As one of our valued customers we thank you for your business and continued support—because of your trust in Kval equipment we have now been in business for over 79 years!
We pride ourselves on pushing technological advances and addressing growth in an ever-changing market. As the complexity of our equipment grows with the needs of our customers, providing excellent service and developing support resources has become a main focal point of our company's vision. In order to meet the demands of this goal we are making changes to our support policies, detailed below.
On-Site Service
Effective October 1, 2026
Our field service labor rates are all-inclusive: travel time and travel-related expenses are built into the
hourly rates below, so there are no separate charges for airfare, hotels, rental vehicles, per diem, or standard
travel time. Billing is based on actual hours worked on-site.
Preventative maintenance, installation, and repair
Standard time
Based on an 8-hour workday
$220/hour
Overtime
Hours beyond 8, up to 10 in a single day
$275/hour
Premium time
Weekends and holidays
$295/hour
Machinery upgrades and programming
Upgrades & programming
Includes required engineering support
$275/hour
Additional charges
Minimum charge
Per service trip
4 hours
Emergency travel fee
Service scheduled with fewer than 7 calendar days' notice
$500
- Technicians work up to 8 hours per day unless overtime is requested by the customer and approved in advance
- For safety, total work time may not exceed 10 hours per day
- Customers must provide access to machinery during the scheduled service window
- Any delays or lack of access resulting in standby time will be billed accordingly
- Service trips may be canceled up to 14 days in advance to avoid additional fees
- Customers are still responsible for any non-refundable expenses already incurred
- Cancellations within 14 days of the scheduled service date will incur applicable administrative fees
- Kval technicians are authorized to service Kval equipment only
- Non-standard modifications, third-party components, or unapproved changes may limit or prevent service
- Kval reserves the right to evaluate equipment prior to performing work
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Parts may be ordered by Kval technicians without a purchase order (PO) when necessary to avoid service
delays; if a PO is required, an authorized contact must be available for real-time approval. By authorizing
service, the customer agrees that required parts may be ordered and billed regardless of PO status.
Download the On-Site Service Rates & Policy (PDF)
Phone Support
Effective January 1, 2020
Over the past several years we have heavily invested in the development of new systems to improve phone support, issue management, and service tracking. We allocate substantial resources to the production of DIY tutorials and troubleshooting videos as well as model specific documentation; all of which are available
right here on our website. Want to see an additional resource created? Just
send us an email detailing your idea!
Historically we have provided free phone support for all machines, regardless of equipment age, warranty, or original purchase status. However due to the growing costs associated with this level of support combined with the size of our customer base—and taking into account the availability of self-help tutorials and documentation—we will no longer provide free phone support longer than 15 minutes for out of warranty machines.
Free support
Machines 5 years old or newer
All calls
Free
All other machines
First 15 minutes of each call, per issue/day
Free
Billed support
Pre-purchased block
Discounted, 5-hour minimum
$100/hour
Invoiced on demand
Billed by the Service Department
$120/hour
Door-lite template creation
Custom door-lite templates, billed hourly
$150/hour
Phone Support F.A.Q.
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When will these changes take effect?
In May 2019 we notified our customers that these policy changes would go into effect on June 1, 2019. However, due customer feedback and internal discussions we've revised our plans: these changes will go into effect on
January 1, 2020.
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Kval has never charged for phone support before, why start now?
We launched a service expansion campaign to provide excellent customer service to our ever-growing client base and improve phone support response time. This policy is a two pronged approach:
- Charging non-active customers or third-party service companies will reduce call-volume and therefore free-up resources for Kval’s active and loyal customers.
- Revenue acquired will be invested to expand self-help tutorials, service infrastructure, and the number of available phone support techs.
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How does the billing work?
- For equipment five (5) years or newer, phone support will be free.
- For equipment over five (5) years of age, customers will receive a free 15 minutes of phone-support and assistance per issue. However, for the amount of time that extends over the free 15 minutes, customers will be billed or account credit reduced.
There are three billing solutions offered to Kval customers:
- Pre-purchase discounted blocks of time through our parts department or online at Shop Kval, which will be applied to your account.
- Receive an Invoice direct from our service department at full price.
- Purchase Service or Parts for free phone-support credits
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Why pay for phone support instead of requesting a field technician?
Our remote support team strives to provide our customers with the fastest solution possible, and in most cases issues can be diagnosed and resolved quickly. On-site service starts at $220/hr with a 4-hour minimum per trip, so a single field technician visit quickly surpasses the cost of phone support.
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What happens if I run out of credit during a call?
The technician you are working with will inform you if your pre-purchased support time has run out. After the call you can purchase another block of time at the discounted rate or be invoiced for the remaining amount at the normal rate.
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How can I track how much credit I have left?
After each issue is resolved by our service department a report reflecting the total amount of time spent on that issue will be sent in an email along with your remaining phone support balance.
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How much time should I buy?
This depends on what you feel is best for your needs and usage; upon request a report can be emailed informing you of how much remote support you have received for any length of time and tracked by issue/call.
Thank you for your business, we are proud to be entrusted with your machinery needs.
Sincerely,
The Kval Service Team