Service Charter
Our Service Charter is our promise to you — the commitments we are prepared to be measured on. These are the headline numbers and the working principles behind them.
Our promise to you
We measure ourselves on uptime and outcomes, not paperwork. The three headline numbers below are the ones we publish because they are the ones our customers actually feel.
Three commitments, in numbers
- 34+ years trading. Established 1992. Three decades of supplying and supporting print equipment, operating nationwide from Gateshead. Experience that comes from being on the third generation of e-STUDIO devices, not the first.
- Response target. Our service-system data records an average response time of 4 hours across service requests. Response times are targets rather than guarantees and may be affected by availability, access, traffic, site conditions, parts availability, and the terms of the applicable service agreement.
- 5-year machine exchange guarantee. Equipment under one of our cost-per-page service agreements is covered from the date of purchase up to 60 months. If it becomes excessively problematic or beyond economical repair, we replace it like-for-like. Insurance-related damage and deliberate misuse or damage are not covered.
What you can count on alongside the numbers
- A real point of contact. Dedicated account management and engineers who know your equipment, your sites and how you actually print. No call centres, no rotating ticket queue.
- Transparent billing. Clear, accurate meter readings and invoicing. No surprises, no quietly-added consumable charges, no clauses you only find out about at renewal.
- A clear escalation path. If something goes wrong and the first response is not right, you can ask for the matter to be escalated to a director the same day. See our complaints page to submit a complaint.
How we use this charter
This charter sits behind every service agreement and managed-print contract. It is reviewed annually, and the headline numbers are reviewed quarterly against actual performance data. If the numbers stop being true, we change the charter — we do not change the way we measure them.
Last updated: 24 May 2026. Reviewed annually. See also our complaints page and our Quality Policy.
Ready to talk?
Speak to our team about how we can help your business.