For many businesses, printing remains a vital part of daily operations, yet managing printers, supplies, and maintenance in-house can be both time-consuming and costly. Managed Print Services (MPS) offer a solution by taking responsibility for the entire print environment. Central to this arrangement is the service contract, which defines the scope of support, performance standards, and cost structure.
Understanding how service contracts work in MPS helps businesses make informed decisions, ensuring they gain maximum value, predictability, and reliability from their print management investment.
This article explains what an MPS service contract is, what it typically includes, and how it benefits organisations seeking efficient, secure, and cost-controlled printing.
What Is a Managed Print Service Contract?
A Managed Print Service contract is a formal agreement between a business and a print service provider outlining how the provider will manage, maintain, and support the organisation’s printing infrastructure. The contract establishes the terms of service, including equipment provision, consumable supply, maintenance responsibilities, response times, and costs.
Rather than purchasing printers outright and handling upkeep independently, a business pays a regular fee to the MPS provider, who ensures that all devices function optimally and that printing costs remain predictable.
This model offers flexibility and transparency, allowing businesses to align their print environment with operational goals while avoiding unexpected expenses.
Scope of Services
Every MPS contract is tailored to the specific needs of the organisation. The agreement may cover a single office or multiple locations, depending on the business structure. It typically includes equipment management, device monitoring, toner and consumable supply, maintenance, repairs, and reporting.
Some contracts also extend to document workflow optimisation, user authentication, and integration with digital systems. The service provider’s responsibilities are clearly defined to ensure accountability and consistent performance.
By consolidating all print-related services under one contract, businesses eliminate the complexity of managing multiple suppliers or ad hoc support arrangements.
Equipment Provision and Ownership
MPS contracts can include the provision of new printers or multifunction devices, or they can incorporate existing equipment already owned by the business. Ownership arrangements depend on the contract type. In some cases, devices are leased as part of the service, meaning the provider retains ownership and responsibility for maintenance. In others, the business owns the equipment but pays for management and support.
Leasing through an MPS contract offers financial advantages by spreading costs over time rather than requiring a large upfront investment. It also ensures that devices can be upgraded periodically, keeping technology current and efficient.
Cost Structure and Billing
One of the main advantages of MPS contracts is cost predictability. Rather than unpredictable spending on toner, maintenance, and repairs, the business pays a fixed monthly or quarterly fee. This fee may be based on a set number of printed pages or a combination of print volume and service level.
If usage exceeds the agreed volume, additional charges may apply, but these are outlined clearly in advance. This transparent billing structure allows accurate budgeting and eliminates the hidden costs that often accompany unmanaged printing.
Detailed usage reports are usually provided, showing where and how resources are consumed, helping businesses identify further opportunities for savings.
Maintenance and Support
Reliable printer performance is essential for productivity, and MPS contracts include comprehensive maintenance and support provisions. Providers monitor devices remotely, allowing them to detect and resolve potential issues before they cause downtime.
Routine servicing, firmware updates, and repairs are all managed by the provider. When on-site assistance is required, the service contract specifies response times and escalation procedures to ensure problems are resolved promptly.
This proactive approach keeps printers running efficiently, reduces interruptions, and extends the lifespan of equipment.
Consumables Management
A key element of most MPS contracts is automated consumable replenishment. The provider tracks toner and supply levels remotely and delivers replacements before they run out. This removes the need for manual ordering and prevents productivity losses caused by supply shortages.
Consumables management also supports cost control and environmental sustainability by ensuring that supplies are used efficiently and responsibly. Businesses no longer need to maintain large stockpiles of toner or worry about waste from expired or unused cartridges.
Performance Monitoring and Reporting
MPS contracts include regular reporting to provide visibility into printing activity and service performance. Reports typically cover print volumes, energy usage, device uptime, and supply consumption.
This data allows businesses to monitor trends, assess efficiency, and ensure that the service is meeting agreed objectives. If performance metrics fall below contract standards, the provider is required to take corrective action.
The inclusion of measurable service levels ensures accountability and transparency, giving organisations confidence that their print environment is being managed effectively.
Service Level Agreements (SLAs)
Service Level Agreements are an integral part of any MPS contract. They define the standards the provider must meet, such as response times for repairs, delivery schedules for supplies, and acceptable device uptime percentages.
SLAs protect the business by setting clear expectations and providing measurable performance benchmarks. Regular reviews ensure that the provider continues to deliver quality service throughout the contract term.
These agreements are particularly valuable for businesses that rely heavily on printing, as they guarantee consistent support and minimise operational disruption.
Flexibility and Scalability
An MPS service contract is designed to adapt to changing business needs. As a company grows, adds new offices, or increases print demand, the service can scale accordingly.
The contract can be reviewed periodically to ensure that the scope, devices, and costs remain aligned with operational requirements. This flexibility prevents over-provisioning and allows businesses to pay only for what they use.
In a rapidly changing work environment, scalable contracts are essential to maintaining both cost control and performance.
Compliance and Security Responsibilities
Printing often involves handling sensitive information, such as client data, financial records, or internal documentation. MPS contracts define the security measures and compliance standards the provider must maintain.
These may include user authentication, encrypted data transmission, secure print release, and compliance with data protection laws such as the UK GDPR. By including these requirements in the contract, businesses ensure that security is embedded in every aspect of their print management.
This contractual clarity not only safeguards information but also helps organisations demonstrate compliance with regulatory and industry standards.
End-of-Contract Procedures
When an MPS contract reaches the end of its term, several options are available. The business may choose to renew, upgrade, or terminate the agreement. Providers typically conduct a review to assess performance, costs, and potential improvements before renewal.
If devices are leased, the contract will outline return or upgrade procedures. For owned equipment, ongoing support may continue under a new service arrangement.
Clear end-of-contract terms protect both parties and ensure a smooth transition, avoiding disruptions to business operations.
Frequently Asked Questions (FAQs)
What does an MPS service contract cover?
It covers print equipment, maintenance, consumables, monitoring, and support, all under a single managed agreement.
Are MPS contracts flexible?
Yes. They can be tailored to a business’s specific needs and adjusted as the organisation grows or changes.
How are costs calculated in an MPS contract?
Typically through a fixed monthly or quarterly fee based on print volume, service level, and included equipment.
Do MPS contracts improve security?
Yes. Most contracts include strict data protection measures and compliance standards to safeguard sensitive documents.
Can existing printers be included in a new MPS contract?
Yes. Many providers can integrate and manage existing devices if they are compatible with monitoring systems.
Conclusion
A Managed Print Service contract provides the structure and assurance businesses need to maintain efficient, reliable, and secure printing operations. It brings together all elements of print management into a single, transparent framework that promotes cost control, accountability, and productivity.
By clearly defining responsibilities, service levels, and performance expectations, MPS contracts remove the uncertainty and inefficiency of traditional printer management.
For organisations seeking predictable costs, reduced downtime, and professional support, a well-structured MPS contract represents both a practical and strategic investment in long-term efficiency.