TS 12853

TS 12853 is a service standard that defines how authorized services for office and accounting machines are to be organised and operated under minimum rules. Its focus is not the machine itself, but the service structure that provides after-sales support for these products, including business organisation, technical capability and certification.

Core elements addressed for authorized service operations

The standard covers the basic components of a service organisation: business management, structural characteristics, technical equipment, employee qualifications and certification. In practical terms, this means an authorised service is expected to meet defined conditions not only in name, but also in staffing, equipment and operating discipline. Office and accounting machines represent a broad product group that includes office equipment such as printers, copiers, calculators and similar devices, where correct maintenance and repair matter for continuity of use and customer satisfaction.

Consumer-service and after-sales context

The referenced framework is closely linked to consumer protection and after-sales service rules. In this context, an authorised service is a service organisation that operates on behalf of the manufacturer or distributor and follows defined technical responsibilities. From a general technical standpoint, service competence is usually associated with proper spare-parts handling, suitable testing and inspection capability, record keeping and staff expertise. TS 12853 brings this general service-quality approach into a rule set specific to office and accounting machine services.

• Organisation and operating rules for authorised services
• Minimum structural and technical equipment conditions
• Employee qualifications and technical responsibility
• Certification-related principles
• Service support for office and accounting machines