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Customer Service Plan

Our print management customer service plan

The support team is your first point of contact with regard to any service matter. They are available for the assistance and maintenance needs that arise within your company’s services.

Our team are trained on all products to provide you with the best possible service.

We believe in treating all of our customers with the utmost respect and courtesy. We work hard to provide a quality service, based on high standards for effectiveness, efficiency and integrity.

FEATURES EXPLAINED

Customer Service Plan Explained

Reporting a Fault

Reporting a Fault

In just a few simple steps, we will be on our way to resolving any issues you may have with your printing system.

Placing an Order for Toner

Placing an Order for Toner

Quickly and easily manually order additional or replacement toner.

Automatic Toner Replacement

Automatic Toner Replacement

Take advantage of automatic toner replacement which works via your system and updates us when you’re running low. A replacement is already on its way before it gets empty.

Automatic Meter Reading Collection

Automatic Meter Reading Collection

Our team are able to collect your meter readings remotely. This means no more manual meter reading and guaranteed accurate billing with no estimated readings.

Equipment Relocation

Equipment Relocation

The Aurora team will, upon request, relocate your photocopier, either internally or externally.

How will our Customer Service Plan benefit your business?

01

Remote Support

No matter the problem, remote support is just a phone call or few clicks away!

02

Repair Service

Request a service visit from an engineer or software specialist.

03

Toner Supply

Toner supplied and delivered when you need it to keep business running as usual.

04

Trust

You can be rest assured all our engineers and support team are full experienced and qualified in their field.

Frequent Questions

Take a look at some of our frequently asked questions. Not listed? Get in touch and we will answer your query.

How do I report a fault with my printer?

To report a fault on a print device, application or software product, please visit the dedicated client services area.

If you have any issues logging your fault, please contact us via phone or email between the hours 8:30am and 5:30pm, Monday to Friday.

Once you have reported the fault, our support team will gather all necessary information from you.

The following information will be required:

  • Serial Number and/or Company Name and/or Post Code
  • Contact Name
  • Contact Telephone Number
  • Contact Email Address
  • Detailed Description of Fault

We then enter this into our service management software and issue you with a call reference number. You will also receive an email notification confirming the call details.

The reference number is used throughout the case until the fault is resolved.


Should you need to speak to our team regarding an update, please quote this unique case reference so that we are able to assist you.

The call will be subject to call vetting, so depending on the reported problem you may receive a call from one of the vetting team engineers, this is intended to try and minimise any downtime on your device.

In the event that you do not receive a call from the vetting team, a technician will contact you to notify you that they have been assigned to your fault and their anticipated arrival time.

In the event that a part is required and is not carried by our engineer, a new call will be logged for a return visit and you will be contacted by our Support team to inform you of the date and time for the return visit.

When the call is complete, you will receive an email confirming the call closure details.

How do I place an order for toner?

Toner can be ordered by contacting the service desk via phone or email.

If requesting by email, please ensure that you provide all the required information as listed above along with a description of the toner needed.

How does your automatic toner replenishment service work?

We are also able to replenish your toner without the need for you to contact us. Instead, your toner requirements will be sent by your print device to our service support desk. Upon receipt, your toner order will be placed and dispatched within 3 working days, before the current unit expires.

The software is designed to detect when the toner has reached a threshold of 20% remaining in each cartridge, based upon the device usage.

For enquiries about adding automatic toner replenishment to your account, please contact our support team. This can be installed at no additional cost.

Can you help me relocate my printer/photocopier?

We offer a relocation service. If this is something you are interested in, please contact our support team and ask for the logistics department.

Following receipt of the location details, you will be provided with a quotation for the works required, which will include:

  • De-Installation of your equipment by one of our service engineers
  • Collection, transportation and delivery by a specialist carrier to the new location
  • Re-Installation of your equipment by one of our service engineers, which include full functional testing
  • If required, product training for any users at the new location can be provided.

“Within 5 minutes I received a call to update me. The representative was happy, polite and really helpful. 100% great customer service.’

Kayleigh Phipps | Refuel Global Brands
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Want to discuss the possibilities of our Customer Service Plan?

Complete the below form and let us know a bit about your business and what you need and a member of the team will be in touch as soon as possible.

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Mon – Fri 9am – 5pm


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