Contact Us : (758) 456-6500

Can’t I just call for a technician to come in?

A new administrative assistant has joined your printing production company and is responsible for ensuring that the equipment always has supplies and paper. One of the drums has depleted on your most used machine, so they decide to change it, using a pen to lift the switch, because they can’t comfortably hold it.

You walk up to find them using a pen to help remove the drum and accidentally scratching it. Now your prints are giving you grey lines on the pages. 

You don’t have an FSMA or Full-Service Maintenance Agreement; therefore, you ask them to call for a replacement drum and a technician to come to check and service the machine.

You’ve realized that you have to now PAY for a technician to come in to help rectify your issue, you now have to purchase a new drum cartridge to be back up and running, and it might take a few days before a technician can come in.

This has cost time, money and caused a dent in your companies workflow. You’re ready to sign that FSMA agreement, but first, let’s talk about what’s not covered.

What Is NOT Covered by an FSMA

While a regular Full-Service Maintenance Agreement (FSMA) covers all parts, labor, software, diagnostic licenses, and telephone support to help eliminate this headache of downtime for you, it does not cover

  • Routine user maintenance (such as cleaning the platen glass for smudges, wiping down the machine daily)
  • Customer Replaceable Consumables (such as toners & drums, UNLESS it’s an all in FSMA where NON-toner supplies are inclusive)
  • Customer abuse or blatant misuse. (such as using a pen or knife in the machine)

The Full-Service Maintenance Agreement (FSMA) is the most cost-effective way to ensure that your equipment purchased from J.E.Bergasse receives adjustments, repairs, and preventive care from JEB-certified personnel using authorized parts.

Without an FSMA support is available; however, you will need a billable service call, which includes paying for:

  • Labor: current rate/hr – $225.00 plus VAT per hour.
  • Travel: depending on zone.
  • Parts: dependent on what part needs to be replaced. Ordered when needed
  • Response Time: best effort, but always prioritized behind warranty and Service Agreement customers.

Next week we’ll break down the difference between a regular and an ALL in FSMA, as well as share some feedback from our existing FSMA customers o help you ensure that you’re making the right choice.

For more information, call (758) 456-6532, or visit our website here; and if you haven’t read our first post on what is an FSMA, click here!


How Can We Help You?

Contact Us

J.E. Bergasse & Company Ltd.
JEB Bldg., Vide Bouteille
P.O. Box 102
Castries, St. Lucia 00124


Tel: 758-456-6500 | Fax: 758-456-6508
E-mail: or
Opening Hours: 8:30AM to 4:00PM
(Monday through Friday)

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