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MMS USA Service Guidelines

All MMS product technical support services are provided through Live Support on the phone by our experienced technical support team. Immediate telephone technical service is available for all MMS customers free of charge throughout the lifetime of the equipment. Please call us at 800-236-9310 Option #2 during our business hours 8AM to 5 PM EST. After hours support is available for urgent issues.

MMS’s systems are provided with self-diagnostic software that allows trouble shooting over the phone and makes it possible to identify issues and pinpoint subsystem failures. If it is necessary, we will be on-site at free of charge (under 1 year) and at charge (after a year).

Coverage levels for products requiring repair are based on the age of the equipment.

Less than 30 days

  • As a general rule, products that fail within the first 30 days of use are replaced with a new product at no charge.

30 Days to 1 Year

  • Products that fail from 30 days to 1 year of use will usually be processed as a loaner/repair where the equipment is replaced with a no charge loaner unit while the original unit is being repaired.
  • Some items may not be subject to the loaner/repair process including: Monitors, printers and MMS software CDs, which are replaced if less than 1 year old.

More than 1 Year

  • Equipment in place for more than 12 months has the option of being repaired while a replacement is rented
  • Printers and Monitor - purchase of a new replacement in the event repair is not possible or desired.

Note: This policy applied for all products that were sold in the last 7 years. Users of our old systems (UDS, UPS Orion1) are encouraged to call us. We intend to discontinue support for these products at the end of 2011.