A managed print service should simplify your life and reduce your costs. A poorly structured contract can do the opposite, locking you into expensive arrangements, surprising you with charges, and making it difficult to leave when things go wrong. This guide covers the most common contract pitfalls UK businesses encounter and how to protect yourself before you sign.

1. Vague Definitions of What's Included

The cost-per-page rate in a managed print contract should be all-inclusive for normal operation. But "normal" can mean different things to different providers. Before signing, get written clarity on what is and isn't included:

• Is toner included, or just maintenance?
• Are drums, fusers, and other consumable parts covered, or just toner cartridges?
• Is paper included, or is that separate?
• Is on-site engineer time covered, or is there a callout charge?

A contract that looks cheap on a headline CPP rate can become expensive once additional charges are added for items that a better contract would include.

2. No Guaranteed Response Times

Response time commitments should be written into the contract as enforceable service levels, not offered as a general indication. Ask specifically:

• What is the guaranteed response time for a device breakdown?
• Is that a remote response (call/email) or an on-site visit?
• What happens if the device cannot be repaired within a certain period, is a loan device provided?
• What are the remedies if SLAs are missed repeatedly?

Vague language like "we aim to respond within one working day" is not a service level, it's a statement of intent with no accountability attached.

3. Automatic Rollover Clauses

Many managed print contracts include an automatic renewal clause, if you don't give notice within a specific window (often 90-180 days before the end date), the contract rolls over for another full term. This is standard in the industry, but the window can be surprisingly long and the notice requirement buried in the small print.

Before signing:

• Note the contract end date and the required notice period in your diary now
• Check whether the rollover is for the same term or a shorter period
• Negotiate for a shorter notice window if the proposed one seems unreasonable

4. Minimum Volume Commitments

Some contracts include a minimum monthly page volume, meaning if you print less than a specified number of pages, you're charged as if you had. This is most problematic for businesses with seasonal variation or those that have introduced digital-first processes to reduce printing.

Ask the provider to show you how the minimum volume was calculated and whether it's based on your historical usage or a standard figure. If you're significantly reducing print as part of a sustainability or cost initiative, a minimum volume commitment works directly against that goal.

5. Price Escalation Clauses Without a Cap

Many contracts allow the provider to increase the cost-per-page rate annually, often linked to CPI or RPI inflation. This is reasonable. What's less reasonable is an uncapped escalation clause, for example, one that allows the rate to increase "in line with the provider's costs" without any ceiling.

Look for:

• A fixed annual escalation cap (e.g. no more than 5% per year)
• Clear definition of which index is used
• A right to exit if the increase exceeds the cap

6. Unclear Device Ownership and End-of-Contract Terms

At the end of a managed print contract, what happens to the devices? The answer depends on whether the contract includes a finance or lease element, and the terms aren't always obvious. Key questions:

• Who owns the devices during and after the contract?
• If devices are leased, what are the end-of-lease options, extend, purchase, return?
• Who is responsible for the cost of device collection at contract end?
• What is the process for data security on returned devices?

Ambiguity here can result in unexpected end-of-contract charges or devices being collected without adequate data sanitisation.

7. No Exit Provision for Poor Performance

A well-balanced contract gives you a route out if the provider consistently fails to meet their commitments. Without an exit clause tied to performance, you may find yourself stuck in a contract with a provider who has no incentive to improve.

Look for language that allows you to terminate (with or without penalty) if specified SLAs are missed over a defined period, for example, three consecutive months of response time failures. Reputable providers won't object to this; they're confident they'll meet their commitments.

Before You Sign

A quick checklist for any managed print contract review:

1. Read the full contract, not just the commercial summary
2. Identify and understand every additional charge beyond the CPP rate
3. Confirm SLAs are enforceable, not aspirational
4. Note the contract end date and notice period
5. Check for minimum volume commitments and escalation clauses
6. Clarify device ownership and end-of-contract terms
7. Confirm there is a performance-linked exit provision

Looking for a managed print contract that's straightforward and fair? future® Office provides transparent, plain-English contracts with no hidden charges. Request a proposal and see exactly what you'd be signing up to.

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