KB184737017: Digital Front End - How to get support

Question

How do I get support for my Digital Front End (DFE) software developed by Esko which is distributed with my digital press?

Answer

Please request the assistance from the digital press vendor who supplies and supports the DFE for your press.

More Information

The Esko DFE is a turnkey software solution to drive digital presses, developed by Esko. The DFE contains a RIP, Color Management and a number of other functions.

Esko does not directly sell the DFE to end customers or provide direct first line support for the DFE. Esko supplies the DFE to a number of digital press vendors, who deliver the DFE to end customers along with a digital press. The press vendor provides installation, training and first line support for the DFE.

Esko cannot provide end customer support for the DFE because:

There are many types of DFEs supplied. DFE configuration and workflow may vary depending on the press to be driven.
The press vendor may need to install additional software or systems along with the DFE, to correctly drive the specific press. Esko is not trained to use such software or systems.
To avoid any miscommunication and to provide the best customer service, Esko has agreed with its OEM partners that all support issues must be reported via the OEM partner (press vendor). If required, the press vendor themselves will escalate the issue to Esko.

Due to these factors, customers must report any issues directly to the vendor of the digital press. This will ensure the most efficient, up to date and accurate support. Esko Customer Support are not able to accept issues regarding the DFE.

Article information
Applies to	Esko DFE all versions DURST DFE, Epson DFE, HP SmartStream L&P Production Server powered by Esko
Created	22-Feb-17
Last revised
Author	DH
Case Number	00827551

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