Office Technology Support That Helps You Keep Business Moving
Printer and scanner problems do not always require an onsite repair technician—but they still interrupt employees, consume productive time, and create avoidable IT expense. ABT Concierge provides recurring remote support for drivers, scan-to-email, address books, print settings, device configuration, and everyday workflow issues for enrolled devices.
Always Connected. Always Protected.
Where ABT Concierge Fits Within Your Support Options
Concierge is designed for recurring remote printer and scanner support. It does not replace one-time repair, hardware maintenance coverage, or full fleet management.
One-Time Issue
Use a service request for a specific repair, installation, or configuration problem when ongoing support is not needed.
Submit a Service Request → 02Recurring Remote Support
Concierge helps with drivers, scanning, address books, default settings, device web interfaces, and routine workflow support.
You Are Here: Concierge 03Hardware Maintenance Coverage
Service plans add eligible repair, covered parts and labor, preventive maintenance, and response commitments.
Compare Service Plans → 04Complete Fleet Management
Managed Print Services combines monitoring, toner, service, reporting, optimization, and multi-location coordination.
Explore Managed Print →Specialized Support for the Problems Traditional Service Agreements Often Miss
Mechanical service agreements are important, but many everyday printing, scanning, driver, address-book, and workflow problems fall outside their scope. Concierge closes that gap.
Remote Help Without Per-Call IT Fees
Get specialized help with drivers, print queues, scanning, device settings, and document workflows without paying an outside IT provider for every routine printer-related request.
Cleaner Devices and Better Workflows
Keep address books current, correct outdated scan destinations, organize frequently used recipients, and reduce the time employees spend navigating neglected device settings.
Predictable Monthly Support
Choose coverage for one device or an entire office location. There is no long-term contract, and ABT explains any work outside the Concierge scope before additional charges are authorized.
When Concierge Is—and Is Not—the Right Service
The best result comes from matching the problem to the correct support model before enrollment.
Concierge May Be a Strong Fit When:
- The equipment is mechanically functional but users struggle with drivers, queues, settings, or scanning.
- Your copier dealer does not maintain address books, scan destinations, print defaults, or employee workflows.
- Scan-to-email stops working after Microsoft 365, Google Workspace, network, or security changes.
- New employees repeatedly need printer setup, queue installation, and approved address-book entries.
- Your IT provider charges separately for routine printer and scanner requests.
- You want predictable remote support without replacing equipment or changing service providers.
- You have one device or a small fleet that does not require full managed print services.
Concierge May Not Be the Right Fit When:
- The device has a mechanical failure, damaged component, or supply problem requiring parts or onsite labor.
- You need 24-hour emergency response or a guaranteed hardware-repair SLA.
- The issue is primarily a network, server, identity, cybersecurity, or third-party application problem.
- You want automated meter collection, toner shipment, device alerts, or fleet reporting.
- The equipment is obsolete, unsupported, inaccessible remotely, or restricted by the manufacturer or network.
For mechanical coverage, review Service Plans. For monitoring, supplies, and full fleet management, review Managed Print Services.
From Enrollment to Resolution in Four Clear Steps
Choose Your Coverage
Enroll one device, a small office with two to five devices, a medium office with six to ten devices, or request custom pricing for a larger fleet or multiple locations.
Confirm Devices and Authorized Users
ABT completes a brief compatibility review and records which employees may request support, approve remote access, and authorize material device or workflow changes.
Submit a Support Request
Authorized employees email the dedicated Concierge support channel. The request is documented, automatically routed, assigned, and maintained in a complete service history.
Approve Support and Track Resolution
When remote access is useful, the customer actively approves an attended session. ABT records the work performed, resolution, follow-up, and any next steps involving another provider.
Keep Your Current Copier Dealer, Manufacturer Agreement, or IT Provider
You do not need an ABT equipment-service agreement to subscribe to ABT Concierge. If your printers or copiers are already covered by another dealer, leasing company, manufacturer, or managed-print provider, that is completely acceptable.
Concierge works alongside those relationships by helping with the everyday printing, scanning, driver, configuration, address-book, and workflow issues those agreements often do not cover.
ABT Concierge does not replace mechanical repair, replacement parts, warranty work, or other obligations covered by your existing agreement. When the issue belongs with your current provider, ABT can help identify the likely cause and coordinate the next step with your authorization.
Practical Support at a Predictable Monthly Price
Only enrolled devices and locations are covered. Most business-class printers, scanners, and multifunction devices can be enrolled regardless of manufacturer, subject to a brief compatibility review before activation.
- ✓Remote printing and scanning troubleshooting — help resolving print failures, scanning issues, and routine device-use interruptions.
- ✓Driver installation and configuration — installation, selection, and correction of printer drivers and print queues.
- ✓Print settings and workflow assistance — paper, finishing, color, default-setting, and device web-interface support.
- ✓Scan-to-email and scan-folder support — configuration guidance, destination troubleshooting, and coordination with customer IT when needed.
- ✓Address-book management — add authorized users, remove former employees, correct outdated destinations, and organize frequently used recipients.
- ✓Customer-approved attended remote sessions — no hidden or permanent access is required for standard Concierge support.
- ✓Vendor and IT coordination — assistance identifying when the issue belongs with a mechanical-service provider, manufacturer, or IT partner.
- ✓Configuration documentation and retirement guidance — documentation and backup when supported, plus coordination for manufacturer-supported logical clearing procedures. Certified data destruction or hard-drive wiping, when available, is a separate service.
Monthly Plans
Concierge is offered under a 12-month service term with a 30-day cancellation option and no cancellation penalty. Service continues through the period already paid. Unlimited support requests means there is no per-ticket charge for covered requests involving enrolled devices; it does not include dedicated staffing, project work, unsupported equipment, repeated requests caused by unresolved third-party infrastructure, or work outside the published scope.
How device counts work: Each enrolled printer, scanner, or multifunction device counts as one device. Office plans apply to one physical location and may include multiple authorized users. Multiple locations or fleets above ten devices receive custom pricing. Final device eligibility and billing start date are confirmed during enrollment.
Small Office Technology Problems Create Real Productivity Loss
These issues often do not require a mechanical repair, but they still interrupt work and quietly consume employee time.
Employees Cannot Print
New computers, operating-system updates, missing drivers, incorrect queues, and changed defaults can suddenly stop normal printing.
Scanning Stops Working
Scan-to-email, scan folders, destinations, credentials, and network changes can fail even when the device is mechanically healthy.
Settings Create Friction
Incorrect paper sizes, finishing choices, color defaults, and device settings waste time, supplies, and employee attention.
Address Books Become Outdated
Former employees remain listed, duplicate entries accumulate, and current employees scroll through longer, less useful recipient lists.
New Employees Need Access
New staff members often need drivers, print queues, scanning access, and address-book entries before they can work efficiently.
Employees Troubleshoot Alone
Staff quietly spend valuable time searching for settings and testing fixes instead of focusing on their actual responsibilities.
IT Calls Become Expensive
A single billable support call from an outside IT provider may cost more than an entire month of Concierge coverage.
Vendors Point at Each Other
Printer, network, email, and software responsibilities can overlap. ABT helps identify the likely owner and coordinate the next step.
Practical Examples of Covered Remote Support
These examples show how Concierge addresses everyday operational problems without replacing the customer's existing IT or equipment provider.
A New Laptop Cannot Print or Scan
ABT helps identify and install the correct printer queue, review defaults, test printing, and add an approved address-book destination when the device supports it.
Scanning Stops After an Email-Security Change
ABT reviews device settings, identifies the likely authentication or relay issue, and coordinates with the customer's IT provider when tenant, firewall, or identity changes are required.
Some Users Print in Color and Others Only in Black and White
ABT reviews driver selection, user defaults, device restrictions, and queue configuration to determine whether the problem is local, device-based, or policy-related.
A Cleaner, Faster, More Useful Copier Address Book
Address books are frequently configured during installation and then neglected for years. Concierge turns ongoing maintenance into a defined service instead of leaving employees to work around the problem.
As employees join, leave, or change roles, obsolete entries accumulate. Current employees are forced to scroll through former employees and outdated destinations, slowing routine scanning and increasing the chance that a document is sent to the wrong recipient.
ABT Concierge helps the customer keep approved recipient lists current while preserving the organization’s authorization controls for additions, removals, and material workflow changes.
- ✓Add authorized new employees and destinations
- ✓Remove former employees and obsolete entries
- ✓Correct outdated or misconfigured scan destinations
- ✓Eliminate unnecessary duplicate entries
- ✓Organize frequently used recipients for faster selection
How ABT Concierge Fits With Your Existing Support
Concierge is not a replacement for mechanical service or full managed IT. It is the specialized support layer between those services that keeps routine printer and scanner problems from becoming office interruptions.
| ABT Support Option | Remote Workflow Help | Mechanical Repair | Parts & Labor | Monitoring & Toner | Best Fit |
|---|---|---|---|---|---|
| One-Time Service | Limited to the active issue | Available when requested | Quoted or covered by an applicable agreement | No | One specific repair, installation, or configuration problem |
| ABT Concierge | Yes—drivers, scanning, address books, settings, and coordination | No | No | No | Recurring remote support for enrolled devices |
| Service Plans | Varies by plan | Yes, for eligible covered devices | Included as defined in the agreement | Optional by plan or add-on | Hardware maintenance, preventive service, and response commitments |
| Managed Print Services | Yes | Yes, as defined in the program | Included as defined in the agreement | Yes—monitoring, toner, reporting, and fleet management | Complete multi-device or multi-location fleet management |
Concierge Onboarding Creates a Clear Support Baseline
Enrollment is more than billing activation. ABT confirms the support boundaries, approved devices, authorized users, and coordination contacts before service begins.
Compatibility Confirmation
ABT reviews the manufacturer, model, connectivity, remote-access limitations, and whether the device is practical to support.
Authorized User Setup
The customer identifies who may submit requests, approve attended remote sessions, and authorize address-book or configuration changes.
Provider and IT Contacts
ABT records the existing equipment provider, warranty contact, and IT partner so cross-provider issues can be routed correctly.
Support Channel Activation
ABT activates recurring billing, creates the customer support record, confirms enrolled devices, and provides the dedicated Concierge request channel.
Set Up Coverage Without Replacing Your Existing Providers
Enrollment identifies the devices being covered, authorized support contacts, remote-access approvals, and the existing providers ABT should coordinate with when an issue crosses service responsibilities.
What We Confirm During Enrollment
- ✓Organization, location, and selected plan
- ✓Device manufacturer, model, and compatibility
- ✓Current equipment-service provider or warranty coverage
- ✓Authorized employees who may request support
- ✓Who may approve attended remote sessions and configuration changes
- ✓Who ABT should coordinate with for mechanical or IT-related work
What Happens After Enrollment
ABT confirms coverage, creates the customer’s support record, identifies the enrolled devices, activates recurring billing, and provides authorized users with the dedicated Concierge support channel.
The public website does not display that support address, helping keep the ticket system focused on active customers rather than marketing messages and unrelated requests.
Clear Coverage. No Surprise Charges.
ABT Concierge does not include replacement parts, toner or consumable supplies, onsite labor unless covered by another agreement, unrelated computer or network support, 24-hour emergency service, or guaranteed remote resolution of mechanical failures.
When a request requires onsite service, parts, warranty work, or assistance outside the Concierge scope, ABT will explain the available options and obtain approval before additional charges are authorized.
Unlimited support requests apply only to enrolled devices, remain subject to the Concierge service scope, and are intended for reasonable business use. They do not include dedicated staffing, project work, unsupported equipment, repeated requests caused by unresolved third-party infrastructure, or work outside the published scope. Automated device monitoring, automatic toner shipment, and real-time device alerts are not included in the current plans.
Support Monday–Friday, 9:00 a.m.–7:00 p.m. Eastern
Authorized customers may submit requests by email at any time. Our goal is to acknowledge most requests within approximately 30 minutes during published support hours. Response and resolution times vary based on the issue, customer availability, and whether outside vendors or onsite service are required.
Guides and Services for Common Printer and Scanner Issues
Use these resources to troubleshoot common problems, understand adjacent support options, or decide when Concierge is not enough.
Scan-to-Email Setup Guide
Review Microsoft 365, Google Workspace, SMTP, authentication, relay, and common scanner-email failures.
Read the Guide →How to Connect a Printer
Set up a printer over Wi-Fi, ethernet, USB, or a supported network print queue.
Read the Connection Guide →How to Print From Your Phone
Understand iPhone, Android, Wi-Fi Direct, office-network restrictions, and mobile-printing troubleshooting.
Read the Mobile Print Guide →Common Printer Errors
Troubleshoot offline status, print-quality issues, paper problems, supply errors, and device messages.
Read the Error Guide →Copier and Printer Security
Review stored data, firmware, credentials, network hardening, and device-retirement considerations.
Review Security Guidance →Printer and Copier Service Plans
Compare repair coverage, preventive maintenance, response commitments, and optional monitoring.
Compare Service Plans →Managed Print Services
Explore device monitoring, toner fulfillment, reporting, fleet optimization, and multi-location support.
Explore Managed Print →Printer and Copier Service
Request diagnosis and repair when the problem requires mechanical service, parts, or onsite support.
Explore Repair Service →ABT Concierge FAQ
ABT Concierge covers remote printing and scanning troubleshooting, printer-driver installation and configuration, print queue and default-setting assistance, scan-to-email and scan-folder support, address-book management, device web-interface configuration, workflow guidance, customer-approved attended remote sessions, and coordination with the customer’s equipment or IT providers for enrolled devices.
No. ABT Concierge is available whether your equipment is serviced by ABT, another dealer, the manufacturer, a managed-print provider, or no service provider at all. Mechanical repairs, parts, warranty work, and services covered by another provider remain subject to that provider’s agreement.
Most business-class printers, scanners, and multifunction devices can be enrolled regardless of manufacturer, subject to a brief compatibility review. ABT confirms coverage before activation and may decline obsolete, unsupported, restricted, or impractical devices.
Coverage is $7.95 per month for one enrolled device, $24.95 per month for one location with two to five enrolled devices, and $39.95 per month for one location with six to ten enrolled devices. Larger fleets or multiple locations receive custom pricing.
ABT Concierge uses a 12-month service term with a 30-day cancellation option and no cancellation penalty. Service continues through the period already paid. The enrollment terms control the final billing and cancellation details.
There is no per-ticket charge for covered requests involving enrolled devices. Unlimited requests do not include dedicated staffing, project work, unsupported equipment, repeated requests caused by unresolved third-party infrastructure, or work outside the published Concierge scope.
When remote access is useful, the customer receives an attended-session invitation and actively approves the connection. Standard Concierge support does not require ABT to maintain hidden or permanent access to the employee’s computer. The work and resolution are documented in the support ticket.
Yes. Concierge can add authorized employees, remove former employees, correct outdated destinations, eliminate unnecessary duplicate entries, and organize frequently used recipients. The customer identifies who may approve those changes during enrollment.
ABT will explain the likely issue and the available next steps. Mechanical repair, parts, warranty work, and onsite labor are handled under the customer’s applicable service agreement or quoted separately with approval before additional charges are incurred.
Our goal is to acknowledge most requests within approximately 30 minutes during published support hours, Monday through Friday from 9:00 a.m. to 7:00 p.m. Eastern. Response and resolution times vary based on the issue, customer availability, and whether outside vendors or onsite service are required.
Authorized employees submit requests by email so each request is documented, automatically routed, assigned, and maintained in a complete service history. Enrolled customers receive the dedicated Concierge support address after activation.
No. Automated device monitoring, real-time alerts, automatic meter collection, and automatic toner shipment are not included in Concierge. Organizations that need those capabilities should review Managed Print Services or eligible Service Plan options.
Each enrolled printer, scanner, or multifunction device counts as one device. Office plans apply to one physical location and may include multiple authorized users. Multiple locations or fleets above ten devices receive custom pricing.
ABT reviews the updated device count and moves the account to the appropriate plan or custom pricing structure. The billing change is explained before it takes effect.
Concierge focuses on recurring remote support for drivers, scanning, address books, print settings, and device workflows. Service Plans add eligible hardware repair, covered parts and labor, preventive maintenance, and response commitments.
ABT confirms device compatibility, records authorized users and approval contacts, documents the customer's equipment and IT providers, activates billing, creates the support record, and provides the dedicated Concierge request channel.
Keep Office Technology From Becoming an Office Interruption
Enroll one device or provide recurring remote support for an entire office location. No ABT equipment-service agreement, equipment purchase, lease transfer, or provider change is required. Mechanical repair and full fleet management remain available through Service Plans and Managed Print Services.