Service and Support

The Complete Managed Print Service considers both the client and the solution ensuring SLA's are achieved and communicated.

Management of the solution for an organisation should ensure performance stays at peak levels as the business case is being realised. This could be achieved through:

• Remote monitoring of the fleet, enabling pro-active support
• Efficient consumables replenishment processes
• Flexible service delivery options
• Periodic reviews of performance
• Accurate Management Information (MI) reports

In addition, the management phase can include:

• Service escalation processes
• Management structures to meet the your requirements
• Device specific alerts

Fleet maintenance

Maximising fleet uptime and client satisfaction are the main focuses of fleet maintenance. A suitable support infrastructure is crucial to achieving this.

Hardware support
Hardware support options are available to ensure the smooth running of a multi-vendor document fleet, . These can include consumable-only fulfilment and extended warranty options on printers, through to full service maintenance agreements which incorporate contracted SLA's, on-site repairs and consumables.

Solution support
Comprehensive service packages are available which help users get the most out of print management software. Whether help is needed installing or updating software or solving technical issues, a dedicated and highly skilled IT team can be made available either remotely or on site.

On-site support staff
Where the requirement exists, resident support staff can be provided to ensure maximum uptime of the estate and SLA's are achieved.

Real-time monitoring of the multi-vendor print fleet allows proactive incident handling, consumables management and remote meter reading collection.

Consumables replenishment
The automatic replenishment feature of facilities manager allows Just In Time (JIT) delivery of consumables, thus minimising the stock-holding requirements whilst ensuring the maximum uptime of the fleet.

Service

Complete provides all levels of technical support to address any issue, ranging from the basic break / fix support to questions relating to Complete software and solutions. We can also provide on-site help desk support who will work with your existing support.

We communicate progress and value to our clients through tangible measures of success: including number of service calls, number of resolved and dispatched calls and number of repaired / exchanged units.