Managed Print Terms and Conditions 

These Managed Print Terms apply to all Customers receiving Managed Print services under a Wolfe Systems’ or TonerPrint Managed Print Plan.  

These terms form part of the Service Agreement and are governed by Wolfe Systems’ General Terms and Conditions and Privacy Policy. 

 

1. Plan Feature Terms 

The following features may be included in your Managed Technology service depending on your selected plan. These features define the specific inclusions, tools, and methods Wolfe Systems may use to deliver services. Not all features are available in all plans. 

2. Managed Print Plans 

Wolfe Systems Managed Print Plans define print quotas, included services, consumables, support entitlements, and applicable overage charges. 

Wolfe Systems reserves the right, at its discretion, to upgrade the Customer to a higher plan tier where the Customer exceeds their included quota for three (3) consecutive months. This upgrade may be applied retrospectively or prospectively at Wolfe Systems’ discretion. 

Customers may request plan changes, including upgrades or reductions, with a minimum of 30 days’ notice. Changes must be submitted in writing and are subject to Wolfe Systems’ approval. 

Approved changes will only take effect at the start of the next billing cycle and cannot be applied retrospectively. Wolfe Systems may decline requests that materially impact operational viability, resourcing, or provisioning requirements. 

Quotas are reset monthly and are non-transferable or cumulative. 

 

3. Consumable Management 

A core component of Wolfe Systems’ Managed Print service is the supply of replacement consumables for the customer to ensure continued operation.  

Consumables are dispatched when considered “running low” based on Wolfe Systems’ monitoring and print volume trend analysis, not solely in response to device-generated warnings. A toner warning from a low-usage device may not trigger dispatch, while higher-usage patterns may prompt earlier fulfilment. 

Wolfe Systems will endeavour to deliver replacement consumables in a timely manner based on logistical, operational, and supplier availability. Delivery timelines are not guaranteed and may vary by location or supply chain constraints. 

Customers with sufficiently high usage levels may receive multiple consumables for a given printer, where usage volume justifies it. Customers with lower print volumes will typically receive one replacement unit per consumable type to ensure fairness and stock management efficiency. 

Customers must 

• Replace consumables only when genuinely depleted 

• Notify Wolfe Systems if errors or premature depletion alerts appear 

• Avoid stockpiling or unauthorised use in non-managed devices 

Where consumables are replaced early or improperly, Wolfe Systems may charge for remaining yield.  

Upon service termination, Wolfe Systems will invoice for all unused consumables in the Customer’s possession, excluding sample units bundled with devices. 

 

4. Customer Replacement Responsibility 

The Customer is responsible for replacing consumables only when they are genuinely required, based on printer status and Wolfe Systems’ usage monitoring. 

Replacement prior to actual depletion (e.g. in response to early printer warnings or without confirmed need) may result in Wolfe Systems charging the Customer for the estimated remaining consumable value. 

Wolfe Systems reserves the right to assess premature consumable replacement and apply a discretionary charge to recover wastage or excess use of stock. 

 

5. Service Limitations and Technician Attendance 

Service visits for faults caused by customer misuse, environmental damage, vandalism, power surges, or third-party interference may be subject to a callout fee and billed at Wolfe Systems’ prevailing labour rates. 

If a plan includes ‘unlimited onsite support’, this applies only where the fault is not attributable to Customer misuse or external damage. 

Wolfe Systems may waive callout fees in good faith, but such waivers do not constitute a precedent or entitlement. 

Wolfe Systems Engineers operate across multiple customer environments and may not be immediately available at the time of request. Customers will not be assigned a dedicated technician unless explicitly agreed in writing. Support delivery is prioritised by issue severity and contractual entitlement. 

Customers must ensure safe physical access to print devices during business hours. Technicians will not be dispatched to inaccessible or hazardous locations. Customers are also required to notify Wolfe Systems in advance of any changes to device placement or operating environment. 

 

6. Monitoring Agent and Transparency 

The Customer must install and maintain Wolfe Systems’ authorised monitoring agent software. It enables: 

• Print volume tracking 

• Proactive toner dispatch 

• Maintenance alerts and fault diagnosis 

Technicians will support setup and testing. Failure to comply may result in billing at the maximum plan rate due to lack of usage transparency. 

Tampering with or disabling the agent may result in: 

• Overages being billed at maximum estimated usage 

• Suspension of automatic dispatch 

• Withholding of support until the agent is restored 

Some alerts may not trigger immediate action if they fall outside the Customer’s service hours or are not covered by the selected plan. 

The Customer must maintain stable power and network connectivity for the Monitoring Agent to function effectively. Disabling scan-to-email services, altering device configurations, or replacing the agent host system without notification may result in service limitations or billing based on assumed maximum usage. 

 

7. Right to Adjust Plans, Pricing and Inclusions 

Wolfe Systems reserves the right to: 

• Adjust pricing, overage rates, or plan structure with 30 days’ notice, 

• Apply machine-specific adjustments due to age, maintenance cost, or supplier changes.

8. Support Inclusions

Support features are provided per the selected plan tier. Refer to the plan summary for applicability. 

 

8.1 Unlimited Remote Support

Troubleshooting and technical assistance during business hours via phone, email or remote tools. 

 

8.2 24/7 Monitoring 

Enables proactive management of device health, toner levels, and usage. 

 

8.3 Yearly Onsite Service 

A single annual preventative maintenance visit including cleaning, inspection, firmware update checks, test print diagnostics, and service recommendations. Physical repairs outside the yearly service may be chargeable. 

Adhoc service calls can also be scheduled under applicable plans, providing flexibility for unplanned maintenance needs.  Additional Onsite Service Calls may be included per your applied plan, or may be charged at the standard Onsite Rate at the time of appointment. 

 

9. Plan Feature Definitions 

 

9.1 Print Quota Behaviour 

Each Managed Print Plan includes a fixed quota of mono and/or colour pages per month. 

• Quotas are not transferable between months (i.e. they do not roll over). 

• Quotas are not pooled across devices unless explicitly stated. 

• Pages are counted based on the device’s internal reporting and Wolfe Systems’ monitoring. 

Overage charges apply to any pages printed above the included quota within a billing cycle. Customers are responsible for managing their usage to stay within plan limits or upgrading as appropriate. 

 

9.2 Page Yield and Coverage 

Wolfe Systems calculates print volume based on standardised yield measurements. One page is defined as a single-sided A4 sheet printed at approximately 5% toner coverage, in alignment with ISO standards (ISO/IEC 19752 for black & white and ISO/IEC 19798 for colour). 

This definition is consistent with how printer manufacturers rate consumable life. 

Customers whose printed pages significantly exceed these coverage norms (e.g. heavy graphics, full-page colour, or photo printing) may consume toner more rapidly. Wolfe Systems does not pro-rate or adjust quotas based on print density unless otherwise agreed in writing. 

 

9.3 License Management 

Wolfe Systems will manage the activation, renewal, and configuration of licences linked to the print environment, such as secure print features, scanning modules, or third-party integrations. 

This ensures consistent availability of advanced features and avoids disruption due to expiry or misconfiguration. Applies where compatible licensing is included in the Customer’s selected plan. 

 

9.4 Asset Management 

Each printer or multifunction device will be tagged and tracked in Wolfe Systems’ asset database. This includes: 

• Model and serial number, 

• Deployment location, 

• Warranty/ownership status, 

• Service and consumables history. 

Asset Management enables fast identification during service, ensures lifecycle visibility, and supports audit/replacement planning. This function is core to all service plans and underpins hardware accountability. 

These reports can be issued on request to assist with asset management requirements. 

 

9.5 Monitoring Agent 

A lightweight software component installed on a workstation or server at the Customer’s site, used to collect device health, usage, and toner level data in real-time. 

This allows Wolfe Systems to: 

• Monitor toner depletion to proactively dispatch consumables, 

• Track print volumes for quota/overage calculation, 

• Log errors and alerts to pre-empt downtime. 

Failure to maintain a functioning Monitoring Agent limits Wolfe Systems’ ability to deliver proactive service and may result in billing escalation per clause 5.  

 

9.6 Firmware Management 

Wolfe Systems will ensure eligible printers are updated with the latest firmware provided by the device manufacturer. This includes: 

• Security patches, 

• Bug fixes, 

• Feature stability enhancements. 

Firmware updates may be scheduled during off-peak hours with Customer consultation. Ensures printers remain compliant, secure, and functionally reliable. 

 

9.7 SMTP Email 

A Wolfe-hosted SMTP email relay is provided for scan-to-email configuration. This service: 

• Eliminates dependency on the Customer’s internal mail server, 

• Simplifies setup for multifunction devices, and 

• Enables reliable delivery of scanned documents. 

This avoids common issues with blocked or unauthenticated scan attempts. Included where supported by device model and plan. 

 

9.8 Secure Print 

Secure Print enables user-authenticated release of print jobs at the device. Jobs are held in a secure queue until the user logs in or taps an ID card to release them. 

This function enhances: 

• Document confidentiality in shared environments, 

• Compliance with privacy obligations, 

• Waste reduction by preventing forgotten print jobs. 
  Requires compatible hardware and user authentication method (PIN, AD login, or proximity card). 

9.9 SharePoint Integration 

Where supported, Wolfe Systems will assist with configuring scan-to-SharePoint Online destinations. This may include: 

• Linking scan buttons to document libraries, 

• Setting metadata fields, 

• Testing authentication and delivery. 

The Customer must have an existing Microsoft 365 tenant with SharePoint Online. This supports structured digital filing and improved document workflows. 

 

9.10 Workflow Discovery 

A consultative session led by Wolfe Systems to review the Customer’s current scan/print/retrieval processes and identify opportunities for automation, standardisation, or simplification. 

This may include: 

• Identifying bottlenecks in document handling, 

• Proposing routing rules, naming conventions, or approvals, 

• Recommending third-party tools or M365 features (Power Automate, Forms). 

The consultation is included in specified plans. Implementation of recommendations may incur additional cost unless explicitly included. 

 

9.11 Client Portal Access 

Authorised Customer users may access Wolfe Systems’ service portal, where available. Features may include: 

• Viewing current and historical print volumes, 

• Accessing invoices and service history, 

• Logging support tickets or toner requests. 

Portal functionality may vary by account configuration. Intended to empower Customer-side visibility and reduce service friction. Should Portal Access be unavailable, Authorised Customer users may request a report with the required details. Processing this report may be chargeable but will be discussed prior to proceeding. 

 

10. Print Abuse & Excessive Usage 

Where Wolfe Systems identifies excessive toner usage or non-business printing, we reserve the right to: 

• Reassess overage rates or quotas, 

• Recommend a plan change, 

• Apply an adjustment fee. 

Customers will be notified in writing before any changes. 

 

11. Consumables, Invoicing & Responsibility on Termination 

Wolfe Systems supplies consumables (excluding staples and paper) as part of the applicable plan. Toners provided with the printer at deployment are sample units and not billed separately. 
On termination of the Service, Wolfe Systems will issue a final invoice for: 

• All consumables present in the machine at time of return, and 

• Any unused stock held by the Customer. 

This reflects the fact that consumables are supplied in advance and at Wolfe Systems’ cost, forming part of the overall service value delivered to the Customer. 

If the Customer installs third-party or non-genuine consumables without Wolfe Systems’ prior written approval, Wolfe Systems reserves the right to: 

• Terminate the service with ninety (90) days’ notice, and/or 

• Continue billing under the terms of the Agreement, regardless of actual usage or machine condition. 

 

12. Hardware Warranty 

Devices supplied under Managed Print include the manufacturer’s warranty. Wolfe Systems will assist with warranty claims. For purchased devices, warranty is provided by the manufacturer unless extended warranty was separately arranged. 

13. Privacy and Data Security 

All data handled by multifunction devices is subject to Wolfe Systems’ Privacy Policy which is available on the wolfesystems.com.au website. Wolfe Systems handles any data transmitted through monitored devices in accordance with its Privacy Policy. 

Wolfe Systems is not responsible for documents stored on printers, user PCs, shared folders, or scan-to-email workflows once they exit the device. 

The Customer is responsible for applying security controls that align with best practice, including but not limited to: 

• Implementing secure print settings (e.g. PIN release) 

• Maintaining appropriate device passwords or user policies 

• Preventing unauthorised scan or fax usage 

• Notifying Wolfe Systems of suspected misuse or security compromise 

14. General Provisions 

These terms are part of the Customer’s Service Agreement. Wolfe Systems will endeavour to issue notice of any updates but may make amendments without explicit notice. Updates reflect changes in commercial, technical, vendor, or legal requirements. 

 

15. Definitions 

For the purposes of these Managed Print Terms, the following definitions apply: 

Managed Print means a Wolfe Systems service model encompassing supply, support, monitoring, and maintenance of print hardware and consumables under a subscription model. 

Consumables means all replaceable components required for ongoing printer operation including, but not limited to, toner cartridges, drums, fuser units, waste toner bottles, and transfer belts. Consumables do not include paper or staples unless explicitly stated. 

Monitoring Agent means the software installed by Wolfe Systems on a Customer network or workstation that tracks toner levels, printer health, print volumes, and error conditions. It enables proactive dispatch and service automation. 

Dispatch Lead Time means the expected delivery window for consumables, subject to freight, supplier availability, and local conditions. Wolfe Systems endeavours to deliver before the consumable reaches depletion, but timing is not guaranteed. 

Business Hours means 9:00 AM – 5:00 PM AWST, Monday to Friday, excluding public holidays. Support requests outside of these hours may be deferred or incur additional charges, depending on the Customer’s plan. 

Excess Usage means a usage level significantly beyond expected print volume for the device or plan tier, which may result in adjusted billing or plan recommendations. 

Sample Unit means the initial toner or consumable supplied with a new device by the manufacturer. These units are typically lower-capacity and not indicative of standard yield performance. 

Print Quota means the monthly allowance of black and white and/or colour pages included in the Customer’s Managed Print Plan. Unused quotas do not carry forward. 

Overage means any print activity exceeding the defined quota within a monthly billing cycle, charged at the applicable per-page rate for the plan. 

Plan means the specific Managed Print service plan selected by the Customer (e.g., Gold, Platinum, Enterprise), which defines quota, included services, and applicable rates. 

Service Callout means a technician dispatch initiated in response to a fault or performance issue with the printer, either onsite or via remote diagnosis. 

Yearly Onsite Service means a preventative maintenance visit included annually in some service plans. It covers inspection, internal cleaning, diagnostics, and firmware verification. 

Support Hours means the standard operating hours during which remote or phone support is provided. These are defined per the Customer’s selected plan. 

Early Replacement means the act of replacing a consumable that has not yet reached a critical usage threshold or confirmed depletion status. Early replacements may incur charges if determined to be unnecessary. 

Secure Print means a feature that holds a print job until a user authenticates at the device (via PIN, card, or login) to release it, enhancing document confidentiality. 

SMTP Relay means an outbound email gateway provided by Wolfe Systems to support scan-to-email functionality when internal mail systems are not available or suitable. 

A Page is defined as a single-sided A4 document printed at or below 5% toner coverage, in accordance with ISO/IEC 19752 (mono) and ISO/IEC 19798 (colour) standards.