Support

It depends on the type of product that you’re inquiring about. For hardware and MFP-related inquiries, we handle roughly 87% of issues remotely, over the phone.

• Installation of print drivers
• Showing users how to scan to folder, email or basic machine setting changes
• Basic print/scan workflow training
• Basic machine error codes
• Solution support (PaperCut, PrinterCloud, CentraQ, FM-Audit)
• Firmware updates (not all can be done remotely)
• Backup retrieval

• Error codes related to mechanical failures
• Error codes that return after machine resets
• Firmware updates (Not all can be done remotely)
• Copy quality Issues
• Secure environments preventing the help desk from connecting remotely
• Installs: Every install requires a tech or engineer onsite for confirmation of physical setup and environmental conditions
• Preventative maintenance

Please contact the help desk with your initial inquiry. They will troubleshoot it remotely first and escalate to onsite support if needed.

The help desk team will install utilities such as Konica PageScope data administrator, Kyocera Net Viewer or Ricoh Manager NX Lite onto IT computers and servers to allow administrators to manage their devices. IT reps will receive training on these utilities.