Xeretec Print
Support Services
Print support shouldn’t start when something breaks. Our proactive approach identifies issues earlier, reduces downtime and keeps your users productive.
Trusted by over 4,000 organisations
Print Challenges
Is Poor Print Support
Holding You Back?
When print support becomes reactive, the impact goes beyond the printer. Slow response times, recurring issues and limited visibility disrupt users, increase pressure on IT teams and create unnecessary downtime.
Common support challenges we see include:
Unexpected device downtime affecting productivity
Slow response and resolution times
IT teams spending valuable time managing print issues
Limited visibility into device health and performance
Managing multiple suppliers across mixed printer fleets
Reactive support that fixes problems instead of preventing them
The result? More downtime, increased pressure on your IT team and a poorer experience for your users.
What Our Customers Say About Our Service
Our customers rely on Xeretec to support everything from single-office environments to complex, multi-site and international print estates.
“When I look for a partner to work with, I look at an extension of my team and that’s something that Xeretec give me. I've worked with other vendors before, but with them you just get the out-of-hours service. I mean, working in the fashion industry, a lot of our stores are working at the weekend. I know I can call my account manager at a weekend.”
Brett Edwards
IT Manager
Expert Teams
Behind Every
Service Request
Keeping your print environment running takes more than one team.
Behind every support request is a network of specialists working together to minimise disruption and maximise uptime.
UK Service Desk
Our Level 1, 2 and 3 Service Desk provides expert support from first contact through to resolution. With proactive monitoring and remote diagnostics, our specialists identify and resolve many issues before an engineer visit is required.
Service Engineers & Analysts
When hands-on support is required, we combine the scale of Xerox’s nationwide engineering network with Xeretec’s own manufacturer-trained engineers and analysts. Together, we deliver responsive repairs, preventative maintenance, installations and technical expertise wherever you need it.
Logistics, Installation & Training
Our specialist team supports everything from nationwide device deployments to complex enterprise rollouts, ensuring equipment is delivered, installed, configured and users are fully trained from day one.
Dedicated Onsite Support
For larger organisations with complex print environments, our dedicated onsite engineers provide a proactive presence within your business. They help ensure the smooth running of your contract, resolve issues quickly and maintain high levels of uptime and user productivity.
Service Delivery & Customer Success
Dedicated specialists who manage day-to-day enquiries, coordinate service activity and provide a responsive, personalised experience for our key customers.
Proactive by Design
The best support combines specialist expertise with intelligent technology.
Through proactive monitoring, automation and remote diagnostics, we identify issues earlier, resolve problems faster and keep your users productive.
Prevent Disruption
Intelligent device monitoring continuously checks the health and performance of your print environment, helping identify potential issues before they impact users.
Resolve Issues Faster
Remote diagnostics and automated alerts help our specialists identify problems quickly and resolve many incidents without the need for an engineer visit.
Improve Visibility
Connected service technology provides real-time insight into device status, service activity and consumables, giving you greater control of your print environment.
Increase Productivity
By combining specialist expertise with smarter technology, we reduce downtime, minimise disruption and help your teams stay focused on their priorities.
Marino Keith, Technology Services Director
“Our job isn’t to fix printers. It’s to keep our customers’ print environments performing at their best.
That philosophy led us to establish one of the industry’s first dedicated Service Desks in 2006, because we believed organisations deserved more than reactive support.
Today, that same philosophy continues to shape our approach. By combining specialist expertise with intelligent monitoring, remote diagnostics and automation, we help prevent issues, reduce downtime and keep users productive.”
Service by
The Numbers
For over 35 years, we’ve helped organisations of every size manage and optimise their print environments across the UK, Ireland and beyond.
These numbers reflect the people, processes and performance behind the service our customers rely on every day.
CSAT scores of 89%+ across our Managed Device customers
We manage 34,000 assets, processing over 11,000 requests per month.
Two-thirds of our people are dedicated to supporting customers
Average response times: 20 seconds for telephone calls, 16 minutes for emails
Award-Winning Service
Our commitment to service excellence has been recognised through industry awards, reflecting the expertise, dedication and customer focus of our support teams.
Service Team of The Year
Our UK-based Helpdesk offers 1,2 and 3 levels operatives, on site engineers, and MPS team experts. The team were praised for working 24 x 7 with emergency support and their teamwork has led to consistent, high levels of customer care and service.
MPS Solution of the Year
Our MPS Award recognises our focus on innovation, delivering value, customer experience and first-class service with the provision of a large-scale, complex deployment into a 10 Hospital NHS Trust with one of the busiest and largest A&E departments in the UK during the pandemic.
Our Shortlists
Shortlisted for: Client Project of the Year (2023 & 2025), Service Team of the Year (2023 & 2025), Award for Innovation 2024, Award for Employee Experience 2024.
Support Without Boundaries
Whether you operate a small office environment or a complex global print estate, Xeretec provides a single point of accountability for your support requirements.
Mixed Print Fleets
Many organisations manage mixed printer environments. Alongside Xerox devices, we provide UK-wide break-fix and engineering support for non-Xerox printers, helping reduce supplier complexity and simplify estate management.
UK & IRL Coverage
With nationwide coverage across the UK and Ireland — including remote and hard-to-reach locations — our service operation delivers consistent support wherever your teams work.
International Support
Global support, locally coordinated. For international organisations, we coordinate support through trusted global partner networks, providing consistent service standards across locations.
Ready for a Better Support Partner?
Whether you’re reviewing an existing managed print contract or looking for a partner to take greater responsibility for your print environment, we’ll help you find the right approach.
FAQs
Find answers to common questions about our Print Support Services.
Our Print Support Services include helpdesk support, proactive monitoring, remote diagnostics, nationwide field engineering, preventative maintenance, installations and ongoing service management.
No. Alongside Xerox technology, we also provide nationwide break-fix support for many non-Xerox printer manufacturers, such as HP, Zebra, Canon, Ricoh, Epson and Lexmark - helping organisations simplify supplier management.
Yes. Our engineering and service teams support organisations throughout the UK and Ireland, with experience supporting international print estates where required.
Yes. Many service requests can be diagnosed and resolved remotely using intelligent monitoring and remote support technologies, reducing downtime and avoiding unnecessary engineer visits.
Absolutely. Our service operation supports organisations ranging from SMEs to enterprises managing thousands of devices across hundreds of locations.
Our proactive approach combines intelligent monitoring, experienced service specialists, nationwide engineering, dedicated account management and one of the UK's most comprehensive Xerox support operations. Rather than simply fixing problems, we work continuously to improve the performance, reliability and efficiency of your print environment.
Let’s Talk
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