Support & Manage Stage
Giving you piece of mind through the best support
No matter how well thought out a Managed Print Service is, without the right level of support it will most likely fail. A successful Managed Print Service provides a productive print environment using the optimal amount of equipment, but if this equipment doesn’t work and your employees can’t print, it affects both their productivity and moral.
TDP Global’s Managed Print Service is powered by a suite of innovative support services that we’re confident are unparalleled in the industry. Our expert hardware and software engineers, supported by an experienced team of service controllers, are core to our commitment to providing you with a truly unique and guaranteed customer service experience that you can rely on.
Preventative Maintenance Service
Why wait for your device to go wrong?
Underpinning your Managed Print Service is TDP Global’s pioneering Preventative Maintenance Service. This premium pro-active service replaces the low quality reactive service that is pervasive in the print service industry, providing a best-in-class service backed up by quantifiable statistics.
Each month, every print device receives a scheduled Preventative Maintenance visit from a fully qualified engineer, who performs a critical 16 point inspection to maintain print quality, ensure problem free operation and reduce your administration.
Remote Monitoring Service
Automating your printer administration
TDP Global’s Remote Monitoring Service gives your staff more time and increases up-time for your printer fleet by automating the administration of your devices.
- Automated Meter Readings Service
- Automated Machine Diagnosis Service
- Automated Toner Ordering Service
- Fleet Activity Reporting Service
The secure web-based service solution monitors your devices 24/7 to resolve potential issues before they happen. Alerts such as error codes and paper-jams are automatically reported to our support service to diagnose and escalate to a local engineer if needed, all without interrupting your day.
Telephone Support Service
We’re here to help, just pick up the phone
In the rare event that you need to contact our service department, you’ll be glad to hear that our service team are here to answer your call within three rings. Whether you need to report a problem that’s stopping you from printing or copying, or perhaps need help configuring a printer driver, our experienced and friendly team will help fulfil your request.
- Problem reporting
- Printer driver assistance
- 6 teams members available to help
- Freephone 0800 number
- Remote support
Unscheduled Calls
Swift assistance for unexpected issues
Our aim is for your print devices to operate at 100% uptime. We’re not doing too badly, with an average uptime of 98.76% across our entire fleet of Preventative Maintenance machines. But potential issues can happen that we can’t always maintain against, such as paper-jams and user problems.
- Average response time of an engineer on site: 1 hour and 58 minutes
- Average number of unscheduled calls-per-engineer per-day: 0.75
- 98.2% fixed on first visit
- CRB checked engineers
Print Software & Graphics Support Service
Because not everyone is an IT genius
While there is plenty of focus on maintenance and toner supply for printer fleets, what is often ignored is the support of printer software, including drivers, print management software and RIPs. Your multifunctional printers may be 100% functional, but if people can’t print to them, their productivity will suffer. Within our Managed Print Service support is direct access to our accredited Professional Services team, who oversee all aspects of network printing, setup and calibration.
- Driver installation and profile creation
- Print rules and routing creation and support
- Scanning workflow creation and support
- Fax service management
- Remote access and support
- RIP calibration and colour correction – Fiery
- ITIL trained IT Professional Services Team