Service level agreement

Our aim is to provide a reliable, high quality printing service that guarantees its customers the best value for money whilst giving professional advice on the production of the final finished product.

Our services include high speed quality digital colour/black and white copying, poster printing, roll up banners, finishing, digital litho printing, document binding, envelope printing, mail merging, personalisation mailing and stationery supplies.

We are an in house University print service whose main customers are students and staff. Our services are also available to University visitors, the local community and commercial businesses. We are open Monday to Friday, 8.30am–5.00pm and are closed all University bank holidays.

Our services

We provide:

  • While-you-wait services for short run copying and binding
  • Supply and delivery of photocopy paper at a competitive price
  • Production of estimates, and advice on the best possible process
  • Materials suitable for the completed job
  • Scheduled work to an agreed time scale
  • Finished goods to customers and offer a delivery / collection service as requested
  • A secure environment for confidential and sensitive printed material
  • A comprehensive charge advice, informing customers of charging details

Our responsibilities

We endeavour to:

  • Meet all agreed deadlines as arranged with the customer
  • Provide our highest quality print at all times
  • Produce a proof for all jobs as appropriate
  • Offer a full range of materials for printing, sourcing environmental materials where possible
  • To maintain the University’s visual identity in all print produced
  • Undertake quality control throughout production
  • To manage departmental finances efficiently and effectively offering value for money wherever possible
  • To undertake accurate billing in accordance with University regulations and audit requirements
  • Co- ordinate the distribution of print within the University and to external customers as requested 

Our customers’ responsibilities 

We require our customers to:

  • Supply orders in good time
  • Provide a clear specification of requirements including quantity, size, content, design/concept of the final product, material preferences (if known) and finishing
  • To provide a deadline date and delivery requirements including delivery contact and address
  • To provide a method of payment e.g. University project code, company order number, credit card, cheque or cash

Our performance measures

We assess our performance by gathering Key Performance Indicators. These include:

  • Staff productivity
  • Machine productivity
  • Match to customer specification
  • Number of deadlines met, or delivered early
  • Accuracy of estimates to the final charge
  • Financial performance of the Unit to income and University Budget
  • Number of jobs produced per month 

Quality assurance

Print Services provides the highest quality of services. The quality of production will be of the highest standard and regular quality control procedures are followed at all stages of production. We endeavour to meet the requirements of all good working practices.