Service and Support

Ongoing Service and Support 

Our Inclusive on-site support package gives you total peace of mind for maintaining your new device throughout it’s lifetime and includes all the necessary toners, consumables and high mortality parts, together with on-site servicing to ensure your machine is working for you at all times. Our cost per Mono and Colour page is based on your actual volume, so you only ever pay for what you use and dependant on volumes produced and toner coverage can be as low as 1.6p per colour page.

  • Average on-site response times of 3 Hours
  • A pro-active maintenance programme
  • Average Machine uptime of 99.4%
  • On-site first time fix rate of 93%
  • Machine replacement guarantee (following a service fault process)

After sales service and support is of the upmost importance to us to ensure that the product you have selected continues to operate to its optimum level at all times.

Delivery, Installation, Service and Consumables are only included with our fully inclusive cost per page service agreement. Please note that without this option you may be charged an additional sum.

Important: The MFD products offered on our website require specialist knowledge to install and maintain which cannot be carried out on a DIY basis. These products are offered with optional installation, service and maintenance packages at the time of purchase or as required and we strongly recommend you take advantage of these offerings. If you decide not to take advantage of these services we will conclude that you intend to make your own arrangements for the installation and on-going servicing via an authorised service agent.

A pro-active maintenance programme means your machine is serviced before it fails. Engineers will carry out routine maintenance on a regular basis based on usage and user codes set up within the machine. This combined with checking all the high mortality parts and replacing them if worn at each visit, means the machine is reliable from service to service.

Our service agreements cover the cost of all consumables, high mortality parts, labour and toner. All you will pay is a small “cost per page” charge for each print or copy you produce, which pays for the service and supplies provided. Our “cost per page” rates are highly competitive and there are no minimum volumes required, which means you only ever pay for the pages you have used.

Our customer care team will ensure that all of your requirements are met throughout the contract and will call you quarterly to make sure you are happy with your chosen product and the service we provide. For more information on the aftersales service and support we provide, please contact one of our experienced account managers on 0800 612 6952.

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