Equipment Support Policies and Services

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Depot Exchange Service

The premium hardware service option: UKG ships a replacement unit on an advance exchange basis by next-business day delivery where available if request is received prior to:

Australia2:00 p.m. AEST
Americas2:00 p.m. ET
UK2:00 p.m. GMT

UKG recommends that Depot Exchange customers procure the appropriate number of spare units to maintain adequate coverage while a unit is out of service.

How it works:

  • You contact UKG to troubleshoot the problem. If unable to resolve the issue, you are issued a Return Material Authorization (RMA) Case number to return the unit to UKG for repair.
  • You install your spare unit from your inventory.
  • UKG ships a replacement unit on an advance exchange basis by next-business day delivery where available if request is received prior to 2:00 p.m.
  • Upon receipt of replacement, you send the terminal needing service back to the UKG Equipment Services Center.

Availability:  
Currently ONLY available in APAC (exclude India), Canada, EMEA, Mexico, and United States.

Conditions:

  • Batching (defined as 2 or more terminals) voids the turn-around time.
  • You will be charged UKG's current time and materials rate for the installation (professional services) of any software or firmware upgrades, if available, and if requested.
  • Equipment Support Services do NOT include the replacement of consumables. In addition, Depot Support Services do NOT include the repair of damages, and Customer will not attempt to return damaged Equipment, resulting from:
    1. Any cause external to the Equipment including, but not limited to, electrical work, fire, flood, water, wind, lightning, transportation, or any act of God;
    2. Customer's failure to continually provide a suitable installation environment (as indicated in UKG's published installation guidelines) including, but not limited to, adequate electrical power;
    3. Customer's improper use, relocation, packaging, refinishing, management or supervision of the Equipment or other failure to use Product in accordance with UKG's published specifications;
    4. Customer's use of the Equipment for purposes other than those for which they are designed or the use of accessories or supplies not approved by UKG;
    5. Government imposed sanctions, rules, regulations or laws preventing the shipment of the Equipment; or
    6. Customer's repair, attempted repair or modification of the Equipment.
  • Terminals are warranted for 90 days from date of shipment.

This service includes access to equipment service releases / firmware updates available on the UKG Kronos Community. Please sign up for Alert Groups in the UKG Kronos Community to get notified of the release of new service releases.

 

Depot Repair Service

This service was designed for those who keep their own inventory of spare terminals and options.

How it works:

  • You contact UKG to troubleshoot the problem. If unable to resolve the issue, you are issued a Return Material Authorization (RMA) Case number to return the unit to UKG for repair.
  • You install your spare unit from your inventory.
  • You send the terminal needing service back to the UKG Equipment Services Center.
  • Upon receipt of equipment, UKG shall repair the equipment within ten (10) business days and return to you by regular surface transportation.

Availability:  
NOT available in China.

Conditions:

  • Batching (defined as 2 or more terminals) voids the turn-around time.
  • You will be charged UKG's current time and materials rate for the installation (professional services) of any software or firmware upgrades, if available, and if requested.
  • Equipment Support Services do NOT include the replacement of consumables. In addition, Depot Support Services do NOT include the repair of damages, and Customer will not attempt to return damaged Product, resulting from:
    1. Any cause external to the Equipment including, but not limited to, electrical work, fire, flood, water, wind, lightning, transportation, or any act of God;
    2. Customer's failure to continually provide a suitable installation environment (as indicated in UKG's published installation guidelines) including, but not limited to, adequate electrical power;
    3. Customer's improper use, relocation, packaging, refinishing, management or supervision of the Equipment or other failure to use Equipment in accordance with UKG's published specifications;
    4. Customer's use of the Equipment for purposes other than those for which they are designed or the use of accessories or supplies not approved by UKG;
    5. Government imposed sanctions, rules, regulations or laws preventing the shipment of the Equipment; or
    6. Customer's repair, attempted repair or modification of the Equipment.
  • Repairs are warranted for 90 days from date of shipment.

This service includes access to equipment service releases / firmware updates available on the UKG Kronos Community. Please sign up for Alert Groups in the UKG Kronos Community to get notified of the release of new service releases.

 

Device Software Maintenance

Device Software Maintenance is designed for those UKG customers who choose to manage time clock repair themselves and just want access to device software updates. This service option lets you download equipment service releases from the UKG Kronos Community to ensure that your time clock is always up to date with:

  • The latest security enhancements
  • Communication protocols
  • Fixes and terminal software feature updates
  • Compatibility updates with UKG software or other terminals

Device Software Maintenance is included with Depot Exchange and Depot Repair.

Device Software Maintenance does NOT include any repair or exchange services.

How it works:
  • Go to the UKG Kronos Community at https://community.kronos.com.
  • Register or log in to the UKG Kronos Community. An email address and UKG Solution ID are required to register for access to the UKG Kronos Community.
  • Go to the Topics menu and choose “Data Collection” to access the equipment service releases.
Availability:

The Device Software Maintenance offering is available worldwide.

NOT available for the 100, 400, 500, Century and Cyber series terminals

This service includes access to equipment service releases / firmware updates available on the UKG Kronos Community. Please sign up for Alert Groups in the UKG Kronos Community to get notified of the release of new service releases.

 

Per-event Repair Service

Per-event rates apply to customers without an equipment support agreement. The UKG Equipment Services center will attempt to repair any repairable defective item within 15 business days after receipt at the current Per-event pricing. The equipment will be returned by regular surface transportation.

How it works:

  • You contact UKG to get a Return Material Authorization (RMA) Case number to return the unit to UKG for repair.
  • You install your spare unit from your inventory
  • You send the terminal needing service back to the UKG Equipment Services Center.
  • Upon receipt of equipment, UKG shall repair the equipment within fifteen (15) business days and return to the customer by regular surface transportation.

Conditions:

  • Batching (defined as 2 or more terminals) voids the turn-around time.
  • You will be charged UKG's current time and materials rate for the installation (professional services) of any software or firmware upgrades, if available, and if requested.
  • Equipment Support Services do NOT include the replacement of consumables. In addition, Depot Support Services do NOT include the repair of damages, and Customer will not attempt to return damaged Equipment, resulting from:
    1. Any cause external to the Equipment including, but not limited to, electrical work, fire, flood, water, wind, lightning, transportation, or any act of God;
    2. Customer's failure to continually provide a suitable installation environment (as indicated in UKG's published installation guidelines) including, but not limited to, adequate electrical power;
    3. Customer's improper use, relocation, packaging, refinishing, management or supervision of the Equipment or other failure to use Equipment in accordance with UKG's published specifications;
    4. Customer's use of the Equipment for purposes other than those for which they are designed or the use of accessories or supplies not approved by UKG;
    5. Government imposed sanctions, rules, regulations or laws preventing the shipment of the Equipment; or
    6. Customer's repair, attempted repair or modification of the Equipment.
  • Repairs are warranted for 90 days from date of shipment.

This service does NOT include access to equipment service releases / firmware updates in the UKG Kronos Community.

Availability: NOT available in China and Hong Kong.