Frequently Asked Questions

Everything you need to know about our repair and maintenance services.

General Questions

We are based in Dar es Salaam and offer on-site service throughout the city. For clients in other regions of Tanzania, we offer two options

  1. ship your machine to our Dar workshop for repair and we’ll ship it back, or
  2. For institutions with multiple machines or branches, our technicians can travel to your location.
  • Printers
    laser, inkjet, multifunction
  • copiers
    digital and analog
  •  plotters/wide-format printers
  • scanners,

We focus exclusively on office equipment repair and maintenance.

HP, Canon, Epson, Brother, Samsung, Kyocera, Ricoh, Xerox, Lexmark, Panasonic, Sharp, Toshiba, and most other major brands.

Service & Pricing

Costs vary depending on the fault and required parts. We always inspect the machine first and provide a transparent, itemized quote before starting any work. Labor is charged based on complexity; parts are priced affordably thanks to our direct supplier relationships.

For established businesses and institutions, payment is typically made after work completion via invoice. For new or unestablished clients, we may request a deposit upfront to cover parts and labor costs. This protects both parties.

If we inspect your machine and determine that it cannot be repaired (or that repair is not economically viable), we will not charge repair labor. For upcountry visits where a technician has traveled to your location, we request reimbursement of travel costs incurred.

SLA vs Ad-Hoc

Ad-hoc means you call us when something breaks — pay per repair. SLA (Service Level Agreement) is an annual contract where we provide scheduled preventive maintenance, priority response, and discounted rates. SLAs are ideal for organizations with multiple machines

If you have 5 or more machines, an SLA is almost always more cost-effective. It prevents breakdowns through maintenance, offers priority service, and locks in predictable costs. For 1–2 machines, ad-hoc may be more suitable.

Yes. Many of our SLA clients started with ad-hoc repairs and upgraded once they saw the value of preventive maintenance.

Warranty & Guarantees

Yes. All replacement parts carry a 1-year warranty. Consumables (toners, drums that wear with use) are not covered by warranty as they are designed to be consumed.

If a repaired issue recurs within the warranty period, we will re-inspect and re-repair at no additional labor cost. If the issue is caused by a different fault, a new quote will be provided

Upcountry & Logistics

For 1–2 machines, carefully package and ship them to our Dar workshop. We repair, test, and ship back. For institutions with multiple machines or branches across Tanzania, we arrange technician travel to your site.

The client is responsible for shipping costs to our workshop. We cover return shipping for SLA clients; ad-hoc clients cover both ways.

Typically 3–5 business days from receipt of the machine, plus shipping time. We communicate timelines clearly once we diagnose the fault.

Emergency Service

Yes, for SLA clients and premium ad-hoc requests. Same-day service is prioritized based on urgency and location. An additional emergency fee may apply for non-SLA clients.

Complete machine failure before critical deadlines, multiple machine failures affecting office operations, or breakdowns of equipment essential to client service delivery

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What clients says about us

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San Diego, CA

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