OIT Service: Printer Support Policy for the OIT Managed Desktop Service
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This document is intended for customers of OIT Desktop Services and provides details on the conference room support services provided to those customers. This document is not intended as a "How to", but to provide information to customers regarding policies & requirements of the support process.
Table of Contents
Supported
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In-Scope: Departments and devices are supported by OIT_DESKTOP_SUPPORT
Out of Scope: Colleges, departments and devices that are not supported by OIT_DESKTOP_SUPPORT*
*The university as a whole may be subject to some policies linked below, but may not have a contract for support from OIT or follow the same practices to meet these guidelines.
Information
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The OIT Managed Desktop Service will endeavor to solve printer problems whenever possible.
- Standard networked printing including client-side connectivity and printing functionality, is supported.
- Set-up and installation of local printers is supported.
- Triage and troubleshooting of printer problems.
Connectivity and drivers
- Connect the Supported Unit’s printers (e.g., IP assignments, port activation).
- Create the appropriate print queues on the OIT-provided print servers.
- Install the necessary print drivers on the Workstations.
Troubleshooting
- OIT will provide basic troubleshooting of printer problems as they occur.
Maintenance
- The Supported Unit will be responsible for clearing paper jams, refilling ink, toner and paper trays, installing other consumable parts (e.g., fuser kits), and performing physical repairs to Unit-owned printers.
- Supported Units must seek printer hardware maintenance at their own expense through authorized service providers such as ATS, Wolfcopy, etc.
Networked Printing Support
WolfCopy-supplied Device
- The Unit will be responsible for contacting WolfCopy support technicians concerning network connectivity and maintenance.
- The Unit will be responsible for configuration, address book and associated data.
- The MDS Tech Team will work with Wolfcopy to configure the set-up of scan-to-share and scan-to-email features.
- Scan-to-email and scan-to-share features are supported.
- The Unit will be responsible for working with Wolfcopy regarding physical maintenance, repairs, relocation, and consumables (e.g., toner, ink, paper, fuser kit).
Unit-owned Device
- OIT will provide general printer support for network connectivity & security, user access from endpoints via group management & driver deployment, and answer questions, but we are often limited on in-depth support we can provide for a Unit-owned, network-attached device. OIT will do our very best to assist in solving your problem. If we cannot, after a reasonable attempt, we may refer you to an authorized service provider.
- The Unit will be responsible for advanced configuration, address book and associated data.
- The Unit will be responsible for the physical maintenance, repairs, relocation, and consumables (e.g., toner, ink, paper, fuser kit).
- Scan-to-email and scan-to-share features are NOT supported.
Wireless Printers
- Printing to a wireless printer is not supported.
- Wireless printing is not considered secure or manageable by OIT Managed Desktop Services.
IP Printing
- OIT Managed Desktops will not add printers via IP address. Networked printers should be managed via print-server and reside on the private, secure printer VLAN.
Escalation
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All additional information or questions can be directed to the Team leads or Manager of the OIT_DESKTOP_SUPPORT assignment group.
Related Documents or Links
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https://oit.ncsu.edu/my-it/wolfprint/
https://procurement.ofa.ncsu.edu/our-services/wolfcopy/
Title: OIT Service: Conference Room and Audio Visual Support Policy for the OIT Managed Desktop Service
Service/Product: Conferencing & Telephones
Template if applicable: NA
Assignment Group(s): OIT_DESKTOP_SUPPORT
Document Owner: Darrick Bremner
Available Priorities: High, Medium, Low
Keywords: OIT Managed Desktop Service, printer support, wireless printing, wireless printer, policy, relocation, wolfcopy, Duraline, unit owned, what do you support on our printer, I need printer support. Printer Support Policy for the OIT Managed Desktop Service