Service
Flexible cover for your refreshment equipment
Different organisations need different levels of service support.
Our Bronze, Silver and Gold service packages allow you to choose the level of maintenance and protection that best suits your equipment.
From essential breakdown support to preventative maintenance and testing, our team helps keep your machines performing reliably.
Plans
Service packages
Choose the right package for your business
Bronze
- Technical call-outs
- Parts and labour
Silver
- Technical call-outs
- Parts and labour
- Annual service
- Filter change
Gold
- Technical call-outs
- Parts and labour
- Annual service
- Filter change
- Pressure testing
Measurements
Service Performance Targets
- Service Response Target
- 90%
- First-Time Fix Target
- 90%
- Urgent Call Response Target
- 8 hrs
- Maximum Parts Revisit Target
- 40 hrs
Essential Breakdown Cover
Bronze
Bronze provides straightforward service support when something goes wrong.
You'll have access to our nationwide engineering team and replacement parts, helping minimise downtime and get your equipment back into operation.
Best for: Vending Machines, Smart Fridges, Lockers
Bronze includes
- Engineer call-outs
- Replacement parts and labour
- Technical support
- Nationwide service coverage
Service and Preventative Maintenance
Silver
Silver combines breakdown support with planned maintenance.
Regular servicing and filter replacement can help maintain machine performance, improve drink quality and reduce the likelihood of unexpected faults.
Best for: Water filter machines, such as water dispensers and coffee machines without pressurised boilers.
Silver includes
- Engineer call-outs
- Replacement parts and labour
- Technical support
- Preventative maintenance checks
- Annual machine servicing
- Filter replacement
Comprehensive Machine Support
Gold
Gold offers our most comprehensive level of service cover.
Alongside breakdown support and preventative maintenance, applicable equipment can also receive pressure testing as part of the package.
Best for: Pressurised boiler machines such as fresh milk coffee machines.
Gold includes
- Engineer call-outs, replacement parts and labour
- Technical support
- Annual machine servicing
- Filter replacement
- Pressure testing where required
- Enhanced preventative maintenance support
What you need to know
Pressure Testing
Any machine with a pressurised boiler, such as a traditional espresso machine or bean-to-cup machine requires an inspection to be carried out once a year (and a written Scheme of Examination obtained) to conform with the health and safety executive guidelines.
The boiler inspection consists of two elements:
- The service element
- The insurance element
VendSmart Connect
Your machine may already have told us
Compatible VendSmart machines can send fault information remotely through VendSmart Connect. This can allow our Customer Care Team to receive machine alerts and arrange support without relying solely on somebody onsite noticing and reporting the problem. Connected servicing can help with:
- Faster fault identification
Monitor machine faults and machine status in real time
- Remote diagnostics
Reduced downtime and emergency engineer call-outs
- Better engineer preparation
Access accurate data that improves decision-making
- Reduced downtime
Faults can be updated and checked remotely
- More efficient engineer visits
Fewer unnecessary call-outs, reducing our environmental impact.
Machine recommissioning
This service is available for most machines and equipment and involves one of our fully trained Operatives attending site and completely stripping down and sanitising your equipment for you. Ensuring that your machine is of the highest standard of cleanliness.
- Sanitisation Package – this package includes a full sanitisation and complete deep clean of your machine.
- Sanitisation & Filter Change Package – this package includes a full sanitisation and a complete deep clean of your machine, plus an additional filter change.
Book a demo
Not sure what package you need?
Tell us a little about your sites and one of our team will come back within one working day. No hard sell, no obligation.
- General enquiries0800 169 3686
- Service department01274 750 008
- Order ingredients01226 720 482