It can be stressful keeping your office copier in perfect working order, having to worry about keeping toner stocked and all parts running optimally. Thankfully, there are dedicated copier services that will maintain and repair your copier for you. That said, understanding the ins and outs of a copier service agreement, such as its limits, perks, and benefits, is essential to ensure you get the services you need, when you need them, at a reliable price. This article will tell you what you need to know when signing up for copier services with a provider.
Copier Services in a Nutshell
A copier service is offered by many print retailers that keeps a print fleet running properly, stocked with necessary consumables, and well-maintained. The specifics of every copier service will vary, as will the monthly fee, but the basics remain the same: the supplier will keep your machines in good order and repair any breakdowns.
In addition to these basic functions, some copier services will offer additional extras. These can include preventative maintenance, toner and ink replacement, and training your staff to troubleshoot problems.
The Service Level Agreement
A common feature of all copier services is an agreement entered into by the supplier and client. It’s an important legal document that formalizes the roles and responsibilities of both parties over the period of the agreement.
Every copier service level agreement will differ, but here are some of the main areas that should be included:
- Coverage – Managing expectations is important. The agreement will stipulate which parts, services, and duties the print retailer will be responsible for. The client may also have contractual responsibilities.
- Equipment involved – The covered machines will usually be listed in detail, including their makes, models, present condition, and even serial numbers.
- Time period – Every agreement must include its duration. Usually, the agreement can be renewed after it expires, but setting an initial time limit is important.
- Additional charges – Some copier service agreements will include additional charges, such as for exceeding a print quota, additional services, or even extra callout fees. Make sure you understand and are comfortable with these before signing.
- Maintenance – In addition to repairs, some agreements will offer preventative maintenance services to keep things running smoothly. How often maintenance occurs, when it happens, and which machines are covered should be stipulated by the agreement.
- Response time and travel costs – The agreement can also stipulate the average response time for the supplier to arrive at your premises in case of emergency, including any allowances. Particular days and times may also be specified.
- Training – Some comprehensive agreements may also include training to upskill your employees in basic copier maintenance, in order to prevent them from accidentally damaging the machine through negligence. This section should include the nature and extent of any training to be provided.
- Service costs – More advanced copier models can cost more to repair, especially if parts need to be imported. Some suppliers may choose to increase their service fees annually to account for inflation. To ensure that you don’t receive an unpleasant surprise, enquire about all additional service costs before agreeing to the terms.
It’s also important to note that a copier service agreement doesn’t cover supplies like paper and staples by default. Any damage to the machine while in your hands can also incur charges. You can generally opt for insurance and related services, but that will probably cost extra.
The Many Benefits of a Copier Service
The copier service industry in particular and the global MPS industry in general are currently valued at $48.51 billion. This figure demonstrates the great demand for copier services, due to the many benefits they offer. Here are some of the major pros:
- Tech savvy – For a print supplier and its technicians, copiers and printers are their business. They’ll have industry and technical expertise that your employees most likely will not. What’s more, they’re usually on the pulse of the latest models and innovations in the industry.
- Longer copier lifespan – Equipment breakdown can be more than a temporary upset – it can drastically reduce the life of a copier. With a service level agreement in place, preventative maintenance can catch problems before they become serious, and keep all components running optimally.
- Trust – Copier services deliver reliability and peace of mind. You won’t have to worry about what to do or who to call when disaster strikes or supplies run out
- Fast response – Time is money. When a breakdown occurs, the lost productivity it causes can quickly become costly. Having a service provider on call will get things back on track quickly, saving you time and money in the process.
- Cost-saving – A copier service may seem like an unnecessary expense, but the comprehensive coverage it provides can save you money in multiple ways. A small fault is cheaper to repair than a complete copier breakdown, so the regular maintenance you’ll receive with a copier service will help to keep repair costs down.
Questions to Ask When Choosing a Service
The copier service agreement you sign will depend largely on the print supplier you contract with. But which provider should you choose? There’s plenty of material to help you decide, but here’s a quick rundown of the main factors to consider:
- Accessibility – Can the provider be reached easily and through multiple channels? Do your employees have access to online portals or apps to request assistance? Some providers offer additional FAQs and tips on their sites.
- Response – Is the average response time in line with your expectations? How does it measure up to the response time of competitors?
- Extras – What additional services and extras are included with the service? Some agreements may include a quota of supplies, while others may offer 24/7 assistance.
- Parts and expertise – A provider needs to be well-versed in your brand of copier and ideally stock replacement parts.
- Reputation – A well-established print supplier with many years of service and good reviews is generally a good indicator of the quality of their operations.
- Price – The costs will always play an important role in your decision. You get what you pay for so don’t be too thrifty, but also make sure that you’re getting value for money. Some agreements may come with additional extras that make for a fantastic deal, while others might offer services that you don’t need. It’s good practice to get several quotes and compare them before making a decision.
The Best Copier Service Partner
Ultimately, the best copier service will be the one that covers your specific needs and offers the best value and expertise for the price. If you’re in the New York, Totowa, Cherry Hill, Edison, or Ft. Washington area, that partner is Docutrend.
We have over 20 years of industry experience, not just in copiers, but the services that keep them running for years. Contact us today to discuss your needs and get a quote.