Support Contracts & Carepacks orders

I need to reach your Contracts Department

Please call us on 01256 783390 or email contracts@hpplotter.co.uk

What do your Support Contracts cover?

Our Designjet Support Contracts cover you for all callouts, engineering labour and parts. We have a no quibble policy - but there are a few caveats. Key points are:

- we don't cover consumables (ink, paper, printheads), accidental damage or misuse (e.g. when you drop your printer down the stairs or break a spindle),  nor do we cover your electronic components if you don't fit an anti surge device, and we don't cover damage in transit.

- we do cover all breakdowns as a result of normal wear and tear. If you move offices or need to move your printer between different sites we will still cover your printer at no extra charge. If you decide to purchase a new printer mid-contract we will credit you with all full months left remaining on your contract and offset this against cover on your new machine (provided you purchase the new printer from us).

What's your guaranteed response time / SLA?

We offer a next business day response only. While many busineses do offer same day fix or a 4 hour response we find that often they attend site to hit the SLA without attending with the required parts. This is known as "hands and eyes" - and once they hit their guaranteed response SLA, they then return a few days later when they have the parts available. In the meantime you are 'down' for a few days.

We work differently. As soon as we receive a Contract Call, we contact you if we think we can resolve it over the phone to minimise your downtime. We also ship out parts immediately where your attending engineer doesn't have the required parts on his van stock. The parts that we ship out are those which we feel are most likely to resolve the fault and get you back up and running quickly. in this way 98% of all of our Support Contract calls are closed down by next working day. We feel this offers the best value to our customers who are heavily reliant upon their large format machines and need to minimise all downtime and minimise loss of business.  With some printers, HP offer Care Packs with an escalated sLA which we can discuss with you if preferred.

Can I pay for my contract on a monthly basis?

We currently only take a single payment up front for the period of cover i.e. 1 year to 5 years cover - however if this is something of particular interest then we can look at doing this - please call us to discuss!

I have a problem with my printer - can I still take out Support Cover?

All printers should be in good working order at the time of taking out a Support Contract. However please let us know if you currently have an issue with your printer, and wish to take out a Support Contract. We can then supply you with costs savings for undertaking a repair combined with a Support Contract. 

Can I bring all of my Support Contracts into line so that they all start/end at the same date

This is absolutely something we can assist with. Please contact us to discuss in more detail and receive prices

Wil I be eligible for discounted inks if I have a Support Contract with you?

Yes - call us to discuss! At a very minimum you will receive 5% off all inks and printheads