An industrial printer can be a relatively small part of a production line, but when it stops working, the consequences can be anything but small.
A missed batch code, unreadable date or halted production line can quickly turn into wasted product, lost time and pressure on the production team.
That is why many manufacturers consider an industrial printer service contract. But is it really worth paying for?
The honest answer is: it depends on your production environment, the importance of your coding equipment and how much downtime would actually cost your business.
A service contract isn't automatically the right choice for every company. But for businesses relying on continuous product coding and labelling, having planned maintenance and reliable technical support can make a significant difference.
So, what should you actually expect from a service contract, and what should you look for before signing one?
An industrial printer service contract is an agreement covering the servicing, maintenance and technical support of coding or marking equipment over an agreed period.
Depending on the supplier and package, this might include preventative maintenance visits, engineer support, spare parts, technical assistance and priority response in the event of a breakdown.
The important point is that service contracts aren't all the same.
One supplier may offer little more than an annual service. Another may provide a much more comprehensive package designed to keep the printer operational throughout the year.
That means the price alone doesn't tell you whether a contract represents good value.
You need to know exactly what you're getting for it.
There isn't a universal definition of a service contract, so always check the individual agreement. However, a comprehensive package may include several areas.
Regular servicing is intended to identify potential problems before they become production-stopping failures.
For industrial coding equipment, this can include checking the printer's operating condition, cleaning key components, inspecting wear parts and making adjustments where necessary.
Preventative maintenance is particularly valuable for equipment that operates for long hours or in demanding production environments.
The aim isn't simply to fix something when it breaks.
It's to reduce the likelihood of it breaking in the first place.
This is one of the biggest reasons manufacturers take out a service contract.
If your printer stops during production, you don't necessarily have the luxury of waiting several days for assistance.
A good service arrangement should clearly explain what happens when something goes wrong.
Questions worth asking include:
These details can be more important than the headline cost of the contract.
Some printer components naturally wear over time.
A service contract may include certain replacement parts, or it may provide access to parts at preferential rates. Again, don't assume - check what is actually included.
This is particularly important when considering the total cost of ownership.
A seemingly inexpensive service agreement could become considerably more expensive if every replacement component is charged separately.
Not every problem requires an engineer to visit site.
Sometimes the issue may be caused by a setting, configuration, consumable or operating condition that can be diagnosed remotely.
Access to someone who understands the equipment can therefore be extremely useful.
For production teams, being able to speak to a knowledgeable technician rather than spending time searching through manuals or trying to work out what a warning message means can save valuable time.
Training isn't always included in a service contract, but it's worth asking about.
Even a reliable printer can cause problems if operators aren't confident with basic maintenance, cleaning, setup and fault identification.
Good training can help your team recognise the difference between something they can resolve themselves and a problem that needs technical assistance.
For many manufacturers, an industrial printer service contract is worthwhile if the cost of printer downtime is significantly higher than the cost of maintaining reliable support.
That's the simple answer.
But there's another way to look at it.
Imagine your printer fails unexpectedly during a busy production run.
You may have:
Suddenly, the cost of an annual service agreement can look very different.
The question isn't really:
“How much does the service contract cost?”
It's:
“How much could an unexpected printer failure cost us?”
That is a much better starting point when deciding whether support is worthwhile.
It's important to be balanced here.
A service contract isn't necessarily essential for every business.
If you have a spare printer available, production can easily continue if one machine stops, and you have competent engineering support available internally, you may decide that a full contract isn't necessary.
Likewise, if a printer is used infrequently and isn't critical to your production process, a different support arrangement may make more financial sense.
However, make sure you're making that decision based on your actual risk, rather than simply trying to reduce the annual maintenance budget.
A cheap option isn't necessarily the cheapest option if it leaves you exposed to an expensive breakdown.
If you're comparing industrial printer service contracts, don't just ask for the price.
Ask these five questions instead.
Ask for the inclusions and exclusions in writing.
Does the contract include labour? Parts? Call-outs? Preventative maintenance? Technical support?
Find out the expected response time and how support is provided.
A contract that promises support but leaves you waiting several days for an engineer may not be suitable for a production-critical application.
This can make a significant difference to the overall value of the contract.
Check whether commonly replaced or wear-related components are included or charged separately.
There is a significant difference between paying for reactive breakdown support and having a programme designed to keep the printer running reliably.
If preventative maintenance is included, ask what the service actually involves.
Production changes.
You may add another line, change your operating hours, replace a printer or introduce a different coding application.
It's worth understanding whether the service agreement can adapt as your requirements change.
One thing that is sometimes overlooked when considering printer support is the ongoing cost of consumables.
Ink and make-up are essential to the operation of many continuous inkjet printers, and the right consumable needs to match the application.
The cheapest ink isn't necessarily the best choice if it causes poor adhesion, inconsistent print quality or additional cleaning requirements.
Equally, buying the correct consumables and maintaining the printer properly can help avoid problems further down the line.
This is one reason why it can be useful to deal with a supplier that understands the whole coding application, rather than simply supplying a printer.
This is probably the biggest misconception about industrial printer servicing.
A good service relationship shouldn't only become useful when your printer has already stopped.
The real value comes from keeping the equipment operating reliably, helping your team deal with issues quickly and identifying potential problems before they turn into production interruptions.
That could mean regular preventative maintenance.
It could mean having the right spare part available when you need it.
It could mean getting technical advice over the phone and resolving an issue without an engineer visit.
Or it could simply mean having someone familiar with your equipment who understands your application and production environment.
The best service support is often the support you barely notice because the printer keeps running.
Price will naturally be part of the decision, but it shouldn't be the only consideration.
Look for a supplier that can offer:
It's also worth asking how quickly the supplier can actually get parts and engineers to you.
A technically excellent supplier isn't much help if the support infrastructure isn't there when you need it.
So, do you really need an industrial printer service contract?
Not necessarily. But if your coding equipment is critical to production, the cost of downtime can quickly outweigh the cost of preventative maintenance and reliable technical support.
Rather than looking at a service contract as another annual expense, consider it as part of your production risk management.
The right support package should give you more than a scheduled service. It should help you keep your printer running, reduce avoidable downtime and give your production team somewhere to turn when something doesn't go to plan.
And before you sign anything, make sure you understand exactly what you're paying for.
Because when your production line is waiting for a printer to start working again, that's not the time to discover that the emergency call-out, engineer's time or replacement part wasn't included.
At Industrial Printer Services, we support businesses with industrial coding and marking equipment, including printer servicing, maintenance, spare parts, inks, consumables and technical support.
If you're reviewing your current service arrangements, experiencing recurring printer problems or simply want to understand what support your equipment actually needs, Contact us today to discuss your application and requirements.
A complete solution for all industrial coding and marking equipment.
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