TechAssist – Complete After Sales Service
BDM ArcScan’s TechAssist is designed to give our customers a complete, all-in-one solution for after-sales care.
It provides customers with priority access to our technical support team, along with a fast response when support is needed.
Whether you need help with troubleshooting or choosing the right setting, we can help resolve your query quickly and effectively.
With in-depth product knowledge across all our brands, we are here to help with any questions you may have. We resolve nearly 90% of queries within one hour. Where an immediate fix is not possible, we work to deliver a resolution as quickly as we can.
Flexible support designed around your needs- that’s TechAssist
TechAssist is available via email, telephone and remote access, allowing us to provide the most effective support for your requirements. Depending on the product, we can also offer on-site support. In addition, we provide a complete delivery, installation, setup and training service, which can be included with many of our solutions.
All equipment is supplied with a minimum one-year return-to-base warranty as standard. Depending on the product, additional warranty options may also be available to provide extended cover for parts and added peace of mind.
Now get 12 months of FREE TechAssist support with every hardware purchase!
A valuable extra worth over £120, TechAssist is included as standard for the first 12 months to give you expert technical help, ongoing after-sales support and added peace of mind from day one.
TechAssist includes the following great benefits
Telephone Support
Expert, friendly UK-based telephone support is available Monday to Friday from 9 am to 5.30 pm to answer all questions, from how to use key features to resolving technical issues.
Remote Support
Able to remote control your computer, we can be right by your side. Guiding you in real time, we will take you step by step through any question and issue with helpful advice, hints and tips.
E-Mail Support
Ask questions and report issues at any time. With 1-hour priority during working hours, we will help with easy to follow advice and step by step instructions to get up and running again.
Software Updates
Get important access to the latest software and firmware updates helps you access new features, improve existing features and resolve any bugs that may have caused technical issues.
Looking for on-site support?
Available as an optional service, on-site support covers callout and labour charges when we attend your equipment’s location to diagnose and resolve issues that cannot be completed remotely.
This gives you added reassurance that, where remote support is not enough, expert help is available directly at your premises to minimise disruption and get your equipment back up and running as quickly as possible.
On-site support is ideal for more complex issues, hardware-related faults or situations where hands-on assistance is the most effective solution**.
TechAssist – FAQs
Got a question? Maybe our Q&As below will help, but if it’s not covered or you’re still not sure, just contact one of the team.
How long does TechAssist last?
Each new hardware purchase now includes 12 months of TechAssist for free. After that, you can continue on a monthly or annual TechAssist plan, depending on what suits you best.
How do I purchase a plan?
When your free 12 months of TechAssist are nearly finished, we will reach out to you with the options available to continue receiving TechAssist support. You can then choose to continue or not, there’s no obligation
Is this service an extended warranty?
No, it does not provide the features of an extended warranty, such as covering the cost of parts, for example. Please check the product’s listing to see the extended warranty options which are available.
Does it provide on-site support?
If you would like on-site support, we can upgrade your TechAssist plan to include this. We will provide a separate quotation for this element, based on your requirements and location.
How do I get help?
If you need assistance, simply get in touch by telephone or email using the details on our contact page, and we will help get you back up and running as quickly as possible.
Can I cancel an TechAssist plan?
Yes, you are not under any contract, so you can cancel at any time. If you have paid for an annual plan, you won’t, however, receive a refund for any period that remains after the date you cancel on.
Is installation included?
If you want us to set up and install your new equipment when purchased, you’ll need to choose our dedicated installation, setup, and training service, which covers all that to get you up and running.
Can I get help without a plan?
We will always do our best to help our customers, even without an active TechAssist plan. However, customers with a TechAssist plan benefit from a faster, priority response.
Can I buy a plan at a later date?
Yes, you can opt in to a TechAssist plan at a later date. Just contact us, and we’ll get you back on board in no time.
Installation, Setup and Training
Offering complete peace of mind, our complete installation and training service allows you to get your new equipment running quickly and easily.
We will assemble your equipment in your chosen location, configure all equipment settings and then install any included/purchased software on your computer.
This also ensures your equipment is not only correctly set up, but that everyone can start using the equipment quickly and with confidence.
Full Assembly
If any product assembly is required, our installation team will set up the equipment fully in the area you want your equipment to be placed or installed.
Configuration
We will make sure every cable, lead and part goes into the right space and also get the equipment configured, ready to connect to your computer.
Install and Setup
All software included or purchased with your equipment is installed on your computer system. All software configured as required and updated ready for use.
User Training
We will train all users fully on using key features and functions. Delivered step by step, we ensure everyone is confident in using everything before the installation team leave.
Package Removal
On leaving, we will take away all packaging which we will aim to recycle where possible plus ensure everything is left clean and tidy so you can start using your new equipment.