Support can be complicated because every company operates differently and no device is an island. But speed and accuracy are vital. We get it. Here's why you want our technicians on the job:

• Rigorous training and certification on devices, security and networks. All technicians hold a variety of certifications, including A+, Network+ and Security+, depending on their job title and skill set. Some also hold additional certifications like CASP and MCSE/CCNA. And we comply with industry standards like CompTIA.
• Best practices. Ricoh’s Total Quality Call (T.Q.C.) program is a systematic service delivery process that ensures consistent and efficient service delivery on every visit. T.Q.C. ensures complete device functionality by performing preventive maintenance and proactive parts replacement, ensuring maximum uptime.  From service request to problem resolution, we follow clearly defined processes. You get consistent service delivery ― with no surprises.
• Escalation process. We're all in when it comes to solving tough issues. Our field technicians are backed up by our product developers, who can reach out to our experts in Japan, if needed. For Ricoh Production Print, our escalation process includes top management in the U.S. and is backed by our product experts, most of whom are also located in the U.S.
• Commitment to exceptional customer service. Our Services Team Annual Recognition (STAR) program awards top-performing techs based on metrics such as response time and the ability to solve customer issues.
• Vast knowledge base. Our technicians share information and insights so they can get you up and running as quickly as possible.
  
  

Your needs are unique ― so why should you be boxed into one-size-fits-all maintenance plans? With our Special Bids option, you can customize your maintenance services to meet your Ricoh Production Print requirements and budget. Plans include:
 

• Standard Maintenance: You're charged a monthly base maintenance and usage rate, based on the number of feet you print, with unique terms and conditions that fit your printing environment.
• Continuous Feed Maintenance: All continuous feed printers include 7x24 service, and billing options that include one monthly charge that covers base maintenance and usage.
• Alternative Maintenance Options (AMO)*: Available only for the IP5000 printers, AMO trains you to purchase, install and maintain your printheads. You're billed one price for base maintenance and usage.
• Hybrid Maintenance Option (HMO)*: You purchase the printheads, we provide the maintenance service, and you're billed one base price for maintenance and usage. Available for both IP5000 and VC60000.
• Mutual Interest Maintenance (MIM): We train you to perform specific break / fix and preventative maintenance tasks, reducing downtime and your monthly billing. Available for the IP4000 and IP4100.