What is included in a managed print service

Two managed print quotes can show a similar monthly figure and still cover very different things. One may include every part, every toner cartridge and full print management software. The other may leave out colour toner, charge for engineer travel and treat reporting as an optional extra. Knowing the components is how you compare like with like.

This guide works as a checklist. It sets out the building blocks that a complete managed print service normally contains, explains what each one should mean in practice and lists the items that are commonly excluded or charged separately. Use it alongside any proposal you receive and tick off each line before you sign.

The seven building blocks

Most full managed print services are built from the same core components. Providers package and name them differently. Even so, a complete service should cover all seven in some form.

1. Hardware. The multifunction devices and printers themselves, supplied new or refurbished, installed, networked and configured.
2. Service and repairs. Engineer call outs, labour and replacement parts when something fails, plus planned preventive maintenance.
3. Supplies. Toner and other consumables delivered automatically as devices run low.
4. Software. Print management tools for secure release, user accounts, rules and scanning workflows.
5. Monitoring. A data collection agent that reads meters, reports faults and triggers supply orders without anyone phoning in.
6. Reporting. Regular information on volumes, costs and device performance by user, department or site.
7. Account management. A named contact and scheduled reviews to keep the fleet matched to how the business works.

A basic copier deal usually covers only the first two or three. The last four are what turn a service contract into a managed service.

The exact balance depends on how much you print and how much of it is colour. The point is that the equipment is often a minority of the cost. What surrounds it is where quotes differ most.

Component checklist in detail

Hardware and installation

The devices should be chosen from measured usage rather than a catalogue. A proper proposal names each model and its location and explains why it was chosen. Installation should cover delivery, siting, connecting to the network, setting up scan destinations and deploying print drivers to user computers. Ask whether removal of your old equipment is included and who arranges the data wipe on any device leaving site.

Service, parts and labour

This is the part of the agreement that keeps devices working. It normally includes engineer visits, labour and replacement parts for faults caused by normal use. Good providers also carry out preventive maintenance, replacing wear parts before they fail. The contract should state a response time target and the hours of cover. Response targets describe when an engineer will be in touch or on site, not a guarantee of when the fault is fixed, so ask about first time fix rates as well.

Service pricing is usually tied to the pages you print. Each page carries a small charge that funds the toner, parts and labour needed to produce it. That is why managed print is often described in terms of cost per page rather than a service fee.

Supplies and consumables

Under most managed print agreements toner is included in the cost per page and delivered automatically when the monitoring software reports that a cartridge is running low. That removes the need to keep a cupboard of spares. Check whether colour toner is included on the same basis as mono and whether other consumable items such as imaging drums and waste toner containers are covered. Treatment of these parts varies between providers and device types.

Software, monitoring and reporting

Print management software is where much of the control in a managed service comes from. Tools such as PaperCut let users authenticate at the device with a card or PIN, hold jobs until they are released, apply rules such as duplex by default and track usage by department. Check how many users or devices are licensed, whether the software is hosted in the cloud or on your own server and whether upgrades are included.

Monitoring runs quietly in the background. A small agent on your network collects meter readings, reports faults and triggers supply orders. Reporting then turns that data into something useful: which devices are overworked, which are barely used and how much colour each team prints.

Account management and reviews

A named account manager and regular reviews are what keep a managed service managed. Reviews should look at usage against the original plan, flag devices that could be moved or removed and consider whether rules or quotas need adjusting. Ask how often reviews happen, whether they are in person or remote and whether any fleet changes they recommend can be made during the term.

What is typically excluded

No agreement covers everything. The following items are commonly excluded or charged separately, so check each one against your proposal.

• Paper and media. Paper, card, labels and envelopes are usually bought separately.
• Staples. Staple cartridges for finishers are often treated as a separate consumable.
• Damage and misuse. Faults caused by accidents, the wrong media or unauthorised repairs are normally excluded.
• Relocation. Moving a device to a new floor or site may carry a charge.
• Network and IT faults. Problems with your own network, servers or computers usually sit with your IT support.
• Excess volumes. Pages above any allowance are billed at the agreed rate.
• End of term fees. Collection or return charges may apply when the agreement ends.

Exclusions are not a problem in themselves. The problem is discovering them after signing. A good proposal lists them clearly.

Questions to ask before you sign

• Is colour toner included on the same terms as mono?
• Are drums, fusers and waste toner units covered?
• Is there a charge for engineer travel or out of hours visits?
• How many software licences are included and are upgrades free?
• How often will we receive usage reports and review meetings?
• Is the data wipe and certificate of destruction included at end of term?

If you would like a proposal that lists every inclusion and exclusion in plain English, our Managed Print Services page explains how CopyBox Document Systems scopes a service around your usage and what each agreement covers.

For more guides on contracts, pricing, security and software, the MPS Help collection brings all of our general managed print articles together in one place.

A clear list of what is included is the best protection against surprise charges later. To see exactly what a CopyBox agreement would cover for your business, visit our Managed Print Services page or call our Bedford team to arrange a free print assessment.