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 has requested an on-site service visit but chooses not to proceed with the repair and instead purchases a replacement printer from us, the value of the original service call will be applied toward delivery and installation services for the new 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 through a provider-authorized port 25 SMTP relay that does not require username-and-password authentication is included, subject to our separate Scan-to-Email Setup – Scope of Service. Authenticated SMTP, ports other than port 25, Microsoft 365 Exchange Online and other advanced email configurations must be completed by 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 July 26, 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.

 

Our basic service covers straightforward SMTP relay using port 25 without username-and-password authentication. It does not include administering or troubleshooting the customer’s email service, network, Microsoft 365 account or other hosted email system.

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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.

 

Basic Scan-to-Email Setup Included

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We can configure scan-to-email when the customer has access to an SMTP relay that:

• Uses port 25.

• Does not require a username and password.

• Is authorized for use from the customer’s internet connection or network.

• Is compatible with the MFP.

 

When these conditions are met, we will:

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

• Enter the SMTP server information supplied by the customer or their IT service provider.

• Configure the sender’s name and email address.

• Send a test scan to confirm that the MFP can submit an email.

• Demonstrate the basic scan-to-email function.

 

An SMTP relay may be available through the customer’s internet service provider, such as Bell or Eastlink. Availability, configuration requirements and any associated fees are determined by the provider.

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Alternatively, a third-party service such as SMTP2GO may be used. This service may be free or require a paid subscription and must be arranged and configured by the customer or their IT service provider.

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Customer Requirements

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The customer is responsible for providing:

• The correct SMTP server address.

• Confirmation that port 25 is available.

• An approved sender email address.

• Confirmation that the SMTP relay does not require authentication.

• Any other information required by the internet or email provider.

 

If the customer does not know this information, they must obtain it from their internet provider, email administrator or IT support provider before setup can be completed.

 

The Fax & Printer Guy is not responsible for discovering unknown email settings or determining how the customer’s email system has been configured.

 

Authenticated SMTP and Other Ports

 

If the customer’s email service requires any of the following, setup and configuration must be completed by the customer’s IT support provider or email administrator:

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• A username and password.

• Authenticated SMTP.

• SSL, TLS or another email-security configuration.

• A port other than port 25, including ports 465, 587 or 2525.

• Creation or configuration of a dedicated email account.

• Changes to the customer’s email, network or security settings.

 

For these installations, The Fax & Printer Guy will provide instructions showing the customer or their IT provider where the SMTP settings are located within the MFP’s web-based management page.

 

The customer’s IT provider or email administrator will be responsible for determining, entering, testing and troubleshooting the required SMTP server, port, encryption, authentication and account information.

 

Microsoft 365 Exchange Online

 

Scan-to-email through Microsoft 365 Exchange Online must be configured by the customer’s Microsoft 365 administrator or IT support provider.

 

Microsoft 365 configuration may require changes to:

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• Exchange Online mail-flow settings.

• SMTP authentication.

• Microsoft 365 user or mailbox accounts.

• Connectors or authorized IP addresses.

• Microsoft Entra security policies.

• Multifactor authentication or conditional-access policies.

• Other tenant-level security and administrative settings.

 

The Fax & Printer Guy does not administer Microsoft 365 accounts, create or license mailboxes, configure Exchange Online connectors, or change Microsoft 365 security policies.

 

We will show the customer’s IT provider where the required SMTP information can be entered on the MFP. The IT provider will remain responsible for the complete Microsoft 365 and email configuration.

 

Services Outside Our Scope

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Our scan-to-email service does not include:

• Discovering unknown SMTP settings, usernames or passwords.

• Creating or administering email accounts.

• Resetting email passwords.

• Configuring Microsoft 365, Exchange Online or Google Workspace.

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

• Configuring authenticated SMTP services.

• Troubleshooting email servers, authentication or email delivery.

• Changing the customer’s email or network security policies.

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

• Guaranteeing delivery after an email has been submitted by the MFP.

 

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

 

Security and Privacy Responsibilities

 

The security of scan-to-email depends on the SMTP service, encryption, authentication and network configuration selected by the customer or their service provider. The use of port 25 does not guarantee that scanned documents will be encrypted during transmission.

 

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

 

The Fax & Printer Guy does not evaluate, certify or guarantee the security of the customer’s email service. We are not responsible for the absence of encryption, interception, unauthorized access, disclosure or loss of information resulting from the SMTP service or settings selected and supplied by the customer, their internet provider, email administrator or IT support provider.

 

The Fax & Printer Guy will not create or recommend an unrestricted open SMTP relay. By requesting configuration using customer-supplied settings, the customer confirms that the SMTP service is authorized for use and acceptable for the type of documents being transmitted.

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Completion of Setup

 

Basic scan-to-email setup is considered complete when the MFP has been configured using the port 25 SMTP information supplied by the customer and a test email has been successfully submitted.

 

If setup cannot be completed because the required information is unavailable, incorrect, requires authentication or uses a port other than port 25, the customer must involve their IT support provider or email administrator.

 

Once the customer’s IT provider has completed an authenticated or advanced email configuration, The Fax & Printer Guy can demonstrate how to use the scan-to-email function. Email authentication, security, delivery and server-related problems remain the responsibility of the customer’s IT provider or email administrator.

 

Our role is to configure and demonstrate basic scan-to-email through a provider-authorized port 25 SMTP relay that does not require username-and-password authentication. All authenticated or advanced email configuration is the responsibility of the customer’s IT support provider or email administrator.​​​​​​​​

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Authorization and Acceptance

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By authorizing The Fax & Printer Guy to configure scan-to-email, the customer confirms that they have read and accepted this Scope of Service. The customer authorizes the use of the SMTP settings they have supplied and accepts responsibility for the suitability, security and regulatory compliance of their selected email service.

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The customer understands that a successful test confirms only that the MFP submitted the message to the configured SMTP service. It does not guarantee delivery, encryption, continuing operation or protection against interception or unauthorized access.

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