Project
Rental of equipment and full service on the basis of “price per copy”
Solution
Analysis of printing, planning, delivery and full service of 140 devices in 140 offices of the client have been performed under the contract.
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.
The deployment includes the delivery and installation of 140 Kyocera multifunctional devices in 140 offices of the client throughout the country, deinstallation of existing devices, commissioning, training of users, installation of software system for device monitoring and management, system integration.
The service provision includes hardware maintenance and repairs, delivery of consumables. The management of maintenance activities includes proactive actions aiming to ensure continuity of printing and scanning service at the offices of the company. Device monitoring system helps to plan adequately the delivery of supplies and spare parts
The conditions of the maintenance are delivery of supplies within 24 hours after running out of the available toners, telephone support (Hotline support) for 14 hours, 7 days of the week, response time of up to 10 minutes and time for problem elimination of up to 240 minutes. With its service network, KONTRAX has provided the required levels of service maintenance without any 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.
In view of service management, KONTRAX has performed integration between the monitoring system and the system for recording and management of service orders, thus showing every registered problem in the system for service orders and allowing immediate response and troubleshooting.
