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One of the biggest complaints we hear from our new clients is that their previous printer/copier company took too long to respond to requests for service. This includes the time they take to answer phone calls and ticket requests online, as well as the time it took to resolve their problems effectively.
They tell us that their previous technician:

  • Didn’t return their calls promptly.
  • Only made onsite visits when it was convenient for them.
  • Took too long to resolve printer and copier problems.

This is unacceptable. Every minute of downtime costs you in productivity. Your printing service company should always treat your problems with a sense of urgency.

What Should You Expect From Your Printer/Copier Service Company?

Did they provide a Service Level Agreement (SLA) that clearly defines acceptable response and resolution times? Many print service companies claim that they will respond to and resolve your issues quickly. But unless they measure this and provide statistics showing what they can do, these promises mean nothing.
A company that continually assesses their response and resolution times will be more effective. If for some reason they can’t meet an expected response/resolution time, they should clearly communicate why.

Response Times

Your SLA response time refers to how quickly your print services company will respond to a technical issue that you raised via a phone call, email or another method. And, they should be easy to contact by phone, email, or via an online service portal.

Phone call response times may be measured in the number of rings it takes for you to reach a technician. Or it may specify how quickly you will reply to an email, voicemail message or online ticket request. Most businesses expect that their complaints will be addressed over the phone, by email, or online within an hour.

It’s also important that your printer/copier company clearly define their work hours and ensure that you know that only these hours are included in response time. For example, if their operating hours are 8 am to 5 pm, Monday thru Friday, and you place a request at 4:55 pm on a Friday evening, the response time might at 8:05 am on Monday morning. So, officially the response time is 10 minutes. This is acceptable because it’s based around their business hours.

Resolution Times

This refers to the length of time it takes from the time a ticket request is logged until the issue is fully resolved. Typically, a printer/copier company will establish a range of job priorities with a target resolution time for each. For example, a downed printer will be a higher priority than setting up a new copier.
Just like response times, it’s important to understand that resolution times are calculated based on the agreed-upon working hours. And your print services provider should stipulate that a resolution time starts when the request is logged.

For example, your printer/copier company might specify that when a printer goes down the problem will be resolved within 4 hours, where routine maintenance will be completed within 48 hours. These resolution times assume that your print equipment is solid to begin with. You can’t expect your techs to abide by resolution times if you haven’t kept up with maintenance requirements, or if the printer/copier needs upgrading.

What Happens When You Don’t Get Prompt Service?

If you’re not getting prompt service, your business could face the following consequences:

  • When you can’t print or copy the documents you need for a meeting or a proposal for a prospective client, you won’t be as effective as you could be. You also look bad, and your company does too.
  • Slow response and resolution times can affect your profits. If your printer/copier tech is always slow to respond, you won’t be able to provide the service that your customers expect. If your customers have a choice, they may leave your business and go to a competitor.
  • You’ll be wasting money if you pay for monthly service. You’re not getting your money’s worth for service you’ve invested in. One of the reasons businesses sign up for Managed Print Services is to benefit from prompt response and resolution times.

Who Can Provide The Printer/Copier Service Response & Resolutions Times You Require?

The team at Kyocera/ One Source Imaging Solutions knows that response and resolution times are important, and we stand by our SLAs.

  • Our response time is under 4 hours for service calls.
  • Our first call fix-rate is over 80%.
  • As a result, our clients experience uptime averages of 96%.

When you work with a company like Kyocera /One Source who responds and resolves your issues promptly, you’ll have the peace of mind you need to know that your printers and copiers will run efficiently, securely and will be there when you need them.

For more information about response and resolution times, or to schedule a Complimentary Print Assessment, contact the team at Kyocera/ One Source. We have offices in Washington, DC, Baltimore, Southern/Central New Jersey, Philadelphia, Delaware and Southern Maryland. If your organization is located within these vicinities, you can benefit from our prompt, local support.

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