Office Technology Support That Helps You Keep Business Moving

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, coordination with the customer’s equipment or IT providers, and a secure hard drive wipe when an enrolled device is retired, returned, or replaced.

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 is month-to-month. You may cancel at any time with no penalty, and service continues through the remainder of 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, for eligible ABT-provided compact equipment. After the customer connects the device to power and the network, Concierge can assist with supported drivers, print queues, scan-to-email, address books, defaults, device settings, and user testing. Mechanical repair, parts, freight, and equipment exchange remain governed by the customer’s separate equipment or service agreement.

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. Depending on the customer’s separate equipment or service agreement, that may mean the existing dealer, ABT-coordinated onsite service, a qualified local service resource, a shipped customer-replaceable component, or equipment exchange for an eligible ABT-provided system. Concierge itself does not include replacement parts, onsite labor, freight, or equipment exchange.

Yes. When an enrolled device with internal storage is retired, returned, or replaced, ABT performs a secure hard drive wipe at no additional cost, whether the device is ABT equipment, leased from another company, or customer-owned. Copiers often store images of scanned, copied, and faxed documents, so this protects your data when the device leaves your office. Our Copier Data Security guide explains what copiers store.

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. After-hours, weekend, and holiday support are not included unless separately established in writing. 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.

Concierge supports equipment you already have and focuses on recurring remote workflow help. Flat-Rate Business Printing is a separate program for qualifying businesses that need one business-class MFP supplied by ABT, with toner, service, remote support, scanning, and Hot Swap protection bundled into the monthly price.

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.