Equipment Service Level Agreements

Protect your investment

Equipment Service Level Agreements provides access to trained technicians with skills, experience, insight and ability to perform necessary maintenance to keep you up and running.

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Service Level Agreement (SLA) Equipment Maintenance and Support


SLA Coverage Attributes No SLA Standard SLA Performance SLA
On-Site Service Calls Billable Included *Within 4 business hours of designated areas guaranteed.
Technical Telephone and Remote Support. 8am-8pm Eastern Billable Included Included
Labor & Parts Billable Included Included
Preventative Maintenance.
   2 per calendar year
Billable Included Included
Replacement Print Heads
   Some exclusions apply
Billable Included Included
Satisfaction Guarantee
   Repair or replace
N/A Included Included
Guaranteed Response Time N/A N/A Included
Performance Penalties N/A N/A Included

*Within 8 business hours for supplemental areas GUARANTEED.
*Within 4 business hours for designated areas GUARANTEED.


Global Support

Customizable service options

Proven results

Mitigate business risk


Take advantage of our world-class expertise

Our certified service professionals can also provide:

  • Product installation and support.
  • Employee training.
  • Mailstream consulting.
  • Database maintenance.
  • On-site assistance during periods of high-production.

Select the ideal maintenance plan for your unique needs

Standard SLA includes all parts, labor, preventive maintenance and a satisfaction guarantee.

Performance SLA includes the Standard SLA plus

  • Guaranteed response times.
  • Application support.


Technical Support Overview:

  Channel Goal Notes
Call Icon By Phone Answer the Phone within 60 seconds Dial 844-256-6444
Chat Icon By Chat Respond to a live chat request within 30 seconds. Available Monday-Friday 8am and 8pm ET.
Distribute Icon Create A Case Representative response within 60 seconds Make your own support request online.




For information on service offerings and level of support,
download the Pitney Bowes Technical Support Overview.
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