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White Glove Service and Support

Touchpoint White Glove Service and Remote-In Support

 

Scope:

Touchpoint’s White Glove Service and Remote-In Support includes access to Touchpoint’s technical specialists via phone, email, and/or chat support. Touchpoint technicians can troubleshoot, correct, and update your SmartClock device remotely. 

Any SmartClock device defects will be repaired by Touchpoint at no cost when shipped back to the Phoenixville, PA facility. 

Service and Support may be annually renewed at the current Touchpoint price per device until the SmartClock device model is sunsetted.

Proactive support including storage monitoring, network downtime monitoring, remote patching and management of Microsoft Windows updates.

The SmartClock's BIOS is password-protected to prevent unauthorized reinstallation of Windows, firmware or general tampering which ensures system integrity and compliance.

White Glove Service and Remote-In Support does not include:

  • Customizations beyond current production scope
  • Adding or editing additional applications
  • Software upgrades
  • Configuration of customer’s network settings
  • Security settings on customer’s network or the SmartClock device itself

 

Service and Support Exclusions:

Customer’s improper use, management, or supervision of the SmartClock device or other failure to use theSmartClock device in accordance with Touchpoint’s usage guidelines*; or

The addition of any software or hardware peripherals, and/or proximity or barcode badges that are not pre-approved by Touchpoint; or

Customer’s repair, attempted repair, or modification of the SmartClock device without prior authorization from Touchpoint; or

Customer’s failure to vet 4G service prior to purchase of the 4G Neverdown system; or 

Customer’s use of the SmartClock device for purposes other than those for which they were designed or the use of accessories or supplies not approved by Touchpoint; or

Any accidental or willful damage to the SmartClock device including, but not limited to, electrical work, fire, flood, water, wind, lightning and transportation, or any act of God; or

Customer’s failure to continually provide a suitable installation environment as specified in Touchpoint’s usage guidelines*; or  

The SmartClock device’s void sticker has been damaged or removed from the device; or

Damage incurred to the SmartClock device due to misuse or abuse, improper handling, or insufficient packaging for returns. (Carrier mishandling notwithstanding.) or 

The SmartClock's BIOS is password-protected to prevent unauthorized reinstallation of Windows or tampering which ensures system integrity and compliance.

 

Service Coverage Period:

8:00 am - 4:00 pm Eastern Time, Monday through Friday, excluding Touchpoint holidays.

Other Requirements:

For this White Glove Service and Remote-In Support plan to be successful, timely communication/notification of issues/support tickets from the customer is required. Customer negligence may result in extended solution lead times.

To renew annual White Glove Service and Remote-In Support on non-sunsetted SmartClock devices, the customer must renew service and support for all SmartClock devices whose service coverage has expired before any service or support will be performed on the SmartClock device with expired service coverage. (This renewal is optional.)

Touchpoint’s Technical Specialist must be given an opportunity to troubleshoot issues remotely before shipping devices back to Touchpoint’s facility. If Touchpoint’s Technical Specialists are not given this opportunity, and no issues are found upon receipt of the SmartClock, the customer may be invoiced for shipping charges from, and back to the customer.

If a Touchpoint Technical Specialist determines that a device must be returned to Touchpoint offices for repair, a replacement device will not be issued unless the returned device cannot be repaired, which would be determined after the returned device is received. Furthermore, a loaner device is not guaranteed upon request, unless our repair technician determines that the device will need to be held for an extended period of time for additional testing before return. Any loaner devices not returned within 90 days will incur a unit charge for the additional device. 

When shipping the SmartClocks back to the facility, if you do not have the original box and packing materials, please make sure that the unit is packaged securely (paying special attention to the screen) to avoid any damages during the shipping process.

 

Expiration or Lapse in Coverage:

If the SmartClock device model is sunsetted, you will no longer be eligible to renew service and support on your existing device(s). At this time, you would be able to upgrade to our newest model SmartClock which would come with a new Service and Support Agreement and a trade in discount.

A lapse in coverage occurs when you do not renew immediately upon your agreement expiration. At that time your devices will no longer be supported until payment is received for the time period that the coverage has lapsed, and a new service and support agreement is purchased. 

 

Return Policy:

Customers may return products within 3 days of delivery for a full refund, provided the items are unused, in original condition, and returned in the original packaging. 

Returns requested beyond the 3 day period, up to a 30 day maximum, may be accepted at our discretion and are subject to a restocking fee of up to 30%

 

*Usage guidelines:

Touchpoint SmartClock devices are to be: 

  • Used with approved Time & Attendance software applications.
  • Used indoors in a dry, safe, temperature-controlled environment (generally between 50 and 95 degrees farenheit) and protected from exposure to the elements.
  • Used solely as a dedicated digital Smartclock device for users clocking in and out.

This document is subject to change.

White Glove Service and Remote-In Support v2025