Service Standards

We want all of our customers to know that they’re our number one priority. That’s why we’ve put together a comprehensive list of service standards to keep you happy. It’s our mission to provide your business with the best possible service through our friendly team of certified professionals. We make sure you get the most out of every service call to minimise downtime and maximise efficiency.

Service Response

Our response time is measured from the time the service call is placed to the time the technician arrives at your location. Xtra will respond to your service call within an average time of four hours during “Regular Business Hours”. The response time is calculated over a twelve month period and only emergency calls are included in the calculation.

Service Escalation Process

In the event that your equipment experiences three or more emergency visits [excluding operator errors and network related service calls] within a thirty day period, a problem alert will be generated. Field Service Management will be notified and a Specialist assigned to evaluate and provide on-site assistance if required. If the Specialist cannot resolve the problem within a reasonable amount of time, the issue will be escalated to second level support for diagnostics, troubleshooting and on-site support. If the Specialist cannot resolve the problem within a reasonable amount of time, the equipment will be picked up for further troubleshooting and testing on Xtra Documents premises. A loaner machine will be provided. If your equipment is deemed non-repairable¹ once brought onto Canon premises, an exchange unit of equal or greater value and functionality will be provided for the remainder of the Agreement.

 

Feel free to contact us with any questions or concerns

Up-Time Guarantee

Xtra Document Solutions guarantees average equipment (excludes production units) up-time of 97% or better on your fleet of equipment calculated over a twelve month period. Up time is calculated as follows:

 

Available business working hours minus total downtime² divided by Available business working hours

On-Site & Diagnostic Service/Support

Our certified Service professionals have expert knowledge of our products in order to provide you with high quality technical services that are second to none. In compliance with service standards and an average of over 10 years field experience, our on-site Service Technicians provide equipment installation, onsite emergency service resolution, preventative maintenance³ and ongoing service maintenance and support.

 

Your equipment will be serviced by certified trained technicians both in the field and by telephone during regular business hours: 8:30am – 5:00pm, Monday to Friday.

 

Optional support is available outside of regular business hours upon request with twenty-four hours advance notice.

 

We also offer remote system monitoring and auto supply replenishing to maximize our customers up-time and reduce customer intervention.

 

Place a service request

Parts Guarantee

As an authorized service dealer, we maintain parts inventory levels that provide you with the most efficient service possible. With inventory located in our service technicians’ vehicles, we have a full range of genuine Canon replacement parts accessible for immediate repair. In addition, our technicians are supported with parts warehouses, depots and delivery services. Our computerized tracking system monitors parts used from field and shop service and auto-replenishes parts usage on a regular basis. Parts are then picked, packaged and sent to a location most convenient for the technician. Genuine replacement parts will be available for a period of at least seven years from the date of discontinuation of the equipment.

 

Order parts or supplies

  1. BASED ON NORMAL OPERATING GUIDELINES AS PER CANON’S PRODUCT SPECIFICATIONS.
  2. TOTAL DOWN TIME IN THE CALCULATION INCLUDES EMERGENCY CALLS ONLY.
  3. PREVENTATIVE MAINTENANCE IS BASED ON AVERAGE MONTHLY VOLUME, CUSTOMER APPLICATION AND EQUIPMENT LOCATION. PREVENTATIVE MAINTENANCE MAY BE PERFORMED IN CONJUNCTION WITH AN EMERGENCY VISIT AND IN ACCORDANCE WITH CANON’S MAINTENANCE GUIDELINES.
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"In the copier industry we have many different distributors to choose from, our number one choice is Xtra Document Solutions. What sets them apart from other suppliers is their commitment to the customer. If they do not have the answer to your question, they will find the solution for you, service is thier top priority." - Ian Poole, IT Coordinator, Burchells LLP

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