1233
Father Joes Villages copiers and printers are serviced and maintained by MRC360 as part of our managed print services contract. On each copier and printer there is an Asset Tag that contains the ID Asset number, service email address, supplies email address, and service phone number.
Through the service contract, MRC360 provides toner cartridges and parts for the printers. They do not provide paper. We are charged for extras, like staples for the finishers.
Submitting MRC360 tickets
When you submit a MRC360 ticket, there are two ways of doing so. One way is to send them an email. For supplies, send to [email protected]. For service, send to [email protected].
Please include the ID Asset number (ex: SVDP123) or Serial Number in the subject line. In the body of the email, please provide all the necessary information listed below. The other option is to call 877-459-0777. When calling in, please make sure to have the information available below when talking to a Customer Care representative.
- ID Asset number (ex: SVDP123) or Serial Number
- detailed description of the problem
- contact information with hours available
- detailed location information
MRC360 guarantees they will provide a 1-hour response time, 4-hour onsite, and a 24-hour resolution.
Q & A
- Does the contract include all FJV locations?
All printers / copiers that have an MRC sticker are part of the existing Managed Print Services (MPS) contract.
- Does the contract include regular maintenance, or do we call for this?
Printers and copiers are only serviced when staff submits a ticket…..the contract does not have any stipulations for regular PM(Preventative Maintenance)…..but staff can submit tickets to do so.
- Can Mr Copy start adding names of individuals to the deliveries? Multiple deliveries arrive then disappear. The only identifying info is (usually) the machine number and we do not know which machine is in which department. Anything they could do to help us make sure the delivery gets to correct place would be helpful.
In order to add a point of contact, staff submitting the ticket must provide detailed information including name, location, address, phone number, etc.
- Who do we inform if our service experience with MRC is not up to par? IT? MRC?
Any issues or question with printer services would be sent to IT.
- What does our contract include? (is it annual maintenance & toner for a printer? More? Less?)
All toners, waste containers, parts, and on-site service calls are all covered in the service agreement. Only staples are not covered.
- What do we do when MRC provides us with more toner than needed? (is this in contract, or does this mean FJV has acquired an additional, unnecessary expense?)
All toners are covered…..you can email or call them back notifying them they sent more than needed….and just keep it for a spare.
- What do we do if an MRC device is old/outdated?
IT will continue to work with MPS provider to refresh equipment when the contract is close to expiration…. but if you have a need to replace sooner, than submit a ticket to IT and we can evaluate the printer and provide a solution if needed….
