Extended Service Warranty (ESW) – Scope of Coverage
This document provides a definitive summary of what is and is not included in the coverage provided by Digitol's Extended Service Warranty (ESW) program. It is designed to prevent ambiguity and ensure consistent communication to dealers and end customers regarding the scope of coverage.
Each ESW is linked to a specific device by serial number.
Minimum term: 12 months.
Payment may be made monthly but must be committed for a full year.
Repair and maintenance only for covered devices.
Devices must be in normal operational condition.
Coverage applies only to existing hardware (not installations or upgrades).
Coverage begins after proof of operability is confirmed via one of the following:
DCA history report
Device configuration page
30-day wait period after initial coverage payment
Onsite inspection by a technician (fee: $100)
Note: No services are covered during the 30-day wait unless billed separately under Time & Materials (T&M).
On-site repair within a 50-mile radius of a metro area.
Outside 50 miles: Depot Repair option applies.
Service must be requested via telephone or email.
Service hours: Mon–Fri, 8:00 AM–5:00 PM (local time).
| Priority | Scenario | Phone Triage | Resolution Target |
|---|---|---|---|
| A | Server/network-critical failures | 1 hour | 4 hours (best effort) |
| B | Networked MFP/minor disruptions | 1 hour | 1 business day (best effort) |
| C | Desktop printer/minor issues | 1 hour | 2 business days (best effort) |
Devices not covered by ESW:
Dealers may approve T&M quotes for service.
If dealer approval is not required, end customer may contract T&M repairs directly.
Dealer is financially responsible for all approved T&M services.
Software configuration, reloads, or troubleshooting
Installing/removing/upgrading hardware accessories
User-caused damage, misuse, or non-compliance with OEM guidelines
Environmental damage (fire, flood, surges, etc.)
Consumables (toner, ink, staples, ribbons, belts, maintenance kits, etc.)
Virus, malware, or spyware remediation
Commercial General Liability: $1M minimum
Auto Insurance: $1M minimum
Workers’ Compensation: $1M minimum
| Day/Time | Rate |
| Mon–Fri (8AM–5PM) | $125/hr |
| Mon–Fri (5PM–10PM) | $185/hr |
| Sat–Sun (8AM–5PM) | $200/hr |
Billing is portal-to-portal + onsite time.
Related Reading:
ESW Retail Price List: Explore our Extended Service Warranty (ESW) retail pricing—monthly and annual plans for printers and devices, tailored by type and duty cycle.