Terms and Conditions
Details

Tech Support Terms and Conditions

 

What you Should Expect from Roland DGA representatives:

  • We will be courteous and professional
  • We will work towards a resolution in the most efficient manner
  • We will record all case related information in our CRM system

What Roland DGA asks of our customers:

  • Please be courteous and professional
  • Provide up to date contact information including email and billing address
  • Provide all information as requested related to the case until the issue is resolved
  • Please make reasonable efforts to implement the measures suggested to resolve issues

Tech Support Service Levels

 

Service Type

Models

Service Details

Maximum Initial Response Time

Premium

IU-1000F with purchase of CarePack

Priority service plus the following:

4 normal business hours

  

Unlimited hands on help via remote screeen - sharing

M-F 7:00 am to 5:00 PM PST

  

Personalized customer care by our Application Specialists and Field Engineers

 
    

 

Priority

All models under warranty including tech support contract

 

Software/harware troubleshooting assistance

 

10 normal business hours

  

Telephone support via call-back

M-F 7:00 am to 5:00 PM PST

  

Remote screen-sharing session for initial equipment installation

*Charges may apply for additional screen-sharing sessions

 
  

Email support

 
  

24 hours online self - help available at

 
  

https://www.rolanddga.com/support

 
    

Basic

All models out of warranty

Software/harware troubleshooting assistance

30 normal business hours

  

Email support only

M-F 7:00 am to 5:00 PM PST

  

24 hours online self - help available at

 
  

https://www.rolanddga.com/support

 
    

End of Support

All end of support models listed on

24 hours online self - help available at

N/A

 

Product End-of-Life Policy

https://www.rolanddga.com/support

 
  

List of regional service providers

 
    

 

What is NOT Covered

  • Third party software not licensed by Roland DG.
  • Errors caused by incorrect product/software use or operator error
  • Issues caused by designed files
  • Software/hardware live training
  • Application support training
  • Customer servicing of own equipment
  • Malfunctioning non-Roland DG equipment including computer, network, or other industry hardware
  • Profiling of printing media
  • Color management training

 

Tech Support Billing Rate

The tech support billing rate is $100 per support case incident. Due to factors outside our control, paying the

$100 support fee does not guarantee a resolution.

 

Product Warranty Verification and Phone Contracts

To verify warranty on your Roland DG product, please visit https://www.rolanddga.com/support and type in your Roland DG product serial number. The current warranty status will be reflected as well as the option to purchase a phone contract if eligible.

 

How to Request Tech Support

All tech support requests must be submitted online by filling out the tech support form at https://www.rolanddga.com/support.

Type in the Roland DG product serial number and click on "Start a Support Ticket" from the options provided.

 

Tech Support normal business hours (subject to change) M-F 7:00 AM to 5:00 PM Pacific Standard Time

 

Training

We offer training for Roland DG hardware and software at an additional cost starting at $1,200 per day. We can provide a customized quote based on the model, training time requested and travel considerations. You can request training information by clicking on "Start a Support Ticket" after entering your product serial number at https://www.rolanddga.com/support. Note: training is not available for all Roland DG products.

 

Onsite Product Installation

We offer onsite installation for new equipment starting at $995. Basic installation includes building the equipment, ink up and software installation. Basic installation can be combined with our training options for a complete turnkey business solution.

 

Legal Disclaimers

See full product warranty Terms and Conditions here

 

Screen-sharing Application Sessions

By agreeing to grant remote control access to your computer via a remote control software including TeamViewer, you relieve Roland DGA and its affiliates of any liability for loss, inconvenience or damage, including special, incidental or consequential damages, including lost profits, cost of substitute equipment, lost downtime or injury to property resulting from the use of inability to use the Roland DG product.

Modified
August 04, 2021