Availability Services keeps your fleet working and proactively resolves problems.
In many companies, printing devices account for half of all network traffic - and more than half of help-desk requests. Those companies are wasting time and money if they don’t have a strategic approach to maintenance and repair. This requires specialized expertise and considerable resources. Lexmark understands the output environment in a way that few companies do, because it’s our only business. We’ve developed a comprehensive set of tools and processes that can keep your devices up and running while conserving your time and money.
Beyond "Break/Fix"
Availability Services is much more than a repair contract: it can monitor, detect and diagnose many problems from a remote location. It's a highly complex system, the result is simple: most issues are resolved before you even notice them.
How It Works
Each output device whatever its brand generates information about itself - page count, toner level, readiness, and more. On site, Lexmark Data Collection Manager (LDCM) collects device Information, compiles it and sends it over a secure connection to Lexmark's data warehouse (ARMS). As data is regularly collected, any issue requiring attention will actioned by the Availability Services process. Often, this response is electronic and when necessary, Lexmark Availability Services will dispatch a technician to the device location. Lexmark also provides preventive services through restoration of device and firmware settings throughout the fleet, which results in fewer incidents. Ongoing analysis of tracked incidents enables our technical consultants to anticipate a need for user training or a preventive action on a range of devices.
Management of a large output fleet requires special expertise and the right resources. Lexmark Availability Services can give you a fleet that works harder, lasts longer, and costs less to run.
Basic and Enhanced Availability
Availability Services comes at two levels. Basic Service begins by giving you fast access to help when you need it. Calling a dedicated number, you will be identified by the Lexmark's support team. This means a faster response, and gives the support team a head start in accessing your information and having a thorough knowledge about the service history of your devices. What’s more, your team is backed by Lexmark’s entire support process - a process that includes customer feedback, new product development, service and diagnosis training.
Depending on your requirements, Lexmark will create a Service uniquely suited to your needs:
- Guaranteed Response Time, for urgent problems.
- Trouble ticket integration, to spot and resolve early device problems.
- A dedicated, on-site technician who can field and troubleshoot service calls right away.
- Configuration management to enforce device and firmware settings throughout the fleet, ensuring standards and enabling fast resolution of any problems.
