National Support Department; Helpdesk; Fault Escalation Procedure - Ricoh Aficio SP3400n Technicians Service Manuallines

25/02/2010
10.

NATIONAL SUPPORT DEPARTMENT

10.1 HELPDESK

Ricoh U.K. will provide technical advice covering acute in-field Product problems from
09.00 to 17.30 each working day.
The technician making the call will be expected to have exhausted all avenues of enquiry
within their own organisation and all other resources available to them before placing a
Helpdesk call.
As a minimum the caller must be:-
a) The person dealing with the product, not a third party.
b) Recognised as trained by Ricoh U.K.
c) In possession of a full set of Service Manuals.
d) Familiar with all the relevant Modification Bulletins and Technical
Bulletins, having read them and applied them.
e) Equipped with a full basic tool kit and special tools for the Product.
f) On the Customer's premises with access to the Product.
Help may be refused if the above criteria are not met.
The 'RUK Helpdesk' can be contacted on 0845 300 7050.
After contacting the RUK Helpdesk, the onus is on the Dealer to inform us of their
progress.

10.2 FAULT ESCALATION PROCEDURE

The National Support Department can provide a specialist on-site service in resolving
product problems.
Before requesting assistance the Service Manager must have exhausted all other
avenues available within their own organisation including the RUK Helpdesk.
All requests for assistance must be placed through the RUK helpdesk, having met the
helpdesk criteria.
Prior to the Ricoh representative attending the site the product must have been serviced in
accordance with the recommended Ricoh Service Procedure, i.e. PM's must be up to date,
and a full current SMC data list provided to the support specialist.
The visiting Ricoh representative must be accompanied by the technician responsible for
the product who must be formally trained on the product.
Aficio SP3400n/3410dn Service Guidelines
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