We are committed to delivering an exceptional, not just acceptable, service and endeavour to ensure our customers get the very best value from our products. As part of this commitment, we provide a number of flexible service and support packages following the installation and set-up of any of our printers, MFPs, scanners and telecoms systems.
Our standard agreement cover includes:
- Industry leading response times and first-time fix rates
- Replacement of all parts, labour and consumables
- Preventative care and ongoing customer support
Our optional Care Pack includes the standard agreement cover, plus:
- Full and instant remote assist
- Pro-active monitoring* and device management
- Ongoing driver/application support and upgrades
- Additional training and optional performance reporting
Of course, we strive to get it right every time. And if we don’t, we do everything we can to resolve the issue quickly and efficiently. When we receive a support call reporting a problem, we’re ready to respond immediately and do everything we can to resolve it first time to avoid any downtime and disruption.
Our team of experienced and knowledgeable technicians know your equipment inside and out and are dedicated to ensuring you get the maximum uptime from your investment. As part of any reported issue, our engineers will:
- Determine the nature of the problem before attending your site
- Offer remote telephone assistance where possible
- Resolve technical issues using remote support software tools such as WEBEX or TeamViewer
- Advise you of an estimated time if the problem cannot be resolved remotely
In addition to resolving any immediate issues, our team also carries out ongoing preventive maintenance. During any site visit, your engineer will check that your product is:
- Cleaned thoroughly inside and outside
- Adjusted to the optimum specifications
- Fit for purpose until your next service is required
Our service covers everything from desktop, server and operating systems to output devices, document workflows, colour calibration and graphics output. We also provide the required support for resolving connectivity and network issues.
We keep our customers up to date with frequent communication relating to:
- Invoicing
- Service history
- Status of service calls
- Booking service calls
- Ordering toner
- Verifying your meter readings
Our team is ready to discuss our service and support options with you. For more information please complete our contact us form below or give our experts a call on 01344 303200 or email at sales@bts-ltd.co.uk