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FAQ

Looking to learn more about DSL? You’ve come to the right place!

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What are DSL’s hours of operation and how do I reach you after hours?

Here’s a breakdown of our hours by department:

  • Main Office: Monday to Friday, 8:00 AM – 4:30 PM
  • Service Desk: Monday to Friday, 7:30 AM – 5:00 PM
  • Parts Desk: Monday to Friday, 8:00 AM – 5:30 PM

For after-hours support, call us at 1-800-665-1125 and follow the prompts to reach our 24/7 on-call service team. We’re here to help—any time, any day.

How does DSL charge for travel time?

DSL charges for travel as a flat-rate fee based on the city or town in Western Canada. This is calculated using the travel time and distance to each location.

This flat-rate method allows DSL to provide clear, upfront pricing that includes the technician’s travel—with no hidden fees.

What is preventative maintenance? Why does my equipment need it?

Preventative Maintenance is key to maximizing uptime, product consistency, and profitability.

Our certified factory technicians replace wearable parts while performing comprehensive checks on your equipment to identify potential issues and ensure your equipment is operating at peak performance.

Contact us online, at 1-800-665-1125 or PM@dslinc.com for more information regarding our preventative maintenance programs.

Why should I choose DSL for my repairs? Can’t my local repairman do it?

When your equipment goes down, you need more than a quick fix—you need the right fix. That’s why DSL is your go-to service partner—not a local repairman.

With over 70 factory-trained and certified technicians across Western Canada, we specialize in servicing, maintaining, and installing the equipment we sell. Each service vehicle is fully stocked with OEM parts and replenished weekly, so we’re ready to fix your equipment on the first visit.

We maintain a 90% first-time fix rate, and because our technicians are certified, your manufacturer warranty stays intact—giving you peace of mind and long-term protection.

Plus, we stand behind our work:

  • 30-Day Service Guarantee: If the issue reoccurs within 30 days of repair, we cover the return travel and any difference in labour cost.
  • First-Time Fix Guarantee: For equipment under 10 years old and parts under $1,000, if we don’t have the part on hand, we’ll return to complete the repair—with no second travel charge.

Less downtime, no guesswork, and service you can trust. That’s the DSL difference.

Does DSL service other equipment?

No, DSL does not service equipment brands outside of our core lineup.

DSL technicians are factory-trained and certified to service all models of Taylor, Flavor Burst, Henny Penny, Franke Coffee Systems, Ubert merchandisers, and Frontline International oil management systems. We’re also trained on select models of fountain drink equipment and ice dispensers.

For equipment outside of these brands, we recommend checking with the manufacturer for a local certified service provider to ensure your warranty and performance are protected.

I need to order parts—how do I do that?

You’ve got options! You can:

We stock a full range of OEM parts for the brands we sell, and our team is here to help you find exactly what you need.

What if I need additional support on my service request?

After submitting a service request—either by calling 1-800-665-1125, or filling out the Request a Service Call form—you’ll receive a service request number for reference.

If you need additional support, you can request an escalation by:
• Emailing escalations@dslinc.com

Escalations may be requested for:
• Missed appointments
• Unresolved issues after multiple visits
• Expedited repair needs

A DSL manager will follow up to confirm the escalation and gather any further details. Once resolved, you’ll receive a confirmation email tied to your service request number.

We’re here to make sure your issue gets resolved and your equipment stays up and running.

What is the All In One (AIO) Service Program?

DSL’s All-In-One (AIO) Service Program is a cost-certainty subscription platform designed to keep your equipment running at its best—with maximum uptime and zero surprises.

For one competitive monthly price, AIO includes:
• All service and labour—even on weekends or after hours
• All OEM parts
• Preventative maintenance
• Auto-shipped tune-up kits and consumables for your DSL-supplied equipment

This all-inclusive program gives you predictable costs, reduced downtime, and peace of mind knowing your equipment is always covered and cared for.

Does DSL offer phone support for troubleshooting?

Yes! DSL offers free phone troubleshooting support as a first step before sending a technician—helping you avoid unnecessary service costs and downtime.

Our expert team can walk you through common issues over the phone, and when needed, we also offer video calling support to better assess and guide the fix. If the issue can’t be resolved remotely, we’ll quickly book a service appointment to get your equipment back up and running.

It’s all part of how DSL supports your operation with fast, effective, and cost-conscious solutions.