"You Ask. We Answer." Blog

The short answer is this: Labor, Parts, and Supplies… everything but the paper (and staples). But let’s expand on that just a bit.

After establishing the right copier/printer solution for a potential customer, the conversation typically leads to the accompanying service agreement. At this point, we get this question quite regularly… “So, what’s included?”

It’s a great question.

A copier service agreement from a reputable partner, not unlike a well-structured insurance policy, is designed to give you peace of mind. From enhanced operability of your equipment, streamlined budgeting, and reduced downtime, generally, a service contract is a necessary endeavor. Still, it’s only fair to know for certain what’s included.

The short answer is this: Labor, Parts, and Supplies… everything but the paper (and staples). But let’s expand on that just a bit.

1. Labor.

From installation, onboarding/training, to issues you may incur with your machine throughout the term of your lease, the labor involved is part of the agreement. It’s important to note that connectivity issues (network-related problems associated with your device) may not be included, or could be added to the existing agreement.  Don’t hesitate to ask about connectivity support.

In addition, a preventative maintenance program can and SHOULD be part of your service agreement. This basically states that a technician will be at your site approximately every 90 days or so to go over the machine, replace parts that are running long in lifespan, clean it, and ultimately try to prevent downtime before it exists.

2. Parts.

The normal wear and tear of your copier or printer virtually guarantee that parts will need to be replaced.  This is a key inclusion when you consider that a simple fuser can run up to $1000, which may be close to the total annual cost of your service agreement. 

3. Supplies.

Traditionally, most service agreements include all the consumables (i.e. ink and toner) and waste toner bottles that must be replaced on a regular basis. Be sure to ask before signing, though, because that is not always the case today.   Additionally, ask if your service provider deploys remote monitoring tools to fire off a low toner alert and proactively deliver such before you’re down. Lastly, is next-day delivery of supplies guaranteed? 

In an effort to cut their monthly service bill, some organizations will elect to purchase their own consumables. Do some math and consult with your account representative to see if this makes sense. This scenario is often the exception, not the rule.

So, What About Guarantees? Are they Written Down? 

What sort of written guarantees are etched into your service agreement, in the scenario where you're not happy with equipment performance? Guaranteeing your total satisfaction is a huge boon to your peace of mind when you sign on the dotted line.

So, What's NOT Included in a Copier Service Agreement?

As mentioned above, generally, paper, staples, and connectivity-related matters are not included. Be sure to ask about after-hours service details. While generally, this comes at an additional cost, some service providers don't offer it at all. Which, depending on your organization's work-hour structure, COULD put you in a considerable bind. 

What's even better than a well-structured copier service agreement? Copier service that's worth raving about. Datamax has earned Canon ATSP's Advanced Level Service Recognition for 16 straight years, with the Response + Resolution + First Call Completion metrics to back up our service reputation. Want to learn more about what YOU should expect from a copier service experience? Check out our eBook!