The CopyShop adheres to a set Service Level Agreement (SLA) which is reviewed by senior managers monthly.

Where a project is of high value or your area demands bespoke services, the CopyShop will agree a bespoke project/department SLA.

 

Provider Responsibility

The following set of services are deemed to be included within the SLA:-

For orders supplied to the CopyShop we will supply an estimate for approval from the customer. Once approval has been made on the estimate we shall produce a digital proof (hard copy proofs are available upon request) for customer approval. Only after we have final customer approval will we go into production.
NB - Exception to the above will be for assignment, course work and exam paper printing.

Estimates (Internal) – For projects that can solely be produced internally we will provide estimates within 4 hours.

Estimates (External) - For projects that require partial or are solely externally placed we will provide estimates within 24 hours. We will notify at time of request if there are external components within your specification.

Production (Internal) - Internally produced projects will require a minimum of 2 working days. Confirmed turnaround times will be provided upon approval of artwork.

Production (External) - Externally produced projects will require a minimum of 3 working days. Confirmed turnaround times will be provided upon approval of artwork.

Book Scanning – Standard scanning projects will require a minimum of 2 working days. For larger projects, such as archiving, timings will be confirmed at time of order being placed.

Assignment printing - is produced within 1 working day with all orders placed before 3.30pm being ready by the end of the next working day.

Counter Service - Orders that are supplied to us in person will be produced within same working day. Average turnaround times for projects 2-4hrs. Costs and timings will be provided at time of request.

Requests supplied to us after 3.30pm will be processed the next working day.

To ensure that the best printing methods are used dependent on the project and to maintain a high level of quality across externally or internally printed projects.

User Responsibility

To supply the CopyShop with a full specification of the work that is required inclusive of page counts, paper stocks, finishing requirements and delivery details.

To supply the CopyShop with a Budget or Grant code on acceptance of estimate and before any work is undertaken.

To supply artwork/files as high resolution PDF files.

To ensure that artwork has been proof read and is final version before submitting to print.

To notify the CopyShop of any changes within the department, e.g. delivery address, staff responsible for projects and budget/grant codes.

To ensure that funds are available to pay for services and materials ordered.