OUR EXPERTS CAN MAXIMIZE UPTIME AND ENSURE PEAK PERFORMANCE
When you need support, we’re there. If it's broken, we'll fix it. We make it fast and easy — anytime of day or night
Zebra OneCare transforms traditional break-fix support into a strategic service. It ensures that your valuable assets serve your business goals. Zebra OneCare increases device availability, and your visibility of their use, performance and location. With three service levels and plenty of add-on options, you can choose the level of service that meets your business needs and budget.
Zebra OneCare Essential lite Provides the basic services that every business needs for the MC21xx, MC31xx, MC32xx, MC36 and MC40 mobile computers, including 5 day repair turnaround.
Zebra OneCare Essential offers comprehensive repair service and 3 day repair turnaround for all Zebra products. No matter what breaks, we fix it, no questions asked — from displays to housings.
Zebra OneCare Select builds on Essential for all Zebra products, offering expanded support hours, and next day replacement.
Online access to new software releases
We are continuously developing and updating our mobile computer software to improve performance and add new features. All OneCare customers can download updates via Zebra’s password-protected Support Portal.
This portal provides visibility into the status of all devices in the Zebra OneCare repair cycle. You can track repairs by serial number and the ratio of ‘no trouble found’ to repair resolutions as well as view the number of shipped replacement devices, the number of devices due back to the depot and the number of devices currently received by the depot and in repair. Select customers can also see: the number of available spares in the pool; the status of all open help desk cases; the condition of all Zebra devices at all sites, per site and per specific mobile computing model; plus the status of a specific individual device. Thresholds and date ranges are customizable, allowing you to define what information is presented on the dashboard, such as the number of resolutions completed. The result? The automatic management of devices in the repair cycle, eliminating time spent tracking devices and preparing reports, and driving down the cost of repair management.
Support Help Desk
Zebra’s help desk of technical professionals is open 8/5 to customers with Essential Lite and Essential service contracts and 24/7/365 to customers with Select service contracts. Fully trained help desk representatives with the skillset required to isolate, analyze and resolve issues will perform Level 1 Triage to determine the best course of action. Support is provided in English, Chinese, Japanese and Korean, and 16 languages worldwide. Multilingual support is provided 8/5 and support in English is provided out-of-hours. What’s the value? Your users have the peace of mind that if their device malfunctions, no matter when, they can reach a technician.
Device Diagnostic Service
Device Diagnostic Service enables the resolution of more device issues, remotely, minimizing the need to return devices to the repair depot. At the heart of this standard feature in all of our OneCare services is the Device Diagnostic Tool. The tool performs six self-health tests that enable successful remote resolution of device-related issues. The tests include the system, battery, WLAN, WWAN, Bluetooth and GPS. What’s the value? Workforce productivity is protected — problems are resolved in the field, eliminating a costly trip to the depot.
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