Service Level Agreement

About Us

A Partner You Can Always Count On

At Brait IT, we keep it simple — we’re a UAE-based company that specializes in HP LaserJet printer rentals and leasing, built around one goal: making sure your business never skips a beat. No complicated processes, no surprise costs. Just reliable printers, genuine toners, and a team that shows up when you need them.

Over the years, we’ve worked hard to understand what businesses in the UAE truly need — and it’s not just a printer, it’s peace of mind. That’s why every rental comes with free servicing and toner replacement, so you’re never left dealing with unexpected expenses or frustrating downtime. We’ve specifically focused on HP LaserJet printers because we believe in doing one thing and doing it exceptionally well.

Whether you’re a startup finding your feet or an established business looking to cut overhead, Brait IT is the partner you can count on. Think of us as your in-house print team — minus the payroll. We’re just a call away, ready to swap, fix, or support so you can stay focused on what matters most — running your business.

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Our Commitment to You

Everything You Need to Know About How We Serve You

To become a leading printer rental and managed print service provider in the UAE by delivering reliable, cost-effective, and innovative printing solutions that support long-term business growth.

Scope of Service

We provide complete preventive and corrective maintenance, technical support, and on-site service for all HP Enterprise LaserJet printers supplied under your contract. This includes fault diagnosis, replacement of defective parts, and consumables support — everything you need to keep your printers running without hassle.

Our support team is available Sunday to Thursday, 9:00 AM – 6:00 PM (UAE working days). You can reach us through Phone, Email, WhatsApp, or a Service Ticket — whichever is most convenient for you. On-site support is also available within the agreed response timelines.

PriorityIssueResponse TimeOn-Site Support
Critical (P1)Printer down, no outputWithin 4 HoursSame Business Day
High (P2)Major function affectedNext Business DayNext Business Day
Medium (P3)Minor issue, workaround availableNext Business DayAs Scheduled
Low (P4)General queries & configurationNext Business DayRemote Support

When you raise a request, our technical team moves fast. We prioritize swift diagnosis, rapid dispatch, and efficient on-site resolution — because every minute of downtime matters to your business. Our goal is simple: get you back up and running as quickly as possible.

We don’t wait for things to break. Our team carries out periodic health checks, cleaning, firmware updates, and performance optimization to keep your printers in peak condition. Early detection means fewer surprises and longer printer life.

We stock genuine or equivalent-grade consumables and critical spare parts locally to minimize wait times. In cases where an extended repair is needed, we provide a temporary replacement unit wherever feasible — so your work never has to stop.

If your issue isn’t resolved within the committed SLA timeframe, it gets escalated immediately through our structured process:

Service Coordinator → Technical Lead → Operations Manager

Every escalation is handled with priority until your issue is fully resolved.

Please note that the following are not covered under this SLA:

  • Damage caused by misuse, power fluctuations, or non-recommended consumables
  • Unauthorized repairs or modifications
  • Printer relocation without prior notice to our team

We believe in full transparency. Our SLA performance is reviewed periodically and service reports are available upon request. We continuously align our support processes with your business needs to ensure you always get the best from us.

Simplify Your Printing.
Maximize Your Productivity.

Get reliable HP LaserJet printers with free maintenance, fast support, and flexible rental plans tailored to your business needs.

Contact Us Today for a Free Quote