Hardware Maintenance

Focus on your business, not on your printers

High printer availability contributes to high return on investment and employee productivity. Lack of proper printer maintenance can cause downtime, which may lead to missed deadlines, delayed decisions and unhappy customers. Printer maintenance services are available worldwide for workgroup, industrial, cutsheet and production printers.


Highlights

  • Standard or custom service plans allow you to address specific business requirements. With many service plans to chose from, we can meet your support requirements.
  • Service personnel are trained specifically on our printers, and they are backed by product engineering support.
  • Proven maintenance management methods can increase printer availability and maintain consistent standards worldwide.
  • Certain printers include customer replaceable units (CRUs) or trained customer replaceable units (TCRUs), which allow you to resolve issues, thereby improving your uptime.
  • A portfolio of ‘beyond maintenance’ services help you manage your print environment from installation through disposal.
  • Maintenance Agreement Qualification Process (MAQ)
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Availability

Service availability may vary by machine type and region/country. For available offerings in your area, please contact your Sales Representative.

One size or type does not fit all when it comes to maintenance. We offer a variety of agreements that provide flexibility and predictability.


Direct

A contract between us and a customer that can be prepaid or billed monthly, quarterly or annually.

Solutions Partner Contract

A contract that can be prepaid or billed monthly, quarterly or annually.

Support Services

Services that go beyond traditional maintenance.
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Availability

Service availability may vary by machine type and region/country. For available offerings in your area, please contact your Sales Representative.

Periodically, we terminates the maintenance services for select printers through a process called end of service (EOS). Customers with printers that are under a current maintenance contract will be notified that a printer will be taken EOS, with notification sent up to 18 months in advance (minimum of 90 days). If you have printers that require maintenance beyond the EOS date, please contact your local maintenance representative.

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Availability

Service availability may vary by machine type and region/country. For available offerings in your area, please contact your Sales Representative.

Should you have a printer problem, our maintenance support center may be able to resolve it over the telephone. When problems cannot be resolved remotely, they are addressed according to the level of coverage you have. Types of coverage vary by machine type and country.


Standard Coverage

  • On-site
    Our service technician is dispatched to your location to repair the problematic printer.
  • Advance Exchange
    A replacement printer is exchanged for the failing printer, usually by the next business day.
  • Depot Repair
    You send the failing printer to our repair center, where it is repaired and returned to you.
  • 5X9 Next Business Day Response
    Next Business Day response is delivered between the hours of 8:00 a.m. and 5:00 p.m., local time, Monday through Friday, excluding RPPS holidays. For customers selecting this coverage plan, a Customer Support Specialist (CSS) will contact the customer, on average, within one hour of receipt of the customers service request for those requests received by the CSS during the contracted hours of coverage. Service requests received by the CSS outside of the contracted hours will be responded to the next business day. On site service may be scheduled and coordinated with the customer to be delivered at a mutually agreeable time within the contracted hours of coverage.
  • 7x24 Same Day Response
    When round-the-clock onsite service is required, the customer can expect a call from a service technician within 1 hour. If onsite service is required, a service technician will be scheduled to arrive at the customer site within 24 hours of receiving the call, but can typically arrive within two to four hours of the initial call.


Offering Options

  1. Multi-Click Maintenance
    The standard maintenance for cutsheet printers includes toner and certain consumables as part of the agreement. we manage your supplies.
  2. Supplies, Usage, Maintenance (SUM)
    A continuous form printer offering that includes supplies, usage and maintenance on one invoice. The developer mix and toner are included in the usage rate. We manage your supplies.
  3. Mutual Interest Maintenance (MIM)
    Our Customer Support Specialists train your qualified technicians to perform routine preventative maintenance and certain corrective maintenance activities. This approach can minimize downtime.
  4. Volume Commitment Plan
    This offering allows you to choose the volume level that you expect to print each month. The higher the volume commitment level, the lower the click rate. This offering is usage based and prepaid annually. Your maintenance (not overage usage) is price protected.
  5. Volume Commitment Plan with Pooling
    The usage charges for multiple, same-type, same-service-level cutsheet printers at a particular location can be ‘pooled’ for cumulative billing. You can spread your print volume across multiple machines.
  6. Customized Solution
    We will work with you to put together a service solution that meets your needs.
  7. Single Click
    Cutsheet printer meters are set to count one click per page, regardless of the paper size. Customers who print more than 35 percent A3 paper should consider the single click option.
  8. Double Click
    Cutsheet printer meters count one page for A4 (letter size paper) and counts two pages for A3 (larger paper).
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Customer Services

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Additional Resources

Availability

Service availability may vary by machine type and region/country. For available offerings in your area, please contact your Sales Representative.

We go beyond traditional printer maintenance services – another way to help you keep costs low by working with a single vendor. If you don’t see what you need in the list of support services described below, talk to us about a custom arrangement.

  • Equipment Installation and Discontinuance
  • Equipment Relocation and Rearrangement
  • Service Qualification Inspection
  • Key Operator Support
  • On-site and Standby Coverage
  • Customer Technical Training
  • Hourly Multi-service Support
  • Surplus Equipment Disposal
  • Total Site Management
  • Supplies Management
  • Pre-Post and OEM Equipment Maintenance
  • MICR Product Maintenance
  • Maintenance Agreement Qualification Process (MAQ)
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Customer Services

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Additional Resources

Availability

Service availability may vary by machine type and region/country. For available offerings in your area, please contact your Sales Representative.