TS 12853

TS 12853 is a service standard that addresses how authorized services for office and bookkeeping machines should be organized and which minimum rules they should follow. Its focus is not the machines themselves, but the service structure that provides maintenance, repair, and technical support for them, including management, physical conditions, technical equipment, personnel, and certification-related arrangements.

In general technical terms, office and bookkeeping machines include equipment used for recording, calculating, printing, data handling, or other office work functions. For such equipment, service quality depends on correct fault diagnosis, suitable spare parts, orderly record-keeping, and clearly defined staff responsibilities. The notion of an authorized service refers to a service organization recognized by the manufacturer or the relevant authority and expected to maintain specified qualifications.

Core organizational areas covered by authorized service practice

• Business management and control of service processes
• Physical characteristics of the service facility and work environment
• Technical equipment needed for maintenance and repair
• Staff qualifications and technical responsibilities
• Certification arrangements used to demonstrate competence and order

Standards of this type help define the institutional capability of the service provider to which a customer entrusts the equipment. In office equipment, continuity of maintenance, minimal disruption to work, and traceable technical intervention are especially important. As a rule set for this service domain, TS 12853 concentrates on the technical and administrative aspects of service organization.