Service Agreement Terms
Unless your office relies solely on desktop printers (or outsources all its copying jobs), your service agreement is critical for a number of reasons. It stipulates not only the price, but also how fast and well the provider will react when your device requires service.
Some general terms you’ll see in your service agreement include a general statement describing exactly what the vendor agrees to provide, including service and qualified technicians; an installation timetable which should specify when the equipment is needed and how much you will be charged for technical labor if installation isn’t included in your agreement; and Termination of Contract, which explains the conditions that would lead to a termination.
In addition to the above, the service agreement should also specify:
- The mileage of provided equipment (new, reconditioned, recycled or remanufactured)
- Emergency Response Times (are penalties imposed if response time is longer?)
- How often a technician will come in to perform routine cleaning, replacement and maintenance
- The exact definition of a lemon MFP, and the conditions for replacement
- Loaner machine rights if your device is down for a pre-specified amount of time
- Quarterly Reports detailing servicing, downtime and other issues for each of your copiers or MFPs
- Key Operator Training
- Purchase Orders/Billing/Payment Terms
- Minimum uptime (e.g. at least 98% per quarter)
- Upgrades/Downgrades (detailing your right to request upgrades or downgrades and explaining conditions for doing so)
- Insurance (who will insure devices in your office against damage or theft)
- Indemnification
Remember, a service agreement is a negotiable contract, so before signing anything, read it carefully to be sure it covers as many contingencies as you can imagine.