Support Hours

Lanier agree to provide Technical Assistance and Technical Support between the hours of

9.00am – 5.00pm Monday to Friday (Excluding Bank Holidays)

N.B Unless requested as part of the service agreement and agreed. Or agreed with 2 months written notice, on a chargeable basis.

Remote Support

Remote Support

Click the Icon below to download the Remote Support tool.

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*Within (9:00-17:00) working hours.

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Support and Services

Comprehensive Support

In an industry where product capabilities and features are often similar, Customer Vision® gives Lanier a competitive advantage.
 

Customer vision

Customer Vision means seeing our business through the customer's eyes and responding as a team to their needs, at or above expectations. Customer Vision has enabled Lanier to set the standard for service in our industry.


Customer Vision allows us to:

 

  • Build strong relationships with customers across the South West.
  • Align products, services and solutions with specific customer needs.
  • Anticipate evolving customer requirements and create new applications.
  • Make it easy for customers to do business with us.
  • Create a market-driven corporate environment and retain the best people.
  • Produce the high-quality results customers and colleagues expect.

Service Reporting

Lanier South West can provide reports showing the relevant information to the solution provided and the Support required.

Service Level Reports can be provided on a Quarterly, Six Monthly or Annually basis as requested.
 
Lanier would suggest the following are used:

    1-Uptime, 2-Response Time, 3-First Time Fix Percentage and 4-Repeat Fault Exception.

Service Reporting Subjects - Please click on a subject to view information


Uptime
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Uptime


Lanier agree that each device provided will maintain a minimum of 94% Uptime (Based on 7:30mins working day 9.00am - 5.00pm Monday to Friday – Excluding Bank Holidays) measured during each quarterly period.

Emergency Response Time
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Emergency Response Time


Lanier agree to maintain an average response time of 4 (four) working hours on each device provided (between hours of 9.00am – 5.00pm Monday to Friday – Excluding Bank Holidays) measured during each quarterly period. 


An Emergency Call is when the device is not working at all. 

First Time Fix Percentage
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First Time Fix Percentage


Lanier agree to maintain a minimum First Time Fix Percentage of 95% covering all Fault Calls during each quarterly period.

Repeat Fault Exception
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Repeat Fault Exception


Lanier have a Promise? where we agree to replace any device with a “like for like” replacement which has 10 fault calls for the same fault during each quarterly period. We also agree to replace any device with a “like for like” replacement which has not achieved the minimum uptime during two consecutive quarterly periods.

Project Installation Management

Lanier South West understand that every project we undertake is unique. Every client has individual needs and our approach to project management is structured whilst remaining flexible for each installation. We appreciate the necessity to deliver & install all equipment quickly and professionally

This methodology provides the framework for communicating what results you can expect, the approach we will take, and the process we follow when implementing your project.

Project Installation Management Subjects - Please click on a subject to view information


Planning
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Planning


We will identify and agree from the outset crucial elements for the delivery of the project. 

We will also agree the communications process for the duration of the project ensuring that all relevant parties are kept informed of progress. Our aim is to encourage an open environment where any issues or concerns can be discussed and resolved. 

Lanier will then draw up a plan together with an Implementation which explains in detail how the installation will be carried out. This enables both parties to ensure resources are properly allocated, that key staff are available on site and that everybody understands what is required of them and when. The appropriate Security and Health & Safety checks will also be done at this stage to ensure that any potential risks are identified and resolved before the installation team arrive on site.

Implementation
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Implementation


We will work with you to ensure that your new solution is up and running quickly and efficiently. Devices will be configured to your requirements and tested at site/our depot or at the manufactures site. Once on site the devices will be installed and tested. Our trainer(s) will attend and will carry out any training of users as agreed, the finer details of which would normally be agreed prior to the Implementation. 


Installation
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Installation


Our proposal includes the full installation of the whole solution including hardware and software into the locations required and detailed in your document. Teams are organised and overseen by Lanier. Teams are split into  Training, Software, Engineers. 


Networking
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Networking


As part of the installation we will provide a full IT/Network team which includes fully qualified Hardware and Software specialists relevant to our industry. Our team will work with you to determine the exact requirements needed to ensure a smooth transfer onto the network. 


Product Training
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Product Training


Full training is provided to end users for Hardware and Software either on the day of installation or a time and date convenient. 


Post Completion
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Post Completion


Once the implementation is complete according to the criteria set out, we will hold a post implementation review or phone call with you  to review the project, and ensure that any outstanding actions are identified and dealt with. 


Training
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Training


Lanier South West agrees to provide training within one working day of each device being installed unless otherwise agreed. Any training highlighted as necessary by the quarterly reports or training requested by the client and agreed with Lanier Service Department will be provided FREE OF CHARGE. 


Re-siting of Products
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Re-siting of Products


Re-siting of any device will be free of charge if within any current site/building with lifts available etc. Any resisting of equipment to additional off site offices need to be agreed with Lanier Service Department. Any third party agents required to move equipment will be chargeable.


Lanier's unparalleled service and support include - Please click on a subject to view information


Toner
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Toner


All networked systems toner will be ordered through our automatic ordering system (see remote monitoring). This will save you the customer time and inconvenience. We would suggest you only hold one spare black toner to cover you for any periods of high usage.


Alternatively this can be done manually by calling, faxing or emailing the service department. We offer a 3 day delivery on toner ensuring the continued productivity of the system, unless delivery is required at a later date.

Return of Toner Cartridges
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Return of Toner Cartridges


Lanier will provide a method for the return of “used” or “empty” Toner Cartridges.

Remote monitoring
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Remote monitoring


Lanier are pleased to announce a new service to all of its customers which will streamline the collection of monthly meter readings from copy & print devices and in addition offer a fully automated supplies replenishment service, plus report faults, error codes and jams. 

This will not only mean less time spent by your staff collecting meter readings each month, but also provide an automatic toner and replenishment service, alleviating the need for your staff to telephone for re supply of toners for your copy/print systems or panic when the last one has been used.

Email us if you would like this service.

Preventative Maintenance
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Preventative Maintenance


The systems we supply are amongst the most reliable available, but to further minimise breakdown we carry out routine preventative maintenance, along with a minimum call procedure at every service visit. Not only is copy quality checked but the system is cleaned and all high mortality parts are examined and replaced as necessary, thus ensuring reliability and consistent high performance.

Technical Support
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Technical Support


The effective management and utilisation of field based engineers is crucial in delivering first class service. Our technicians use the latest mobile technology to receive service calls electronically. The service control centre has up to the minute information as to the location using vehicle trackers and availability of the engineers enabling efficient allocation of service calls.

Car Stock
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Car Stock


Each engineer carries over £2,000 worth of the highest mortality parts for the mix of different devices on or within his/her geographical area. In addition to our central warehouse in Cheddar we are able to quickly source and deliver parts to site as required by the engineer or directly from the Manufacturer.

Remote Support
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Remote Support


Where possible we will support remotely. There are several instances where remote support maybe offered i.e: service centre helpdesk or an engineer can talk through resetting the device to re-configure the device and clear an error message, or an end user may simply need to know how to create a certain job on the device and a member of our Team will either be able to talk through the process with the end user or send an email explaining step by step instructions extracted from the user manual. We can also offer remote support for IT queries which can be done through the network.

Parts
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Parts


As standard parts are included within every contract and free of charge. However, this can vary depending on the cost/budget or request of the client. Please refer to your service level agreement signed.

Firmware
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Firmware


When new firmware is available our service department will schedule for an engineer to visit the appropriate devices at a convenient time. For those that don’t have a contract, you will be given the choice and relevant costs for implementing the new updates.

Service Loan Systems
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Service Loan Systems


Lanier South West will provide an automatic loan, on a like for like basis, (where possible) where a product has been down for 24 working hours continuously. The loan product must be up and running at the end of that 24 hour period and must remain in place until the original product is fully operational.

Software and ongoing Network Support
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Software and ongoing Network Support


Lanier offer full onsite or telephone only support agreement for all your networking, software and fiery support.