OURSERVICES

OURSERVICES

Version 290616

ContentsPreventative Maintenance .................................................................................................................................................................................... 4

Unscheduled Calls ..................................................................................................................................................................................................... 8

Remote Monitoring ................................................................................................................................................................................................10

Service Contracts ..................................................................................................................................................................................................... 12

Our Accreditations .................................................................................................................................................................................................. 14

“Reactive Maintenance is the repair of equipment when it has already broken down. It is also known as run-to-failure

maintenance and fire-fighting maintenance.”

“Preventative Maintenance is the regularly performed inspection of a piece of functioning equipment by a field

engineer to identify and correct potential faults before they occur.”

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Prevention is better than cure

PREVENTATIVE MAINTENANCE

When your multifunctional photocopiers break down it can be very frustrating. It doesn’t just stop your employees from printing, it can stop them from copying, faxing and scanning - causing real problems for your business. But have you ever stopped to think why your photocopiers are breaking down? Surely you are paying someone to maintain them, so why do they keep failing?

Systems Technology designed Preventative Maintenance for companies dissatisfied with the normal Reactive

Maintenance offered by the mainstream photocopier industry. It is a pioneering and unique service that

identifies and corrects any potential faults before they occur by using monthly scheduled engineer visits to

your machines, to keep them in their optimum state.

Preventative Maintenance is a completely different approach to the traditional Reactive Maintenance where

repairs are made after your multifunctional photocopier has failed.

We think prevention is better than cure. Don’t you?

PREVENTATIVE MAINTENANCE

PREVENTIONIS BETTER THAN CURE

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Jamming Prevention1. Clean and check document feeder

2. Clean and check paper trays / duplex unit

3. Inspect finishing accessories

4. Check and replace fusing assembly

Print Quality5. Check drum units and maintain associated parts

6. Inspect transfer belt and rollers

7. Check condition of developer and replace

Copy & Scan Quality8. Check and clean optics: glass and image sensors

9. Perform print quality calibrations

Our 16 Point CheckMaintenance & Support10. Check and replace toners, replace & order

11. Check waste toner unit, replace & order

12. Take meter readings

13. Update firmware

14. Check remote diagnostics

Cleaning15. Clean machine internally removing paper dust

16. Clean machine externally, all covers and panels

One less headache - I know that everything gets taken care of before I even have to

think about it.Arun Estates

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1. 12, monthly visitsYou should always get what you pay forWe have always thought that if you are paying for a great service then you

should receive a great service. That is why every month your multifunctional

photocopiers will be fully serviced by our own manufacturer trained engineers

to maximise their uptime and extend their useful life. They will fully inspect,

clean and replace any parts that are coming up to possible failure, enabling your

machines to run at their optimum level – after all, that’s what you’re paying for.

2. Document Feeder ServicingPaper jams are a thing of the pastWe know that there is nothing more frustrating than unexpected paper jams,

particularly when you are scanning or producing a long copy job. That is why we

check and, if needed, fully service your document feeders at every visit, replacing

feed rollers, gears, cleaning sensors and removing paper dust to keep you jam

and frustration free. Stress free scanning and copying, that’s the key.

3. Meter Readings and Toner OrdersGiving valuable time back to your staffYour employees have got enough to do without having to manage your

photocopiers. That is why we take care of the mundane tasks of taking accurate

meter readings and checking and replenishing your toners, giving valuable time

back to your staff. Each road based engineer carries spare toners, so if you are

running low we can re-stock you, or order more for quick free-of-charge delivery.

4. Machine CleaningIs that a new photocopier?Our engineers love hearing this; it’s almost a badge of honour. The reason is they

take as much care to make sure your machine looks good as it performs well.

Your photocopier is a large piece of office furniture and if it looks untidy, so will

your office. Our engineers will clean your machine from its document feeder to

feet, remove paper dust from the trays and leave it sparkling – like new.

5. Engineer to Machine RatiosTrue Preventative Maintenance needs numbersIt is important to understand the relationship between the number of machines

a company maintains and the number of engineers they employ. Suppliers who

operate Responsive Maintenance typically have a ratio of one engineer to every

two hundred and fifteen machines: 1:215. At Systems Technology, our ratio is

1:100 - we couldn’t provide true Preventative Maintenance any other way.

10 Compelling Reasons toChoose Preventative Maintenance

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C M Y KC M Y K

C M Y K

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6. Your reputation won’t be tarnishedMake the right decision for you, your staff and your businessJust like IBM’s famous phrase, “No one ever got fired for buying IBM,” our

Preventative Maintenance service won’t tarnish your reputation. When you

commit to a three, four or five year contract with a Reactive Maintenance

company you are taking a chance on their service promises being true. With our

Preventative Maintenance there is no risk of criticism because your machines will

always run at their optimum condition.

7. What is true preventative maintenance?Imitation is the greatest form of flatteryIt is embarrassing to mention it, and perhaps we should be flattered, but we hear

that other companies have begun to mention that they perform Preventative

Maintenance too. The thing is, there’s a huge difference between saying and

doing. Not all preventative maintenance is equal. While they may more accurately

provide a courtesy visit, this doesn’t provide the same comprehensive class of

maintenance that we work tirelessly to achieve. To check? Ask for terms.

8. Firmware UpdatesMaking sure you don’t miss outJust like your smart-phone, photocopiers have frequent software updates called

firmware updates. These updates are issued to add new features, improve reliability

or patch known problems. Unlike Reactive Maintenance companies, we check for

and install the latest firmware updates for your multifunctional photocopiers at

every visit, keeping your devices fully up-to-date.

9. Colour CalibrationConsistent results, every printYou have taken the time to perfect your document, so you deserve the perfect

print. At each visit, your engineer recalibrates your machines using industry

standard test charts to provide precise colour accuracy and density to guarantee

consistent print quality. Your presentations and documents will always have

the same excellent results, keeping your company looking professional and

presentable at all times.

10. The People FactorConstantly delivering knowledge and valueWhen you sign up for Preventative Maintenance you start receiving value straight

away. Our engineers are on-hand every month to answer print related questions

and guide your employees to being more efficient and productive. They get to

know you too, what you are trying to achieve and how we can provide innovative

solutions to help solve your challenges. The vast majority of our engineers are

long standing and all are manufacturer trained and CRB checked.

PMPM PM

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100% COMPLETE

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Compare this to your current serviceNo matter how hard we work to prevent problems, there will occasionally be unscheduled calls where we need to re-route an engineer from their Preventative Maintenance visits directly to the customer in need. These are typically user generated problems like correction fluid on the glass causing copy quality issues, or requests for help with printer driver settings.

Whatever the issue, our engineers can calmly attend and resolve it within

industry leading average times of under two hours. But how can they do this?

By performing regular Preventative Maintenance our unscheduled calls are few

and far between. So if a customer needs help, we simply re-route an engineer

to solve the problem and then resume the scheduled calls. Compare this with

Reactive Maintenance companies who are ‘fire-fighting’ every day to respond

to their back-log of calls.

UNSCHEDULED CALLS

ON HANDUNDER 2 HOURS

ON TIME

UNSCHEDULED CALLS

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Average Response Time – 1:52 minutesAn unscheduled service call is rarely an emergency thanks to our Preventative

Maintenance service. But whether you’re requesting help with an errant

jammed paper-clip or simply need assistance setting up a printer driver, on

average our engineers will be by your side within 2 hours.

Unbeatable Fleet Uptime – 98.47%We don’t want to blow our own trumpet…well we do actually. It’s only

through our Preventative Maintenance service that we are able to provide

our customer base with an unbeatable uptime of 98.47%. Can your current

supplier say the same? We’re tough on ourselves too because we measure

this from the point an unscheduled call comes in, to the time it takes an

engineer to resolve the reported issue - not the time they respond.

First time fix rate of – 98.96%There are certain things in life that you want to come back, like boomerangs,

but photocopier engineers aren’t one of them. Our Preventative Maintenance

service and carefully managed engineers’ parts stocks mean we can achieve

our truly impressive 98.96% first time fix rate. We know...this is a different level

of service.

Our statistics have been independently verified by Canon UK. Period measured June 2015 to May 2016.

We review our statistics every day and are happy to provide you with our latest figures.

AVERAGE RESPONSE TIME

98.47%

98.96%

We switched from our previous printer supplier to Systems Technology several years ago now and have

never looked back. Their customer service is second to none and, unlike the majority of suppliers, they look to

save us money on our print costs rather than keep trying to make us spend more, a very rare thing these days.

Hilbery Chaplin

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Giving time back to your companySystems Technology’s Remote Monitoring Services are a suite of Internet-based tools designed to reduce your multifunctional printer fleet administration and provide second level support for our Preventative Maintenance Service.

By automating everyday tasks, employees have

more time, reporting is more accurate and service

is improved. The suite comprises of four secure and

reliable automated services:

• Automated Meter Readings Service

• Automated Machine Diagnosis Service

• Automated Toner Ordering Service

• Fleet Activity Reporting Service

Using our Automated Machine Diagnosis Service

our service team monitor and pro-actively manage

your print fleet in real-time, diagnosing and

resolving unexpected faults and remotely reaching

out to help, without you having to make a call.

You can eliminate the mundane tasks of manually providing toner orders and meter readings with our

Automated Meter Readings and Toner Ordering Services that automate them instead, keeping your machines

replenished and billing accurate.

Each device reports on total pages printed for meter readings and also sends detailed information that you

can use review the status, workload and usage patterns of your fleet of devices in real time.

Each service is secure and completely under your control. Your device information is securely polled away

from your network using non-sensitive data that is of no use to anyone but us.

REMOTE MONITORING

REMOTEMONITORING

SERVICES

REMOTE MONITORING

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Automated Meter Readings ServiceCut administration time with automated meter readingsUsing our Automated Meter Readings Service you can remove the mundane

and time consuming task of giving monthly meter readings. The accurate

remote meter readings are taken on your behalf, saving your company

valuable time and making sure that your invoices are correct.

Automated Machine Diagnosis ServiceEngineers dispatched without you even having to callWith our Machine Diagnosis Service your multifunctional printers

automatically communicate their status to our service team in real time. If

a fault occurs, or your device is not performing to our set standards, we are

alerted without you having to make a call.

Our in-house engineers can remotely access and remotely resolve any issues

or instruct a site visit from an engineer. There’s a good chance we’ll have fixed

the issue before you even know about it.

Automated Toner Ordering ServiceImproving toner management and giving you more timeManaging whether you have the correct stocks of toners is easy with one

machine, but with more machines and model variations this becomes an

administration headache. With our Automated Toner Ordering Service, we

assess when toner levels are running low and arrange for deliveries to the

correct locations. This removes the frustrations of running out of toner and

keeps you stocked with the right levels.

Fleet Activity Reporting ServiceDetailed online fleet managementIf you want to discover more than just your fleet’s meter reading history,

you can with our online Fleet Activity Reporting Service. Detailed device

usage information, such as paper size, duplex printing rates, colour vs. mono

breakdowns and usage by device, are all available to you through a secure

portal with a private login.

Secure SSL CommunicationYour network is secure and protectedOur reporting and automated services adhere to the highest security industry standards. All

communications are passed across the internet in an encrypted format to enterprise class data centres

operating the highest levels of security.

COLOUR

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C Y KM

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TONER DELIVERYSERVICE

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Make the right decision for you, your staff and your businessChoosing a photocopier service supplier can be a stressful process. Signing a contract can be positively nerve-wracking. But why has this happened? The photocopier industry at large has a poor reputation founded on unfair service contracts, untrustworthy sales people, unkept service promises, poor response times and hidden incremental costs. Signing a photocopier service contract is seen as a necessary evil, and risking changing supplier is often excused with ‘better the devil you know.’ We think you deserve better.

We founded Systems Technology with the express desire to provide the industry’s best multifunctional

photocopier service via our Preventative Maintenance. But we didn’t want to stop there. Allied to this we

created our flexible, honest and transparent service contracts that have nothing to hide except our use of

100% genuine toner and parts. When you come to sign our contracts we want you to feel that you’ve made

the right decision for you, your staff and your business.

SERVICE CONTRACTS

OF MIND

TOTALPEACE

SERVICE CONTRACTS

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Flexible contracts. You choose.These days it is common to hear of employees innocently signing up their employers to lengthy contracts

that are very difficult to get out of. This isn’t only potentially expensive for the company but is likely to be,

unfortunately, embarrassing for the individual.

At Systems Technology, our Preventative Maintenance contracts range from one to five years and as you

would expect include all parts, labour and toner. So if you’re looking to change supplier, like what you hear

and would like to try us for a year – you can. You choose.

100% Original Toner & PartsDoes it matter whether your supplier uses original toners and parts? We think so. 3rd party supplies are cheaper

to buy, but these savings are rarely passed onto the customer. What companies receive instead are print

quality and reliability issues caused by consumables that were never designed for their equipment, like toner

build up, fusing problems and dirty prints.

At Systems Technology we think you deserve to get what you pay for, the best quality. Every customer’s

machine is supplied and replenished with 100% genuine original toner and maintained with certified

manufacturer parts to provide you with the optimum performance. We take no shortcuts.

No hidden chargesRight now, there is a practice so rife in the photocopier service industry that it has been given its own acronym:

FIRE - Find Incremental Revenue Everywhere. Service contracts are being offered with incredibly attractive

cost-per-copy maintenance charges, but they’re masking a number of hidden charges that businesses are

only discovering when it is too late. Tactics include:

• Hidden delivery charges

• Toner delivery charges

• Excess toner usage charges

• Annual maintenance charges

• Charging by per development rather than page = 4 x times the cost

We’d like you to be wary and question when something seems too good to be true. At Systems Technology we

have no hidden charges and are happy for you to view all our contract terms before signing our agreements.

It is very refreshing for someone to fulfil and even exceed all the expected service standards you set

yourself at our initial meeting.The Royal Academy of Arts

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OUR ACCREDITATIONS

Systems Technology has achieved the highest level of certification from

Canon and were the first UK document and print solutions company to

become a certified Canon Managed Print Services partner. Their capability

has been audited to Canon’s standards by a recognised expert third party.

The CompTIA Managed Print Trustmark identifies organisations that

provide best-practice based managed print services leveraging remote

monitoring technology and on-premise print services. This credential

goes only to businesses that demonstrate superior competency and

dedication to quality service delivery. Systems Technology is one of only

ten elite CompTIA MPS Trustmark holders in the UK (ATOW).

Ricoh’s certifications focus on four areas of key customer importance:

customer service delivery, using quality supplies, production print and

managed document services capabilities. Systems Technology meet the

highest standards in all these areas.

TRUSTMARKMANAGED PRINT

Helping you choose between suppliersIndustry accreditations are a key consideration when choosing a new supplier. When factors such as ongoing support and price are comparable, accreditations enable customers to discern which supplier is the most competent as decided by an independent body. Systems Technology hold three top accreditations from Canon, Ricoh and CompTIA.

OUR ACCREDITATIONS

Systems Technology (S.E.) Ltd

Head Office41 Riverside II

Sir Thomas Longley Road

Rochester, Kent ME2 4DP

London Office73 Watling St

London

EC4M 9BJ

ContactFreephone: 0800 279 0300

Tel: 01634 291124

Fax: 01634 291125

Email: sales@systemstechnology.co.uk

Web: www.systemstechnology.co.uk

Twitter: @systemstechltd

PaperCut MFTM