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Service & Support

SERVICE & SUPPORT

Photocopiers London - The Support You Want When You Need it

We are passionate about good service and we deliver innovative, real world solutions for all your print management needs helping you cut costs, secure your documents and reduce your environmental footprint

Support infrastructure

• UK wide service cover with offices in London, Birmingham and Manchester
• Full London coverage from four support centres
• All our engineers are manufacturer trained
• Our software support team cover Therefore, Uniflow, Safecom, eCopy and papercut
• London based telephone help desk 7am - 7pm
• All help desk staff are Microsoft MCP, MCSE, MCSA certified
• 24 hour web support
• Remote monitoring and e-maintenance
• Remote monitoring and e-maintenance provide proactive support
• Dedicated account managers to provide a single point of contact

Service covers the following

• Our London help desk opens 7am to 7pm - first line of support for you no matter what the issue
• Remote diagnostics & proactive e-maintenance monitoring allowing proactive issue management which
  can often resolve issues within 30 minutes
• Regular preventative maintenance and cleaning
• Regular management reports and advice on print fleet utilisation and proactive issue management.
  This ensures that your print devices are always at maximum efficiency.
• Loan replacement equipment within 24 hours when required

What this means for you

• Industry leading response times and first time fix rates
• Average response times under 3 hours (under 2 hours within Central London)
• 94% first fix rate and 97% uptime across your printer fleet
• No call routing - a real person will always answer your call
• A 'can do' attitude in doing everything can to serve our customers
• Real people doing a real job, delivering real customer service

The Control You Want

Our managed print web portal is a powerful tool, it is a cloud based service you receive free. Designed to help you manage your printing it provides one centralised place you can go for answers to key print related questions and support issues such as:

• Supplies ordering—an easy way to order supplies just when they’re needed and to track status of orders
• Printer usage—accurate page and colour usage data, which helps you better control costs
• Real-time pages-per-printer data—instant feedback on which printers get the most use
• Online and phone support—centralised place to enter service requests
• Control over your copiers — access to detailed information about each managed print device

Automatic Meter Reading and Supplies Replenishment

Our managed print web portal eliminates the time and effort required to provide meter readings, manage service calls and order ink/toner.

The suite of remote services includes:

Automatic Meter Reading

Automatic Supplies Replenishment

Automatic Fault Alerts / Call Booking

All copier/printer faults are emailed to us without your involvement, faults can be resolved before you know there is a problem.