IT Services have a responsibility to ensure that:

• Print Managers are available to their defined SLA's.
• Each MFD (Multi Function Device) is correctly configured and utilises a clearly defined and supportable configuration.
• Timely resolutions to standard requests are maintained.
• Timely resolutions to logged incidents are maintained.
• Suitable, accurate support documentation is made available to our customers.
• Any required software clients are kept up to date and made available to our customers in an easily accessible manner.
• Conduct regular Service Board meetings 3 times per calender year.
• Publish regular Metrics and SLA's on a monthly basis.
• Publish a list of supported service requests.
• Maintain a support contract with external 3'rd parties as required.
• Conduct regular remote monitoring of the service availability and performance to reduce any possible service degradation and outages.