August 11, 2015
Managed print services, like managed IT services, mean slightly different things at different companies. Not all providers offer the same set of services in the same way. But you don’t need to suddenly become an expert in my industry to be able to tell a good provider from one that’s cutting corners.
In this blog, I’ll offer an insider’s take on what to ask a potential provider before you partner with them, so that you can make good decisions quickly. But first, here’s a little bit of context on how the industry has changed over the past few years, and why the questions I’m suggesting might look different from what you might expect.
How Does Managed Print Services Work in 2026?
Back in the day, a printer broke, and you called your print provider, who sent a tech ASAP. If they needed a certain repair part to fix the issue, that meant another visit. Ten years ago, response time was everything! It’s still important, but the software that providers use has evolved. A provider that’s kept up with the times should be able to anticipate disruptions and dispatch a technician with the right part to fix your printer before you even know there’s a problem.
Print software is also capable of monitoring ink and toner levels in your equipment, which makes automated supply ordering possible. You can get the right supplies, right on time.
Quite frankly, if your provider isn’t offering predictive maintenance and automated supply ordering, that’s all you need to know. It means they haven’t kept up with the times, and you’re not going to get the smooth sailing that you would elsewhere.
How To Choose a Managed Print Service Provider: 5 Must-Ask Questions
Trying to make a decision about a provider? Here’s what I wish every IT person or business owner knew to ask:
1. How Are Your Technicians Incentivized?
It’s common practice in my industry for technicians to be paid more when they make more on-site visits. But now that you know how managed print services work now, you might spot the problem?
If a technician happens to see that your printer has another issue that’s going to cause a problem in, say, a month, what incentive do they have to fix it in the same visit? None.
I don’t have stats for you on this one. But anecdotally, I can tell you that clients of providers where techs are paid more for on-site visits tend to see more print disruptions. That’s why we pay our techs more when they can provide more uptime for our clients. Take it or leave it, but my two cents is that if you’re paying for fewer disruptions, but that’s not what you’re seeing, just like everything else in life, you should follow the money.
2. What Types of Support and Maintenance Are Included in Your Contract?
In any business relationship between a company and an external provider, there is going to be a list of responsibilities for each party. In this particular case, it is important to ask questions about the boundary between what printer support and maintenance is covered and what is not. Service level agreements are long (and they should be), but make sure you know what you’re getting into before you sign a contract.
Some providers might offer full-service coverage, others may offer free diagnosis but minimal coverage of repair issues, leaving you to resolve them yourself.
3. What Is Your Geographic Footprint?
Many companies view size as a determining factor in the process of selecting an external provider to work with. While some look at the size of a provider as a signal of success and reputation, it is also important to view the company's physical footprint and geographic reach in terms of its ability to respond to service requests.
For large companies with multiple locations in search of a provider, it is important to understand beforehand if that provider can successfully service multiple locations. The last thing you need is a major problem that a small managed print provider can’t tackle due to geographic limitations.
4. How Do I Know That You’re Following Best Practices?
Print security risks have skyrocketed, and companies have gotten burned by providers that didn’t decommission their equipment properly.
Thinking through all of the print devices at your location, can you say with 100% confidence that none of them still have default admin passwords active? Sure, you can go throughout your space and check them all, but I’m going to go out on a limb and guess that the reason you’re considering managed print is that you don’t have time for that kind of thing.
Pro tip: If your provider answers that they have achieved a SOC II Type 2 report for their managed print services, that’s good! That means an independent auditor has found that they’re consistently following current best practices for their clients.
5. Do You Have Customer Testimonials?
The best indicator of a print provider's success is the opinion of current customers. So, once all other questions have been asked and answered, request a list of customer testimonials to read over and consider.
The opinion of other customers provides better insight into the level of partnership you can expect. If possible, ask to talk to a customer who has maintained a relationship after successfully working through an issue to better understand their working relationship after the sale.
Have an MPS Provider You’re Not Happy With?
If you’re already stuck in a contract, I’m happy to take a look at it and see if we can get you unstuck. A good provider will probably provide you with the ability to get out if you’re not happy. But if that’s not your situation, we know what to look for in your SLA to help you get the wiggle room you need.
And if you’re curious, click the link below to get a quick quote on our MPS services.
