Your Network services / Support

[joneze]

Hi all,

Just a gernaeral question about the service department in your business. Do you charge for calls which a related to printing scanning issues? Do you have a contract for such calls or is it just on an as and when basis.

I am finding that alot of customers automatically expect network call such as installing printer drivers scanning problems due to SMTP server changes to be included in the cost per copy charge.

I just want a general idea on what everyone else does for calls like this.


Cheers
Mark

[WaveyDavey]

we have a seperate contract that customers can sign to opt out of if they wish.
its based on a quarterly charge and increases if the machine has extra options fitted to it, ie fax IOptions etc

[cobiray]

Our contracts are for break/fix on the equipment only. We will set up and adjust the equipment to the customers needs on set up. After they have signed off on the install as complete all connectivity issues are billable when not related to the hardware. If something fails on the machine it is covered.

We have been toying with the idea of a "all inclusive" plan, however we never seem to be able to come to an agreement with sales about it.