When you start the journey of finding the right Managed Print Services (MPS) vendor, it can quickly feel overwhelming. Many providers promise cost savings, improved efficiency, and reduced headaches—but not all managed print contracts are created equal.
To make a smart, confident decision, it’s critical to understand what’s truly included in a vendor’s offering and where hidden costs or limitations may exist. In this guide, we break down 13 essential questions you should ask any managed print vendor before signing a contract, so you can be sure they’re the right fit for your business, both now and in the long term.
1. Does the cost-per-image include unlimited supplies?
Ask whether the cost-per-page (or cost-per-image) includes all toner and consumables for the life of the contract. Some vendors only include toner based on manufacturer yield estimates, which can leave you paying extra if real-world usage exceeds those projections.
What to look for: True unlimited supplies with no yield-based fine print.
2. Is staff training included for the entire contract term?
Your team needs to know how to use the devices effectively not just on install day, but as employees change and workflows evolve.
What to look for: Unlimited training provided by a dedicated client manager at installation and throughout the contract.
3. Are there additional charges like fuel or service surcharges?
Some vendors add fees later for fuel, travel, or other service-related costs.
What to look for: Transparent pricing with no surprise surcharges during the contract term.
4. Are there fees for service calls or toner orders?
Believe it or not, some contracts charge for phone calls, service requests, or even placing toner orders.
What to look for: No fees for routine service calls or supply requests.
5. Is shipping or freight charged for toner and supplies?
Shipping costs can quietly add up over time.
What to look for: All toner and supply shipping included at no extra cost.
6. Are OEM consumables used—or generic equivalents?
The quality and reliability of your devices can depend heavily on the consumables used.
What to look for: OEM (Original Equipment Manufacturer) toner and parts, not generic equivalents that may impact performance or longevity.
7. Is scanning charged per page?
While copying and printing are often billed per page, scanning should not always fall into the same category.
What to look for: No per-page scanning fees, allowing teams to digitize documents freely.
8. Does the vendor include remote diagnostics and monitoring?
Proactive monitoring helps catch issues before they cause downtime.
What to look for: Remote diagnostics, automated meter readings, service alerts, and usage trend monitoring included at no charge.
9. Are firmware and hardware updates included?
Keeping devices secure and up to date is critical for performance and cybersecurity.
What to look for: All manufacturer firmware and hardware updates included throughout the contract.
10. Is there an easy online portal for service and supplies?
Convenience matters—especially for busy IT teams and office managers.
What to look for: Simple online tools for placing service calls, ordering toner, and managing office supplies.
11. Is online training or tutorial software available?
IT teams often lose valuable time answering basic device questions.
What to look for: On-demand online tutorials or training software that acts as a self-service help desk.
12. Is there a lifetime replacement guarantee?
Hardware failures happen but they shouldn’t derail your business or your budget.
What to look for: A lifetime replacement guarantee that ensures peace of mind for the entire contract term.
13. Does the vendor provide ongoing client reviews?
Managed print should be a partnership, not a “set it and forget it” service.
What to look for: Automatic client reviews after the first 90 days and annually thereafter to ensure all expectations, goals, and promises are being met.
Choose Transparency, Not Just Price
The right Managed Print Services provider will be upfront, transparent, and proactive focused on long-term value rather than short-term savings. Asking these questions helps you avoid hidden fees, unmet expectations, and unnecessary frustration down the road.
When evaluating vendors, remember: the best MPS partner isn’t just managing your printers, they’re helping your business run more efficiently.
Download our printable flyer with all 13 key questions and use it as a checklist when comparing Managed Print vendors.