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

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.

What should I do with unopened toner I have now?

If the toner was ordered from WB Mason less than 90 days ago:
It can be returned for a full refund. Please contact Rath Seng (x1163), in Purchasing, to facilitate this process.

If the toner was ordered more than 90 days ago:
Call JWU IT and they will retrieve the toner and receive a credit from HP.

If you are unsure when the toner was ordered, please contact Rath Seng.

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.

What are 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.

At JWU Providence, Hewlett Packard (HP) is the new, primary supplier for toner and printers, and has been providing service and supplies since late August 2015. This guide is useful for JWU staff who formerly ordered toner from WB Mason and/or are their department's liaison for its printers.


If you have any questions, please contact JWU Procurement, 401-598-1163 or JWU IT.

Printer Service


Contact the IT Service Desk 401-598-4357 if your printer is not working. The IT team will make an initial assessment before routing the service ticket to the proper vendor.

Laser and Inkjet Printers


Maintenance, Image Transfer, Image Fuser, Roller, Document Feeder

Some laser printers and multifunction devices utilize kits. These kits are provided to us as part of the HP service agreement.

If you see an alert on your printer's control panel stating that the kits are running low, please contact the IT Service Desk 401-598-4357, and the IT team will replace these for you.



Specialty printers are not maintained by JWU IT or our service provider.

Maintenance of these printers, typically used in Facilities Management and the College of Engineering and Design, should continue with their normal servicing procedures.

3D Printers and Plotters


Printer Supplies

The JWU printer environment consists of three types of printers. To replenish printer supplies, the process varies depending on the type of printer you have.


Automatic toner replacement occurs since HP receives an alert when toner is low, and thus, automatically ships the necessary toner.

Manual toner ordering is available in the event that 1) You will be printing a large volume in the near future; or 2) You would like to have one backup toner available at all times. Refer to the manual ordering process to order toner on your own.

Drums and collections kits are not monitored by HP. As you have in the past, please periodically check the printer's control panel for the status of these items. Refer to the manual ordering process to order kits on your own.

Network Printer with HP Tag


Since this printer is NOT on the JWU network, automatic toner replacement does not apply. Please monitor your printer for toner alerts as you have in the past. At your discretion, you can order a toner cartridge to keep on hand. Refer to the manual ordering process to order toner on your own.

Non-Networked Printer with HP Tag


Printers that are NOT labeled with an HP tag are not part of the MPS program. Examples are:

  • A small HP desktop inkjet printer: Order inkjet cartridges from WB Mason
  • A 3D printer: Continue ordering supplies from your current provider
  • Ricoh multifunction machines: Continue ordering supplies from Ricoh

Printer with No HP Tag

Empty Toner Cartridges

A prepaid UPS shipping label is included with every new toner cartridge we receive. After replacing the old toner cartridge with the new one, place it in the toner box. Seal the box and tape the prepaid UPS label to the outside of the box. Place the box in your outgoing mail. The JWU mailroom will pick it up and have it sent back to HP to be recycled.

For all Ordering Methods

Please provide the following:

  • Your name
  • Company
  • HP tag number
  • Supplies you want to order (eg, toner, kit, magenta and cyan drums, black drum only)

JWU Providence can order certain printing supplies online or by phone.



Order toner online, or through phone or email, using the below information.


Printer Drums or Collections kits

Order via phone or email.

Order Online

There are various reasons why you might order toner on your own, outside of the service we have with Hewlett Packard (HP). You may know a large volume of printing will occur in the near future. You like to have one backup toner available at all times. You need to order printer drums or a collection kit. You have a desktop printer that is not on the JWU network.

  1. Go to Manual Form hp

  2. Under "If you are currently a contracted/program customer" select the "Click Here." to submit your order.

  3. Enter your email address in the “Email” field.

  4. Enter your printer's HP tag # in the “Printer ID” field.

  5. Enter your first and last name, and phone number in the fields provided.

  6. In the “Service Selection” dropdown, select “Deliver & Install Toner” or “Drop Off Spare Toner”. Note: For JWU, “Deliver & Install Toner" means toner will only be delivered and NOT installed. JWU did not subscribe to the installation service. HP knows that if this is selected, they will only deliver the toner.

  7. If you have a special situation and need the toner overnighted, please select “Add Notes” and enter “Please overnight this order.”

  8. If you are ordering one backup toner and it is not time-sensitive, there is no need to include “Add Notes”. HP will automatically ship your toner via UPS Ground (3-5 days). But, include an explanation in "Add Notes", if you are ordering more than one backup toner.

  9. Select “Add Task”.

  10. Select “Submit Request”.

  11. A confirmation page will display “A Service Express Request has been entered and confirmation email sent for Printer ID: 123456”.

  12. Then, you will receive an email confirmation from "".