What Does a Printer or Copier Service Contract Cover?

For most businesses, printers and copiers are the backbone of daily operations. From client proposals to payroll forms, legal documents to classroom materials, these devices keep the business world moving. Yet despite their importance, printers are often one of the most overlooked pieces of office technology—until they stop working.

That’s where a printer or copier service contract comes in. A service plan is more than just a safety net—it’s an investment in uptime, productivity, and peace of mind. But here’s the big question we hear from Aztec customers all the time: “What does a printer or copier service contract actually cover?” 

In this blog, we’ll break it down in detail. You’ll learn:

• What’s typically included in a service contract

• What exclusions you should be aware of

• How contracts differ depending on your business size and usage

• Why aligning your contract with IT support matters

• And how Aztec’s approach to service contracts is designed to fit the real-world needs of businesses across New England

A service contract is essentially a partnership between your business and your office technology provider. Instead of waiting for something to break and scrambling to fix it, you’re backed by a proactive team that keeps your devices running smoothly. 

1. Labor Costs

When your copier or printer malfunctions, a technician’s time is required for diagnosis and repair. With a service contract, labor is fully covered. That means no surprise invoices when a tech needs to spend hours troubleshooting error codes, fixing jams, or recalibrating your device. 

2. Parts & Supplies

Many service plans cover replacement parts—from rollers and fusers to sensors and gears. If something breaks due to wear and tear, you’re protected. Some contracts also include essential consumables like toner, ink, and imaging drums, depending on the level of plan selected.

This inclusion alone can be a huge cost-saver, especially for high-volume offices. Instead of stocking shelves with toner cartridges or negotiating last-minute supply orders, you’ll have a steady stream of supplies included in your monthly fee.

3. Field Technician Time

Service contracts also cover mechanical malfunctions—whether that’s a jammed feeder, a worn-out motor, or an overheating power supply. Instead of shelling out for replacement parts and labor at premium rates, these issues are handled as part of your coverage.

While service plans are comprehensive, it’s important to understand what’s not included. Knowing these exclusions helps you avoid misunderstandings and ensures your contract is the right fit.

This is one of the biggest surprises for new customers. Service contracts do not cover paper. You’ll still be responsible for sourcing and stocking the paper your business uses.

2. Staples & Finishing Supplies

Finishing supplies like staples, binding glue, and booklet-making components are typically excluded. These are considered office consumables rather than part of the printer itself.

3. User-Generated Issues

Damage caused by misuse—like spilled coffee, using the wrong paper stock, or forcing a jammed tray—is usually not covered.

4. IT Support Beyond Print Hardware

This is a critical distinction. A printer service contract is designed to cover hardware and related supplies, not IT network troubleshooting. For example, if your MFP can’t connect to your Wi-Fi or your ERP software isn’t syncing correctly, that falls under IT support, not the printer contract.

At Aztec, we’re careful to avoid stepping on the toes of your internal IT team. While we’ll gladly advise on print-related IT integrations, our MFP IT support is billed separately by the hour.

No two businesses use their printers the same way. A law firm printing hundreds of case files a day has vastly different needs than a boutique design agency printing high-resolution graphics once a week. That’s why service contracts aren’t one-size-fits-all.

Factors that impact your coverage:

• Device type: Entry-level printers vs. enterprise-grade multifunction copiers

• Print volume: A few hundred pages per month vs. tens of thousands

• Industry needs: Legal, healthcare, education, finance—all with different compliance and uptime requirements

• Add-ons: Some plans roll in toner and drums, while others focus only on hardware

The key takeaway? The best service plan is one that’s tailored to your organization’s actual print habits.

Here’s what makes us different:

Our plans typically include:

• Labor costs (in-shop and on-site)

• Replacement parts and mechanical components

• Toner, ink, and drums (depending on contract)

• Preventative maintenance visits

• Field technician time and travel

3. Clear Boundaries with IT

We know IT departments are protective of their domains. Our role is to support the hardware and print-specific functions, without overstepping into network infrastructure. If IT assistance is needed, we offer it on a billed hourly basis, ensuring you only pay for what you need. 

4. Proactive Maintenance for Maximum Uptime

Our field techs don’t just fix issues—they prevent them. With scheduled cleanings, part replacements, and calibrations, your devices run smoother, longer.

5. Local Expertise with National Reach

Based in Middletown, CT, we serve businesses across New England and the Northeast Corridor. With a strong local presence and a network of factory-trained partners, we’re equipped to handle both regional businesses and national enterprises.

• How critical are printers/copiers to daily operations?

• Can we afford downtime if a device breaks unexpectedly?

• Do we spend more on emergency repairs than a monthly contract fee?

• Is our IT department bogged down with print-related issues?

• Would predictable monthly budgeting help our cash flow?

At Aztec, we go beyond just contracts—we become your trusted technology partner, working closely with your business to design the right plan. With flexible coverage, expert local technicians, and proactive maintenance, our service plans are designed to keep your workflows seamless. 

👉 Ready to explore your options? Contact Aztec today for a consultation on copier and printer service contracts tailored to your organization’s needs.