Support

Washlink Systems Technical Support Options

Washlink Systems is excited to welcome you into our family of professional and dedicated car wash owners and operators. Washlink Systems (WLS) has put every effort into providing you with a product that is easy to operate and even easier to maintain. We offer three levels of support to assist you with the management and maintenance of Washlink Systems products.

Basic Support

We realize that you may periodically have questions about your WLS product. We also understand that you may have a need for technical support on occasion. Because we believe communication to be a critical component in achieving our goal of complete customer satisfaction, Washlink Systems is proud to include Basic Support at no additional cost with each and every product sold via our worldwide authorized distributorship, for the life of that product.

With Washlink Systems Basic Support you have access to our friendly and highly qualified WLS Technical Support team. Your technician will answer questions, point you in the right problem solving direction or, if needed, start the trouble shooting process of your WLS product. We simply are not going to ask for a credit card before saying “hello”. As car wash owners and operators ourselves, we understand that often a few minutes of help is all you need to get your question answered. Being forced to provide a credit card before any help is given can be incredibly frustrating. If your issue cannot be resolved with our Basic Support, you will be provided with an understanding of your next step.

Of course, this level of high quality support doesn’t come without a price. As a Basic Support customer, the only price you pay is in response time: We are able to offer you Basic Support on a “call back” basis only, but with the assurance that we will strive to return your call “within the close of the following business day”. Basic Support hours are:

Basic Support Hours: Weekday Business Hours: 8:00AM – 5:00PM PST Mon - Fri

For example, as a Basic Support client, if you called in Monday at 3pm, you can expect a return call by 5pm on Tuesday. Similarly, if you called in at 8am Friday morning you can expect a call back by 5pm the following Monday evening.

Premium Support

For those customers who wish to speak with the next available team member, we are proud to offer our Premium Support plan; an annually renewed pay-for service that, among several other benefits, ensures a faster response time with extended contact hours. Premium Support hours are:

Premium Support Hours:

Weekday Business Hours: 7:00AM – 6:00PM PST Mon - Fri
Emergency Weekday Hours: 5:00AM – 7:00AM, and 6:00PM - 8:00PM PST Mon – Fri
Emergency Weekend Hours: 5:00AM – 8:00PM Sat
* See the Premium Support Fine Print note 1 for a definition of an “emergency.”

As a Premium Support client, in addition to a better response time, we are able to offer you “Emergency Hours”. These are extended hours that enable contact with us, for the purposes of helping you solve your emergency*.

Premium Support clients are also entitled to software revisions. Washlink Systems is always innovating, adding new and more powerful features to its software suite. As a Premium Support customer, you will receive these updates free of charge*. Please contact any Washlink Systems team member for further details, requirements and pricing.

Pay As you Go Support

As a third option, Washlink Systems also offers “as needed” Pay as You Go (PAYG) service. PAYG enhances our Basic Support plan by offering a faster response time as well as extended contact hours. A PAYG support hours are:

Pay as You Go Support Hours

PAYG support requires no contract, and instead is billed at an hourly rate:

Pay as You Go Hourly Rates

$135.00 per hour during Weekday Business Hours with a $50.00 minimum charge
$270.00 per Hour during Emergency Hours with a $100.00 minimum charge

If you elect to take advantage of PAYG support, please indicate so and be prepared to present your credit card information. Your WLS Technical Support team member will need this information before proceeding.

Notes - Contact Information

In all cases, our Team is available to you by calling 408.924.0808. You may also contact us by emailing: support@washlinksystems.com. Email and phone call contacts are handled with the same response times, however in cases of emergency and you are either prepared to use WLS Pay as You Go or are a Premium Support client, we recommend that you call us directly.

It is important to point out at that all of the three Washlink Systems support options available (Basic Support, Pay as You Go and Premium Support) entitle you to the same technical expertise and high quality of service. Other than the costs outlined above, there are no hidden fees or additional expenses related to resolving your issue over the phone. Please understand, however, that non warranty hardware replacements and/or returns to WLS for repair and/or service are handled on a case by case basis, and all associated costs will be billed outside of any support agreement or plan.

As always, should you have any questions or comments, or if you have a specific need for support that has not been addressed by our options, by all means please contact us. We are here to help, answer questions and to work with you; we welcome the opportunity.

Washlink Systems Contact Information:

Phone: +1 408.924.0808
Fax: +1 408.519.6225
Email: support@washlinksystems.com
Mailing Address:
Washlink Systems
18805 Adams Court, Bldg #110
Morgan Hill, CA. 95037 USA
ATTN: Technical Support Team

*Premium Support Fine Print:

An “Emergency” is defined as not being able to wash cars, and/or not being able to process sales transactions via “Saleslink”, the WLS point of sale system. All other issues are not considered emergencies and therefore will not be responded to within Emergency Hours. However, they will of course be handled in order of receipt during Premium Support weekday business hours.
In order to receive software revisions and uninterrupted technical support per this plan, a Premium Support Agreement must first be in place and all of your accounts with Washlink Systems must be current and in good standing.
For the purposes of receiving software revisions, prior to starting Premium Support, the equipment on the support plan must have the current version of software installed. The time required to bring your system up to date will be billed at WLS’s standard hourly support rate and is considered a prerequisite to this agreement being placed into affect.
After you have been brought up to date, the new agreement will initiate and will take effect from that time forward, on an annual basis.
If you elect to not renew this agreement, you must inform WLS via a written request and will take effect at the end of your paid annual contract.