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How to Request a Technician for Printer Inspection and Service
Summary: This article explains how to request a technician to inspect your printer, whether you have a Service Level Agreement (SLA) with us or require once-off/ad hoc paid service.
Requesting a Technician for Printer Inspection
## 1. If You Have a Service Level Agreement (SLA)
### Can a Technician Come to Inspect Your Printer?
Yes. If your printer is covered under an active SLA, a technician can be dispatched in line with your agreed service terms.
### How to Log an SLA Service Request
**Contact Customer Support (SLA Customers):**
- Reach out to the service team via your usual support channel (email or phone) and indicate that you are an SLA customer.
- Provide details about the issue you are experiencing with the printer.
**Provide Necessary Information:**
- Include the serial number and location of the printer.
- Confirm the company name and SLA reference (if available).
- Describe the specific problems you are facing, such as print quality issues, error codes, paper jams, or connectivity problems.
**Schedule the Visit:**
- Once your request is logged under your SLA, you will receive a unique reference number.
- The service team will confirm the appointment based on your SLA response-time commitments and schedule a suitable time.
### Response Time for SLA Customers
- Response times are governed by your SLA (for example, same-business-day or next-business-day response).
- If your printer is completely down and business-critical, notify the service team so the call can be treated as a priority in line with your SLA.
### Costs for SLA Customers
- Call-outs, labour, and in some cases parts, are handled as defined in your SLA.
- If any work or parts fall outside the scope of your SLA, you will be informed and a quote will be issued for approval before any non-covered chargeable work proceeds.
---
## 2. If You Do NOT Have an SLA (Ad Hoc Paid Service)
### Can a Technician Come to Inspect Your Printer?
Yes. If you do not have an SLA, you can still request a once-off/ad hoc paid service call for your printer.
### How to Request Ad Hoc Paid Service
**Contact Customer Support (Non-SLA / Ad Hoc):**
- Contact the service team via email or phone and indicate that you require ad hoc paid support and do not have an SLA.
- Provide a brief description of the issue.
**Provide Necessary Information:**
- Share the printer make, model, and serial number.
- Confirm your company details, contact person, and site address.
- Describe the symptoms (for example, error messages, print defects, or network issues).
**Provisional Booking and Call-Out Confirmation:**
- The service team will explain the applicable call-out/inspection fee and standard labour rates.
- Your request will be logged and you will receive a reference number.
- A provisional time slot will be scheduled, subject to acceptance of the call-out and billing terms.
### Billing and Charges for Ad Hoc Paid Service
- A call-out/inspection fee will apply for sending a technician to site.
- After inspection, the technician will diagnose the issue and the service team will provide a quotation for any parts and additional labour required.
- No additional chargeable work will be carried out until you have reviewed and approved the quote.
- Once you approve the quote, the technician will proceed with the repair as agreed, and you will be billed according to the approved quotation and standard payment terms.
### Response Time for Ad Hoc Paid Service
Turnaround time is typically 24 to 48 business hours and is always subject to technician availability and your location. Service Level Agreement (SLA) customers are scheduled first and receive priority when we plan our technicians’ workloads.
Ad hoc / non-SLA service requests are then allocated on an “as-and-when-technicians-are-available” basis, after all SLA commitments have been scheduled. If your printer is completely down, please inform the service team so they can do their best to prioritise the call within these scheduling rules and subject to availability.
---
## Follow-Up
For both SLA and non-SLA service requests:
- If you do not receive a response within the expected timeframe, follow up with the service team using your reference number to check the status of your call.
---
## Conclusion
Whether you have an SLA or require once-off paid support, requesting a technician to inspect your printer is a straightforward process. Provide complete and accurate information when logging your request to help us respond quickly and resolve your issue as efficiently as possible. If your situation is urgent, clearly communicate this so we can prioritise your request where possible.
Requesting a Technician for Printer Inspection
Summary: This article explains how to request a technician to inspect your printer, whether you have a Service Level Agreement (SLA) with us or require once-off/ad hoc paid service.
---
## 1. If You Have a Service Level Agreement (SLA)
### Can a Technician Come to Inspect Your Printer?
Yes. If your printer is covered under an active SLA, a technician can be dispatched in line with your agreed service terms.
### How to Log an SLA Service Request
**Contact Customer Support (SLA Customers):**
- Reach out to the service team via your usual support channel (email or phone) and indicate that you are an SLA customer.
- Provide details about the issue you are experiencing with the printer.
**Provide Necessary Information:**
- Include the serial number and location of the printer.
- Confirm the company name and SLA reference (if available).
- Describe the specific problems you are facing, such as print quality issues, error codes, paper jams, or connectivity problems.
**Schedule the Visit:**
- Once your request is logged under your SLA, you will receive a unique reference number.
- The service team will confirm the appointment based on your SLA response-time commitments and schedule a suitable time.
### Response Time for SLA Customers
- Response times are governed by your SLA (for example, same-business-day or next-business-day response).
- If your printer is completely down and business-critical, notify the service team so the call can be treated as a priority in line with your SLA.
### Costs for SLA Customers
- Call-outs, labour, and in some cases parts, are handled as defined in your SLA.
- If any work or parts fall outside the scope of your SLA, you will be informed and a quote will be issued for approval before any non-covered chargeable work proceeds.
---
## 2. If You Do NOT Have an SLA (Ad Hoc Paid Service)
### Can a Technician Come to Inspect Your Printer?
Yes. If you do not have an SLA, you can still request a once-off/ad hoc paid service call for your printer.
### How to Request Ad Hoc Paid Service
**Contact Customer Support (Non-SLA / Ad Hoc):**
- Contact the service team via email or phone and indicate that you require ad hoc paid support and do not have an SLA.
- Provide a brief description of the issue.
**Provide Necessary Information:**
- Share the printer make, model, and serial number.
- Confirm your company details, contact person, and site address.
- Describe the symptoms (for example, error messages, print defects, or network issues).
**Provisional Booking and Call-Out Confirmation:**
- The service team will explain the applicable call-out/inspection fee and standard labour rates.
- Your request will be logged and you will receive a reference number.
- A provisional time slot will be scheduled, subject to acceptance of the call-out and billing terms.
### Billing and Charges for Ad Hoc Paid Service
- A call-out/inspection fee will apply for sending a technician to site.
- After inspection, the technician will diagnose the issue and the service team will provide a quotation for any parts and additional labour required.
- No additional chargeable work will be carried out until you have reviewed and approved the quote.
- Once you approve the quote, the technician will proceed with the repair as agreed, and you will be billed according to the approved quotation and standard payment terms.
### Response Time for Ad Hoc Paid Service
- Turnaround time is typically 24 to 48 business hours, subject to technician availability and your location.
- If your printer is completely down, inform the service team so they can do their best to prioritise the call, subject to availability.
---
## Follow-Up
For both SLA and non-SLA service requests:
- If you do not receive a response within the expected timeframe, follow up with the service team using your reference number to check the status of your call.
---
## Conclusion
Whether you have an SLA or require once-off paid support, requesting a technician to inspect your printer is a straightforward process. Provide complete and accurate information when logging your request to help us respond quickly and resolve your issue as efficiently as possible. If your situation is urgent, clearly communicate this so we can prioritise your request where possible.