Nationwide Service and Support

Nationwide Service and Support

Via our manufacturing partners, service is delivered within
a structured pro-active model throughout the UK. Dedicated
technicians only specialise on their chosen products which
ensures in-depth knowledge, resulting in faults being
diagnosed and resolved on their first visit.

Whether Ricoh, Sharp, Utax or Toshiba, each
product is supported by that manufacturers own
technicians, which combined with manufacturer parts
and high stocking levels result in first time fix rates
of 95-100%.

Fault diagnosis is made easy by technicians connecting
their laptops or hand-held devices directly to the
product, obtaining data relating to part failure or the
exact location of misfeeds. Once parts have been
fitted, they are automatically re-ordered and dispatched
to the technician to replenish his car stock by 8am
the next morning.

Preventative Maintenance
A pro-active preventative maintenance programme
enables machines to be serviced before they
fail and so achieve uptimes of between 95% - 98%.
Engineers will carry out preventative maintenance
on a regular basis based on volumes and user
codes which are set-up within the product.

Service Response
Technicians sent to an emergency call will respond
within an average of four working hours. Once the fault
is fixed he will conduct a “Minimum Call Procedure”
checking all high mortality parts and replacing them
if worn, creating greater efficiency and productivity
for both parties.

Online Support
Online telephone support is available to resolve
simple issues quickly and efficiently, ensuring the
device is working within minutes and therefore
minimising down time.

Network support for print controllers, scanners and
fax systems is available as an option for both
telephone support or onsite comprehensive cover.

Other support packages can be offered such as:
a) Spare parts stocking at our client's site with
multi-machine placements.
b) Bespoke Service arrangements for major accounts.
c) Weekend or evening service cover available
upon request.

Reliability Guarantee
Should any product not perform to the manufacturers
standards then it would be replaced without question
for a model of equal or greater facilities. This would
happen automatically following the set escallation
procedures.