Purchasing FAQ

Jump to category:

Common

How is PaperCut Software licensed?

Actually, it's pretty simple! We license the number of your active print users. (We don't license for the number of servers, sites or printers/devices, to keep your costs down.)

There are additional license options such as embedded software on your MFDs (PaperCut MF only) plus connections for payment system integration (popular in higher education).

Are yearly support or maintenance fees mandatory? What are the ongoing costs?

We would love to produce software that never needed new versions. But the reality is printer drivers get updated, Apple releases the latest OSX and inevitably the day after Patch Tuesday our support team gets a call about a printers acting strange.

We charge a yearly support cost for all PaperCut MF customers, and offer a non-mandatory yearly support cost for all PaperCut NG customers. This gives you peace of mind that PaperCut will continue to "just work" for you. It also allows us to employ developers year ‘round to produce patches, fixes and updates to solve problems as soon as you see them.

Support & upgrade assurance costs will only ever be a maximum of 20% of the license with heavy discounts for purchasing multiple years upfront.

My company has two different sites. How does licensing work for me?

Licensing works the same way for one site or many locations. Your license is structured for the total number of active print users in your organization. (Note: There are many ways to implement a multi-site solution, but you will only need one licence.)

Can I use my license over more than two sites?

Yes you can. We're happy to have a single license used across multiple sites within the same organization (i.e. a true organization-wide license). Like above, your license simply needs to cover the sum of the users at all locations.

Is there a limit on the number of servers?

No. Licensing is based only on the number of users. It's a true organization-wide license with no limit on the number of servers, workstations, or printers. If high network availability is a concern for you, take a look at PaperCut's Site Server option. You can design your solution to provide resilient print capability in your organization.

Can I use my license with other operating systems?

Absolutely! Your PaperCut license may be used on any operating system. Multiple servers is not a problem, and each server or workstation may run any of the supported operating systems.

Do you offer special pricing for Non-Profits?

We sure do. We are always happy to help out Non-Profit Organizations with special pricing. Our cost-effective Education pricing is extended to all Non-Profit organizations but if you are unsure about your eligibility, please contact us for a chat.

How do I purchase PaperCut MF?

To ensure the seamless installation of PaperCut MF and integration with your Multifunction devices, we offer PaperCut MF through our network of certified resellers and Authorized Solution Centers. In many cases, the company that supplies you with your copiers and MFDs will also be able to supply and support your PaperCut MF solution. If you find this isn't the case (or not an option for you) drop us a line and we'll point you in the direction of an awesome organization to support you.

What do I get when I purchase?

After your order is placed, our speedy license team will turn around the order and send you back a license (supplied as a file). Depending on how much coffee our team has had that day, you should receive your license in a few hours.

Once you've got the license in-hand, adding it to your application is quick and simple. We have those steps outlined here.

Do you allow refunds or cancellations?

We encourage you to use our free 40 day trial to see if PaperCut is right for you. If by any chance you've purchased and the PaperCut product doesn't live up to your expectations and our support team haven't been able to resolve your printing issues, please do drop us a line. We'll do everything we can to make it right. If you still want to cancel, no problem. We may deduct a small administrative fee depending on how long you've held the license. See our refund policy for details.

Is the price negotiable?

Well, you wouldn't be a savvy shopper if you didn't ask the question, right? We spend a lot of time putting fair and reasonable pricing together for our software. And we jam an awful lot of functionality in there too. Most of our customers recoup their costs in months, if not weeks - depending on their printing volume. So we keep the price consistent and avoid the haggling. Now if you have special circumstances, please contact us. We do have initiatives to help organizations in developing countries or non-profits. Our goal is to ensure that everyone can benefit from PaperCut.

Purchasing PaperCut NG

Can you provide me with a quotation?

Absolutely! You can create your own formal quotation online, by visiting our online order system and selecting "Create a quotation".

What are my payment options?

Secure Online Credit Card Payment

This is the fastest and easiest way to order PaperCut. Your credit card information is sent directly to our secure credit card processor. This ensures that nobody but you and the credit card processor will see your credit card information. You can go directly to the order page by selecting your industry sector above and clicking the Buy button.

Secure Online Credit Card Payment

Our PaperCut NG online order system accepts purchase orders with payment via invoice on 15 day terms. Payment options include wire transfer, visa, master card and check.

To order via Purchase Order/Invoice:

  1. Select your industry sector and click the Buy button
  2. Follow the instructions and fill out your order details.
  3. Optionally, enter your purchase order number when requested.
  4. Choose the Invoice option when prompted for payment method.

Once the online order form is completed an invoice is emailed to the supplied email address. We will also send a copy of the invoice via regular post if requested.

Which currencies do you accept?

We accept payments in most major currencies including USD, GBP, EUR, AUD, CAD and NZD. If you require payment in another currency, please ask.

Can I receive a quotation and invoice in my currency?

Certainly. You can create your own formal quotation online, by visiting our online order system and selecting "Create a quotation". You will be emailed a quotation that is valid for 40 days.

Can I pay with a check?

Yes. Place your order using the online order system and select to pay via Invoice. Make your check out to "PaperCut Software International Pty Ltd" as outlined on the invoice.

How long does it take for my license to arrive?

After placing an order via our online order system you will receive your license via email within one working day. If your license hasn't arrived, please check your spam filter and junk mail box. (We find them to be a little overzealous sometimes.)

Please contact us if you have not received your license 24 hours after placing your order.

Who processes my Credit Card payment?

PaperCut Software does not process Credit Cards directly. We leave it up to a trusted payment provider (Global Collect) to handle the transaction on our behalf. PaperCut Software will appear on your Credit Card bill/statement. Your Credit Card details are not stored on any server nor can be viewed by our staff. All details are secure and passed to the Global Collect servers via SSL/HTTPS. Any transactions are once-off payments and there is no recurrent billing.

What taxes are involved?

For our direct PaperCut NG customers from Australia and the US, we'll include the appropriate taxes and make sure the governments get paid. All other transactions are international and no taxes are involved.

Purchasing PaperCut MF

Why can't I purchase PaperCut MF direct online?

It's a question we get asked a lot. And the answer lies in the embedded functionality on each of the Multifunction Devices (MFDs). Because of the extra complexity and the integration between the software and the device firmware, we've found it needs a little more care and attention.

So we've engaged a worldwide network of certified Authorized Solutions Centers and Resellers whose sole responsibility is to ensure your implementation goes well. These PaperCut experts will help conceive and configure your solution during the pre-installation phase. They'll install and set up your PaperCut instance and get your devices humming. Onsite training localized ongoing support is also available from most resellers.

Why is PaperCut MF's price not listed online like PaperCut NG?

Unlike PaperCut NG - where typically a single component license is all that is needed - PaperCut MF consists of additional software and hardware variations depending on your print environment. The licensing model gets a little more involved and a lot more customized for your organization. (We've put together thousands of solutions that integrate dozens of hardware and software products - and we have no control over pricing for any 3rd party elements.)

So a one-size-fits-all pricing table doesn't make too much sense to us.

But we do make sure that our resellers are providing you with the highest value for money, and we maintain a global Recommended Retail Price (RRP) list. To calculate the exact price for your PaperCut MF solution, we recommend getting a custom quote from one or more resellers. And of course you can contact us directly for advice.

OK. But can you give me any guidance on price? Or a ballpark figure for budgeting?

A typical PaperCut MF implementation will be made up of the following components:

  1. A base software license following the same user-based model as PaperCut NG. Due to the additional features to support copy, fax and scan the PaperCut MF base license is typically ~30% higher in cost than the PaperCut NG base license.
  2. Licenses for MFD embedded or onboard software. Additional embedded software is available with a per-device cost. The price varies between manufacturers and in some cases there is a separate cost from the manufacturer to use the embedded software on their device. (PaperCut MF's embedded software runs between $90US to $400US per device.)
  3. Connection licenses for various hardware components if used. PaperCut costs depend on the number and volume of hardware components required.
  4. Any additional hardware - e.g. card readers, coin payment systems or extra MFD add-ons to enable embedded software. Pricing will come from the various manufacturers.
  5. Professional services such as consulting, installation, training and ongoing local support. This will depend on the resourcing and technical appetite of your organization.
  6. Annual support and upgrade assurance (PUA). We calculate Premium Upgrade Assurance and support to be no more than 20% of your PaperCut solution.

As you can see it's hard to estimate costs without a bit of analysis of your print environment. This is why we rely on our certified resellers. They will work with you to design a setup, and conduct an install that is appropriate to your budget, requirements, and location.

I've contacted a reseller and the price quoted seems expensive when compared to simple PaperCut NG. Why?

Adding hardware, professional services and more into the mix makes things quite a bit more expensive. Having said that, time and time again our customers have said that the costs of PaperCut MF are a fraction of similar featured products. And of course, by adding track and control for all printing, copying, scanning and faxing, you can quickly get substantial savings or cost recovery programs in place.

We encourage you to compare the capabilities of PaperCut MF with other similar solutions. And if you have any questions, we're here to answer them.

I'm already using PaperCut NG. How do I upgrade? What will the cost change be?

There's no need to purchase a whole new license. We keep the process of upgrading to PaperCut MF as simple as possible. All of your settings and configurations will be transferred, and conversion of the base license will take typically 30 minutes or so. Any additional embedded license connectors will be rolled into your new PaperCut MF license.

For anyone who is currently running PaperCut NG, you're given a substantial credit toward the new solution. Be sure to mention your existing license to your accredited PaperCut reseller and they'll take care of you.

Is PaperCut MF support/upgrade assurance mandatory?

Due to the added cost and complexity to offer and supply PaperCut MF with either hardware or embedded we've found it necessary to include the first year's Premium Upgrade Assurance with each PaperCut MF license. This ensures your peace of mind that your installation will be well looked after - even if something happens outside our direct control. (e.g. Sometimes the firmware level requirement in your MFD changes in the first year)

With that year subscription of PUA, you get every version upgrade included in the year, and phone, email, and chat support. No question is too small!

Following the first year the choice is yours to continue with PUA or not, with over 98% of customers opting to remain under a support agreement. In some cases, resellers and Authorized Solution Centers may offer additional value-added support or professional services. Determination of whether you should take up these services is yours, however we can advise as needed on the value our ASCs bring.

What is the difference between an ASC and VAR?

An authorized solution center (ASC) is our most qualified reseller level. These experts are best thought of as local PaperCut specialists. We carefully select ASCs based on a set of criteria that carefully match PaperCut's own business approach:

  • Vendor Independent - our ASCs don't sell MFDs, and so remain focused on your solution
  • Experienced - Our ASCs have been in the copier control industry for many years
  • Skilled in both software and hardware, and focused on providing the right solution for you.
  • Technically proficient
  • Great people who are easy to get along with!

A value added resellers (VAR) is typically a company "in the trade" where PaperCut MF forms an integral part of their solutions offerings. Typically they are a printer or copier vendor-aligned organization such as copier/printer supplier, reseller, or MPS provider. VARs usually have in depth knowledge of the local region, and will work with your business to either supply a limited PaperCut MF option (e.g. embedded solutions on their device) or partner with a PaperCut ASC to deliver a complete solution under one roof.

How do I contact a reseller (ASC or VAR)?

A list of ASCs can be found on our website here. They can work with you to determine the right dealer for you. When working with a reseller, be sure to have all of your information at hand:

  1. Are you a current PaperCut NG user? (Look for your license number in the About tab of your admin screen.)
  2. What type of organization are you? (e.g. education, professional services, non-profit, government or corporate)
  3. How many users will access the service?
  4. What are the makes and models of MFDs/copiers do you have?
  5. How will users access/authenticate at the devices? (e.g. card type, account code or login)
  6. What server and user environments do you operate? (Windows, Novell, Mac, Linux)
  7. What are the main objectives (e.g. charge students or patrons for use, account for staff billing, minimize waste or implement "Find-Me Printing")

What happens if I change copier/MFD/printer brands?

The answer varies depending on the type of device and interface.

Want to change your printers?

PaperCut automatically works with the vast majority of printers in the market. Changing your printers is as simple as setting up new drivers on your servers. The software will do the rest! There is no additional licensing.

Switching up your MFDs or copiers?

Embedded software designed for one brand will not work on another. We'd love to have a universal solution, but you'll need to install the embedded software specific to each new MFD. Embedded solutions are licensed by make/brand and have license connector fees associated with them. However we do have a change-over program that allows the reseller that sold you the original embedded software to trade-in against a different embedded software at a reduced price, thereby protecting your investment. Before making the switch we recommend talking with your PaperCut reseller or ASC. They can advise on how the other embedded solution may differ in terms of end-user functions and experience, and what costs and processes are involved.

Getting new Copier Control Hardware Terminals?

The majority of cases copier control terminals will need some simple reconfiguring to connect to a different copier type. This configuration many involve some setting changes and often a new cable or connection. Your PaperCut ASC who installed your system can advise you

What if my question isn't answered here?

If you've got a sticky situation that needs some extra attention, let's figure it out together. (Probably over a coffee or two.) Please send an email or get in touch.