Our service and support

FreshGround offers two different service packages to our customers. The Essential package includes the basics to keep you going, such as reactive maintenance and spare parts.

Total Care means complete peace of mind. It’s a fully-inclusive service package, combining fantastic extras into a convenient and cost effective bundle to compliment your rental contract. It includes planned preventative maintenance every 6 months on all machines to reduce downtime and comprehensive filtration management.

See the table below to see what is included in each package.



All the basics to keep you going

Total Care

Our fully inclusive service package

Reactive call-outs
Pressure vessel testing (as required)
All spare parts (excl. any required due to damage)
Taste and odour filtration (cold-water machines)
Sanitisation visits (cold water machines)

12 monthly

6 monthly

Installation inc. water safety kit and filter head

from £199 per unit

from £99 per unit

Proactive equipment maintenance

from £299 per visit

Scale filter exchange call-out

£80 per visit

Scale-reduction filters

See pricelist

Machine recalibration

£80 per visit

Get a quote

Get a quote

Callouts that are deemed to be the result of user negligence are chargeable on both service plans. A call-out fee of £155 is inclusive of the first hour, followed by £25 per 15 min increments thereafter.

One-to-one customer service

We don’t do automated voicemail systems, or service desks in other countries. Your dedicated account manager will be your first point of contact, providing what you need, when you need it. Understanding you, your business and your people means we offer more than a one-size-fits-all solution.

Coffee should be a pleasure, not a chore

If a machine goes down, morale does too. Attractive equipment that works well is a pleasure to use and maintains maximum uptime, will keep your people happy and productive, and gives you one less thing to worry about.

You might like to know:

  • Our technicians are highly trained and know all our machines inside out
  • Our first-time-fix rates are extremely high and we’re always striving to improve them further
  • Our client care team can provide technical and cleaning advice over the phone, supported by simple-to-follow ‘how-to’ videos
  • We invest in a constant on-hand, spare parts inventory – enabling us to fix it first time, on time