3-hour
guarantee
ASG contract clients in Bali, Lombok, and Labuan Bajo get remote help on WhatsApp first. If that doesn’t fix it, a technician arrives within 3 hours of the report.
The 3-hour guarantee at a glance
- Covers
- Contract clientsRental, Annual Service Contract, ASG Total Maintenance, and Charge Per Click
- Areas
- Bali, Lombok, Labuan BajoWithin the service area of each ASG office
- Counted from
- Your reportCounted during our business hours, including time spent on remote guidance via WhatsApp.
- Not fixed in 2 hours
- Replacement unitRental machines are replaced the same day
Updated 29 October 2026
Who is covered?
Every contract type gets the same guarantee, whether the machine belongs to ASG or to you.
Covered by the 3-hour guarantee
- RentalASG-owned machine
- Annual Service ContractYour own machine
- ASG Total MaintenanceYour own machine
- Charge Per ClickYour own machine
Not covered
- On-call repair, no contractSame day where possible, contract clients first.
No contract yet? See the service contract options for machines you own.
Where the guarantee applies
The guarantee covers the areas with a check mark. Outside them, technician visits are scheduled with the ASG team.
Bali
27 technicians
- Denpasar
- South Badung
- The Bukit
- Gianyar
- Tabanan
- Klungkung and Bangli
Scheduled visits: Karangasem, Jembrana, Buleleng.
Lombok
9 technicians
- Mataram
- West Lombok
Scheduled visits: Central Lombok, North Lombok, East Lombok, Gili Trawangan, Air, Meno.
Labuan Bajo
5 technicians
- Town center
- Beach hotel area
- Komodo Airport
Scheduled visits: Rest of West Manggarai.
What the guarantee doesn’t cover
- Damage from misuseSuch as prying the machine open or paper clips inside.
- Outside business hoursReports start counting when we next open.
- Outside the covered areasWe agree the visit time with you.
- Force majeureNatural disasters, floods, or blocked roads.
Machine acting up?
Report it on WhatsApp.
Send a WhatsApp to the hotline number on the machine sticker. Time spent on remote guidance counts toward the 3 hours.
Ask about the guaranteeWhat happens when a machine has a problem
- Message us on WhatsAppTo the hotline number on the machine sticker, with a photo of the screen or the error code.
- Remote guidanceBy chat or video call.
- Technician arrivesIf it’s still not fixed, within 3 hours of your report, with the right parts.
- Replacement unitA rented machine not fixed within 2 hours is swapped the same day.
Guarantee FAQ
All FAQsDoes the 3-hour guarantee apply to every client?
ASG's 3-hour guarantee covers contract clients only: rental, Annual Service Contract, ASG Total Maintenance, and Charge Per Click, within our Bali, Lombok, and Labuan Bajo service areas, during business hours.
When do the 3 hours start?
ASG’s 3 hours start from the time you report on WhatsApp, including any time we spend guiding you remotely, during business hours: Monday to Friday 8:30 am to 5:30 pm, Saturday 8:30 am to 12:30 pm, closed on Sundays and public holidays. Reports sent outside business hours start counting when we next open.
What if the machine isn’t fixed within 2 hours?
For rental machines, ASG swaps in a backup unit the same day so your office can keep printing.
Does it apply in Labuan Bajo?
ASG's 3-hour guarantee also covers contract clients in Labuan Bajo. ASG's technician is based at the Wae Tuak depot in Labuan Bajo.
What if the machine breaks at night, on a Sunday, or on a public holiday?
ASG takes reports on WhatsApp at any time. The 3 hours count during business hours: Monday to Friday 8:30 am to 5:30 pm, Saturday 8:30 am to 12:30 pm, closed on Sundays and public holidays.
What if the technician can’t make it at short notice?
ASG sends another technician if the scheduled one has a sudden emergency.
Questions about the guarantee? Ask us on WhatsApp.
Our team is here to help Monday to Friday, 8:30 am to 5:30 pm, and Saturday until 12:30 pm (WITA, GMT+8).