Canon Service Program Multifunctional Printers Canon Service Program gives you a choice of service packs to meet your individual business needs.
Market leading flexible services Canon Service Program is tailored to your needs and includes a range of market leading services that are unique to Canon. 98% Uptime Guarantee* We guarantee your printer is up and running 98% of the time or we will refund you 10% of your annual service charges. Coupled with a 2 hour service response should an issue arise, you can rest assured that mission critical projects will always be delivered. Unique emaintenance System We reduce your total cost of ownership by automating meter reading and consumables ordering. We also monitor your machine 24/7 to handle potential issues before they occur, ensuring the machine is up and running when you need it. Professional Services Consultancy Our team of print experts will support your business needs and ensure your fleet of printers are optimised for maximum productivity, while keeping the costs to the minimum to give you the highest return on investment. * Only available with the Critical Service Pack. Terms and conditions apply. Canon black & white device emaintenance Canon laser device CANON DATA CENTRE CANON CUSTOMER CARE Stock item arrives Machine activity detected Call centre contact Canon colour device Automated notification received Data captured Notification for a stock item Toner alerts Service technician required Usage Device activity Technician arrives
Critical Service Pack Is printing essential to your business and do you need us to guarantee your printers will be running when you need them most? Priority Service Pack Is printing part of your everyday business and do you need high quality service within a manageable budget? Basic Service Pack Do you need a reliable service that keeps your printers running cost effectively?
As an organisation that generates a high volume of essential print, your network of printers is absolutely critical to your business success. That s why we ve developed the Critical Service Pack to support all your print needs. Canon will guarantee your printer is up and running 98% of the time or refund 10% of your annual service charges, thus ensuring your complete peace of mind. Over one day a year a Canon Professional Services Consultant will work with you to review your print environment, then make recommendations to optimise your printer fleet and print environment and usage. Canon s emonitoring service will remotely monitor your machines for errors 24/7, allowing Canon to conduct preventative maintenance to stop issues before they occur. Canon s econsumables service will automatically order consumables before they run out, saving time and the need to hold unnecessary stock of consumables on site. Canon s emetering service will automatically read your machines meters every month to save your business time and reduce the total cost of ownership of the machine. Your team will have unlimited support from the Canon helpdesk during business hours, and have access to all standard services, including all toner, parts and labour installation all inclusive in your service agreement price. If ever there is a problem, Canon guarantees a service technician will respond within 2 hours and be working on a solution to have your machine up and running as quickly as possible. If you are working out of business hours we give you 4 days after hours support to give you the peace of mind that your machine is supported when you need it. As a business that regularly needs to print high quality documents, you need to know your network of printers is always operating efficiently. Canon s Priority Service Pack has been established to take care of your needs within an entirely manageable budget. The Priority Service Pack will take the pressure off your in-house IT team by ensuring your printers are functioning to maximum efficiency and that all your consumables are in place, should they be needed. Standard services, including all toner, parts, labour installation and support are included in the service agreement price to help your business manage costs. Canon s econsumables service will automatically order consumables before they run out, saving time and the need to hold unnecessary stock of consumables on site. Canon s emetering service will automatically read your machines meters every month to save your business time and reduce the total cost of ownership of the machine. Your team will have unlimited support from the Canon helpdesk during business hours. If ever there is a problem, Canon guarantees a service technician will respond within 4 hours and be working on a solution to have your machine up and running as quickly as possible. Should an urgent need arise, you can pay an additional one off fee to receive a 2 hour response time. Your standard 4 hour response time will be resumed following this initial service response. If you are working out of business hours we give you 2 days after hours support to give you the peace of mind that your machine is supported when you need it. As an operating business its important to know that your printers are up and running whenever you need them. Yet print isn t your priority and your printers don t warrant a significant investment in servicing arrangements. Canon has developed the Basic Service Pack to give you a cost effective service plan that will keep your print devices functioning efficiently. Standard services, including all toner, parts, labour installation and support are included in the service agreement price to help your business manage costs. Canon s emetering service will automatically read your machines meters every month to save your business time and reduce the total cost of ownership of the machine. If ever there is a problem, Canon guarantees a service technician will respond within 8 hours and be working on a solution to have your machine up and running as quickly as possible. Should an urgent need arise, you can pay an additional one off fee to receive a 4 or 2 hour response time. Your standard 8 hour response time will be resumed following this initial service response.
Larger businesses can choose a different service level for each printer KEY / Service Critical Service Pack Priority Service Pack Basic Service Pack Scenario 1 Half my network printers need to be on critical, the rest on priority. Scenario 2 One of my printers needs to be on critical, one on priority and the rest can be on basic. Scenario 3 I don t need any of my network printers on critical, just one on priority and the rest can be on basic.
CANON Service PROGRAM Service/options description CRITICAL SERVICE PACK PRIORITY SERVICE PACK BASIC SERVICE PACK Labour All labour costs included in the price* Toner All toner included in the price* Travel metro Metro travel is included in the price* Installation Machine is installed for the customer* Site inspection on new hardware Site visited to ensure it is suitable for installation* Standard services Helpdesk support On-site break fix service Off-site break fix service Parts Introductory training Phone and e-mail support offered through the Canon contact centre* Machine fixed on-site* Machine removed to fix in workshop* Parts included within contract* Customer training on how to use the product* 1 Day of Professional Services Consultancy Canon consultant reviews the customers print environment and offers advice on optimisation* 1 day per year included* Service Request Response Time Time taken for Canon to respond to a customer service request* 2 hours* 4 hours* 8 hours* Emergency response time upgrade After hours support Customer can request to move to a faster response time level. Levels are 8, 4 and 2 hour response times* After hours stand-by phone and technician support* Not applicable*** 4 days included per year* Upgrade to 2 hours available on request*** 2 days included per year* Upgrade to 2 or 4 hours available on request*** Talk to us about the Service Program that meets your needs canon.com.au Loan hardware Loan machine supplied when fix is not possible* Machine relocations Machine can be moved and re-installed as part of the service package* One relocation per machine per year of the contract* emetering Conduct meter readings remotely* econsumables Consumables ordered automatically* emonitoring Machine monitored remotely 24/7* VALUE ADDED services Uptime Guarantee Toner Recycling Quarterly performance reporting Guaranteed 98% uptime by machine per year of the contract or Canon will rebate 10% of their yearly service charges* Toner cartridge recycling service* Level 1**** Level 2**** Level 3**** Level 4**** Level 2, 3 and 4 at standard Not available Level 1, 2, 3 and 4 Not available Level 1, 2, 3 and 4 ****Level 1: Customer Asset Listing, Service Summary Report, Service Performance National, Service Performance National Quarterly, Customer 12 month Service Summary Report, Device Service History. ****Level 2: All of Level 1 plus - Service Detail Report, Service Performance Regional, Service Performance by Region Quarterly, Customer Service Performance Detail, 12 Month Page Printer Summary. ****Level 3: All of Level 1 and Level 2 plus - Customer Service Performance Graph. ****Level 4: All of Levels 1, 2 and 3 plus - Customer Uptime Summary Report, Monthly service Performance Report. Note: For detailed descriptions of each report, please refer to the Customer Reporting Document. *Terms and conditions apply. **Price available on request. ***Canon offers 3 response time levels - 2 hours, 4 hours and 8 hours. An upgrade is when a customer moves up to a higher level i.e. 8 hours to 4 hours and 4 hours to 2 hours. 2 hours is the highest level and no upgrades are available for this level. Price available upon request.