Your Service Agreement Explained

What Is a Service Agreement (and Why It Matters)?

When you partner with KISS Professional Solutions, your service agreement is there to make one thing simple: Ensure your printing just works.

A service agreement isn’t about fine print or hidden rules. It’s about peace of mind – knowing your equipment is supported, maintained, and looked after for the life of your device.

Here’s what that really means for you.

What Is a KISS Service Agreement?

A KISS Full Service and Maintenance Agreement (often called a FSMA) is an ongoing support plan for your printing equipment.
From the day your machine is installed, the agreement ensures:

  • Your device is serviced by expert technicians when needed
  • Essential parts and toner are supplied
  • Breakdowns are handled quickly
  • Costs are predictable and transparent

What this means for the customer? Minimal downtime, no surprises and better value over time.

What’s Included in a KISS Service Agreement?

If something goes wrong, simply contact us (by phone, email or our chatbot and we’ll organise service or repairs. No chasing multiple providers — KISS handles it.

Your agreement covers:

  • Onsite service technicians
  • Remote support
  • All parts
  • Toner and waste-toner boxes

These are all built into your cost-per-copy pricing.

If the manufacturer releases mandatory upgrades or modifications, we take care of them at no extra cost.

We’ll train your team on how to use the equipment correctly — helping you get the best performance and avoid unnecessary issues.

What’s NOT included in a KISS Full Service & Maintenance Agreement?


The following items are not included in a KISS FSMA

  • Staples
  • The relocation of devices (if required, this can be organized at an additional fee)
  • The resolution of issues that are NOT related to the performance of the photocopier (such as IT network performance)
  • Paper

What We Ask From You

To keep everything running smoothly, there are a few shared responsibilities:

✔ Meter Readings

Invoices are issued monthly and – to make sure they are accurate – meter readings from the device are required. This is easily done by remote monitoring software (which reads the meters and also tells us when consumables are required).

If this software becomes disconnected, we need to ask customers to submit their meter reads (by phone, email or Chatbot) by the 19th day of each month

✔ Correct Use of Equipment

Using the machine as intended (and with recommended supplies) helps avoid damage and downtime.

If damage occurs due to misuse, incorrect materials, or unauthorised repairs, those repairs may fall outside the agreement.

✔ Payments

Invoices are payable within 7 days and processed using the convenience of Direct Debit which allows:

  • Automatic, on-time payments
  • Less administration
  • Clear records

Customers who elect not to use Direct Debit will be charged a small manual processing fee.

Installation & Network Setup — What to Expect

When your equipment is installed, KISS will:

  • Install and configure drivers on up to six workstations or servers
  • Set up printing, scanning, and faxing (where applicable)
  • Test everything to ensure it’s working correctly

To avoid delays:

  • An IT representative should be available on installation day
  • Network credentials need to be ready

Any additional IT support required on your side is the customer’s responsibility.

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How Long Does the Agreement Last?

Your KISS FSMA:

  • Starts from installation
  • Continues until either party gives 60 days’ written notice

This flexibility means the agreement support your organisation as it grows.

Finance Agreements — A Quick Overview

If your equipment is financed rather than purchased outright:

  • KISS remains the owner of the equipment
  • You pay a monthly finance fee (separate to the per page usage charges)
  • At the end of the term, you can return the equipment, extend the agreement, or upgrade
  • Clear notice periods apply, and we’ll always explain your options ahead of time.

The Big Picture: Why This Agreement Exists

At its core, a KISS Full Service and Maintenance Agreement is about:

  • Reliability — your machines are maintained properly
  • Predictability — no surprise repair bills
  • Support — real people, real help when you need it

We believe printing should be the easiest part of your workday — and this agreement is how we make that happen.

If you ever have questions about your specific agreement, our team is always happy to walk you through it.

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Have any questions or want to explore how this applies to your situation, our team is happy to help.

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