Short answer: a service contract should cover at least one preventative visit a year, labour on breakdowns, and a stated response time. Parts, consumables, descaling caused by no filtration and user damage are usually charged extra.
Short answer: a proper service contract covers scheduled preventative maintenance (usually one or two visits a year), labour for breakdown call outs, and a defined response time, normally quoted in working hours or working days. Parts, filters, gaskets, descaling caused by missing filtration and accidental damage are usually chargeable on top unless the contract says otherwise.
Read the response time carefully. Next working day and within 48 working hours are very different promises on a Friday afternoon. Ask what happens if the part is not on the van, and whether a loan machine is provided while yours is away.
Preventative work is the part that saves money. Group head gaskets, shower screens, water filters and milk circuit parts are wear items with predictable lifespans. A machine that is serviced on schedule rarely fails in service.
If your current agreement bundles service, coffee and machine finance into a single monthly figure, ask for it broken out. You cannot judge whether servicing is fair value until you can see what it costs.
Once a year for a low volume office machine, twice a year or more for a busy hospitality site. Volume, not the calendar, is the right trigger.
Typically consumables, descaling caused by unfiltered water, damage from misuse and out of hours attendance. Check each of those explicitly.
Work through a basic checklist first: power, water supply, filter status, group head cleanliness and error codes. A surprising share of call outs are solved in five minutes.
We are a coffee supplier and brand platform, not an engineering firm. Our contract review looks at what your service agreement actually commits you to, and we will say plainly if it is fair.
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