PRINTER SUPPORT
When the printer stops working, your team should not be stuck.
We handle the day-to-day printer support; our print-fleet partner handles the hardware and the toner.
Drivers, queues, network connectivity, scan workflows, and printer security live with us. Hardware sales, lease contracts, warranty service, mechanical repair, and consumable supply live with our trusted print-fleet partner. One IT helpdesk for the day-to-day, one specialist for the hardware, no markup on either side.
- Day-to-day issues handled by our IT helpdesk
- Hardware and toner handled by a trusted partner
- No hardware markup, no consumable margin
Printers are the office equipment everyone forgets about until the moment one of them fails. Then it is the most important thing in the building, and the question is who picks up the phone. Most businesses have one of two bad answers: a managed services provider that punts every printer ticket to “call the printer vendor,” or a printer vendor that punts every connectivity issue back to “call your IT team.” Netsafe Solutions runs the IT side of the print fleet directly. Our long-standing print-fleet partner handles the hardware and consumables. Both sides talk to each other; you talk to one or the other depending on what is broken.
Two specialties, one accountability point.
Effective printer support sits at the intersection of two skill sets that rarely live in the same place. The IT side is software: drivers, network connectivity, print queues, scan-to-cloud workflows, document rendering, and the security configuration that keeps a printer from being an attack vector on the network. The hardware side is mechanical: sales, leases, paper paths, fusers, drums, toner contracts, and the warranty service that goes with them. The right setup is to have a specialist on each side and a relationship between them that means the customer does not have to play traffic cop.
Netsafe Solutions does the IT side. The same helpdesk that runs the rest of your technology runs your printer support; tickets land in the same queue, technicians use the same tools, and the resolution is documented in the same ticketing system. Our long-standing print-fleet partner does the hardware side. We coordinate directly with them when a ticket needs to cross the line; you do not have to broker the handoff.
The result is an end-user experience that looks like one team. Behind the scenes, there are two specialists, each doing the work they do best.
What we cover on the IT side.
Four areas of printer support where the printer touches the network or the user, all of which live with us. Hardware-side work runs through the partner.
Day-to-day user-facing support
“Cannot print” tickets land in the same helpdesk as everything else. Driver issues, queue stuck, printer offline, scan destination broken, PDF rendering wrong, cloud-storage scan-target authentication expired, multi-function printer login problem. Triaged and resolved by the same technicians who handle the rest of your support tickets.
Print deployments and migration projects
New printer rollouts, fleet refreshes, office moves, and print-server cutovers handled as project work. Driver deployment across endpoints, scan-to-folder and scan-to-email workflow configuration, scan-to-cloud (OneDrive, SharePoint, Dropbox) integration, and old-printer decommissioning. Every printer in the new environment verified before sign-off.
Vendor coordination and procurement support
When a hardware purchase, lease decision, or warranty service call needs to happen, we coordinate with the print-fleet partner directly. You tell us what you need and we run the back-and-forth. New equipment quoted, leases compared, warranty service scheduled, and the right specialist on the line for the right question, without the customer brokering it.
Print server and security management
Print server administration, Universal Print rollouts where Microsoft 365 supports it, scan workflow management, and printer security hardening (default credentials changed, firmware patched, internal-network exposure limited). Printers are connected devices on your network; they get configured to a security baseline like everything else.
Where does this ticket go?
A short list of common printer support requests and which side handles them. The customer-facing answer in either case is “open a ticket with us.” Knowing where the work actually happens behind the scenes helps set expectations on resolution time.
From the user side, the answer is the same in every case: open a ticket with our helpdesk. We route the work to the right specialist. The dual-team coordination is invisible by design.
How printer support is priced.
IT-side printer support is included in our managed services engagements at no separate per-printer charge. Project work and fleet refreshes are scoped as separate engagements. Hardware and consumables are billed by the print-fleet partner directly.
For active managed services clients, all day-to-day printer tickets are covered under the existing managed engagement. No per-printer surcharge, no per-ticket billing on printer issues. Tickets land in the same helpdesk as the rest of your support and are resolved on the same response-time service level.
New printer rollouts, fleet refreshes, office moves, and print-server cutovers scoped as project work. Fixed-fee per project, quoted in writing before any work begins. Hardware sourcing handled through the print-fleet partner; project labor on the IT side is what we quote.
Printer purchases, leases, warranty service, mechanical repair, and toner supply are billed directly by the print-fleet partner. No markup from us on either the hardware or the consumables. We coordinate the relationship, but the partner bills the partner work.
Day-to-day printer support is also available as a standalone engagement for businesses not pursuing full managed services. Quoted per printer per month or as a small monthly retainer depending on fleet size.
Why this model works.
Two specialists is the right answer for printer support; one accountability point is the right answer for the customer. The combination is the design.
The right specialist on each side
Printer technicians who work on hardware every day are different from IT technicians who work on networks every day. Most managed services providers do one well and improvise on the other. The dual-specialist model means each side is staffed by people who actually do that kind of work all day.
No hardware markup on our invoice
We do not sell printers, we do not stock toner, and we do not mark up consumables on the way to you. The print-fleet partner bills you directly for hardware and supplies at their actual rate. The only thing we bill on is our IT-side labor, which is the work we are actually doing. The customer sees both lines but they are honest.
One ticket queue, one helpdesk
From the user side, the experience is the same as any other IT issue. Email, phone, or our portal opens a ticket with the helpdesk. We triage, resolve directly, or coordinate with the print-fleet partner. The customer does not have to know where to call; the routing happens behind the scenes.
Printers treated as connected devices
A modern multifunction printer is a small computer with hard drive storage, network exposure, and default credentials that often never get changed. We treat printers as part of the network security baseline: firmware patched, default credentials replaced, exposure limited to the internal network, and audit logging captured where the device supports it.
Frequently asked questions.
Does Netsafe sell printers or toner?
No. Hardware purchases, leases, and consumables (toner, ink, paper, parts) are handled by our print-fleet partner. Netsafe Solutions handles the IT side: day-to-day support, deployment project management, scan workflow configuration, and printer security. You get one accountable contact for the whole fleet without us marking up the hardware or the consumables.
What kinds of printers do you support?
Office multifunction printers from HP, Canon, Xerox, Konica Minolta, Sharp, Ricoh, Lexmark, and Brother, plus desktop laser and inkjet units, label printers (Zebra, DYMO, Brother), and receipt or check printers. Windows and macOS print drivers, network printing through print server roles or Microsoft Universal Print, and direct cable-attached connections where they make sense.
How does day-to-day support actually work?
When a user cannot print, scan, or connect to a printer, they open a ticket with our helpdesk the same way they would for any other IT issue: email, phone, or the portal. A technician triages: driver issue, queue stuck, network connectivity, scan destination, cloud-storage authentication, document rendering. If the issue is hardware (jams that will not clear, fuser failure, drum errors), we hand off to the print-fleet partner for warranty service or repair, with the ticket staying open on our side until resolution.
Can you help during an office move or fleet refresh?
Yes. Printer deployments and migrations are project work we do regularly. We coordinate with the print-fleet partner on hardware sourcing, schedule the install with your team and movers, deploy print drivers across all endpoints, configure scan workflows, retire old units, and verify every printer in the new environment before project sign-off. One project quote covering both sides.
What about printer security?
Modern multifunction printers are connected devices with embedded storage, network exposure, and default administrative credentials that often never get changed. We bring printers under the same security baseline as the rest of the environment: default credentials replaced, firmware patched on a documented cadence, network exposure limited to the internal network, and any cloud connections (scan-to-cloud, fax-to-email) configured against current authentication standards. For tenants standardizing on cloud printing, we deploy Microsoft Universal Print as part of the printer support baseline so devices authenticate through Entra ID instead of embedded credentials.
What if my current printer vendor relationship is fine?
Keep them. We can run the IT side without changing your hardware vendor. We will coordinate with whichever print provider you already have and bring our partner in only if the existing relationship is the constraint. If your current vendor handles consumables and warranty well, the only thing that changes is having a real helpdesk on the IT side rather than calling the printer vendor for connectivity issues that are not really their job to fix.
Let’s review your print fleet.
Tell us how many printers you run, what brands are in the fleet, who you currently buy hardware and toner from, and what is bothering you about the current setup. We will scope the right level of engagement and coordinate with the print-fleet partner where the conversation needs them.
Or call us:
(704) 333-0404
What our clients say
Netsafe has been extremely helpful and we rely on them for answers to all of our IT issues. They are always there with great advice and cost effective solutions. I have worked closely with Jonathan now for many years and I really appreciate all of the hard work he puts in and is knowledgeable about many things!Grace C. Mar 2020 · Google
NetSafe is responsive, knowledgeable, and professional. Each person we deal with has the expertise to handle our IT needs. Great!!LeighAnn P. Feb 2025 · Google
Netsafe Solutions has provided fast and courteous help on a regular basis. I have been pleased with the promptness of their service.Michael T. Jun 2025 · Google
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