A copier service agreement should protect your uptime, your budget, and your team’s productivity. Before you sign, use this checklist to make sure you’re comparing apples to apples — and not getting surprised by exclusions, slow response times, or expensive overages.
Quick checklist (ask these before you sign)
1) What exactly is covered (and what’s excluded)?
- Does “service” include parts and labor, or labor only?
- Are consumables included (toner, drums, developer), or billed separately?
- Are common wear items covered (rollers, fuser, transfer belt), or treated as “billable maintenance”?
- Are preventive maintenance visits included, or only break/fix calls?
2) What response time are you committing to in writing?
- Is there an SLA for emergency vs. non-emergency calls?
- What are the service hours (weekdays only, after-hours options)?
- How is “response” defined: call-back, dispatch, or technician on-site?
3) How do you handle repeat issues and escalations?
- If the same problem happens again, what’s the escalation path?
- When do you involve a senior tech or manufacturer specialist?
- Do you track first-call resolution and share service reporting?
4) How are meter reads collected and billed?
- How often are meter reads taken?
- Is monitoring automated (remote fleet monitoring), or manual?
- What happens if a meter read is missed or incorrect?
5) What’s included in the “cost per page” (CPP)?
- Is CPP different for B&W vs. color?
- Are there different color tiers based on coverage/saturation?
- Does CPP include all service + parts, or just toner?
6) What are the base volumes, overages, and true monthly minimums?
- What’s the base page allowance per month?
- What are the overage rates for B&W and color?
- Is there a minimum monthly charge even if we print less?
- If our usage is seasonal, can you reconcile over 90/180 days?
7) What happens if our volume changes?
- If we grow and exceed our base volume, how is the agreement adjusted?
- If we shrink, can the base volume be reduced?
- Is there a review cadence (quarterly/biannual) to right-size the plan?
8) What’s the contract length — and what are the exit terms?
- What’s the term (12, 36, 60 months)?
- What are the cancellation terms and fees?
- What happens if we move offices or replace the device?
9) Who owns what: service agreement vs. lease vs. supplies?
- Is the service agreement separate from the lease?
- Who is responsible for maintenance if the lease company changes?
- If we have multiple devices, can they be bundled under one plan?
10) What’s the process for service calls (and how fast can we get help)?
- How do we request service: phone, portal, email?
- What info do you need (error codes, photos, meter reads)?
- Do you offer remote diagnostics and quick fixes?
11) What training and onboarding is included?
- Do you train staff on scanning, secure print, and best practices?
- Will you set defaults (duplex, B&W) to reduce waste?
- Do you provide quick reference guides for common tasks?
12) What security features are supported?
- Can we enable PIN/badge/biometric authentication?
- Do you support secure print release?
- Can scan destinations be locked down by user/group?
Red flags to watch for
- Vague language like “standard coverage” without a written list of inclusions/exclusions
- No clear SLA (or “response” that only means a call-back)
- Overages that are dramatically higher than the base CPP
- No plan for seasonal volume swings (you pay penalties even when business is cyclical)
A simple way to compare two quotes
Create a one-page comparison and fill in:
- Monthly minimum
- Base pages included (B&W + color)
- Overage rates (B&W + color)
- Response time SLA
- What’s excluded
Don’t sign before you check us out!
Want a second opinion before you sign? Send over the quote and your approximate monthly volumes, and we’ll tell you what to clarify — and where agreements usually hide extra costs.
