Technical Support

Inevitably things can and do go wrong from time to time and when they do, our dedicated and professional team of engineers and technicians are on hand to assist customers when required.

We offer a full support service for the following products:

  • Almost all products purchased either directly or indirectly from Data Display UK
  • Many products purchased from PD Systems International, which was acquired by us in 2004
  • Some products purchased from IGG systems, which was acquired by us in 1996

Maintenance Contracts

Most products can be covered by a full maintenance agreement, a range of which are available from us. We would be more than happy to discuss the various options best suited to your requirements but typically a maintenance contract may include an annual service and call-outs as necessary to attend any problems as they arise. For applications where our displays form a critical part of your customer service, a maintenance contract will help ensure a speedy return to full service.

Benefits include:

  • Priority service
  • Priority access to spares
  • Better control of your maintenance costs

As a starting point, a condition survey would be carried out, allowing us to ascertain details of the equipment to be covered under the contract. Simultaneously, we would also conduct a routine service, where any minor problems would be immediately rectified on the spot. If any major problems are identified, the work required would be quoted for and customer authorisation received before proceeding. Please note that a condition survey may not be deemed necessary where the equipment is still within the initial warranty period (usually 12 months from delivery).

The condition survey would be carried out at our standard service rates — please see below.

Support Contracts

This option is specially designed for customers who perform their own front-line maintenance or for companies who offer first-line maintenance contracts to end-users. We recommend a support contract which offers the following services:

  • Telephone support
  • Electronic copies of relevant maintenance manuals (upon request)
  • Access to free training courses (e.g. for new personnel)
  • Priority on-site support where problems cannot be resolved over the telephone (additional charges may apply)
  • Discounted on-site service
  • Free repair of faulty modules returned to our service centre (optional extra)
  • Classification as an approved installer/maintainer of Data Display products including listing on the Data Display website (following satisfactory level of attendance at training course).

To ensure that you receive a contract suited to your requirements, we would be more than happy to discuss the options available to you. As a starting point, however, we would need to review both the range and volume of products for which you would like support.

On-site service (ad-hoc)

For customers without maintenance or support contracts, on-site service calls are chargeable at our standard rates, which are as follows.

From 1st September 2007 we are reviewing our charges. This is the first review in 18 months. Many customers will see no change in the rates that they pay.

The main changes are:-

  • Increase in the call-out charge for outside working hours only
  • Minimum of 4 hours labour payable for on-site labour which is wholly outside working hours
  • Optional Same/Next Working Day service if you want it (and if we are in a position to provide it – we do have to give priority to customers with maintenance contracts).
  • Surcharge for call-outs within London postal area.
  • Surcharge for work on the railways to cover the costs we incur for additional training etc.
  • Surcharge to cover the costs of site-specific Method Statements where you request them.
  • We believe that these changes reflect a fair spread of the additional costs that we incur whilst giving many of our customers the opportunity to pay no more than previously for our service.

 Charges during normal working hours* Charge outside normal working hours¬ Details
Call-out charge (UK Mainland only) £250 £400 per day This covers our average costs in reaching site including site including our engineer's travel time, fuel costs etc.

In the case of a service call exceeding one day, the call-out charge is payable for each day or part thereof to cover additional travel costs or overnight costs etc.
On-site labour charge (one service engineer) £50 £75 This covers the engineer's time on-site from arrival at the site (i.e. the first point of security check, reception etc.).
Charged per man, per hour or part thereof
N.B. Minimum charge: 2 hours during working hours; 4 hours outside working hours
On-site labour charge (two man team) £85 £125 Where a two man team is needed for operational or safety reasons, this covers the team's on site from arrival at the site (i.e. the first point of security check, reception etc.).
Charged per two man team, per hour or part thereof
N.B. Minimum charge: 2 hours during working hours; 4 hours outside working hours
Surcharge for call-outs within London postal area £75 per day
Surcharge for Same/Next Working Day £175 - Same Day
£125 - Next Day		 Only payable if you specifically request Same or Next Working Day attendance and we are able to provide it
Surcharge for work on railways £100 E.g. for PTS card holder or similar
Surcharge for site-specific Method Statements £75 per site Only payable where you specifically request a site-specific Method Statement
Parts used Our standard list prices.
For bought in items: cost plus 100%
Access equipment hire Access tower: £75 per day.
Other: Cost plus 15%		 Where access equipment is to be supplied by us.

All charges exclude VAT.

* Normal working hours are defined as: 08.30am — 17.00pm Monday — Friday, excluding Public Holidays.

¬ Outside normal working hours are defined as: 17.00pm — 08.30am plus all day Saturday, Sunday and Public Holidays.

When requesting on-site service please have the following details to hand when you call:

  • Contact name on-site
  • Contact telephone number
  • Location
  • Precise reporting instructions
  • Whether access equipment is needed for displays mounted out of reach
  • Model and serial number of faulty display
  • Approximate date of purchase, if known
  • Whether purchased direct from Data Display or name of intermediary
  • Method of usual operation (e.g. keyboard or PC)
  • Description of problem
  • How long the fault has existed and details of any associated event which may have been the cause. For example,
    • Change of operator
    • Change of PC
    • PC operating system upgrade
    • Suspected damage to cabling
    • Electrical storm
    • Power outage
  • Whether the display is believed to be under warranty (on site or RTB)

Please note that for customers with a credit account in good order, we require an official purchase order to cover the service call at the above rates. For all other customers, we require advance payment equivalent to the appropriate call-out charge plus the first two hours labour charge (for one/two men, day/night working as appropriate).

Telephone Support (ad-hoc)

For customers without a valid maintenance contract telephone support is offered at £80 plus VAT per request.

Service Centre Repairs

Alternatively, you may wish to take advantage of our repair facility at our service centre. Simply return the faulty display/module to us and we will conduct a thorough investigation to determine the cause of the problem.

In order that we can handle your return as fast and efficiently as possible, please complete our on line Returned Merchandise Authorisation (RMA) request form to request an RMA number. Once received, the form will either be faxed or e-mailed back to you, confirming your RMA number(s) as well as the address to where the item(s) should be returned.

Please note that anything sent back to us requires a valid RMA returns number or it will be rejected.

Please return the completed RMA form along with your goods, ensuring that the RMA number is clearly marked on the outside of the packaging and return to us.

Please see below for an outline of costs associated with this service (please note that there are different costs depending on whether you are returning the whole display or a module).


 Display Charges Module Charges Details
Minimum charge £160 £80 Covers handling and administration costs. Also includes up to one hour of service engineer's time.
Labour charge £37.50 £37.50 Only applicable after the first hour.
Charged per hour or part thereof.
Parts used Our standard list prices.
For bought in items: cost plus 100%.
Carriage Cost plus 15% Minimum charge £22.50 per shipment.

All charges exclude VAT.

Replacement Software

Our standard charge for replacement software disk plus manual (e.g. SDS, XSDS Lite) is £175 plus VAT

If you have any questions concerning any element of our support service, please feel free to contact us on 023 9224 7500, complete our support enquiry form or send us an e-mail (support@datadisplayuk.com) and we will be glad to offer you further information and guidance.