Printer Maintenance

  • JWU Procurement and Information Technology have worked with Hewlett Packard to arrive at a new streamlined service and support model for the many printers on the Providence Campus.

    The past method of having two vendors separately provide supplies and technical support is being replaced, starting the week of August 24, 2015, with a MPS model (managed print services). MPS will streamline our maintenance and costs, with one vendor providing all supplies and support.

    Which printers are covered under this new MPS program?

    Laser Printers
    The majority of existing HP laser printers are covered. There are a few old laser printers that will not be included due to their age and lack of available parts; however, our plan is to replace these in the near future.

    Inkjet Printers
    There are only a few HP inkjet printers in use. “Production” style inkjets (ie, Office Jet Pro) will be covered, others will not.

    3D Printers & Plotters
    These specialty printers are not covered. They will continue to be supplied and serviced as they are now.

    Does the MPS program change how we order paper?

    No. MPS does not include paper. You should continue to follow your existing process to order paper.

    How does the MPS program change how we order toner?

    Networked Printers
    These are monitored by HP. When toner gets low, HP will automatically mail a toner cartridge to you.

    Local Non-networked Printers
    These are printers that are directly attached to a computer (and are not shared with any other computer or network). This type of printer cannot be monitored by HP since it is not connected to the network. When you receive a “toner low” message on this type of printer please follow the instructions listed under manual ordering process

    MPS HP tag

    How do I order cartridges for an inkjet printer?

    We have a limited number of inkjet printers. For those that are part of MPS, HP will automatically send inkjet cartridges to you (similar to laser printer toner). For printers not in MPS, cartridges should be ordered via WB Mason as in the past. A printer is covered in MPS if it has an HP sticker (shown at right). Or, you can call JWU IT to confirm.

    What if a printer is not working?

    Continue to call JWU IT for issues with all laser, inkjet, and local printers. Ricoh equipment in the Faculty Resource Centers and the Mailroom will continue to be serviced by Ricoh.

    I keep extra toner for emergency purposes. Can I still do that?

    HP has developed a robust monitoring tool that accurately schedules replacement toner. Unlike other monitoring services, HP's auto-shipments do not simply rely on toner threshold. Instead, HP looks at actual utilization patterns of each printer to determine when a toner needs to be replaced. For example, HR may print twice as many pages as Accounting. When both toners reach 10%, HR may need a replacement immediately; Accounting can continue for two weeks before the replacement is needed. HP has created formulas that take these factors into consideration when scheduling the date and time for shipment of replacement toner. HP will send out replacement toner when the existing toner reaches 10% remaining or 14 days’ supply – whichever comes first. This proactive management truly minimizes "toner out" alerts.

    If you would like to keep extra toner for emergencies, please follow the instructions listed under manual ordering process.

    Additional Benefits of MPS

    This new managed print services model provides two additional value-added services in our pricing agreement:

    • Each printer will receive at least one preventive maintenance (PM) service each year. In addition, a PM will be performed during each service visit
    • HP will review print volume and printer locations throughout JWU and make periodic recommendations on repositioning equipment for more optimal utilization and/or new purchases based on usage, age of existing equipment, etc.