Our Services FAQs

1. What is your diagnostic or call-out fee, and what are your payment requirements?

 

For Preferred Customers who have purchased their printer or are purchasing their printer supplies from us our on-site flat rate diagnostics and repair service is $149.00 + HST, excluding any required parts.

 

For all other customers, the flat-rate charge is $199.00 + HST.

 

This is the minimum charge for an on-site visit. If a return visit is necessary because parts need to be ordered, there is no additional labour charge for the second visit; the only additional cost would be for the parts themselves.

 

Please call for a quote for plotter repair services.

 

Our flat-rate service fee applies to on-site service performed within the Greater Halifax Regional Municipality (HRM). Service requests outside the HRM may incur additional travel charges. Please contact us for a quote for service outside the HRM.

 

Customers without an established account in good standing are required to provide a valid Visa or MasterCard prior to the dispatch of a technician. The card will be pre-authorized for the flat-rate service charge.

 

Pre-authorization is not a charge. No funds are transferred or processed at the time of booking. It simply verifies that the card is valid and that sufficient funds are available. No payment is processed until the repair has been completed and an invoice has been issued.

 

Service appointments for customers who do not have an established account in good standing cannot be confirmed without this authorization.

 

Ask how you can receive our services at no labour charge when you purchase your printers and supplies from us.

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2. Do you offer on-site repair services?

 

Yes. All service work is performed on-site at the customer’s location, typically on the next business day whenever possible.

 

Please note: We do not offer in-shop service.

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3. Do you provide a warranty or guarantee on parts and labour?

 

Yes.

• 30 days on labour

• 90 days on parts ​
   

4. Do you offer service contracts or Managed Print Services (MPS)?

 

Yes. We provide flexible equipment, supply and support arrangements based on how each business uses its printers. These services include many of the same functions now commonly described as managed print, including equipment monitoring, supply replenishment, maintenance and local support. Modern printer technology allows us to automate many of these functions without requiring complicated enterprise contracts, complex portals or restrictive cost-per-copy billing.

 

For customers participating in our supply-supported service program, ongoing technical support, proactive maintenance assistance, and enhanced on-site service coverage are provided when original manufacturer toner and consumable supplies are purchased through us.

 

We also offer standalone time-and-material service for businesses that prefer to manage supplies independently.

 

Please contact us for details about the support options available for your equipment and printing environment.

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5. How does routine maintenance extend the lifespan of my equipment?

 

Like any mechanical equipment, printers require routine inspection and maintenance to maximize lifespan and maintain reliable operation.

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Our routine inspection and maintenance service focuses on the assemblies and components most commonly responsible for service issues and downtime, including:

• Document feed systems

• Paper feed systems

• Optical scanning systems

• Image formation systems

• Fusing systems

 

These areas experience the greatest wear and are frequently the source of jams, misfeeds, image quality issues, and unexpected failures.

 

By regularly inspecting and servicing these components, we can identify developing problems early and address them proactively before they result in malfunctions or unplanned downtime.

 

This preventative approach improves day-to-day reliability and extends the overall service life of your equipment.

 

As an added value, customers who purchase their toner exclusively from us can receive free on-site emergency repair and general maintenance services (excluding parts), helping minimize disruptions and control long-term service costs.

 

6. Which printer brands and models do you service?

 

We hold PDI+ certification, a non-vendor-specific certification validating our competency in the repair and maintenance of printers and multi-function printing devices.

 

We service most major brand makes and models of laser printing products, including:

• Brother

• Canon

• HP

• Lexmark

• Xerox

 

We do not service inkjet printers, with the exception of:

• Wide-format inkjet plotters

• Select Brother INKvestment Tank models

 

7. Should I repair or replace my printer?

 

We provide an honest professional recommendation after considering:

• The printer’s age

• Page count

• Estimated cost of repair

 

As a general rule of thumb, when the cost of repair approaches or exceeds 50% of the printer’s value, and/or the printer has reached or surpassed its recommended service life, we typically recommend replacement rather than repair.

 

If a customer requests an on-site service visit but decides not to proceed with the repair and instead purchases a replacement printer from us, the service call charge will be applied as the basic installation charge for the replacement device.

 

​​Printer Maintenance & Repair - Scope of Services
(effective January 1, 2026, last updated July 26, 2026)

 

We specialize exclusively in maintaining and repairing office printer hardware. Our focus is simple: keeping your printers operating reliably, efficiently, and with minimal downtime.

 

Rather than functioning as a full managed IT provider, we concentrate specifically on the mechanical and electronic systems inside the printer itself. This specialized approach allows us to deliver faster response times, expert service, and more affordable support for small businesses.

What’s Included

 

Our printer maintenance and repair services may include:

• Printer setup, installation, and basic configuration

• Routine servicing, preventative maintenance, inspections, and firmware updates

• On-site emergency repairs for mechanical or electronic component failures

• Replacement of parts as required

 

After any installation, maintenance, or repair, our technicians verify that the printer can perform its intended core functions which depending on the repair performed may include; printing, copying, scanning, and faxing using the printer’s built-in controls and diagnostics.

Our Area of Specialization

 

We believe businesses are best served when printer support and IT support are handled by specialists in their respective fields.

 

Our expertise is office imaging equipment. The physical printer hardware itself. By focusing exclusively on printers, we can provide highly effective and cost-efficient service without the overhead of broad, all-inclusive IT contracts.

 

Small businesses often do not require full-time IT support, but they do need fast, knowledgeable service when a printer stops working. That is exactly the service we provide.

 

IT & Network Services

 

Because our focus is printer hardware, broader IT infrastructure and network management remain the responsibility of the customer or their IT provider.

 

These areas may include:

• Network setup, configuration, and security

• Router or switch configuration and management

• Cybersecurity services or monitoring

• Server, workstation, or operating system support

• Print server management

• Ongoing printer driver administration and advanced configuration

 

Printer Drivers & Workstations

 

During the initial installation only, our technicians may install a printer driver on a customer workstation, where administrative access is available, solely for the purpose of verifying basic printer functionality, such as printing a test page or scanning a document.

 

After this initial verification, printer drivers, computers, servers, permissions, software integrations, updates, and related cybersecurity considerations are considered part of the customer’s IT environment and should be managed by the customer’s IT support provider.

 

Troubleshooting & IT-Related Issues

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If a printing-related issue occurs, we will make reasonable efforts to determine whether the problem originates from the printer hardware or from the surrounding IT environment.

 

Where the issue is determined to involve the customer’s network, server, workstation, cloud platform, software, or other IT infrastructure, we will communicate our findings and recommend appropriate IT support where necessary.

 

If requested, we are happy to recommend a third-party IT or network service provider. Any such engagement is arranged directly between the customer and the provider and is at the customer’s expense.

 

In Simple Terms

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We repair and maintain printers.

 

Our technicians service the mechanical and electronic components inside the printer itself. We do not provide ongoing IT management, computer repair, cybersecurity services, or network administration.

 

That specialization is intentional. By focusing exclusively on office imaging equipment, we provide better, faster, and more affordable printer support while allowing IT professionals to manage the broader technology environment they are trained to support.

 

Unless otherwise agreed to in writing, printer repair and maintenance services apply only to the printer hardware itself and do not include computers, operating systems, servers, networks, cloud services, software environments, or other IT infrastructure.

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​​​Basic Business Printer Installation - Scope of Service

(effective January 1, 2026, last updated July 26, 2026)

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This section is intended to help customers understand what is included in a basic business printer installation and to help identify any additional technical or environment-specific requirements that may need to be planned for in advance.

 

For clarity, “Basic Installation” refers only to the services specifically identified under “Included in a Basic Installation.”

 

Most business printer installations are straightforward and require only basic deployment services. However, some business environments, network configurations, security settings, software systems, cloud services, or workflow requirements may require additional configuration, coordination, or technical support beyond the scope of a basic installation.

 

The purpose of this overview is not to suggest that all additional services will apply to every customer. Rather, it is intended to help customers consider any technical, workflow, deployment, or connectivity requirements that may need to be planned for in advance in order to help ensure a smooth installation experience and avoid unexpected delays or complications during deployment.

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Included in a Basic Installation

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A basic installation and setup typically includes:

• Delivery of equipment to the installation location

• Physical setup of the printer or multifunction device

• Connection of the MFP to a customer-provided, functioning local network using DHCP or, when requested, a private static IP address supplied or approved by the customer or its IT support provider.

• Installation of the OEM printer driver directly on one individual end-user workstation, provided the workstation is accessible and the customer supplies any required local administrator authorization. This includes basic printing and locally initiated scanning verification, where applicable. OEM driver installation on additional individual end-user workstations or mobile and personal devices including phones, tablets, AirPrint, Mopria and BYOD environments must be completed by the customer or its IT support provider.

• When expressly requested, basic scan-to-email setup using an unauthenticated SMTP configuration may be performed where such a configuration is available and authorized by the customer’s email service provider or IT support provider, subject to our separate Scan-to-Email Setup – Scope of Service. The customer, its email service provider or IT support provider is responsible for supplying the complete, current and approved email settings required by the MFP. Configurations involving authentication, Microsoft 365 Exchange Online or other email-system or security requirements may require involvement from the customer’s IT support provider or email administrator.

• Installation of available OEM firmware updates when they can be completed through the manufacturer’s standard update process without changes to the customer’s network or security settings, and confirmation that the device is functioning properly at the time of installation.

• ​Review of the MFP’s administrator password settings and, when expressly requested, changing the device administrator password. The customer is responsible for recording, retaining and controlling access to the new password.

• Brief end-user familiarization with routine device operation, including paper loading, toner replacement, access doors, basic jam-clearing procedures, and routine end-user maintenance functions

 

IT Infrastructure and Server Services

 

The Fax & Printer Guy Inc. does not access, configure, modify, administer or troubleshoot routers, firewalls, switches, servers, wireless access points or other network infrastructure.

 

We do not configure port forwarding, DMZ access, VPNs, VLANs, public IP addresses, DHCP or DNS servers, wireless security, network-security policies or server-based print services.

 

Driver installation is limited to direct installation on an individual end-user workstation. We do not install software on or configure print servers, domain controllers, Remote Desktop or terminal servers, virtual desktop environments, or centralized device-management platforms. We do not deploy drivers through Group Policy or create server-based print queues.

 

If installation requires server access, centralized deployment, network changes, administrative policy changes or infrastructure troubleshooting, the work must be completed by the customer’s IT support provider.

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Additional Technical & Environment Requirements

 

Every business environment is different. Some customers may require additional configuration, deployment, troubleshooting, software integration, mobile device setup, scanning workflows, cloud integration, user setup, or other technical services beyond the scope of a basic installation.

Additional device-level configuration beyond the services included above may be arranged separately. Any work requiring access to or changes within the customer’s IT environment or infrastructure must be completed by the customer’s IT support provider.

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In many cases, these requirements relate more to the customer’s existing IT environment, network infrastructure, software systems, security policies, or internal workflows than to the printer installation itself.

 

Customers may choose to:

• utilize their existing internal IT personnel or service provider

• engage a third-party IT provider of their choosing

• or request a recommendation for a local IT provider

 

Where IT involvement is required, The Fax & Printer Guy Inc. can provide the customer’s IT provider with the MFP model, local IP address and location of relevant device configuration settings. We do not direct, perform or approve changes to the customer’s network, servers, security policies or email systems.

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In some cases, customers may request advanced device configuration or user-access management features such as color restrictions, function locks, secure print settings, user authentication, departmental access controls, scan destination setup, or similar workflow and security-related configurations. Depending on the customer environment and operational requirements, these types of configurations may require additional setup time, coordination, or IT involvement beyond the scope of a basic installation.

 

Additional device-level services may be available from The Fax & Printer Guy Inc. at our standard rate of $149 per hour when agreed in advance. Requirements involving network infrastructure, servers, authenticated email or cloud platforms, security policies, Active Directory or third-party systems must be completed by the customer’s IT support provider.

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Examples of additional technical or deployment requirements include:

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• advanced network or server configuration

• Microsoft 365 Exchange Online, authenticated email services, or cloud-platform integration

• authenticated or advanced scan-to-email configuration, scan-to-network-folder setup, or advanced scan workflow configuration

• deployment across multiple computers or user devices

• mobile and personal device printing configuration (including phones, tablets, AirPrint, Mopria, and BYOD environments)

• firewall, VPN, wireless, or network troubleshooting

• Active Directory integration

• third-party software configuration or support

• device-specific workflow, security, user-access, or function-control configuration

• end-user training or onboarding assistance

• after-hours installation or deployment services

• relocation or reinstallation of equipment

 

Does printer installation include cybersecurity setup or security hardening?

Unless specifically included in a written quote or service agreement, the sale, delivery, installation, basic configuration, or network connection of a printer does not include a cybersecurity assessment, security hardening, network-security design, ongoing firmware or security updates, access monitoring, or cybersecurity support.

 

Customers are responsible for determining their security requirements and for engaging their qualified IT or cybersecurity provider to configure, maintain, update, and monitor their printers and network. The Fax & Printer Guy Inc. is responsible only for the specific services described in the applicable written scope of work. Nothing in this statement limits any responsibility that cannot legally be excluded.

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The purpose of this overview is simply to help identify and plan for any additional technical requirements in advance so that installation and deployment can proceed as smoothly as possible.

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Scan-to-Email Setup - Scope of Service
(effective January 1, 2026, last updated August 12, 2026)

 

Purpose

 

The Fax & Printer Guy can assist customers with setting up the scan-to-email function on their new or existing Brother multifunction printer (MFP).

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Scan-to-email is an optional function and will be configured only at the customer’s express request. The customer is responsible for deciding whether scan-to-email is suitable for its business activities and the information it intends to transmit.

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The Fax & Printer Guy provides support for the Brother MFP side of scan-to-email configuration. The customer, their email service provider, email administrator or IT support provider is responsible for determining how the customer’s email system is configured and for supplying or entering the email settings required by the MFP.

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Where complete, current and approved email settings are supplied to us, The Fax & Printer Guy may enter those settings into the MFP and perform a test as part of the installation or service visit.

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Our scan-to-email service does not include designing, administering, modifying or troubleshooting the customer’s email service, Microsoft 365 environment, Google Workspace environment, network, authentication system or other IT infrastructure.

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By requesting or authorizing scan-to-email configuration, the customer agrees to the responsibilities and limitations described in this Scope of Service.

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Scan-to-Email Assistance Included

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The Fax & Printer Guy can assist with the MFP portion of scan-to-email setup by:

• Accessing the MFP’s web-based management page.

• Showing the customer or their IT provider where the email and SMTP settings are located.

• Providing the MFP’s IP address and other device information reasonably required by the customer’s IT provider.

• Entering complete email settings supplied and approved by the customer, their email service provider or IT support provider, when requested.

• Configuring the sender name and sender email address when that information has been approved or supplied by the customer or their IT provider.

• Performing a test scan after configuration.

• Demonstrating how to use the scan-to-email function.

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The type of email service used by the customer does not determine whether the Brother MFP is capable of scan-to-email. However, different email services may have different server, port, authentication, encryption, account and security requirements.

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The customer or their IT/email administrator is responsible for determining which configuration is appropriate for their environment.

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Customer Requirements

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The customer is responsible for either:

• Having their IT support provider or email administrator configure the email settings on the MFP; or

• Providing The Fax & Printer Guy with complete, current and approved settings for us to enter.

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Depending on the customer’s email system, the required information may include:

• SMTP server address.

• SMTP port.

• Sender email address.

• Authentication method.

• Username or account information.

• Password or other authorization information.

• SSL/TLS or other encryption requirements.

• Certificate information, where applicable.

• Any other information required by the customer’s email service provider or IT environment.

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If the customer does not know the required settings, they must obtain them from their email service provider, email administrator or IT support provider.

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The Fax & Printer Guy is not responsible for discovering unknown email settings, usernames or passwords, selecting the appropriate email-delivery method, or determining how the customer’s email system has been configured.

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Customer-Supplied Email Settings

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Where the customer, their email provider or their IT support provider supplies complete settings that are represented as suitable for use with the MFP, The Fax & Printer Guy may enter those settings into the MFP as a convenience to the customer.

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Entering customer-supplied settings does not mean that The Fax & Printer Guy has selected, designed, approved or certified the customer’s email configuration.

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The customer or their IT provider remains responsible for the accuracy and suitability of the settings supplied.

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Where passwords, Microsoft sign-in authorization, OAuth authorization, multifactor authentication or other sensitive credentials or approvals are required, the customer or their IT provider may be asked to enter or authorize those credentials directly.

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If supplied settings do not work, The Fax & Printer Guy may verify that the information provided has been entered correctly into the MFP.

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Troubleshooting the email service, account, authentication system, security configuration, network, firewall, DNS, relay permissions or other IT infrastructure remains the responsibility of the customer’s IT support provider, email administrator or email service provider.

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Microsoft 365 Exchange Online

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The method used to connect an MFP to Microsoft 365 Exchange Online must be selected, configured and supported by the customer’s Microsoft 365 administrator or IT support provider.

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Depending on the configuration selected by the customer’s administrator, Microsoft 365 scan-to-email may involve items such as:

• Exchange Online mail-flow settings.

• SMTP authentication.

• Modern Authentication or OAuth authorization.

• Microsoft 365 user or mailbox accounts.

• Connectors or authorized IP addresses.

• Microsoft Entra security policies.

• Multifactor authentication or Conditional Access policies.

• Encryption or certificate requirements.

• Other tenant-level security or administrative settings.

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The Fax & Printer Guy does not administer Microsoft 365 environments, create or license Microsoft 365 mailboxes, configure Exchange Online connectors, select Microsoft mail-flow methods, change Microsoft Entra settings or modify Microsoft 365 security policies.

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We will provide the customer’s IT provider with access to, or instructions for locating, the applicable settings within the Brother MFP.

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Where the customer’s IT provider supplies complete settings for entry, The Fax & Printer Guy may enter those settings into the MFP. The customer’s Microsoft 365 administrator or IT support provider remains responsible for the Microsoft 365 environment and for troubleshooting any Microsoft 365, authentication, account, security or mail-flow problems.

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Other Hosted Email Services

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The same division of responsibility applies when the customer uses another hosted email service, including Google Workspace, an internet service provider, a web-hosting provider, a third-party SMTP service or another hosted or private email system.

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The customer, their email provider or their IT support provider is responsible for determining:

• The correct outgoing email server.

• The required port.

• Whether authentication is required.

• The required account or credentials.

• Encryption requirements.

• Relay permissions.

• Sender-address requirements.

• Any other security or configuration requirements.

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The Fax & Printer Guy will not select or configure the customer’s email service itself.

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Services Outside Our Scope

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Unless separately agreed to in writing, our scan-to-email service does not include:

• Discovering unknown SMTP or email-server settings.

• Discovering or recovering usernames or passwords.

• Creating or administering email accounts.

• Resetting email passwords.

• Creating or licensing Microsoft 365 accounts or mailboxes.

• Configuring or administering Microsoft 365, Exchange Online, Google Workspace or another hosted email system.

• Selecting which SMTP, relay, Microsoft 365 or other email-delivery method the customer should use.

• Determining, creating, administering or troubleshooting authenticated SMTP or other email services.

• Configuring Exchange Online connectors or mail-flow rules.

• Configuring Microsoft Entra, OAuth, multifactor authentication or Conditional Access policies.

• Changing firewall, router, DNS or internet-provider settings.

• Creating or modifying network or email security policies.

• Troubleshooting email servers, authentication systems or email-delivery problems.

• Troubleshooting third-party SMTP or relay services.

• Providing continuing administration of the customer’s email system.

• Guaranteeing delivery after an email has been accepted by the configured email service.

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These responsibilities remain with the customer, their IT support provider, email administrator, internet provider or email service provider.

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Security and Privacy Responsibilities

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The security of scan-to-email depends on the email service, authentication, encryption and network configuration selected by the customer or their service provider.

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The customer and their IT support provider or email administrator are responsible for determining whether the selected email service and configuration meet the customer’s security, privacy, confidentiality and regulatory requirements.

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The Fax & Printer Guy does not evaluate, certify or guarantee the security of the customer’s email service or IT environment.

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We are not responsible for selecting the customer’s security policies, authentication requirements, encryption standards or regulatory-compliance measures.

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The Fax & Printer Guy will not create or recommend an unrestricted open SMTP relay.

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By requesting configuration using settings supplied by the customer, their email provider or their IT provider, the customer confirms that the email service is authorized for use and acceptable for the type of information being transmitted.

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Completion of Setup

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Where complete email settings are supplied to The Fax & Printer Guy for entry, scan-to-email configuration is considered complete when those settings have been entered into the MFP and the configured email service has accepted a test message from the MFP.

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Acceptance of a message by the configured email service does not guarantee final delivery to the recipient.

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If the settings supplied to us are incomplete, unavailable or unsuccessful, the customer must involve their email service provider, email administrator or IT support provider.

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The Fax & Printer Guy may verify that supplied settings were entered correctly into the MFP, but we are not responsible for diagnosing why the customer’s email service, authentication system, network or security environment does not accept or deliver the message.

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Where the customer or their IT provider is responsible for entering or completing the email configuration, installation of the MFP is not considered incomplete merely because scan-to-email is awaiting configuration or troubleshooting by the customer or their IT provider.

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Once the customer or their IT provider has completed the required email configuration, The Fax & Printer Guy can demonstrate normal use of the scan-to-email function.

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Our Service Boundary

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Our role is to install, configure and support the Brother MFP and to show where its scan-to-email settings are located.

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The customer, their email service provider or their IT support provider is responsible for determining and supporting the email configuration required by the customer’s organization.

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Where complete, approved settings are supplied to us, we may enter those settings into the MFP and perform a test.

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Administration and troubleshooting of the customer’s email service, accounts, authentication, security, network and other IT infrastructure remain outside the scope of our standard MFP installation and support services.

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Authorization and Acceptance

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By authorizing The Fax & Printer Guy to configure or assist with scan-to-email, the customer confirms that they have read and accepted this Scope of Service.

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The customer authorizes the use of email settings they or their authorized service provider have supplied and accepts responsibility for the suitability of the selected email service and configuration.

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The customer understands that The Fax & Printer Guy’s involvement in entering or testing supplied settings does not mean that we have designed, approved, certified or assumed responsibility for the customer’s email or IT environment.

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A successful test confirms only that the MFP was able to submit a message using the configured email service at the time of testing. It does not guarantee future operation, final delivery, encryption, security, regulatory compliance or protection against interception or unauthorized access.

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