At ID Group we are committed to fast and accurate resolutions to any problems that our customers may encounter. We know that our customers expect exceptional service and we strive to provide them with exactly that in a number of ways. ID Group can effectively troubleshoot problems or assist our customers with modifications to their systems by using the following services:

Experience: With a service/support staff of 12 employees and a combined experience of over 72 years we have the ability to handle all of our customer’s needs and emergencies.

Qualified staff: Our service technicians have a wide range of experience and knowledge on a variety of software and hardware products in the ID solutions field. We have certified technicians by a host of manufacturers such as: Datacard, Fargo, Salamander, Lexmark, Automark, Proxim, AMT Datasouth, NBS, New Bold. We also have A+ and Network+ certified technicians.

Service: Our customers are provided with the service that best fits their needs, we can provide a number of alternatives to handling any service situation such as:

• On-Site MSA (Maintenance Service Agreement) - A Maintenance Service Agreement is always the recommended service option for our customers. With an MSA in place, customers have peace of mind that if a service issue arises, they will be taken care of. MSA’s are customized to fit the needs of each individual customer and can be purchased in one, two or three year increments. MSA customers receive priority and timely on-site repair service, discounted after-hours emergency service and scheduled equipment inspections. MSA’s can save your company valuable time and unexpected expenses related to equipment repair.
• Onsite Service – ID Group employs seven factory trained service technicians and software specialists strategically located throughout our service area to provide you with the fastest, most accurate service available. Once a service call is placed, a technician will come to your location and repair the machine. Our service technicians carry many parts with them and we also keep most parts in stock at our warehouse. Our goal is to get you back up and running as soon as possible and deliver excellent customer service. Service is available Monday through Friday, 8 am to 5pm and after hours emergency service is available for an additional cost.
• Depot Service – In many cases, customers prefer to drop off or ship their machines to us to be repaired in our state of the art service center. Once repaired, the machine will be shipped back to your location or be made available for customer pick up. If this option appeals to you, call our office today for more information.
• Phone Support – Many issues can be resolved over the phone, eliminating the down time and expense of traditional on-site service or depot service. One of our trained technicians will troubleshoot your issue over the phone. If the problem cannot be corrected over the phone, the option of on-site service or depot service is available.
• Remote Assistance - In our quest to stay on the cutting edge of technology, ID Group technicians can now access some systems remotely through the internet and can resolve many issues and make configuration changes without ever having to come on-site. This option can save you time and money. This technology is not available for all systems or issues and requires the customer to have an internet connection.

Resources: ID Group has access to equipment and parts from multiple manufacturers and the support needed to resolve almost any issue.