Project
Provision and maintenance of multifunction printers and maintenance of printing equipment owned by Alpha Bank
Solution
The activities carried out under the contract are analysis of printing, planning, delivery and complete service maintenance of 150 rented devices and more than 300 devices owned by Alpha Bank in more than 90 offices of the client throughout the country.
Print volume – more than 2 million copies per month, deadline for problem solving – up to four hours at the client’s location.
The activities have been carried out in compliance with the best practices set out in the service management standard ISO 20000-1: 2011 and ITIL. Upon performance of the service, common processes of KONTRAX and Alpha Bank have been developed for service management, incident management, configuration management, monitoring and management of service availability and management of the service management levels. With the help of 28 service centers, KONTRAX fulfills the client’s requirements without delay.
In addition to the contract, KONTRAX performs management and supply of paper on time to any office of the bank.
The deployment includes the delivery and installation of 150 Kyocera multifunction devices in 90 offices of the client throughout the country, deinstallation of old devices,commissioning, user training, installation of software system for device monitoring and management, system integration.
The provision of the service includes hardware maintenance, making repairs, delivery of consumables and spare parts. Management of maintenance activities includes proactive actions aiming to ensure continuity of printing and scanning service at the offices of the principal. Planning deliveries of supplies and spare parts is carried out on the basis of a device monitoring system.
The conditions for maintenance are delivery of supplies within 8 hours after running out of available consumables, telephone support (Hotline support) for 9 hours, 5 days of the week, 4 hours time for problem resolution. With its service network, KONTRAX provides the required levels of service maintenance without delay in accordance with the client’s requirements.
For the needs of service management, KONTRAX has deployed a software system for monitoring and managing of the Kyocera devices. The system allows continuous monitoring of the devices, their status, registration of messages of faults, problems or loss of functionality. The system also provides reports on the use of the devices, printed pages, scanned pages and levels of availability of each device.
For the purpose of service management, KONTRAX has performed integration between the monitoring system, the system for recording and management of service orders of KONTRAX and the incident management system (HelpDesk) of the bank, thus showing every registered problem in the service order system and allowing immediate response and troubleshooting.
