Kodak Alaris has reiterated its commitment to the Middle East market by focusing on providing fast, local support for organisations using both Kodak branded as well as third party scanner equipment. The service is supported directly by Kodak Alaris’ engineers in UAE and Saudi and through trained and certified dedicated partners in Oman, Kuwait, Bahrain, Lebanon and Qatar. The service side of Kodak Alaris’ information management business in the Middle East has increased by 35% over the last year showing that customers have responded enthusiastically to the service offering.

With five service centres across UAE and KSA and trained and certified dedicated partners in Oman, Kuwait, Bahrain, Lebanon and Qatar, experienced technicians provide world class service within hours of a customer reporting a fault.

David Whitton, Kodak Alaris’ regional sales director for the Middle East and Africa, says, “Given the volume of production scanners we sell today, increasing our service footprint countrywide is vital to support customers when they make significant hardware purchases. We offer 8 hours service response time to solve problems quickly using only original manufacturer parts. Our biggest advantage is to be able to provide preventative maintenance to ensure equipment availability and maximum uptime. One supplier of service for Kodak Scanners as well as other manufacturers’ scanner and storage equipment, eliminates the inconvenience of dealing with multiple service providers. It’s the ‘one-call-gets-it-all’ philosophy.”

From on-site service and Advanced Unit Replacement, to 24x7x4 hour response and preventive maintenance, Kodak Alaris delivers fast, expert, reliable service to keep operations running at maximum efficiency. Skilled service engineers provide over-the-phone, remote expertise to solve problems fast and if an on-site call is necessary, one of the many strategically located field engineers (FEs) will be visit the site to take care of the issue.

“Only our field engineers are extensively trained on the intricacies of Kodak Alaris’ solutions by the technical team that designs and builds the products. This means we have access to tools, knowledge and updates that others do not. Only while employed at Kodak Alaris do field engineers have access to key equipment information and diagnostic software and firmware updates. Other firms simply can’t utilize these critically important tools,” continues Whitton.

Kodak Alaris is the only service provider using 100%-certified, original equipment replacement parts to repair equipment from Kodak Alaris. Other service providers cannot access these genuine components and can only use after-market substitutes for manufacturer-discontinued parts. The company also has the distinction of its service achieving the ISO 9001:2008 certification among scanner service organizations. So customers can feel confident that Kodak Alaris’ quality service management meets the most stringent requirements of this global standard.

From installation, tech support and field repairs to consultancy services, the company helps streamline the document management processes, extend the useful life of hardware and software investments and reduce total cost of ownership.

With parts, labour and travel included, service contracts help organizations avoid budget-breaking ‘surprise’ expenses. Kodak Alaris’ multi-year contracts provide additional discounts and price increase protection as well. Various service packages are available including four and eight-hour break/fix response times in addition to bespoke service level agreements based on individual customer requirements.