All In One Kiosk | support agreement

Updated 2026-02-01 23:43:27 UTC Created 2024-05-24 03:08:41 UTC

This guide explains what is included in the Easy Employer kiosk support agreement, what you are responsible for, and what happens when the support plan ends.

When purchasing an Easy Employer kiosk, a warranty and support agreement is included. Refer to the order form and model for the duration.

Contents

What is included in the kiosk support agreement

We have remote access to the kiosk to provide support in the event of an issue with the kiosk or the time clock application.

NOTE: Any issues caused by user error or physical or software damage are billed at $160 + GST per hour (billed in hour increments).

During the support plan, the device is covered by a manufacturer’s warranty. Warranty is void if there is any physical damage.

Easy Employer provides no warranty in relation to the Original Equipment Manufacturer’s operating system. When a unit is originally purchased, it is staged with a supported version of Microsoft Windows and the time clock application is installed.

NOTE: If a user error causes operating system corruption and the unit requires re-formatting, this will attract a billable fee to re-image and stage the unit.

Your warranty and service availability agreements in respect to Easy Employer software are contained in your sales agreement.

Client responsibilities

  • Performing local network troubleshooting. Your internal IT team must diagnose internet connection issues as they know your network setup.
  • Installing the hardware on a suitable wall if wall mounting is required.
  • Providing a suitable hard-wired network connection that meets networking requirements.
  • Safely packaging the unit if it is being sent back to Easy Employer (we recommend keeping the original box and packaging).
  • Ensuring the scanner is kept clean following the manufacturer’s cleaning documentation.
  • If the unit is showing as offline to remote monitoring or remote access software, it is your responsibility to take appropriate troubleshooting steps to determine the cause of the issue and rectify the issue.

All in one kiosk requirements

  • The kiosk requires the networking configuration detailed in this guide to function correctly.

Fingerprint scanner

  • Maintain and clean the fingerprint scanning module regularly. Users must ensure their fingers are clean and free of debris or chemicals that may scratch or fog the lens.
  • Scratched or foggy lenses are not considered reasonable wear and tear and are not covered by the manufacturer's warranty.

Remote monitoring

During support hours, we will notify your primary contact if the kiosk has been offline for more than 3 hours.

TIP: If you receive an offline notification, your internal IT team should first check local power, cabling, and internet connectivity, then confirm the kiosk is back online.

Assessment of faulty hardware

If the device must be returned for assessment, the client is responsible for all postage and packaging costs.

NOTE: If the fault is not covered by warranty, assessment is billed at $160 + GST per hour (billed in hour increments). If repair is possible, the client is responsible for the cost.

What happens after the support plan ends

We will stop monitoring the kiosk, but the remote application will remain installed unless you re-image the device with your own software. Support and warranty coverage for the kiosk will end.