Why the terms matter as much as the price
A managed print agreement usually runs for several years, and the terms decide how it behaves when things change. Two agreements with similar rates can work out very differently if one has a high minimum volume, rates that rise each year and a long notice period, and the other does not.
This guide explains, in plain English, the terms commonly found in managed print agreements and what is worth checking in each. Wording varies between providers and every agreement should be read in full. It is general information, not legal advice; for advice on a particular agreement, speak to your legal adviser.
Term, renewal and notice
Most agreements run for a fixed term, often several years, and often aligned with the expected working life of the devices supplied. A longer term can mean lower rates, because the provider has longer to recover the cost of devices and setup, but it also means a longer commitment if your needs change.
Check what happens when the term ends. Some agreements end automatically; others roll over into a further term or continue month to month unless notice is given. Notice periods are commonly required some months before the end date, and missing them can extend the agreement. Put the notice date in a calendar as soon as the agreement is signed.
Minimum volumes and how pages are counted
Many agreements include a minimum monthly volume: a number of pages you pay for each month whether or not you print them. Pages above the minimum are charged at the per-page rate, or sometimes at a separate excess rate. A minimum that matches your real printing causes no trouble. One set well above it means paying for pages that are never printed.
How pages are counted matters as much as the rate. Agreements commonly measure volume from device meter readings collected remotely, and define what counts as a page.
- Mono and colour: usually counted and charged separately, with colour at a higher rate
- Double-sided pages: check whether a double-sided sheet counts as one page or two
- Large-format pages: often counted as more than one standard page
- Scans and faxes: sometimes free, sometimes counted, depending on the agreement
- Pooling: whether volumes are measured per device or pooled across the whole fleet, which affects how minimums apply
- Review: whether the minimum can be reviewed if your printing falls, for example after a move to more digital workflows
Rates and rate reviews
Per-page rates and any fixed monthly charges are set at the start of the agreement, but many agreements allow them to be reviewed during the term. Reviews are commonly linked to a published price index, to changes in manufacturer pricing, or to a fixed annual adjustment.
Check how often rates can be reviewed, what they can be linked to, whether there is a cap on any increase and whether you have any right to respond if an increase is proposed. An agreement with a low starting rate and broad review rights may cost more over the full term than one with a slightly higher rate that is fixed.
Service levels and remedies
Service levels set out what the provider commits to: how quickly it will respond to a request, how quickly faults will be fixed, what level of uptime devices should achieve, and when those commitments apply. They are commonly expressed for business hours, with separate arrangements for urgent issues outside them.
A service level is only as useful as its measurement and its remedy. Check how each one is measured, how often performance is reported to you, and what happens if a service level is missed. Remedies commonly include service credits against future invoices, a requirement for the provider to explain and correct the cause, and, for repeated or serious failures, a right to end the agreement or part of it.
Inclusions, exclusions and changes to the fleet
Agreements usually list what is included, such as consumables, servicing, parts and monitoring, and what is excluded. Common exclusions are paper and other media, damage caused by misuse or unapproved supplies, moving devices between sites and software licences. Anything not listed as included is worth asking about before signing.
Fleets change during an agreement, so check how that is handled.
- Adding devices: whether new devices join on the same rates and end date, or start a separate term
- Removing devices: whether a device can be removed before the end of the term, and whether a charge applies
- Moving devices: who arranges relocation between floors or sites, and whether it is charged
- Device refresh: whether ageing devices are replaced during the term, and on what basis
- Site changes: what happens if an office opens, closes or moves
End of term, exit and device data
Exit terms describe what happens when the agreement ends, whether at the end of the term or earlier. They commonly cover the return or purchase of devices, final meter readings and invoices, any early termination charges, and the provider's obligations to help move to a new arrangement. Check whether devices must be returned in a particular condition, who arranges collection, and whether any charge applies if the agreement ends early.
Device data deserves its own clause. Many multifunction devices store copies of documents they have printed, copied or scanned. Before a device leaves your premises, that storage should be erased or removed in a way you can verify. Check whether the agreement says who is responsible, what method is used and whether you receive written confirmation for each device. If your organisation handles personal information, our guide to the Privacy Act and printing explains why this matters.
Reviewing an agreement before you sign
A careful read of the terms is easier with a clear picture of your current fleet and volumes, because it shows whether minimums, inclusions and service levels fit how you actually print. Our free, no-obligation fleet assessment provides that picture, and our guide to choosing a provider lists the questions worth asking alongside the contract itself.
If you are comparing several agreements, set out the same terms from each in one place: term and notice, minimums and how pages are counted, rate review rights, service levels and remedies, inclusions and exclusions, fleet changes and exit. Differences that are hard to see in separate documents become clear side by side.