POLICY: The recommendation to the Student Services Technology and Assessment Steering Committee that printer repair should continue on a "Time & Material" basis was approved as of 4/29/05.

PROCEDURES: Student Services Workstation Technology has implemented the following printer repair procedural workflow for SSTA-WT Supported Laser Printers. Ink-based printers generally are not worth the repair expense to repair.

For laser printers not on the SSTA-WT Supported List, the department has the option of using this same vendor and pre-arranging their own service and payment. Contact the SSTA-WT Manager if you would like information to make these arrangements.

PRINTER PROBLEM PROCEDURE WORKFLOW:

INTIATING A SERVICE REQUEST:

Supported departmental users will continue to report printing incidents to the SSTA-WT Help Desk through the normal channels.

The assigned SSTA-WT staff member will diagnose the problem to the best of their ability, and provide a fix within SSTA-WT's scope of responsibility (i.e.: connection problem, queue management, user printer assignment, etc.), involving ITaP as necessary for infrastructure issues.

For incidents that require printer repair, the assigned SSTA-WT staff member will collect the needed information so that an external Service Request can be made. As before, the departmental coordinator will be advised of the need for a cost-based repair and will need to provide an account number to be charged via an email. All authorization emails are to be pasted into the Remedy case for later cost reconciliation and recovery.

Printer repair service requests are made to Cannon IV of Indianapolis, Purdue's preferred printer supplier. A six-digit Printer ID or "asset tag" number is supplied by Cannon IV and is indicated on the printer label on all supported laser printers. Cannon IV will supply the asset tag number for new printers prior to delivery, as well as, add a proof-of-warranty reference and warranty expiration date to the online database machine record.

Service Requests will be placed online via www.cannoniv.com using the Printer ID from the Asset Tag. The Hardware Advisor or backup staff member can submit a Service Request using the SSTA-WT Logon ID/Password. Service Request activity will be monitored by both SSTA-WT & Cannon IV Management and adjustments made as necessary.

SERVICE REQUEST TERMS:
Cannon IV's Service Level for printer repair requests is to be onsite within 4 business hours at a rate of 90% of the time.

Cannon IV's current Purdue discounted service rates are:

• Trip Charge waived for Purdue Services.
• $45 per half hour of labor - half hour minimum, billed in half hour increments.
• Parts as required.

Note: Since HP black laser printers come with a standard 1-year "Return-to-HP" warranty, and no extended warranty is purchased for our printers; the Trip Charge will apply to these printers under warranty to cover the trip "onsite." The Trip Charge exemption does apply to these warranty printers. HP color laser printers have a 1-year onsite warranty.

The cost for the Service Request will initially be charged to a standing SSTA-WT Purchase Card on file with Cannon IV. The limit for a single incident of repair is $275 before additional authorization is needed from the department to proceed with the Service Request incident.

SERVICE REQUEST IN ACTION:

The Cannon IV Service Dispatch Center and Customer Support Center are both alerted via email upon an online Service Request submission and dispatch one of their Service Technicians within their Service Level timeframe unless noted otherwise in the Service Request.

The Service Technician that is dispatched will contact either the SSTA-WT Help Desk at 765 494-4357 (answered 7:30-5:00 M-F) or the Departmental Coordinator to notify us s/he is en route to fix reported printer with their eta. The department can then make arrangements to provide an escort if needed due to Restricted areas. If a departmental contact is unavailable, the SSTA-WT staff member will escort the Service Technician in Restricted areas.

The Service Technician will diagnose and, if possible, fix the problem up to the single incident repair limit. If the repair is determined to exceed the single incident limit, the Service Technician will notify the SSTA-WT staff member or, if no answer, the SSTA-WT Help Desk with an estimated repair cost so the departmental coordinator can be queried. The Department's Coordinator will arrange a 2nd email authorizing the continued printer repair in excess of the limit.

For sign-off of their efforts for each Service Request visit, the Service Technician will need to obtain a signature from the Departmental Coordinator, the user area's management, or an SSTA-WT staff member. The name should be printed so that it's legible.

When additional visits are required to resolve a Service Request, the Service Technician will follow this same procedure.

CHARGES FOR REPAIRS:

Using the SSTA-WT Purchase Card provides an audit point for reviewing Service Request performance and costs. On a monthly basis driven by the SSTA-WT Purchase Card reconciliation, the Service Requests will be verified as successful and the appropriate Journal Vouchers will be processed for reimbursement from the department's provided account funds.

Cannon IV processes credit card invoices once per week. A temporary SSTA-WT Purchase Card limit increase can be requested through the VPSS Business Office if needed and is usually granted within a few business hours.

ALTERNATIVE TONER CARTRIDGES: