GDS-Print - Printer Responsibilities
This document outlines how we should handle situations where printers need hardware repair, supplies, or scheduled maintenance.
Notes
Ricoh Printers managed by DoIT Publishing and Printing are leased, and DoIT Publishing and Printing handles the billing, supplies, scheduled maintenance and repair. Ricoh Purchases are via DPPS - https://it.wisc.edu/services/digital-publishing-and-printing/
Contact one of theses for a quote:
- Paragon Development Systems
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Hewlett Packard
Tiffany Franklin or Government Sales Team
Inside Sales
800-966-6090
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- Vanguard Computers, Inc.
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Hewlett Packard
Kristin Woodburn
Sales Support
800-993-2229
262-317-1999
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Determining if a printer needs repair or scheduled maintenance
How to determine if the printer is managed by DoIT Digitial Publishing and Printing (DPPS), Gordon Flesch or should be serviced by a 3rd party?
- DPPS manages all Ricoh printers located on this list: DoIT Supported Network Printer List
How to contact DPPS for support (Maintenance/Supplies/Billing/Repair).
- DS techs and customers can contact Ricoh directly for supply or maintenance requests by calling 1-888-456-6457. Be sure to have the printer's serial number or ID ready (both are on a sliver sticker on the printer). Response time for maintenance is typically 4 hours and 3-5 business days for supplies.
- Contact Kinho Lee (kinho.lee@wisc.edu) for billing questions. If Kinho is out email his backup, Tom Harron (Thomas.Harron@wisc.edu).
How to contact Gordon Flesch for support.
- Fill out the form or call the number located at: http://www.gflesch.com/client-tools/technical-support. You will need the Equipment ID (should be listed on the printer or somewhere in the paperwork taped to the printer) and optionally the model and serial number
How to contact a 3rd party for HP Printer Support.
- Contact Barb Johson (barb.johnson@wisc.edu,608/890-3559) in the Purchasing department.
- Any repairs need a pre-authorized purchasing order before support can be provided through with the Purchasing Department. Our current provider is Premier Laser Printers, LLC.
RACI Chart is documented here: https://vipportal.it.wisc.edu/printer-support/