The support team is your first point of contact with regard to any service matter, available for any assistance and maintenance needs that arise within your company’s services. Equipped with comprehensive training on all our products, our team ensures you receive the best possible service.
We believe in treating all of our customers with the utmost respect and courtesy. We strive to deliver quality service, adhering to high standards of effectiveness, efficiency, and integrity as outlined in our print management customer service plan.
In just a few simple steps, we will be on our way to resolving any issues you may have with your printing system.
Quickly and easily manually order additional or replacement toner.
Take advantage of automatic toner replacement which works via your system and updates us when you’re running low. A replacement is already on its way before it gets empty.
Our team are able to collect your meter readings remotely. This means no more manual meter reading and guaranteed accurate billing with no estimated readings.
The Aurora team will, upon request, relocate your photocopier, either internally or externally.
Take a look at some of our frequently asked questions. Not listed? Get in touch and we will answer your query.
To report a fault on a print device, application or software product, please visit the dedicated client services area.
If you have any issues logging your fault, please contact us via phone or email between the hours 8:30am and 5:30pm, Monday to Friday.
Once you have reported the fault, our support team will gather all necessary information from you.
The following information will be required:
We then enter this into our service management software and issue you with a call reference number. You will also receive an email notification confirming the call details.
The reference number is used throughout the case until the fault is resolved.
Should you need to speak to our team regarding an update, please quote this unique case reference so that we are able to assist you.
The call will be subject to call vetting, so depending on the reported problem you may receive a call from one of the vetting team engineers, this is intended to try and minimise any downtime on your device.
In the event that you do not receive a call from the vetting team, a technician will contact you to notify you that they have been assigned to your fault and their anticipated arrival time.
In the event that a part is required and is not carried by our engineer, a new call will be logged for a return visit and you will be contacted by our Support team to inform you of the date and time for the return visit.
When the call is complete, you will receive an email confirming the call closure details.
Toner can be ordered by contacting the service desk via phone or email.
If requesting by email, please ensure that you provide all the required information as listed above along with a description of the toner needed.
We are also able to replenish your toner without the need for you to contact us. Instead, your toner requirements will be sent by your print device to our service support desk. Upon receipt, your toner order will be placed and dispatched within 3 working days, before the current unit expires.
The software is designed to detect when the toner has reached a threshold of 20% remaining in each cartridge, based upon the device usage.
For enquiries about adding automatic toner replenishment to your account, please contact our support team. This can be installed at no additional cost.
We offer a relocation service. If this is something you are interested in, please contact our support team and ask for the logistics department.
Following receipt of the location details, you will be provided with a quotation for the works required, which will include:
“Within 5 minutes I received a call to update me. The representative was happy, polite and really helpful. 100% great customer service.’
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Our operating hours are:
Mon – Fri 9am – 5pm