Service Communications
New Customer Portal
Access our enhanced Customer Portal to open new service cases, order maintenance supplies, and monitor progress.
Enhanced Remote Support
All service engagements now require an open service case and Remote support team engagement before any on-site service or parts shipments.
Measured Response
Kodak assigns a response level to each open service case to manage customer needs and accelerate on-site response time.
| Engagement Level | Status | SLAs | Description |
| Level 1 | Critical | Next Business Day | Equipment is hard down and/or has an image quality concern that requires immediate onsite support to reestablish production. |
| Level 2 | Impaired | 2 to 3 Business | Equipment is operational and producing jobs but not at optimal production performance. |
| Level 3 | Elective | 5+ Business Days | Service or Preventative Maintenance issues or parts requested are not urgent or required to maintain optimal production performance. |
Service Parts and Maintenance Ordering
- Customers are required to open a service case to order all service parts for repairs. Parts will be shipped at Kodak’s expense in conjunction with the Measured Response level and urgency for parts delivery.
- Service Parts designated as exchange parts (EXCH in description) purchased by the customer, can be returned for an additional credit (Credit determined by part and business requirements) if returned within 60-days.
- Parts designated as a maintenance part must be ordered through the Customer Portal or customer operations call center at the contractual discount.
Service Contract Coverage and Terms and Conditions
Please review the updated coverage levels and T&Cs below:
Preventative Maintenance Engagement
All preventative maintenance must now be scheduled by the customer at the desired time to minimize production disruptions. Schedule preventative maintenance activities through the portal or call center.
Time and Material Engagement
Customers not covered under a Kodak Service Plan will be charged at List price for parts and labor.
Travel Charges
Effective January 1, 2025, travel charges will apply for PLUS, REMOTE, and T&M service plans based on the actual time of travel to a location. A minimum of 1 hour will apply.