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Printing - HP Managed Print Services FAQ

Frequently asked questions regarding the HP Managed Print Services contract at UW-Platteville

General

What does the Managed Print Services contract cover?

This annual contract covers cartridges, toner, preventative maintenance, service, and repair for all HP networked printers at UW-Platteville. 

Are there any exceptions to the contract?

Exceptions to the contract include non-HP networked printers and plotters of any brand.

When does this contract take effect?

Information Technology Services has contracted with Hewlett-Packard (HP) for its Managed Print Services to begin as soon as printers have been checked and tagged by HP. 

HP handout from Kick-off Meetings on March 16, 2016 - You've signed an MPS contract. What happens next?
NOTE: The paragraph on Non-networked Device Data Collection does not apply to UW-Platteville's contract.


Support

What happens if a printer needs service?

Under this contract, departments will be responsible for contacting HP directly with any issues affecting their department printers. You may call, email, or submit your request via a web portal.  Full printable instructions are found in the HP MPS Service Quick Reference Guide.

Lab printers, on the other hand, will be the responsibility of the ITS Help Desk.  All problems with lab printers will be reported to the ITS Help Desk, who will in turn contact HP if necessary.

Toner

How do I get toner for my printer?

HP's system will come to know your printing habits and, using a special algorithm, will be able to predict when you have approximately 9 days' worth of toner left (Roughly 10%).  HP will automatically send a toner to you at that time.

What if I need toner before HP send is; for example, for a large project?

You may order toner at any time you feel the need.  There is no extra charge.  You may call, email, or submit your request via a web portal.  Full printable instructions are found in the HP MPS Service Quick Reference Guide.

Who installs the new toner cartridge?

Installing toner cartridges is one of the few jobs a UW-Platteville employee should have to do with a networked HP printer under this contract.  If you are unsure how to install the toner, the ITS Help Desk staff will be happy to assist you.

What do I do with the empty toner cartridge?

With each new toner cartridge sent, HP will include a pre-paid shipping label. Simply follow the instructions to return the cartridge directly to HP.

Billing

How will the department be billed for this service?

Each department must complete an Authorization of Automatic Expense Posting to Funding String form for each account used for printing services.  The form should be returned to Information Technology Services. Charges for Hewlett-Packard (HP) Managed Print Services will be charged back to the department's designated funding string automatically in WISDM on a quarterly basis (every three months). HP printer charges will appear as "HP MPS". It is the department's responsibility to check WISDM for accurate charges. 

How much will the department be charged for printing?

Charges will depend on usage and printer model.  Departments will be charged on a per-page basis for printing, dependent upon type of printing (black/white versus color) and model of printer.  You may use the HP Support Rate chart below to estimate future expenses.

HP Support Rates

Is there any way I can find out how much my department's bill will be for budgeting purposes?

ITS can use your device's print history in combination with the posted per-page rates for your device model (above) to prepare an estimated quarterly charge.  Actual charges will depend upon actual number of pages printed.  To request an estimate, send your printer name and model number to Tonya Stappert at stappert@uwplatt.edu or Steve Hankes at hankes@uwplatt.edu.

We share our printer with another department. How will billing work for us?

HP generates one bill per device; however, internal options do exist.  Contact your Support - ITS Support Liaison for more information.

What if I find an error on my bill?

All errors should be reported directly to Hewlett-Packard (HP).

What if I need to change the account associated with a particular printer?

Any funding string changes will require a new authorization form be filled out and signed.





Keywords:network printer department service authorization plotter   Doc ID:61922
Owner:Deb M.Group:UW Platteville
Created:2016-03-15 10:58 CSTUpdated:2016-04-08 15:14 CST
Sites:UW Platteville
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