One Day Service Package
Our one day package offers unlimited remote support over phone, email, WhatsApp or via TeamViewer for one day.
Extended service packages for your Melco embroidery machines.
These service packages are designed and provided by Amaya to offer you peace of mind, beyond the manufacturer's warranty, and allow you to keep your machines and business running with optimal level of productivity and efficiency.
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Basic Service Package
Our basic package offers essential remote coverage for your embroidery machine, ensuring that we're always on-hand to assist remotely.
Standard Service Package
Our most popular package includes unlimited component coverage and capped callout fees, ensuring that essential parts are fully protected and there's no unexpected expenses.
Advanced Service Package
Our advanced service packages offers the most comprehensive coverage available, including priority service and emergency callouts. Choose this plan for ultimate protection and peace of mind.
Why Choose Our Extended Service Packages?
We offer a range of features to ensure your hardware stays protected at all times. Our service packages are designed with customer satisfaction in mind, providing you with the best possible service.
Guaranteed Response Time
We know that time is money and receiving the right information fast is crucial to your business.
Remote Support
Whether it's a software crash, refresher training or configuring a new PC, our remote desktop support is extremely efficient.
Machine Health Check
Our preventative maintenance services are ideal before your buisier periods to ensure minimal downtime.
Unlimited Component Cover
Ensuring that essential non-consumable parts are fully protected, total piece of mind know there will be no unexpected expenses.
Emergency Callout Cover
You can feel secure, knowing you're protected. In the unlikely event of an emergency, we've got you covered.
Capped Travel Costs
No unexpected expenses knowing the maximum costs upfront allows for easy budgeting. Ideal for remote locations.
One Day
Unlimited remote support over the phone, email, WhatsApp and TeamViewer for one day only.
POA/day
- Phone support
- Email support
- WhatsApp support
- TeamViewer remote login
- Social media management
Basic
An ideal option for businesses that have in-house technicians or the skills and abilities to service their own equipment.
POA/year
- 4 hour response time
- Telephone support
- Remote desktop support
Standard
Our recommended and most popular option based on the inclusions offered in this agreement.
POA/year
- Everything in Basic plan
- Unlimited non-consumable component cover
- Engineer travel costs capped at £195.00 per visit
Advanced
Our most comprehensive option for total piece of mind and keeping your business running at optimum.
POA/year
- Everything in Standard plan
- 2 hour response time
- One preventative maintenance service per year
Pricing stated is per head excluding VAT. Basic, Standard and Advanced are billed annually. Discounts available for multiple heads and for multiple years.
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Frequently Asked Questions
Which embroidery machines can I apply this cover to?
Our Basic Service Agreement can be purchased for any Melco embroidery machine.
Our Standard and Advanced Service Agreement can be purchased for any of the following models: EMT16X, EMT16
What parts are covered and which are not?
Parts covered:
- All electronic components including all circuit boards, motors and harnesses
- All mechanical components, including shafts and bearings
- All sensors
- All gears, take up levers and grabber including linkage
- Trimmer mechanism (knives not included)
- Cables and belts
Parts not covered:
- Thread cone holders
- Acti-feed wheels
- Needles
- Knives
- Rotary hook & retaining finger
- Hoops
- Cap frames & driver
- Cap frame gauge
- PC’s, Laptops etc
- Non Melco software
- Power & networking equipment
- Acti-feed drive gear
- Bobbin Cases
- NPT Upgrade Kits
What is the preventative maintenance service?
Our Advanced Service Agreement includes one preventative maintenance service a year to keep your machines functioning at optimum level.
This proactive approach will extend the life expectancy of your equipment.
It includes a full hardware check, replacement of consumable and maintenance parts, firmware and software upgrades, plus training and advice.
Are there any restrictions to the cover?
It is vital for the plan to be validated that the maintenance timers are switched ON in the machine settings. This is the complete responsibility of the machine owner.
We will not cover neglect, improper or careless operating procedures, external impact or damage caused by natural disasters.
We may in some cases request an inspection of the equipment to make sure the maintenance lubrication is being carried out as per the guidelines set out by the manufacturer.
What areas are covered by the agreements?
The prices listed are based on mainland UK only. A tailor made plan can be arranged for offshore locations.
What are the terms and conditions?
- Options are only valid if taken out at point of purchase with the machine or prior to the end of the manufacturer’s warranty.
- Advanced level annual machine service will be carried out at a mutually convenient prearranged appointment.
- In the event that your service agreement has lapsed, a claim cannot be made against your Extended
- Service policy until Amaya have visited and fixed your machine.
- Extended Service Packages cannot be transferred, cancelled or refunded.
- Machines manufactured before 2014 or modified from the original factory standard build by a non Melco approved engineer can not be covered under these service agreements.
- In the event that your service agreement has expired, engineer visits will be chargeable at the standard rate.
- After a pre-coverage inspection (PCI) an advanced service package may be authorised at Amaya’s discretion.