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 in the deep 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 Desktops.
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://classtech.oit.ncsu.edu/
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: AV, audio visual, conference room, OIT Managed Desktop Service, managed, display, Classtech, integrator, hourly, support, policy, installation, conference, room, state contract, AV support, get conference room support, how to get AV support, conference room support