Description
The Managed Printer service provides the network connectivity support necessary for users to print, scan and copy documents. Managed Printer support includes installation, basic configuration and driver updates on centralized print devices (e.g., print server, managed print solutions) to enhance security, as well as support for customer-owned or leased printers or multifunction devices connected to the state network (MetroNet).
- Key Features and Benefits
- All services are delivered in compliance with the State of South Carolina's information security policies, as presented in SCDIS-200.
- Centralized management of a print solution.
Service Scope
- Managed Printer Support
- Configuration and data sanitation of customer-owned or leased printers.
- Printer configuration is provided for Managed Workstation service customers.
- On-site printer installation at a customer's location or physical address is provided only for customers who have purchased a Premium Managed Workstation Support for that location or physical address.
- For customer locations under Standard Managed Workstation Support, OTIS will provide basic remote support to a user or customer-contracted vendor resource on-site at the printer’s location.
- Support of multifunction printers contracted from a third-party vendor is limited to configuration only, which includes connecting the printer to the network, advanced configurations to help secure the printer and configuring users to print.
- Support and Administration
- Troubleshooting, diagnosis and remote assistance using remote assistance tools.
- Connecting Managed Workstation users to networked printers. Automatic printer connections are configured based on user-assigned business roles, allowing users to print to certain printers based on organizational roles (e.g., human resources or legal staff members may access a printer that is not available to other staff to ensure confidentiality of printed material).
- Exclusions
- This service does not cover standalone photocopiers or scanners.
- Customers are responsible for purchasing or leasing networked printers and multifunction devices, including service call support.
- Centralized printers not connected to the state network.
- Personal printers are not supported.
- Third party licensing for advanced configurations and job tracking multifunction devices.
- Prerequisites
- Required service(s) for eligible customers:
- MetroNet
- Managed Workstation
- Microsoft 365
- Managed Active Directory
- Multi-Factor Authentication
- Managed Printer service is available at customer locations or physical addresses where the customer also purchases the Managed Workstation service.
- Supported network printers and multifunction devices include Xerox, HP, Bizhub and Cannon.
- Only state-owned or state-leased printers connected to the state network are supported.
When a new printer is delivered to the customer's location, the customer will need to provide OTIS with the following: the configuration page showing IP address given in DHCP, room location, and list of users who need access granted to the printer.
- Required service(s) for eligible customers:
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Purchase networked printers through coordination with OTIS. |  | |
| Purchase and replace consumables (e.g., paper, ink cartridges). | | |
| Purchase printer warranty/hardware support contract with vendor. | | |
| Asset and warranty management for printers. | | |
| Contact the DTO Service Desk to report an incident. | | |
| Provide on-site resource to work with remote OTIS staff to install networked printers at customer offices that purchase Remote Workstation Support. | | |
| Install networked printers at customer locations that also purchase Managed Workstation with On-Site Support. | | |
| Coordinate with Multi-Functional Printer vendor to install multi-functional printer at customer locations (i.e., cabling, ensuring it powers up and has an IP address) | | |
| Provide remote (telephone) support through the DTO Service Desk. | | |
| Monitor printer usage and cost per print. | | |
| Initial troubleshooting (e.g., paper jams, open paper drawers). | | |
| Initial troubleshooting for loss of printing or scan to email service. | | |
| Escalated troubleshooting to vendor for hardware failure/drum replacement. | | |
| Ensure the work area is ready for installation (e.g., available space, electrical outlets). | | |
| Provide access to relevant IT systems and network infrastructure. | | |
| Inform the OTIS about any specific security or compliance requirements. | | |
| Grant access to facilities for installation, maintenance and support activities. | | |
| Manage and communicate user access permissions and printing policies as configured by the OTIS. | | |
| Ensure that users adhere to security and usage policies. | | |
| Manage and replace consumables (e.g., paper, toner) as needed. | | |
| Test the installed devices to ensure they are functioning correctly. | | |
| Configure devices to optimize performance and efficiency. | | |
| Communicate user access permissions and printing policies. | | |
| Set up user access permissions and printing policies. | | |
| Update firmware and software to protect against vulnerabilities. | |
Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
| Incident Response – Severity 1 and 2 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 99.00% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 95.00% |
| Service Request Fulfillment Timeliness | Means the percentage of time OTIS successfully completes “Service Requests” (defined as requests that are not automated self-provisioned or that do not require solution proposal development; examples of such requests include provisioning ID access, password resets, Service Catalog requests, IMACDs) within the applicable timeframes. | 96.00% |
Service Rates
| Resource Unit | Monthly Rate |
|---|---|
| Support, Print | $57.91 |
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Estimate Initial Service Delivery Time
Within 5 business days for adding new devices support from new or existing Managed Printer customers (following approval of Request for Solution (RFS) and independent of other services).
Eligible Customers
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | No |
| Higher Education | No |
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
