Kyocera TASKalfa 3510i PrintFleet DCA Setup & User's Guide Rev- 4.2.1 - Page 45
Distributing software updates, weeks while they are getting started with the software.
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4.4 PrintFleet Printer DCA Printer DCA Settings in PrintFleet Optimizer whether or not there was a resolution to their situation, and what the resolution was or what the next step is. • Use email as a support tool, since it automatically records all of the details in writing. • Ensure that callers phoning support, as much as possible, do not have to wait longer than five rings to get a technical person on the line. • Try to deliver resolutions to routine problems within 30 minutes of the support call. There should be a plan in place that specifies levels of problems and their expected response times. • Make self help materials available to your customers to minimize the need for telephone and email support. • Review support call records on a weekly basis to flag any recurring issues that might be preventable by changing the installation or initial training process. • Monitor new customers and installations closely for the first two weeks while they are getting started with the software. • Consider providing 24-hour support using mobile devices. Distributing software updates It is the responsibility of the PrintFleet administrator to distribute software updates to their clients as they see fit. Updates at the client location would primarily be for the Printer DCA. Updates for the Printer DCA can be distributed to remote installations from your central server. 41