Service Level Agreement

Aim

To provide comprehensive, responsive, high quality, value for money print services to University departments, students, staff and external customers.

Our services

In House Digital Printing and Finishing

Print Solutions provides a range of in-house printing facilities using high specification, commercial digital printers and print finishing equipment which, in comparison to departmental colour copiers, provides superior print quality and professional finishes. We also offer large format poster printing, a selection of binding types, laminating, encapsulating, booklet making, stapling, punching and mail merging.

Managed Printing Service (Print Framework)

There isn’t anything we can’t print! Work which cannot produce in house (e.g. long run lithographic print) is undertaken by a framework of Design & Print Solutions’ approved print suppliers who have been selected following a quality assurance and tender exercise. This ensures they can deliver good quality, service and value for money.

Design & Print Solutions manages the process from initial enquiry through to delivery of the finished job, freeing you from the responsibility of:

  • Sourcing print quotes and selecting an appropriate supplier
  • Checking the artwork and ensuring it is correctly formatted before going on press
  • Booking the job in with the relevant supplier and raising a purchase order
  • Liaising with the supplier throughout the production process to ensure the job progresses smoothly and on schedule
  • Receiving the finished job and performing standard quality checks
  • Addressing quality or supplier performance issues where required standards have not been met
  • Checking and settling the final invoice

Print Shop Services

Our Print Shop at Market Square provides facilities for self-service, digital colour and mono printing and photocopying. If you have any problems using our in store PC’s or if you have any print queries, our friendly and professional Print Shop staff will provide advice and guidance – just ask. We also provide ‘while you wait binding’ services.

Our Undertaking

We operate a dedicated enquiry and order service via email and implement good working practice procedures to provide a responsive and customer focused service, in line with our customer service standards.

We will

  • acknowledge all enquiries within 4 hours of receipt during normal working hours
  • provide quotations within 24 hours (Mon-Fri) or advise of any delay if this is not possible
  • ensure jobs are printed to the highest standard. If you are supplying your own artwork the standard will be dependent on the quality of the file/copy supplied
  • ensure confidentiality is maintained at all times
  • deliver print orders between 1 to 5 working days** depending on the complexity of the job. Urgent delivery of orders may be achieved by prior arrangement. Orders with special requirements may take longer and we will advise if your order meets this criterion.

**delivery turnaround is from your "sign off to print" or from your approval of any soft or hard copy proof we may have provided.

When Requesting a Quotation

Ideally we would like you to complete our dedicated Consultation / Quote Form which is available on our website www.york.ac.uk/design-print-solutions

This will give us all the necessary detail to enable us to meet our obligation to you.

If you are not sure what to fill in give us a call or email us the following information:

-Full contact details, including your name, email address, telephone number and department

-Type of product you require

-PDF file or if this is not possible a description of your design

-The quantity you require

-Colour or black only printing, if both please specify e.g. booklet may have colour cover & black text pages

-Printed 1 side only or 2 sided

-Type of paper/card stock, colour and thickness.

-The finished size of your document (A6, A5, A4 or A3) If your enquiry is for large format (A3, A2, A1 or A0). If your document is a bespoke size then provide the measurements in mm.

-Details of finishing if required

- The date you need your order delivering to you

When Placing an Order 

We would like you to provide the above information

Additional information we require:

-Departmental Order Number (8 digits) plus your account code e.g. 2205 for printing

-Print ready, high resolution PDF file(s) (we cannot print from any other file format)

-Required delivery date detailing AM or PM (timed deliveries are available on request)

-Delivery instructions including name, department, building and room number.