Service level agreements (SLA)

All Complete customers benefit from our unique Pre-emptive Maintenance Scheduling which eliminates the majority of emergency and reactive service calls. This service is unique to Complete and should not be confused with manufacturer’s preventative schedules which do little to alleviate the downtime associated with breakdowns.

With Pre-emptive Maintenance we don’t wait for the equipment to breakdown. Instead, at specific intervals our qualified technicians inspect your equipment and change all parts that are showing signs of wear. The traditional break/fix methods used by the photocopier and print industries leave these parts to be replaced only when they have failed, resulting in potentially significant downtime.

On those occasions where a non-predictable component failure creates a breakdown, our response is guaranteed within 2, 4, or 8 working hours depending on your service level agreement. Furthermore, should your equipment remain inoperable for longer than 9 working hours, we will install a temporary replacement machine completely free of charge.