Teknoforce Labor Support Plans

Network ServicesLabor Support Plans

reliability

world classservice

confidence

Labor Support Plans

“For the past decade, Ricoh has been transforming itself from a Japanese office-machine maker into a global technology solutions provider that gets most of its revenue from software and services like consulting.

Today the world’s No. 1 copier maker generates half of its revenue from hardware and half from software and services; 55% of those sales come from outside Japan.”

Labor Support Plans

“We will provide comprehensive One Stop Technology Services for

Solutions, MFPs, and Networks, setting the standard for service in our industry

by exceeding our customers’ expectations.”

Our Mission

Labor Support Plans

Teknoforce

www.ricohteknoforce.com

Labor Support Plans

Providing Support When & Where You Need It

Labor Support Plans

Highly qualified technology specialists to work with you every step of the wayConsistent training focused on product knowledge and exceptional customer service

• Technology (product specific)• Applications• Professional Development

Continuing Educational Programs• Ricoh University

• Three main campuses• Nine Regional Training Centers• Industry Certifications

Ongoing Commitment to Training

Labor Support Plans

Consistent Training • Product Knowledge • Exceptional Service

SUCCESS

Over 1700 techniciansOver 2200 certifications

Institute Certification

CompTIA A+

CompTIA Network+

CompTIA Certified Document Imaging Architech (CDIA+)

Microsoft Microsoft Certified Prof. (MCP)

Microsoft Microsoft Certified System Engineer (MCSE)

Microsoft Microsoft Certified System Admin. (MCSA)

SonicWALL Certified SonicWALL Security Admin. (CSSA)

CompTIA Server+

Microsoft Microsoft Certified Professional + Internet

CompTIA Security+

Cisco Cisco Certified Network Assoc. (CCNA)

Institute Certification

Novell Certified Novell Admin. (CNA)

CompTIA Certified Technical Trainer (CTT+)

Novell Certified Novell Engineer (CNE)

Cisco Cisco Certified Design Assoc.(CCDA)

Microsoft Microsoft Certified Database Admin. (MCDA)

Linux Red Hat Certified Engineer (RHCE)

Linux Linux+

(ISC)2 Certified Information Systems Security Prof. (CISSP)

Citrix Citrix Certified Admin. (CCA)

CompTIA Project+

Certifications

Labor Support Plans

Our goal is simple: to make your business better.

• Managers and Technicians measured on Quality versus Quantity

• Key Quality MetricsResponse TimeFirst Time FixCustomer InquiriesShort Interval Call

Response Time

CustomerInquiries

First Time FIx

Short Interval Call

Performance Management = Operational Efficiency

Performance Management

Labor Support Plans

• Redundant call centersTwo centers in U.S. (Atlanta; Melbourne,

FL)Full disaster recovery capabilitiesTrained coordinatorsInstant technician notification

• Wireless communications process• Remote troubleshooting

Benchmarked by many other companies

• You and Ricoh are always in touch…immediately

World Class Call Centers

Labor Support Plans

With access to the latest communications technology, Ricoh field service representatives can shorten response time and improve problem-solving.

Field Service Technology Application

Ricoh Support

Technology Services Specialist

Automated wireless dispatch

from Customer Vision Center to PDA

2

Updated services documentation

synchronized weekly 5

Customer Vision

Centers Service Documentation

Server

TSS completes service and closes

call via remote email device

4 TSS calls customer within

one hour

3

Customer Site

Cell Phone

MFD

Customer contacts

Ricoh with service request

1

With access to the latest communications technology, Ricoh field service representatives can shorten response time and improve problem-solving.

“CUSTOMER FIRST” CALL PROCESS

TECHNOLOGY BENEFITS

Equipped with the Latest Technology to Support our Customers

Labor Support Plans

UnlimitedUnlimited

GoldGold40h/Q40h/Q

SilverSilver 20h/Q20h/Q

BronzeBronze 10h/Q10h/Q

Geared towards success…

Labor Support Plan Options

Labor Support Plans

Nationwide Coverage

TEKNOFORCE™ Offerings

Labor Support Plans

Network Services Overview

Labor Support Plans

Printer Maintenance Overview

Labor Support Plans

Managed Services Operations Center (MSOC)

Labor Support Plans

What can we monitor?Monitoring of a wide range of devices

Desktops Laptops Servers and Web servers Printers and copiers Routers Exchange Servers Firewalls

…and most any IP-enabled device

Monitoring Support

(Industry-standard protocols)

SNMP   Log file analysis   TCP/IP WMI Syslog/SNMP Traps ODBC EDF

IP Network Monitoring   Ethernet Errors

Traffic

Bandwidth

Frame Relay

TCP

SNMP

Email Monitoring Exchange Server

IMAP

POP

SMTP

SMTP Queues

Printer Monitoring Printer Page Count

Printer Toner Level

•Windows Network Monitoring  •Application compliance •Connectivity •CPU •Disk •Disk Queue Length •Event Log •File Size •Local IP •License compliance •Memory •Patch Level •Process

•OS Monitoring•Windows 95 to Vista •Mac OS X / Novell •SUSE and Redhat Linux

•Additional Monitoring•Backup •Citrix •Firewall •RAID controllers •Local services   •Custom services defined by you  

Remote Monitoring through the MSOC

Labor Support Plans

Partnerships Our Partners

Labor Support Plans

Ricoh TEKNOFORCE™ surrounds our customers with an all-in-one solution that helps to drastically improve business processes while minimizing costs.

Disaster Recovery

Desktop Support

RemoteMonitoring

ManagedSecurity

PrinterMaintenance

NetworkDesign

NationalCoverage Helpdesk

Hardware

ITConsulting

CertifiedTechnicians

RemoteMaintenance

Our Our CustomersCustomers

Total Service Provider