Service and Support Model for Copy and Print Services Equipment
Rev Effective 06/04/2008
This administrative memo outlines the service and support model for all staff Multi-Function Devices (MFDs), public access MFDs, public access printers, public access copiers, card dispensers, card readers and bill changer.
Administrative (Staff) MFDs
Staff are responsible for the general maintenance of the MFDs located in their units. This includes adding paper, toner and staples and clearing paper jams. Generally, staff should try to resolve equipment maintenance issues whenever possible. When staff cannot resolve the equipment maintenance issues, contact the ITD Help Desk. During regular business hours the Help Desk can be contacted by phone at 5-9188 or email at helpdesk@itd.umd.edu. At all others times, the ITD Help Desk should be contacted by phone only for emergencies and by email for non-emergencies. An emergency is defined as a widespread network problem. During non-business hours, staff are encouraged to check with other units/branches to determine if the problem is a widespread network problem before calling the emergency number. For supplies of toner, contact Copy and Print Services at 5-9057 or photocopy@itd.umd.edu. Branch libraries should order paper through Office Max. Administrative offices in McKeldin should order paper through Copy & Print Services.
Public MFDs, Copiers and Printers
McKeldin Library-Public Printers & MFDs 1st floor McKeldin East
McKeldin Public Services staff are responsible for the general maintenance of the public printers and MFDs located on the 1st floor of McKeldin East. This includes adding paper, toner and staples and clearing paper jams. Generally, PSD staff should try to resolve equipment maintenance issues whenever possible. When staff cannot resolve the equipment maintenance issues, contact the ITD Help Desk. During regular business hours the Help Desk can be contacted by phone at 5-9188 or email at helpdesk@itd.umd.edu. At all others times, the ITD Help Desk should be contacted by phone only for emergencies and by email for non-emergencies. An emergency is defined as a widespread network problem. During non-business hours, staff are encouraged to check with other units/branches to determine if the problem is a widespread network problem before calling the emergency number. For supplies of toner and paper contact Copy and Print Services at 5-9057 or photocopy@itd.umd.edu.
McKeldin Library-All Other Public MFDs, Copiers and Printers
The Libraries Copy and Print Services unit is responsible for maintaining the public MFDs, copiers and printers. Although not required, Public Services staff may assist in this effort, as well. If PSD staff are aware of a public machine that is not working, they may place an “Out of Order” sign on the machine. If a patron reports a problem with a machine to the staff at a public service site other than the Information Desk, the staff at that site may either report the problem to the ITD Help Desk directly or to the Information Desk. The staff at the Information Desk will contact the ITD Help Desk to report the malfunctioning machine. During regular business hours the Help Desk can be contacted by phone at 5-9188 or email at helpdesk@itd.umd.edu. At all others times, the ITD Help Desk should be contacted by phone only for emergencies and by email for non-emergencies. An emergency is defined as a widespread network problem. During non-business hours, staff are encouraged to check with other units/branches to determine if the problem is a widespread network problem before calling the emergency number.
Branch Libraries- Public MFDs, Copiers and Printers
Branch library staff are responsible for the general maintenance of the public MFDs, copiers and printers. This includes adding paper, toner and staples and clearing paper jams. Generally, branch library staff should try to resolve equipment maintenance issues whenever possible. When staff cannot resolve the equipment maintenance issues, contact the ITD Help Desk. During regular business hours the Help Desk can be contacted by phone at 5-9188 or email at helpdesk@itd.umd.edu. At all others times, the ITD Help Desk should be contacted by phone only for emergencies and by email for non-emergencies. An emergency is defined as a widespread network problem. During non-business hours, staff are encouraged to check with other units/branches to determine if the problem is a widespread network problem before calling the emergency number. For supplies of toner contact Copy and Print Services at 5-9057 or photocopy@itd.umd.edu. Branch libraries should order paper through Office Max.
Card Readers, Card Dispensers and Bill Changer
The Libraries Copy and Print Services unit is responsible for maintaining the card readers, card dispensers and bill changer.
To the best that they are able, McKeldin public services staff and branch library staff may assist users with problems using the card readers or card dispensers. When staff cannot resolve the problem, contact the ITD Help Desk. During regular business hours the Help Desk can be contacted by phone at 5-9188 or email at helpdesk@itd.umd.edu. At all others times, the ITD Help Desk should be contacted by phone only for emergencies and by email for non-emergencies. An emergency is defined as a widespread network problem. During non-business hours, staff are encouraged to check with other units/branches to determine if the problem is a widespread network problem before calling the emergency number.
If a user has lost money due to equipment failure, the Equipment Malfunction Form should be used. Under no circumstances will staff outside of the Copy and Print Services unit be given access to cash or the ability to adjust a user’s Terrapin Express or Copy Card account. Instructions for printing the Equipment Malfunction Form: The form should be printed on yellow paper. Service sites may request a supply of yellow paper from the Copy & Print Services unit. Alternatively, service sites may print the forms to the B/W printer in the Copy & Print Services unit and the forms will be mailed to the requestor. When printing to the B/W printer in the Copy & Print Services unit, select "yellow" paper from the "Properties" section.
Requests for Equipment Moves
Requests for equipment moves should be made through the ITD Help Desk via email at helpdesk@itd.umd.edu. The request should include the reason for the move and the timing requirements. All equipment moves will be evaluated by the Copy and Print Services Office. The Copy and Print Services office will coordinate the moves with Xerox, ITD and Facilities Management, as needed.
Requests for Additional Equipment
Requests for additional equipment should be submitted to the requesting unit’s divisional director. The request should include a justification which should indicate the anticipated volume of use. The request will be evaluated, in consultation with the Libraries Budget Office, based on need and funding availability. Alternative solutions will also be explored such as equipment sharing between offices in close proximity to each other and re-deploying equipment that is underutilized elsewhere in the Libraries
ADMINISTRATIVE MEMO # 3
Effective April 1, 1998supersedes #3 June 1, 1989 and #3 April 1, 1989
revised September 2002, November 2006, June 2008
Suggested revisions to any Administrative Memo should be addressed to the Director for Planning & Administrative Services.
