MANAGED PRINT SERVICES. Manage Costs Extend Equipment Optimize Usage Increase Uptime Know the Answers

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Garry Barnett
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1 MANAGED PRINT SERVICES Manage Costs Extend Equipment Optimize Usage Increase Uptime Know the Answers

2 MANAGED PRINT SERVICES Here s What a Print Assessment Can Accomplish: Determine what you spend annually on copying, printing and faxing. Quantify how many multi-function printers (MFPs), standard printers, copiers and fax machines your company owns or leases. Audit the document equipment contracts and vendors your company manages. Determine the age of each piece of equipment. Examine the warranty parameters and expirations for each device. Review how often your equipment is in need of service. Determine whether your equipment is being used at capacity or over capacity. Define how often you will need to replace the equipment. Take stock of how many different types of toner and toner waste cartridges you stock. SymQuest.com

What is Managed Print Services (MPS)? SymQuest Managed Print Services (MPS) puts your MFPs, printers, copiers and fax machines under our care.

Our certified technicians and engineers will take care of your equipment ensuring that your software is not only up to date but that your fleet is optimized according to its usage.

Meter readings and supplies are automatically monitored leaving your employees to do their work, not ours. Why Trust Your Network to SymQuest?

3 What is Managed Print Services (MPS)? SymQuest Managed Print Services (MPS) puts your MFPs, printers, copiers and fax machines under our care. We manage your fleet by providing the service, supplies, maintenance and monitoring so that your equipment is always running at peak performance. Our certified technicians and engineers will take care of your equipment ensuring that your software is not only up to date but that your fleet is optimized according to its usage. Our engineers detect and manage problems remotely before your network administrators and end users are impacted. Meter readings and supplies are automatically monitored leaving your employees to do their work, not ours. Why Trust Your Network to SymQuest? SymQuest is the industry leader with a national reputation for service excellence and innovation. We are authorized by Konica Minolta, Kyocera, HP, PaperCut, ecopy, Virtual Works, Dell, and more. We maintain the highest level of certification with our vendor partners to provide the best service possible. SymQuest is ranked as Northern New England s #1 MSP by MSPmentor. We Are IT for Business

4 Sentinel Technology To provide optimal management of your fleet, SymQuest will install our Sentinel software on your network. Sentinel acts as a data collection agent over a secure web browser. This innovative technology enables us to monitor your equipment, supplies, meter readings. Status reports are then provided from our remote Network Operations Center (NOC). Your executives and IT professionals will have access to straightforward reports providing critical insight into costs, usage and current conditions of your document equipment. Reporting Costs associated with each device Online supplies ordering Proactive equipment maintenance Meter Reading Sentinel software gathers meter data for each print device and delivers it securely to SymQuest at scheduled intervals, without taking up your employees time. SymQuest Print Device/Copier Data/Information SymQuest.com

5 Client Support Do More With Us We are high tech and high touch. Our high percentage of calls answered by support personnel within three rings indicates our commitment to providing service when you need it right away. 96 % of all service calls are answered by a real person within 3 rings. On Demand Inventory SymQuest invests $2.5 million so that the part will be there when you need it right away. Orders for parts and supplies placed by our clients, technicians and engineers by 3:00 PM are guaranteed to be processed same day. 100 % of all toner orders placed before 3:00 pm are processed the same day. We Are IT for Business

6 Remote Support We Are Roadside Assistance Our Technical Assistance Coordinators (TAC) know your equipment well and are able to of your hardware issues right over the phone, without having to dispatch a technician, requiring you to fix it yourself. That means quicker uptime for your business. solve many and without Average number of service calls per month closed remotely 300 IT for Your MFP Our software engineers can work on your computers securely and adeptly from their consoles in our Network Operations Center (NOC). 98% of your support calls that have to do with and connections between devices can be resolved over the phone. 98 % of and connectivity issues are resolved over the phone. SymQuest.com

On-Site Support Quality Service Comes First A number of service calls are resolved over the phone. When a service technician is dispatched, they typically resolve the problem on the first visit.

7 On-Site Support Quality Service Comes First A number of service calls are resolved over the phone. When a service technician is dispatched, they typically resolve the problem on the first visit. In fact, 85% of calls are resolved without a second site visit. 85 % of on-site service calls are resolved without a second visit. Speedy Response We understand how heavily you depend on your document equipment and strive to make sure you are up and running as quickly as possible. Our response-time targets are as follows: 4 HOURS MFPs ppm 8 HOURS MFPs <31 ppm, all printers We Are IT for Business

Connectivity Services The following connectivity services are included with all connected equipment under the care of your MPS contract: Network evaluation. Integration of devices to existing network.

8 Connectivity Services The following connectivity services are included with all connected equipment under the care of your MPS contract: Network evaluation. Integration of devices to existing network. Installation of print drivers on servers and workstations. Installation of advanced printing utilities on servers and workstations (if applicable). Configuration of mailboxes for end users. Optional training for network administrators on web interface, network utilities, cost accounting, job tracking and functionality. Configuration of scanning features (scan to , scan to file, scan to FTP), LDAP configuration, set up address books for and fax; scanning defaults set up; ecopy Scanning Solution installed and configured. Mobile applications installed on server and MFP (does not include installation on phones). Training for end users on printer drivers, scanning features, mailbox printing, print utilities and color calibration. Service Agreements Our MPS Agreements feature: Contracted cost per print that includes service, parts, labor, and toner on copiers and printers. Network connectivity support, included with all of our agreements. Secure data collection on all meters for ongoing reporting. Response time targets by certified technicians. We fix it right, right away! SymQuest Security Policy Every SymQuest supported device will have all client information removed, and the hard drive cleaned and reformatted. SymQuest.com

9 Mobile Printing Print from any mobile device to any of your networked printers. SymQuest provides mobile printing services for any school or business, from the small office to the enterprise organization. Print Monitoring To make educated and profitable decisions, you need the critical data. Print monitoring services provide you with everything you need to know to proactively and prudently manage your document equipment. Audit of your entire fleet types of MFPs, printers, copiers, faxes, and their locations. Status reports which pieces of equipment are, and are not, running at peak efficiency? Analysis of print and copy output total output, color vs B&W (if applicable), toner levels, and costs per page. MFP Security Options MFPs are equipped with data storage units and regardless of the manufacturer s assurances that the data is secure, we recommend choosing one or both of our security options: Hard Disk Drive Data Erase Function clears data using one of three overwrite patterns selected by your administrator: Clear once with null data Clear once with random data Clear 3 times with random data Hard Disk Drive Data Encryption Function activates 256-bit AES encryption and encrypts the data as it is being written to the hard disk to prevent data from being exposed if unauthorized personnel physically remove and attempt to analyze the data. Assess the Situation Printing costs can account for 15% of a business s annual spending. According to Gartner Research, 90% of businesses have no idea how much they spend on document output. Our Print Management Assessments help our clients save between 20-30% on their printing costs. We Are IT for Business

Call Escalation Process HARDWARE / EQUIPMENT ISSUE Call Center Hardware / Connectivity SOFTWARE / CONNECTIVITY ISSUE Technician Dispatched Connectivity Engineer Field Service Manager Director of

10 Call Escalation Process HARDWARE / EQUIPMENT ISSUE Call Center Hardware / Connectivity SOFTWARE / CONNECTIVITY ISSUE Technician Dispatched Connectivity Engineer Field Service Manager Director of Service (Service Loaner) Issue Resolved Connectivity Manager Manufacturer Phone Support Manufacturer Engineer Dispatched Manufacturer Engineer Dispatched Machine Replacement (5 Year Fix / Replace) SymQuest.com

11 We Make it Right, Right Away We strive for perfection, and we know that sometimes we fall short of the goal. When our customers are not satisfied, we ask for solutions. SymQuest makes these additional commitments to service excellence: 12-month technology upgrade/exchange program on all Konica Minolta, Canon and Kyocera MFPs Repair or replace commitment: if at any time, during the first 60 months of new equipment purchase, SymQuest is unable to maintain that equipment at an acceptable level of performance, we will replace it with technology of equal or greater capability at no additional cost to your organization. Equipment and connectivity training from a certified SymQuest representative. Ongoing connectivity support included. Creating Raving Fans, Every Day 12 % 85 % of all calls are fixed remotely within minutes of the service request by our Technical Assistance Coordinators (TAC) eliminating the need to wait for a Service Technician. of all calls where a Service Technician is dispatched are resolved on the first visit. We Are IT for Business

12 SymQuest.com Dual Headquarters S. Burlington, VT Westbrook, ME Branch Offices Plattsburgh, NY Rutland, VT Keene, NH W. Lebanon, NH Lewiston, ME Secure Data Centers S. Burlington, VT Portland, ME

How to Choose a Managed Services Provider

How to Choose a Managed Services Provider Finding Peace of Mind If you re outsourcing your IT services, you need to find a Managed Services Provider you can trust. A technology partner with the experience,