Maintenance Policy


The supplier shall provide spare parts free of charge necessary to ensure the uninterrupted operation of the equipment except for consumables items like toner, drums, developers, fuser rollers, cleaning and seal blades and lamps. Supplier will provide a separate quotation for such items when they have reached/crossed manufacturer specified/rated life span and on approval of the quotation they will be replaced at customer’s premises or at supplier’s workshop.

Yield of Toner specified by manufacturer is based on 5% coverage for A4 printed matter and varies based on nature of copy/print matter. Should any other consumables item fail before manufacturers specified/rated life, the same will be replaced on pro-rata basis.

The contract shall cover cost of labor and transport; includes routine preventive maintenance visits (minimum 4 per annum for copier products and 3 for fax & multifunction products) and breakdown calls will be attended as and when called for.

The supplier will only undertake responsibility to service the said machine regularly and on understanding that genuine/original spare parts/consumables recommended by Business Matrix Systems Ltd are purchased from the supplier at the mutually agreed market rates. Should the customer purchase consumable items from unauthorized source, the supplier shall replace such items by charging 30% of the value of such consumable items as per official list price and continue providing service on “labour only basis”.

In the event of any breakdown, malfunction or damage to the equipment the customer shall notify the supplier by calling Customer Service on telephone, fax or by e-mail and obtain “call ticket number”. Supplier shall in the shortest time possible respond and repair the equipment by servicing or replacing spare parts to put the equipment in good working order. However, the supplier will not be responsible for replacement of spare parts to the said equipment in cases of negligence, willful damage by customer or damage due to power fluctuation or delay in procurement of quoted consumable item which are overdue.

Payment for contract and payment for the accessories and consumable items provided during the contract period shall become due and payable not later than 30days after the date of the invoice. Should the customer fall in arrears with any one payment on the due date or commit any breach of any condition within this contract the Supplier shall have the right to withdraw any further service, spare parts delivery obligations and to cancel the agreement without giving notice to the customer.

The company shall be entitled at any time during the existence of the contract to transfer or assign of its right or obligations to any third party.

This contract terms will commence on the first day of the following month of installation of the equipment or on the first day of the month of signing the agreement, if signed a month after the month of installation and will continue for the period of 12 months and automatically be renewed thereafter on its anniversary. The agreement may only be terminated by a minimum period of 1 months’ notice in writing given by one party to the other.