Elevating the Level of Care for our Customers

At Copybox, we believe that exceptional customer care is at the heart of every successful partnership. 

Our Customer Care Assurance is designed to go beyond mere satisfaction; it’s about delivering an unparalleled experience to our valued clients.

Here's how we do it

Copybox delivers service and support with a commitment to excellence

Our approach is built on responsiveness, expertise, and a dedication to our clients’ success. From the moment you choose Copybox, you’ll experience personalised attention and rapid response to your needs. 

Our team of knowledgeable professionals provides expert guidance, ensuring your photocopiers and printing solutions operate seamlessly. 

We offer proactive support, continuously monitoring your systems, and delivering transparent communication. At Copybox, we’re not just about resolving issues; we’re about building lasting partnerships. With a focus on continuous improvement, our aim is to exceed your expectations, every time. Your satisfaction is our priority, and we’re here to ensure your business thrives.

Copybox Service Statistics

4 hours

Engineer Response – Same Day Emergency Fix

90%

Success Rate in Fault Finding & Fix

Clarity

No Hidden Charges within Cost Per Copies

Next Day

Delivery – On all Toners & Consumables

Recovery

Loan Replacement Machine Service

  • Toners and Consumables

    We will supply you with toners and consumables as and when they are due for replacement. To provide maximum service efficiency all machines are installed with our remote service software which automatically collects meter readings and auto-delivers your toner

  • Cost Per Copy Costs

    Your usage for colour and black and white copies are presented clearly on your monthly service invoice which can be billed monthly or quarterly

Incident Priority

Target Response

Business Impact Summary

High

4 hours

Machine/ Application Down

High impact on significant business areas or specific VIP users. System failures, Whole department or large groups of users unable print, copy or scan.

Normal

8 hours

Mahine/ Application Problem

Medium impact, a group of users or individual user is experiencing system or business application problems but are still able to work Machine performance issue without failure. Priority/business critical work is not seriously affected.

Low

48 hours

Minor Machine/ Application Problems/ Advice and Guidance

Low impact and urgency, may cause inconvenience to user. Work around possible. No direct effect on routine work. General advice and guidance.



Standard Maintenance Program

We will maintain your equipment on an on-going basis to ensure its smooth operation and to prolong its performance lifespan

Our standard maintenance consists of:

Automated Fault Reporting and Maintenance

Our remote service will automatically detect and report faults with your machine and ping a secure email to our helpdesk or technician in the field. 

As part of our maintenance program automatic faults are resolved within our target service levels

Delivery, Installation & Training

We will schedule the delivery of your equipment based on your location, special requirements including equipment removal. Before delivery all equipment is fully checked and tested to guarantee it is in proper working condition. Once your equipment has been installed our technician will configure the system according to your business requirements and take you through basic training of the machines operation and functions

Account Management

As part of your service you are assigned an Account Manager as your first point of contact to maintain and build supplier – client relations and to ensure the smooth running of your account. Part of this process includes an annual service review which covers, invoicing, support and possible contract renewals. Your Account Manager will also help with the fulfilment of your requests for additional services and with deal with general day-to-day queries.

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