Printer and Copier Service and Repair

Type

Procedure

Category

Technology

Department

Printing and Graphics

Phone

(541) 463-5675

Primary Contact

Tony Sanjume

Contact Email

Responsible Executive Authority

Vice President, College Services

Purpose

To provide guidance on the use of printers and copiers at Lane Community College (LCC) in order to maximize efficiencies, conserve fiscal and natural resources, and create standardization with regards to managed print services.

Narrative

Information Technology (IT) manages service and repair in coordination with a third-party maintenance vendor.

Notification

When departments detect a problem with print or copier devices, they should contact a third-party support center directly: (Copytronix (CTX) or Pacific Office Automation (POA). The support center will coordinate with IT as needed.

Copiers and printers under contract have a label that includes the maintenance company's toll-free phone number as well as an administrative control number that will identify the machine type to the maintenance company. If your machine lacks a label, it is probably not on the service contract, and fees for service and repair will be charged to your department.

In most cases a third-party repair technician will return a service call within 1 hour, arrive to repair a machine in 4 business hours with the goal of affecting a final resolution within 24 hours. If the issue with the device is not resolved in a satisfactory manner, contact the IT Help Desk at x4444 or helpdesk@lanecc.edu. The IT Help Desk can determine if the issue can be resolved by IT staff or if the call should be escalated.

Current service, repair, and supply information is available on the Printing and Graphics page.

Defective Machinery

Faulty devices under contract will be replaced. If a department has a device that does not function properly and constantly requires repairs, IT will determine if replacement is warranted according to agreements with the maintenance and leasing companies. Contact the IT Help Desk to initiate this process.

Date Adopted

Monday, October 27, 2014

Date Last Reviewed

Monday, August 31, 2015