Multi-Function Network Printer Support

Enterprise Network Printer Support

Category: Print and Mail Services

Multi-Function Network Printer Support services facilitates the acquisition, installation and support of network multi-function printers. The State of Illinois has fully subscribed to the installation and use of networked multi-function office devices in support of printing services. The State of Illinois is also dedicated to replace:

  •   Legacy printers not designed for networked multi-function use
  •   In-service printers that are determined to be under-utilized and stand-alone printers. 

The overall objective is to reduce the volume of printer-paper use, efficiently deploying the optimum number of networked multi-function office devices and benefitting from vendor warranties through lower maintenance expenses.

Product Features and Descriptions

Standard

  • ​Business-requirements assessments will be performed to determine an appropriate solution based on function, throughput volume and site logistics
  • Determine printing needs based on business requirements
  • Network attachable multi-function printers in various capacities and scale to satisfy dynamic user business demand
  • Delivery, initial installation, connectivity, user training, operating supplies and relocations for the printers
  • ​Continuous maintenance support 

Rates and Billing

Fees are incorporated in the lease agreements.

Ordering and Provisioning

​Service will be procured, modified or cancelled by selecting the "Order Services" button near the top of the right pane.

DoIT Responsibilities

  • Service provisioning and implementation
  • Incident resolution
  • Routine maintenance
  • Work with the customer to determine printing needs based on business requirements
  • Provide support of installations, configuration and network connectivity

Agency Responsibilities

  • Develop and implement agency governance to ensure staff compliance with DoIT incident reporting and request requirements
  • Complete and submit all necessary requesting documentation sufficiently in advance of the needed support such as device acquisition, installation or relocation including a "Network Printer Install Information Form" for each device
  • Promptly communicate all device operating and connectivity incidents in accordance with established reporting channels
  • Ensure that end users understand that relocation of networked multi-function office device​s must be coordinated with/through DoIT

Service Levels and Metrics

​Service Fulfillment/Provisioning
Staff will respond to service requests during the published business hours. DoIT targets to provision this service within 50 days of the initial lease assessment.
 
Incident Response and Resolution
All incidents related to Xerox will be addressed according to the master contract service level agreement. To report an incident, click here "Xerox Printer/Support Troubleshooting" or contact Xerox directly at 800-821-2797.
 
Service Availability 
This service is currently available excluding planned outages, maintenance windows and unavoidable events.