Resolving issues before you even notice them
Time and money are wasted if your company doesn't have a strategic approach to device maintenance and repair. Lexmark Availability Services keeps your fleet running by proactively resolving device problems. Information Week noted that in many companies, printing devices account for 55% of all network traffic and 46% of all IT help-desk calls are printer related.
Lexmark understands your unique output environment in a way that few companies do - it's our primary business. With this experience we've developed a comprehensive set of tools and processes to keep your devices up and running while conserving time and money.
Beyond "Break/Fix"
Availability Services is much more than a simple repair contract. This offering can monitor, detect, and diagnose many problems from a remote location. With this expertise, most issues are resolved before you even notice them.
How It Works
Each output device generates information such as page count, toner level, readiness and more. Since Lexmark products are specifically designed for compatibility with this reporting in mind, Availability Services works in mixed vendor environments. Information about your devices goes to the on-site Lexmark Data Collection Manager (LDCM) where it is compiled and sent over a secure connection to Lexmark's data warehouse.
This data is continually organized and analysed, so problems in your fleet show up immediately. Many times, the fix is automated and the affected device is restored with no manual intervention. If necessary, Availability Services dispatches a technician directly to the device location. The result is less downtime, less confusion, and less trouble for you.
Lexmark also provides preventive services through restoration of device and firmware settings. 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. For example, our ongoing analysis of fleet incidents enables our technical consultants to identify user training needs, as well as other preventive actions.
The Response You Need
Availability Services begins by giving you fast access to help when you need it. By calling a dedicated number you'll be connected to a specialized Lexmark support team. This means a faster response for you, and it 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 infrastructure which 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 times
- Trouble-ticket integration
- 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
