Manage Costs

Extend Equipment

Optimize Usage

Increase Uptime

Know the Answers

MANAGED PRINT SERVICES

SymQuest.com | 1.800.374.9900

Here’s What a Print Assessment Can Accomplish:

� Determine what you spend annually on copying, printing and faxing.

� Quantify how many multi-function printers (MFPs), standard printers, copiers and fax

machines your company owns or leases.

� Audit the document equipment contracts and vendors your company manages.

� Determine the age of each piece of equipment.

� Examine the warranty parameters and expirations for each device.

� Review how often your equipment is in need of service.

� Determine whether your equipment is being used at capacity or over capacity.

� Define how often you will need to replace the equipment.

� Take stock of how many different types of toner and toner waste cartridges you stock.

MANAGED PRINT SERVICES

We Are IT for Business

What is Managed Print Services (MPS)?SymQuest® Managed Print Services (MPS) puts your MFPs, printers, copiers and fax machines under our

care. We manage your fleet by providing the service, supplies, maintenance and monitoring so that your

equipment is always running at peak performance.

Our certified technicians and engineers will take care of your equipment ensuring that your software is not

only up to date but that your fleet is optimized according to its usage. Our engineers detect and manage

problems remotely before your network administrators and end users are impacted. Meter readings and

supplies are automatically monitored leaving your employees to do their work, not ours.

Why Trust Your Network to SymQuest?SymQuest is the industry leader with a national reputation for service excellence and innovation. We are

authorized by Konica Minolta, Kyocera, HP, PaperCut, eCopy, Virtual Works, Dell, and more. We maintain

the highest level of certification with our vendor partners to provide the best service possible.

SymQuest is ranked as Northern New England’s #1 MSP by MSPmentor.

SymQuest.com | 1.800.374.9900

Sentinel™ TechnologyTo provide optimal management of your fleet, SymQuest will install our Sentinel software on your

network. Sentinel acts as a data collection agent over a secure web browser. This innovative technology

enables us to monitor your equipment, supplies, meter readings. Status reports are then provided from

our remote Network Operations Center (NOC). Your executives and IT professionals will have access

to straightforward reports providing critical insight into costs, usage and current conditions of your

document equipment.

Reporting � Costs associated with each device

� Proactive equipment maintenance

� Online supplies ordering

Meter ReadingSentinel software gathers meter data for each print device and delivers it securely to SymQuest at

scheduled intervals, without taking up your employees’ time.

Print Device/Copier

SymQuest

Data/Information

We Are IT for Business

Client SupportDo More With UsWe are high tech and high touch. Our high percentage of calls answered by support personnel within

three rings indicates our commitment to providing service when you need it—right away.

On Demand InventorySymQuest invests $2.5 million so that the part will be there when you need it—right away. Orders for

parts and supplies placed by our clients, technicians and engineers by 3:00 PM are guaranteed to be

processed same day.

of all toner orders placed before 3:00 pm are processed the same day.100%

of all service calls are answered by a real person within 3 rings.96%

SymQuest.com | 1.800.374.9900

Remote SupportWe Are Roadside AssistanceOur Technical Assistance Coordinators (TAC) know your equipment well and are able to solve many

of your hardware issues right over the phone, without having to dispatch a technician, and without

requiring you to fix it yourself. That means quicker uptime for your business.

Average number of service calls per month closed remotely

IT for Your MFPOur software engineers can work on your computers securely and adeptly from their consoles in our Network

Operations Center (NOC). 98% of your support calls that have to do with email and connections between

devices can be resolved over the phone.

of email and connectivity issues are resolved over the phone.98%

300

We Are IT for Business

On-Site SupportQuality Service Comes FirstA number of service calls are resolved over the phone. When a service technician is dispatched, they

typically resolve the problem on the first visit. In fact, 85% of calls are resolved without a second site visit.

4 HOURSMFPs 31-90 ppm

8 HOURSMFPs <31 ppm, all printers

Speedy ResponseWe understand how heavily you depend on your document equipment and strive to make sure you are up

and running as quickly as possible. Our response-time targets are as follows:

of on-site service calls are resolved without a second visit.85%

SymQuest.com | 1.800.374.9900

Connectivity ServicesThe following connectivity services are included with all connected equipment under the care of

your MPS contract:

� Network evaluation.

� Integration of devices to existing network.

� Installation of print drivers on servers and

workstations.

� Installation of advanced printing utilities on

servers and workstations (if applicable).

� Configuration of mailboxes for end users.

� Optional training for network administrators

on web interface, network utilities, cost

accounting, job tracking and functionality.

� Configuration of scanning features (scan

to email, scan to file, scan to FTP), LDAP

configuration, set up address books for email

and fax; scanning defaults set up; eCopy

Scanning Solution installed and configured.

� Mobile applications installed on server and MFP

(does not include installation on phones).

� Training for end users on printer drivers,

scanning features, mailbox printing, print utilities

and color calibration.

Service AgreementsOur MPS Agreements feature:

� Contracted cost per print that includes service,

parts, labor, and toner on copiers and printers.

� Network connectivity support, included with all

of our agreements.

� Secure data collection on all meters for ongoing

reporting.

� Response time targets by certified technicians.

We fix it right, right away!

SymQuest Security Policy Every SymQuest supported device will have all client information

removed, and the hard drive cleaned and reformatted.

We Are IT for Business

Mobile PrintingPrint from any mobile device to any of your networked printers. SymQuest provides mobile printing

services for any school or business, from the small office to the enterprise organization.

Print MonitoringTo make educated and profitable decisions, you need the critical data. Print monitoring services provide

you with everything you need to know to proactively and prudently manage your document equipment.

� Audit of your entire fleet – types of MFPs, printers, copiers, faxes, and their locations.

� Status reports – which pieces of equipment are, and are not, running at peak efficiency?

� Analysis of print and copy output – total output, color vs B&W (if applicable), toner levels,

and costs per page.

MFP Security OptionsMFPs are equipped with data storage units and regardless of the manufacturer’s assurances that the

data is secure, we recommend choosing one–or both–of our security options:

Assess the Situation Printing costs can account for 15% of a business’s annual

spending. According to Gartner Research, 90% of businesses

have no idea how much they spend on document output.

Our Print Management Assessments help our clients

save between 20-30% on their printing costs.

Hard Disk Drive Data Erase Function

clears data using one of three overwrite

patterns selected by your administrator: � Clear once with null data � Clear once with random data � Clear 3 times with random data

Hard Disk Drive Data Encryption Function

activates 256-bit AES encryption and encrypts

the data as it is being written to the hard

disk to prevent data from being exposed if

unauthorized personnel physically remove

and attempt to analyze the data.

SymQuest.com | 1.800.374.9900

Call Escalation Process

HARDWARE / EQUIPMENT ISSUE

SOFT WARE / CONNECTIV IT Y ISSUE

Call Center Hardware / Connectivity

Issue Resolved

Machine Replacement (5 Year Fix / Replace)

Technician Dispatched

Field Service Manager

Manufacturer Engineer

Dispatched

Connectivity Manager

Manufacturer Engineer

Dispatched

Connectivity Engineer

Manufacturer Phone Support

Director of Service

(Service Loaner)

We Are IT for Business

We Make it Right, Right AwayWe strive for perfection, and we know that sometimes we fall short of the goal. When our customers are

not satisfied, we ask for solutions. SymQuest makes these additional commitments to service excellence:

� 12-month technology upgrade/exchange program on all Konica Minolta, Canon and Kyocera MFPs

� Repair or replace commitment: if at any time, during the first 60 months of new equipment purchase,

SymQuest is unable to maintain that equipment at an acceptable level of performance, we will replace

it with technology of equal or greater capability at no additional cost to your organization.

� Equipment and connectivity training from a certified SymQuest representative. Ongoing connectivity

support included.

Creating Raving Fans, Every Day

12%

of all calls are fixed remotely within minutes of the service request by our Technical Assistance

Coordinators (TAC) eliminating the need to wait

for a Service Technician.

of all calls where a Service Technician is

dispatched are resolved on the first visit.

85%

Dual HeadquartersS. Burlington, VT Westbrook, ME

800.374.9900 | SymQuest.com

Branch OfficesPlattsburgh, NY

Rutland, VT Keene, NH

W. Lebanon, NH Lewiston, ME

Secure Data CentersS. Burlington, VT

Portland, ME