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Kiosk Maintenance Conditions & Assumptions

 

Prerequisites:

  • Clients must provide adequate power and an always-on Internet connection for kiosks to communicate with Loffler's Kiosk Management Server ("Server")
  • Loffler's maintenance program does not cover issues arising from misuse of device or damage resulting from external conditions

Contacting Loffler for Support

Kiosk support is available Monday - Friday (excluding National holidays) from 8:00am - 5:00pm CST. Use the Loffler contact information on the Kiosk's support label to initiate a support request. Requests not immediately answered have a targeted response time of four (4) business hours.

Remote Support

Loffler will provide unlimited remote support, during hours stated above, to resolve kiosk operation issues through the support team, access to Q&A is available for optional needs and system understanding.
 

Application Updates

Loffler will push required application updates from the Server to kiosks covered under this support agreement. These updates cover the kiosk's core operating system, as well as the applications, EZPass and ScanServ.
 
Note: if Internet connectivity limits kiosk communication with the Server, Client can request access to download current versions and then copy updates to a Client provided USB drive for manual installation. Labor to complete the manual update is Client's responsibility or there may be additional charges from Loffler.
 

Hardware Warranty

Effective from the Client's receipt of kiosk hardware, the kiosk replacement warranty will is 1-year. While kiosk is covered under the 1-year manufacturer warranty, Loffler will provide advance replacement of failed kiosk hardware if unable to resolve support issues remotely.
 
Additional Software Functionality
 
Loffler does not support the use of the management or facial recognition software provided by the manufacturer of the kiosk as a part of the maintenance program. Loffler is not responsible for the performance or use of this software and cannot be held liable for any issues and/or performance related to its use.
 

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