Office Equipment and Printer FAQs

1. What is your diagnostic or call-out fee, and how does it factor into the final repair cost?  

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We charge a flat rate of $149.00 + HST for on-site diagnostics and repair, excluding any required parts. This is the minimum charge for an on-site visit. If a return visit is necessary due to parts needing to be ordered, there is no additional charge for the second visit; the only extra cost would be for the parts themselves.

 

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

​2. Do you offer on-site repair services, or must I bring the equipment to your location?

All of our work is performed on-site at the customer's location, we do not offer in-shop service.

 

3. How quickly can you dispatch a technician for an urgent repair, and what are your typical repair turnaround times?

We offer Next-Business-Day On-Site service. Most service issues are resolved on the first visit.
 

4. Do you provide a warranty or guarantee on the parts and labor for your repairs?

Yes - 30 Days on Labour and 90 Days on Parts.
 

5. Do you offer service contracts or managed printer services (MPS) that cover routine maintenance, supplies, and repairs?

Yes. Please inquire for details or visit our managed printer page here.
 

6. How does your routine maintenance service extend the lifespan of my equipment and reduce future breakdowns?

All mechanical devices require routine inspection and maintenance to achieve their maximum lifespan and ensure reliable, trouble-free operation. Our routine maintenance service focuses on the components most commonly responsible for service issues and equipment downtime, specifically the document feeder, paper feed mechanisms, optical scanning components and fusing assembly.

These areas experience the greatest amount of 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 not only improves day-to-day reliability but also extends the overall service life of your equipment. As an added value, customers who purchase their toner exclusively from us receive free on-site emergency repair and general maintenance services (excluding parts), helping further minimize disruptions and control long-term service costs.
 

7. Which printer brands and models do you service and support?

We have PDI+ certification which is a non-vendor specific certification validating our competency in the repair and maintenance of printers and multi-function printing devices in general. We service most makes and models of laser printing products including Brother, Canon, HP, Lexmark and Xerox. We do not service ink jet printers with the exception that we do service wide format ink jet plotters and select models of Brother INKvestment Tank printers.

 

8. Should I repair or replace my printer? How do I determine if my old printer/copier is worth repairing? 
 

We will provide our honest professional opinion after considering the printer’s age, page count, and the 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 will typically recommend replacement rather than repair.

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If a customer has requested an on-site service visit but chooses not to proceed with the repair and subsequently decides to purchase a replacement printer from us, the value of the original service call will be applied toward delivery and installation services for the new device.​

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Printer as a Service - Managed Printers - Scope of Service

As a managed printer service provider, our role is to keep your printer hardware running reliably and as intended. Our services focus exclusively on the physical printing device itself and not your broader IT network or computer environment.

 

What’s Included

Our Printer as a Service includes:

• Provision of selected printing equipment   

• Printer set up and installation

• Routine servicing and preventative maintenance

• Repair of mechanical and electronic printer faults

• Supply and replacement of parts as required or replacement of entire device if deemed necessary

 

After installation, repair, or maintenance, our technicians confirm that the printer can perform its intended core functions, including printing, copying, faxing and scanning, using the printer’s own controls and diagnostic features.

 

What’s Not Included

We are not an IT or network services provider.

Our services do not include:

• Network setup, configuration, or security

• Configuration or management of network routers, switches or the like

• Cybersecurity services or monitoring

• Server, computer workstation, or operating system support

• Print server management

• Ongoing printer driver management

 

Printer Drivers & Computers

At the time of initial installation only, our technicians may install a printer driver on a customer workstation or server for the limited purpose of confirming basic printer operation (for example, printing a test page or scanning a document).

Beyond this initial verification, printer drivers and computers are considered part of the customer’s IT environment. Ongoing driver configuration, troubleshooting, updates, permissions, integrations, and any cybersecurity-related considerations are the responsibility of the customer’s IT support provider.

 

Network or IT-Related Issues

If a printing issue is identified as originating from the customer’s network software or its hardware components, computers, servers, drivers, or other IT systems, responsibility for resolving that issue lies with the customer or their IT service provider. We will clearly communicate our findings to help your IT service provider address the issue efficiently.

 

Third-Party IT Support

If requested, we can recommend a third-party IT or network service provider. Any engagement with such providers is arranged directly by the customer and is at the customer’s expense.

 

In Simple Terms

We fix printers. Our technicians service and repair the mechanical and electronic components inside the printer itself. We do not repair computers, manage networks, or provide IT, software, or cybersecurity services.

 

We specialize exclusively in office imaging, and that focus is exactly why our service is better and more affordable. Rather than bundling printers into expensive, all-inclusive IT contracts, we offer competitive, cost-effective Service Level Agreements dedicated to the one system most businesses rely on but cannot easily repair themselves: mechanical printing equipment.

 

Printers as a Service covers the printer hardware only and does not include customer computers, operating systems, drivers, networks, servers, cloud services, or other IT infrastructure unless explicitly agreed to in writing.

 

Small businesses don’t need full-time IT support, that's why they don't have an IT person on staff, but they do need fast, expert response when a printer fails. That’s exactly what we provide.​

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