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Platinum Support Services

The mission of Tellermate's Platinum Support Services is to provide consistent, responsive, high quality support to all of our clients. To accomplish this Tellermate offers a worry free Overnight Advance Exchange with Help Desk support service. 

Platinum Support Services Benefits

Tellercover

Help Desk Support

Help Desk support offers expert telephone support to those organizations without a level one help desk. End users may call Tellermate directly for answers to questions, advice about the features of the Tellermate system and for resolution of problems. The Help Desk is available Monday through Friday 8.30am-8.00pm EST, excluding national holidays. Tellermate may make periodic changes to this schedule. 

Overnight Advance Exchange

If your Tellermate unit fails because of defects in parts or workmanship, Tellermate will overnight a replacement unit. To receive a unit the next business day (Monday-Friday) the service call must be received by 1pm EST. When the replacement equipment is delivered, instructions and a pre-paid return label will be included for the return of the faultly equipment. If the equipment is not returned within 30 days, an invoice will be issued for the cost of a refurbished unit.

Accidental Damage

Overnight advance exchange for units that have failed as a result of drops, spills or improper installation. (Does not cover malicious damage).

Who and What is Covered?

Platinum Service Support is available on TY/TY+ systems originally purchased in the United States, Canada or Mexico. When purchased, the program covers the Tellermate cash counter, keypad, Tellermate printer and the TellerComK. Coverage begins on the date of the original purchase from Tellermate or authorized fulll line reseller, and extends for a pre-specified period of time. Coverage must be purchased with the equipment and is not transferable.

Items Excluded from Cover

  1. Equipment not provided by Tellermate.
  2. Units tampered with by unauthorized service providers.
  3. Lost or stolen equipment.
  4. Broken cables, hods, batteries, print heads, TellerCups and coin scoops.

Provisions of this Service Offering Include

  1. Support programs are offered for three or five year terms.
  2. Programs must be ordered at the time the 'end user' purchases the equipment.
  3. Payment for support programs is subject to the same terms and conditions as the equipment.

Platinum Services literature                    TellerCover T&Cs