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Technical Support

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Service & Support
Technical Support

Benefits

Ensure optimal printer performance and enhance printer lifespan

Achieve peace of mind with minimal downtime

Save time and costs by reducing repair works

Maximise print quality of labels for seamless operations

Support Services

At SATO we are committed to creating new value for customers through products and services of superior quality. We offer the following services for all SATO printer models to help customers achieve stable operation and minimal downtime. Count on our teams of certified customer engineers for reliable technical support.

*Printer model availability differs by region.

To request for more information or purchase services, please contact us.

SATO Help Center
– Knowledge base of technical help articles and tips for SATO products. – Helpful articles in various languages to help users find answers to most product support questions quickly and easily. – Available online for SATO product users globally.
Chatbot and Live Chat
– Complementary tech support via chatbot and live chat. – Allow users to quickly find answers to technical questions about SATO products. – Chatbot service is available 24/7. – Live Chat service is available from 9:00am to 5:00pm UTC/GMT +8, excluding Singapore public holidays & company holidays. – Live Chat service currently supports English, Thai, Indonesian, Vietnamese, and Japanese languages. – Operating hours and language support will be expanded in near future.
SATO Service Contract
On-site Service
– Available Monday to Friday, from 8:00 a.m. to 5:00 p.m. (local time). ^1 – Professional troubleshooting and technical support for hardware and software issues. – Comprehensive coverage including replacement of wear-and-tear parts. – Guaranteed response time for the quick recovery of business-critical operations. – Remote support also available via SOS (SATO Online Services). ^2
Depot service (Repair and return)
– Repair performed off site. – Printers are repaired and tested to ensure optimum performance when returned. – Loan or replacement unit plan is available for minimal interruption to customer operations. – Include preventative maintenance to enable a longer service life.

SATO Paid Repair
– On-demand service, with ad hoc billing. – Professional troubleshooting and technical support for hardware and software issues. – Include device maintenance and technical consultation on customer concerns, if necessary.

SATO Warranty Program (Local / Global)
– SATO printers, their components and accessories are warranted to be in good working order and free from defects in workmanship and materials, when purchased from SATO or through an authorized SATO distributor or reseller. – Warranty period of one year for spare parts, excluding print heads, platen rollers and cutter assemblies that are subject to other term and conditions.

Other Services
Technical Training
– Training conducted by SATO professionals to educate customers about proper usage of SATO products.
Installation Service
– Installation of SATO hardware and software on customer sites to ensure their stable operation.
SATO App Storage
– Cloud-based service for customers to manage their print data centrally.
^{1 Different service hours can be arranged based on customer needs. 2 Only for registered customers using SOS-supported printer.}