Customer Guide

Transcription

1 Customer Guide

2 Table of contents Contact details.. 4 After Care....5 Technical Support...6 Where to find your serial number..6 Where to find the printhead dead dots count 9 Where to find machine handling information...10 Consumables Thermal transfer ribbon Ink Labels Ribbon Certification (MSDS) Routine Maintenance Scheduled Maintenance..14 Training.. 15 Service and Maintenance ICE Printheads Repairs.19 Repairs procedure..12 Warranty / compliance support

3 Table of contents Spares.. 22 Zodiac controller Zodiac cassette Zodiac printer Zodiac bracket Vulcan controller Vulcan consumables Viper spare parts list Viper consumables Scorpion spare parts list..31 Scorpion consumables...32 Torus spare parts list CLARiSUITE.34 CLARiSOFT DB - CLARiSUITE FAQs Key benefits of CLARiSUITE..36 CLARiSOFT hints and tips..37 Customer complaints handling procedure Accounts and Finance information Bank details and payment terms Contact details

4 Contact details For all enquiries please contact us: F: Clearmark Solutions LLP Olympic House Willow Drive Sherwood Park Nottingham NG15 0DP Take a look at the full range of ICE printers ICE BUYERS GUIDE 4

5 At ICE, our aim is to ensure you achieve maximum performance, consistent reliability and optimum efficiency from using our printers. Once your ICE equipment is installed, the After Care team will be your point of contact to order ribbon, ink, spares, repairs and other services. For technical enquiries, our dedicated and experienced in-house team of engineers are available to help with any questions you may have. This guide intends to provide you with the key information to help you get started and make the most of your investment. If there is information that you require that is not covered here, please let us know and we will do our best to provide this for you. 5

6 Technical Support At ICE, we are proud of the service that we deliver. Upon purchasing an ICE coder, comprehensive technical support is provided and includes 12 months of weekend and out of hours support, renewable annually. Our office telephone support is available from Monday to Friday. If you have an immediate problem with your ICE coder, simply call to speak to our experienced in-house Technical Engineers. Our initial response would be to gain an understanding of the issue and diagnose faults or fixes remotely via the telephone in order to get you back up and running quickly. Where this is not possible, we would arrange for an ICE Field Service Engineer to visit your premises as soon as possible, if required. NB: Please have the serial number available for the machine you require support for at the time of contacting the Technical Support team to allow us to log your enquiry against the correct equipment card and track the progress. How to locate your machine serial number This number can be found in three places, each contains a prefix connected with its location on the machine. G = Screen D = Machine E = Cassette CLARiTY screen The serial number is located underneath the screen on right hand side. 6

7 Machine internal The serial number is located centrally inside the machine directly above the calibration detector assembly. Cassette internal The serial number is located inside the cassette in the upper right hand corner. 7

8 Location of the Vulcan Serial Number The Vulcan ID plate is found on the side of the machine underneath the dancing arm plate. The serial number is located at the top right of the ID plate, shown below. 8

9 Where to find the Printhead Dead Dots Count 1 On the Clarity screen press the Tools button. 2 Now select the Diagnostics menu. 3 Select the Printhead menu. 4 Then press the Printhead Health button. 5 The Dead Dot count can be found in the location shown below. 9

10 Machine Handing Identification To confirm the handing of your Vulcan, please refer to the diagram below: Or using your CLARiTY DISPLAY navigate to TOOLS > DIAGNOSTICS > PRINTHEAD > GENERAL Need some help? Give us a call on

11 Consumables As one of the leading suppliers of thermal transfer consumables in the UK, we are continually developing and extending our portfolio of thermal transfer ribbons to meet with application and aesthetic demands. Each new installation is analysed by a Sales Engineer who will advise our After Care team of the application requirements; substrate, speed, tooling, colour and size of print. From this information, we can match consumables to your requirements and provide bespoke supply packages to ensure that we meet all of your sourcing needs. All ICE ribbons are certified as Food Safe and manufactured to current quality standards, which are compliant with your manufacturing process requirements. We are aware that most manufacturing facilities will be audited annually, therefore please get in touch to request the certificates you require and we will provide these for your reference. We only ever recommend running genuine ICE ribbon on your coder as it has been specifically designed to ensure peak performance and high print quality. The patented back-coat technology is guaranteed to extend the life of your printhead and the injection moulded cores have been produced to specific tolerances to enable fault free calibration and optimum reliability of your machine. Ink ICE offer a range of high performance ink formulations for use with our Viper, Scorpion and Torus coders installed in primary packaging, case and tray coding applications. From water based to solvent based inks in a variety of colours, the range enables us to meet most substrate and aesthetic requirements and our Aftercare team would be happy to carry out testing on new applications to ensure that we match the correct ink. For a full list of options or to establish the most suitable ink for your printing needs please contact the Aftercare team by ing aftersales@uk.interactivecoding.com or calling our team on

12 Labels Partnered with the leading manufacturers of plain white die cut labels in the UK, we are able to provide packages of ribbon and labels based on planned production to ensure that you have matched quantities on site. We are confident that we can provide a fast delivery and competitive prices for volumes, or bespoke requirements, of plain labels so why not consider ICE as a single supplier solution for all of your Aftercare needs. If you would be interested in a quotation to supply then please contact our Aftercare team using the contact form on the website, aftersales@uk.interactivecoding,com or call Ribbon Certification (MSDS) Ribbon Certification, ISEGA certification and Material Safety Data Sheets (MSDS) are available upon request for all the thermal transfer ribbons and inks supplied by ICE. To request any of the above, simply aftersales@uk.interactivecoding.com and the Aftercare team will be in touch. 12

13 Routine Maintenance Routine Maintenance All ICE coders require a basic level of routine maintenance to ensure continued performance and reliability. Each operator manual details instructions on how to ensure your coder is kept in peak condition but should you require any assistance with this then please contact our technical support team. If you have mislaid your ICE operator manual, please contact us to request a replacement. Printhead Replacement Procedure WARNING: Lethal voltage. Dangerous voltages are present in this equipment when electrical power is applied. Extreme care must be taken when working on the coder while power is applied to it and the case is opened. The correct standard electrical safety precautions must be taken. There is a danger of death or injury from electric shock if the correct electrical safety precautions are not taken. 1. Switch off the controller and disconnect the mains power connector 2. Remove the two printhead retaining screws (indicated by red arrows in figure 1) Figure 1. Removing the printhead retaining screw: 3. Move the printhead out of the parked position 4. Disconnect the printhead connector and remove the printhead Refitting 5. Note the printhead resistance value that is printed on the label on the replacement printhead 6. Connect the printhead ribbon cable to the printhead 7. Secure the printhead using the screws that were removed in step 2 8. Move the printhead into the parked position 9. Switch the coder on and wait until the Home page is displayed 10. Use the touchscreen to access the printhead resistant parameter (Tools > Setup > Printhead resistance) and set it to the value that was noted in step The Printhead replacement maintenance instruction is now completed. 13

14 Scheduled maintenance To maintain high print quality and reliable service from your ICE equipment, it is important to ensure scheduled maintenance is carried out by an ICE Technician. The frequency of your scheduled visits will vary depending on your install base, type of equipment and the throughput on your machines. If you would like to book a service visit please contact us to arrange a suitable time. Preventative Maintenance Service Contract For peace of mind and to safeguard the reliability of your coder operations on an ongoing basis, we offer a Preventative Maintenance Service Contract which includes a minimum of one scheduled service visit and one floating service visit to be called off as and when required. This package also includes a discounted rate on genuine ICE spare parts fitted during these visits plus a discounted spares package tailored to cover individual site needs. To find out more about the options available or to schedule a maintenance visit, please contact us. 14

15 We provide a basic level of on-site training as standard when new printers are installed. However, we understand that due to staff rotation and changes, it is important to have additional training to keep up to date with the latest software releases. We offer bespoke training packages which are tailored to meet specific business requirements. Scheduled sessions for up to 6 operatives can be held either on site or at our dedicated training facility in Nottingham between 10 4pm. Once we understand what you are looking to achieve from the training, we will put together a programme to ensure that we cover all of your requirements and provide an overview of the course to take away and refer to in practice....why not take a look at our free technology guides? Pharmaceutical Guide Secondary Packaging Guide Barcode Guide 15

16 Service and Maintenance ICE spare parts have been developed specifically for the machines and are produced to the highest quality to maximise the performance of your coder. We cannot vouch for spare parts supplied from other suppliers and how these may affect the efficiency or print quality of your ICE coder. The use of non -ICE spare parts will invalidate your printer warranty. We can provide a recommended spare parts package for your specific coder or to cover your install base, to ensure you have the most critical items on site should you require them, maximising efficiency and minimising downtime. All spares are held in stock available for same or next day delivery if required and we have a team of Aftercare specialists on hand who are able to help identify the parts you require. 16

17 ICE Printheads ICE thermal transfer printers are all fitted with a near edge printhead, a technology that enables the fast print speeds and throughput that our coders deliver in both intermittent and continuous modes. The specific location of the glaze formed on the corner edge of the ceramic part of the ICE printhead allows our part to have a very controlled glaze depth and achieve a very quick heat response and excellent clarity of print this enables the ICE coder to excel with barcode applications. All genuine ICE printheads are marked with a security label which quickly identifies that they are genuine parts and have an ICE part number detailed on the PCB. Please be aware that there are a number of companies that offer modified parts to fit our machines, claiming that they are genuine when they are not. These parts have been found to cause damage to electronic components in the machine, deliver poor print quality and reduced printhead life. Fitting modified parts to your ICE equipment will invalidate the warranty on your machine. ICE is the only supplier of genuine parts but we do work closely with a number of carefully selected OEM partners to deliver these in to sites. To easily identify if you are sourcing genuine parts, please contact the After Care team who will be able to offer assistance. 17

18 IP65 Rated wash-down ICE Zodiac Thermal Transfer Printer The Zodiac HS is available as an ingress Protection (IP) rated wash-down version, which provides industry leading protection against dust and water ingress, making it ideally suited to hygienic packaging applications such as those found in many food factories. The IP-rated Zodiac is provided with a special IP65-rate cassette cover. Prior to wash-down at the end of a production run or end of the day, the line operator simply replaces the standard ribbon cassette with the wash-down cassette to make the unit IP65-compliant. By performing this simple task, the printer does not have to be removed from the production line or protected with a sheet during cleaning and wash-down routines, saving time on pre-cleaning preparation and post- cleaning reinstallation and setup. All of the standard RS232, Ethernet, digital I/O and USB connections are IP65-rated. This removes the need to place the printer within an additional expensive or bulky enclosure and ensures ingress protection in normal operation, ideal even in damp or dusty environments such as salad packing or frozen food factories. All of the proven features from the standard Zodiac are also retained. CLARiTY Touchscreen Protection Covers Splash proof covers are available for the Clarity 3 controller to provide an element of protection from dust and water ingress in factory environments where this is present. These are available from stock for next day delivery so if you wish to discuss your requirements with a member of our team then please aftersales@uk.interactivecoding.com or call

19 Repairs ICE provide a return-to-base repair service for all ICE equipment to guarantee a rapid turnaround to get you back up and running quickly and minimise downtime. Based at our service facility in Nottingham, our dedicated team of technical engineers are able to quickly diagnose faults and repair equipment to a high standard, using genuine OEM parts. All repairs are issued with a bespoke returns number for traceability and a label provided to apply to the box of the equipment being returned. On receipt of your coder, we will you to confirm the arrival and once evaluated will be in touch to advise the action required and any associated costs. A purchase order number will be required to proceed with any work but once we have your approval, we will carry out the repairs and deliver the machine back to you. Hire equipment is available if required to avoid production disruption whilst your equipment is being repaired. If this might be of assistance, please advise your Technician when booking the repair. 19

20 Repairs Procedure 20

21 We offer an extended warranty to continue your service from months and give you the peace of mind that should any parts fail due to manufacturing faults or defects during the warranty period of your Zodiac equipment, we will cover the cost of both parts and labour*. When you extend the warranty on your equipment to 36 months, you can benefit from added equipment protection and uninterrupted access to ICE support services. This can be taken out up until the expiry of the original machine warranty. In addition you will benefit from: ICE technical support plus emergency out of hours response Annual health check Service exchange facility for critical components Application qualification service Comprehensive aftercare support * Please note that this does not include consumable items such as printheads and does not cover physical or water damage. Only genuine parts should be fitted to your machine, fitting compatible parts would void the warranty on your equipment. Compliance Support We will be happy to supply you with compliance and safety information that you may require, for example: Regulatory certificates Material Safety Data Sheets (MSDS) Waste packaging Supplier agreements and questionnaires 21

22 Spares 22

23 Zodiac Spare Parts List Controller assembly Figure 8-1: Controller assembly Table 8-1 lists the parts of the controller assembly. Item Part Number Description Quantity mm Zodiac Fuse Set Inverter Cable Assy Display Inverter Clarity 3 Processor PCB LCD Cable Mains Switch Assy Clarity 3 LCD/Touchscreen amended Clarity 3 Controller amended 3m Mains Lead Assy 1 Not shown Printer Cable Assy- 3M 1 23

24 Zodiac Spare Parts List Cassette assembly Item 32mm ES Zodiac Part Number 53mm Zodiac mm Zodiac Description Why keep on site? Replacement Printhead Mandrel Refurb Kit Mandrel Body Assembly Cassette Roller Peel Roller Cone Clutches RH RH RH LH LH LH Replace when worn - wear may be affected by application and external factors but these parts are warranted by the manufacturer for 50km of print. Supplied with fitting instructions. If the cassette is dropped when changing the print ribbon, there is a risk that the mandrels may bend causing the cassette not to locate properly. This kit enables you to completely replace the bent mandrel pin and accessory parts. This will enable you to completely replace the mandrel Body Assembly to get you up and running quickly. Keep these on site in case they are accidentally damaged, changed quickly and easily. Keep these on site in case they are accidentally damaged, changed quickly and easily. These parts are located in the end of the mandrel body - they may wear over time and need to be replaced. Thermal Coder Fuse Kit Required if a fuse should fail. Cleaning Wipes x Required to clean the printhead and maintain 100pcs clarity of print. Printhead Ribbon Cable Silver Discs (5 pack) Black Discs (5 pack) Spare Cassette Cable may wear through repetitive action which would affect the performance of the printhead over time. Located below ribbon on mandrel, may be lost when ribbon is changed. Located below ribbon on mandrel, may be lost when ribbon is changed. Keep a spare cassette on site to swap out should you have any issues, especially useful if you have more than one line.

25 Zodiac Spare Parts List Printer assembly Figure 8-3: Printer assembly Table 8-3: lists the parts of the printer assembly. Part Number Item Zodiac Description Quantity Solenoid Valve Assembly Calibration Detector Assembly Zodiac Thermal Plus Printer Thermal 64mb Printer Flash PCB Card Printhead Drive Stepper Motor Assembly Calibration Emitter Assembly Ribbon Drive Stepper Motor Assembly 1 25

26 Zodiac Spare Parts List Bracket parts portfolio Figure 8-5: Accessories Table 8-5: Bracket part portfolio for the printer Item Number Part Number Description Quantity Intermittent Bracket Print Assembly LH RH Thermal Printer Encoder Assembly Encoder O-Ring 10pcs 5 B Encoder Wheel Pack 5pcs 6 PRINTREG Registration Unit 1 7 B Printer Roller 300 Long 1 7 B Print Roller 400 Long 1 7 B Printer Roller 450 Long 1 7 B Print Roller 500 Long 1 7 B Print Roller 550 Long 1 7 B Print Roller 600 Long 1 7 B Print Roller 650 Long 1 7 B Print Roller 700 Long 1 7 B Print Roller 750 Long 1 7 B Print Roller 800 Long 1 7 B Print Roller 850 Long 1 7 B Print Roller 900 Long Continuous Bracket Roller Shaft mm x 160mm Platen Rubber Pack mm x 100mm Platen Rubber Pack 10pcs 26

27 Vulcan Spare Parts List Controller assembly Figure 8-1: Controller Assembly Table 8-1: lists the parts of the controller assembly Item Number Part Number Description Quantity Spare 6.5 CLARiTY LCD Spare LPA 6.5 CLARiTY PCB 1 Part Number Recommended spares Recommended 55mm 76mm 107mm Description No. Pcs held Spare LPA Brake Belt Assembly 1 V0148 V0148 V0148 Spare Dancer Arm Spring (Pk5) Vulcan - Replacement 107 Printhead Assy 1 V0182 V0101 V0106 LPA Print Roller Assy Spare LPA Black Ribbon Disc (Pk 5) 1 Additional Accessories Part Description Quantity LPA Encoder Assembly LPA Status Beacon Assembly LPA Product Detect Sensor Assembly LPA Pack Handling Kit LPA Barcode Scanner Kit - Serial LPA Barcode Scanner Kit - PoE CLARiTY Support Tube Assembly 1 27

28 Vulcan consumables Vulcan ribbon The ribbons are a specific formulation called grade ICE200 which have been developed to run at the speeds required by the Vulcan and are available from stock. Prior to installation, we will determine which ribbon would be the correct one for your application, options as detailed below: Part No Ref Colour Width Length No rolls / box ICE200 Black 55mm 830m ICE200 Black 76mm 830m ICE200 Black 110mm 830m Printhead Cleaning Wipes - 100pcs /box Vulcan labels Partnered with the leading manufacturers of plain white die cut labels in the UK, we are able to provide matched quantities of ribbon and labels based on planned production, to ensure that you maintain up time. We are confident that we can provide a fast delivery and competitive prices for volumes of standard or bespoke sizes of plain white labels and work with procurement teams to supply to scheduled requirements. 28

29 Vulcan Viper Spare Parts List Controller assembly Figure 8-1: Controller Assembly Table 8-1: lists the parts of the controller assembly Item Part Number Description Quantity Controller Spare Control PCB Spare Memory Card CLARiTY LCD Cable Spare TIJ Backplane PCB 1 Spare TIJ Mains Switch Assembly 1 CLARiTY LCD 8.4 Display and Touch Screen Power Supply Unit 1 29

30 Viper Viper consumables consumables We offer a range of inks for the Viper to cover various substrate and aesthetic requirements and are happy to carry out testing on new applications to match the correct ink. The range includes standard, solvent based providing faster drying times and coloured inks. 30

31 Scorpion Vulcan Viper Spare Parts List Controller assembly Figure 8-1: Controller assembly Table 8-1 lists the parts of the controller assembly. Item Number Part Number Description Quantity 1 WLK Controller 1 2 WLK Spare Control PCB 1 3 WLK Spare Memory Card 1 4 WLK Spare TIJ Backplane PCB 1 5 WLK Spare TIJ Mains Switch Assembly CLARiTY LCD 8.4 Display and Touch Screen CLARiTY LCD 8.4 Display 1 8 WLK Power Supply Unit 1 9 WLK Status LED 1 10 See Table 7-2 Mains Lead, Screw Connector (See Table 7-2 on page 7-5 for country specific part codes) Fuse Kit Set of WLK Spare Controller Internal Cable Main PCB to Backplane PCB 1 13 WLK Spare Controller Internal Cable Ethernet 1 14 WLK Spare Controller Internal Cable USB 1 15 WLK Spare Controller Gasket Kit 1 16 WLK Spare Controller Panel Connector Ethernet 1 17 WLK Spare Controller Panel Connector USB 1 18 WLK Spare Controller Panel Fuse Holder 1 31

32 Scorpion consumables We offer a range of solvent inks for the Scorpion to cover various substrate and aesthetic requirements and are happy to carry out testing on new applications to match the correct ink. The range includes solvent based, coloured inks. 32

33 Torus Spare Parts List Part Number Description Quantity Torus 126 Resrvoir Air Filter Assembly Torus 126/500 LCD/Touchscreen Assembly Torus 126/500 Printhead Maintenance Kit Torus 1000 Ink Res Air Filter Torus 126/500 Air Regulator Filter Torus mm Printhead Torus 500 Reservoir Air Filter Assembly Spare Torus Plus 126/380/500 Power Supply 1 Torus consumables The ink supplied for the Torus is a low odour, low volatility, pigmented oil based ink which provides rapid dry times on porous substrates such as paper and card. 33

34 CLARiSUITE is a suite of software products that work together for the purpose of designing, managing and distributing data to be printed by the ICE and Videojet range of printers. The CLARiSUITE software components include: CLARiTY refers to the operator controller situated nearby to the printer. The colour touchscreen controller allows for simple operation and minimal downtime of ICE coders. The operator is able to set up the line quickly and easily with streamlined message selection and a helpful wizard tool. CLARiTY gives the operator visibility to identify the ribbon usage and the predicted replacement time to assist with planning changeover and reducing downtime. On-board diagnostics can quickly identify faults so you can fix them and get the line back up and running fast. CLARiSOFT Label design software CLARiSOFT is a label design software program to allow a user to create a label design template which may be printed by ICE machines. As is the nature with software, it is constantly being enhanced and developed to provide our customers with the functionality to improve processes and best practice. Procedure to install CLARiSOFT You will be provided with CLARiSOFT on a USB license dongle upon purchase. Easy installation instructions are provided with the dongle to install this on to your PC. If you would like further help with your installation of CLARiSOFT or have any questions, please contact the Technical team. CLARiNET Networking software CLARiNET allows a number of ICE and Videojet printers to be connected to a central data source via a LAN (local area network). The maximum number of printers which may be connected to a single CLARiNET system is 99. Connecting the printers in this way enables the printed data to be centralised, providing a single data source for all coding machines in a factory, thereby reducing both the risk of coding errors and simplifying the process of data management. With CLARiNET, the printers can be placed in to groups, allowing simultaneous data transfer to a number of printers. Typically these printers would exist on the same production line. 34

35 CLARiNET permits data to be shared by printers which use different print technologies and have different capabilities, for example print speeds, print resolution and print areas may differ. The templates designed within CLARiSOFT deal with these differences, whilst CLARiNET simply connects the printers to the data source and the CIFFs. CLARiNET provides a dashboard view of printer efficiency, performance and line stoppages by acquiring data from the printers. This can be recorded into production and audit logs and enable qualitative analysis. An optional intranet view can provide the business with live performance information. Database structure to manage printer data CLARiSOFT DB is a database structure provided within the CLARiSUITE product to allow the user to manage printed data in a friendly environment. CLARiSOFT DB presents each CIFF data record in a form view and allows additional fields to be added easily. The software also provides some data checking facilities for example check digits on primary and secondary barcodes are calculated and checked. Can I connect other software to CLARiSUITE? Yes, CLARiSUITE has ODBC capability (open database connectivity), this means that data may be sourced from a variety of compatible platforms, including Access, SQL, Excel etc. The CIFF template is still required, however data for some of the fields may be populated from one or more data sources. CLARiNET has an API (application programming interface). This allows software developers to interact with CLARiNET from their own application. CLARiNET also has an OPC server (open platform communication), this allows CLARiNET to connect directly to factory automation systems, allowing control of printed data and logged information to be managed directly. The OPC server operates as a service, meaning the CLARiNET application does not need to be running for the server to be effective. Can CLARiSUITE be used with non-ice or Videojet products? Yes, there are other drivers available, although support for these may be limited since it is dependent on documentation and support from other manufacturers. The Zebra printer is supported as standard since its protocol is widely documented and the Zebra product is in common use. What hardware do I need to use CLARiSUITE? CLARiSOFT DB FAQs CLARiSUITE only requires a good specification PC, with a mouse and keyboard. For CLARiNET to be used, a NIC (network interface card), and connection to the LAN used by the printers is necessary. 35

36 Key benefits of CLARiSUITE It provides access to all of the unique and useful features of the CLARiTY interface used on all ICE coders and many Videojet machines. It allows the use of an existing database to provide printed data to factory coding machines. It allows factory coders to be connected to a central data source via standard CAT5 cabling. It allows bi-directional data management i.e. printed data may be sent to machines and performance data may be acquired. It has the ability to integrate into existing factory systems and data networks. It requires no unique cabling or IT requirements. 36

37 CLARiSOFT hints and tips Do you know the full capability of the CLARiSOFT software? Here s some of our top functionality picks that can help you get the most out of your ICE coder. Calendar Rules You can use any Windows TrueType font to design your labels to your exact specification, rather than having to use a standard local font. This can help your designs stand out from the crowd and enhance the look of the product. Windows TrueType font Using CLARiTY, you can set up your list of pre-defined jobs for the operator to simply select using a USB barcode scanner. This can speed up job selection and can avoid potential operator errors. USB Barcode Scanner CLARiSOFT has the unique ability to create calendar rules and avoid specific dates. For example, you can set up the best before date on your product to be plus 5 days from the sell by date, however if this falls on Christmas day, the original calculation can be ignored and set up so the best before date is the day before or the day after Christmas day. Data File Printing Want to run a promotion on your packaging? CLARiSOFT lets you print random numbers or codes on your packaging so that you can run competitions with ease. Any csv file can be transferred via USB to the ICE coder to print on the labels, without the need for an external device. 37

38 Intermittent OCRB mode You can use this mode for applications that need to be scanned by Optical Character Recognition (OCR) readers/ systems. When this mode is enabled, a number of changes are made to the way that the intermittent print is performed to give a more consistent print with far less variation in character sizes through the image. Did you know? The Zodiac (TTO) can be used in intermittent and continuous mode in the same machine using CLARISOFT Configuration Manager. Zodiac can print monochrome bitmap graphic files. You can clone a machine via a standard USB stick. This can restore on another coder without any work required. If you have multiple ICE coders, you can configure a master and network up to 3 slave coders. Zodiac print areas: Intermittent mode: 53mm (W) x 75mm (L) and 107mm (W) x 75mm (L) Continuous mode: 53mm (W) x 135mm (L) and 107mm (W) x 200mm (L) 38

39 Customer Complaints Handling Procedure ICE is committed to delivering customer satisfaction as a priority. Any issue that compromises this will be addressed as fully and promptly as possible. Although we will endeavour to resolve specific customer problems at the time they take place, there may be occasions when it may be necessary for customers to have a formal procedure for filing complaints. ICE s definition of a complaint is: An expression of dissatisfaction by one or more customers about ICE s action or lack of action, or about the standard of service provided by or on behalf of ICE. A complaint may relate to: What is a complaint? What can I complain about? Delays in responding to your enquiries and requests Failure to provide a product or service Our standard of product or service Treatment by or attitude of a member of staff Our failure to follow proper procedure This list does not cover everything. Your complaint may involve more than one service provided by ICE or someone working on our behalf. How do I make a complaint? The procedure for filing complaints begins with the customer reporting their issue to ICE by , letter, telephone or via our online complaints form: FAO Customer Service Manager: aftersales@uk.interactivecoding.com Letter: Customer Service Manager, Interactive Coding Equipment, Olympic House, 1 Willow Drive, Sherwood Park, Nottingham, NG15 0DP Telephone: Online complaints form: Please click here Your full name, job title, company name, address, telephone number and address As much as you can about the complaint What has gone wrong When reporting your complaint, please tell us: How you would like us to resolve the matter How long do I have to make a complaint? To ensure a prompt and effective resolution, please report a complaint quickly and directly via the methods previously listed. We can also try and resolve problems at the time of the communication. 39

40 Customer Complaints Handling Procedure What is the process within ICE for managing complaints? The complaint will be recorded and handled by a Customer Service Coordinator and/or the Customer Service Manager who will communicate with the customer to address the complaint directly and to inform the customer who is dealing with the complaint. Our complaints procedure has two stages Stage one - Frontline resolution We aim to resolve complaints quickly and agree with the customer on the action that should be taken to resolve the problem. We will give you our decision at Stage 1 within five working days or less, unless there are exceptional circumstances. If we can t resolve your complaint at this stage, we explain why and tell you what you can do next. We might suggest that you take your complaint to Stage 2. You may choose to do this immediately or within an agreed timeframe after you get our initial decision. Stage two - Investigation Stage 2 deals with complaints that have not been resolved at Stage 1 or those that are complex in nature and require detailed investigation. When using Stage 2 we will acknowledge receipt of your complaint within three working days and provide you with a full response to the complaint as soon as possible and within twenty working days. We will inform you if the investigation is particularly complex and we need longer than 20 working days to resolve the problem. We will agree revised time limits with you and keep you updated on progress. How do ICE track complaints? A complaint will be logged in our CRM system within the customer account details. All additional communication will also be logged within the customer account in our CRM system. What if I am still dissatisfied? If the complaint remains unresolved to the satisfaction of the customer after the complaints procedure has been followed, an external officer can be appointed to act as an intermediary between the customer and ICE. Following an agreed course of action with the officer, ICE management will notify the customer in writing as to the suggested steps to resolve the complaint. 40

41 Accounts and Finance information Please direct general Accounts and Finance enquiries to Bank details and payment terms Payment Terms: 30 days from date of invoice (unless otherwise stated) Company Bank Details: Svenska Handelsbanken AB (publ) 3 Thomas More Square London E1W 1WY Sort Code: Account No: BIC/SWIFT: HANDGB22 41

42 Contact details For all enquiries please contact us: F: Clearmark Solutions LLP Olympic House Willow Drive Sherwood Park Nottingham NG15 0DP FEEDBACK IN 5 for 25* We value your feedback as it allows us to improve our services and products. Please spend a couple of minutes completing the feedback form and to say thanks, we will enter you in to a prize draw to win 25*. Click to submit 42