What to Ask Before Signing a Copier Service Agreement (Checklist)

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:

1. Monthly minimum

2. Base pages included (B&W + color)

3. Overage rates (B&W + color)

4. Response time SLA

5. 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.