Document Solutions Managed Service Levels
Peace of mind, whichever level you chose
Implement, maintain and optimise
Kyocera Managed Service Levels ensure that the solutions chosen by our customers are implemented and maintained successfully; that they remain optimised and continue to deliver value.
Service Levels
Core
Software and vendor escalation
Service description
This is the first level of service, for organisations who only require Kyocera* to provide the licensing and software assurance.
All client** level support is provided by your own IT Department with notification to Kyocera when issues are identified as being directly with the application provided.
Incidents which are notified to Kyocera will be escalated to the vendor***, with Kyocera dealing with subsequent communications until issues are resolved.
Kyocera will notify you when updates and patches are made available by the vendor.
Kyocera will notify you when updates and patches are made available by the vendor.
Software
Perpetual license or subscription.
Software Assurance
Provision of Vendor Assurance.
Service
- Third party/Vendor Support.
- License, Software Assurance, Vendor escalation.
- Online portal logging only
Select
Software, vendor escalation and reactive support
Service description
This level of service expands on the Core service with the addition of license management, where Kyocera* will work with you the client**, to optimise license utilisation and resolve licensing queries.
Kyocera will provide Incident support and response above the levels of support provided by the vendor***. This support will include incidents relating to the specific client configurations and implementations.
This level of reactive support is provided and made available on a Fair Use policy.
The Fair Use policy is applied per client organisation based on the volume of licensed devices and equates to an estimated volume of effort per month that the client should consume. Where volumes regularly exceed the estimated effort, this suggests an alternative root cause to the issues. In these instances, Kyocera will work with the client organisation to identify these root causes and potential remedial actions.
Patches and upgrades released by the vendor will be made available to the client organisation by Kyocera.
Software
Perpetual license or subscription.
Software Assurance
Provision of Vendor Software Assurance.
Service
- Third party/Vendor Support.
- Incident Support/Management
- Core plus Incident Support based on Fair Use Policy
- License Management
- Online Portal or email
Fair use policy
Identified within the Service Definition as 1 incident per month per 10 devices within the licensed estate.
Options
Select for SaaS
SaaS: MyQ Roger, Papercut Hive, KCPS
Service Description
For organisations who are adopting a consumption-based SaaS model.
This subscription service is based on the volume of licenses and includes all aspects of underlying Platform in addition to the associated software and software assurance.
To provide a mechanism for clients to have issues logged, tracked, and escalated to the platform provider, Kyocera will provide this service on the same Fair Use basis as described in the “Core” service.
As a consumed service Kyocera will also include a volume of service requests per month to facilitate any Add’s, Moves and Changes (MAC’s) that the client may require, these include administration tasks undertaken on behalf of the client following a service request.
Service reporting will be provided based on notification and will include details of service availability and uptime metrics.
Service
- Incident Support/Management
- Approved number of Moves, Adds and Changes per calendar month.
Software
- Subscription licensing
Reporting
Service Requests Moves, Adds and Changes report volume and platform availability.
Complete
Software, vendor escalation and pro-active service
Service description
This level of service expands on the select service level with the inclusion of pro-active components.
Kyocera* will undertake the deployment of Security Updates per quarter, which may include a roll up of multiple patches. Additional updates will be made available to the client** organisation, who are then able to complete these or request Kyocera to complete on their behalf, with an additional charge.
Kyocera will undertake one major upgrade to the deployed software per annum. This is provided to maintain the integrity of the software and ensure future patch releases are deployable. The underlying version of software will be maintained at an N+1 level throughout the service period. Additional upgrade releases will be made available by Kyocera.
As this service level includes management, service reporting is also included. This reporting provides you the client with the details of service performance and SLAs.
Software
Perpetual license or subscription.
Software Assurance
Provision of Vendor Software Assurance.
Service
- Incident Support/Management
- 1 set of security updates per quarter.
- Availability of all security updates for own application on request.
- 1 major release upgrade per annum.
Reporting
- Service reporting
- Select service plus proactive maintenance tasks.
- Online portal, email or telephone
- Devices -Site Visits
- #Repeat Visits
- Volume Toner
- Billing per device
Fair use policy
Identified within the Service Definition as 1 incident per month per 10 devices within the licensed estate.
Options
Complete with OS
Software, vendor escalation and pro-active service. OS Layer and above – all options of complete with –
Service Description
For organisations who provide their own infrastructure but still prefer a comprehensive end-to-end Document Solutions Service.
Kyocera will provide services to the Operating System (OS) in addition to the application.
Kyocera will provide all the service elements of Complete Service option, but also maintain the underlying system through direct monitoring of the application and OS.
Identification of issues through monitoring or notification with remediation, where the root cause is identified as being either operating system or application.
The Operating System will be patched in accordance with Kyocera’s Patching schedule.
Fully recovery backups are required and will be completed by Kyocera or you the client organisation.
Reporting provided as part of Complete is further enhance with Operating System health reporting and incident volume data.
Service
- Inclusive Reactive Support.
- 1 set of security updates per quarter.
- 1 major release upgrade per annum.
Service Infrastructure
- Maintenance of print server(s) and components
- Monitoring of print server(s) and components.
- Proactive repair and maintenance –OS Patching only –Excludes physical and virtualisation patches.
- Backup, default local with options?
Security
- Kyocera M-EDR Service
Reporting
- Service reporting – Infrastructure Health and uptime, Health of OpSE. Incident SLAs.
- Devices – site visits.
- Repeat visits.
- Volume toner.
- Billing per device.
Complete with Infrastructure
Software, vendor escalation and pro-active service
– all options of complete with –
Service Description
For organisations that require Kyocera to provide the underlying infrastructure as well as the OS which hosts the application, either with a physical installation or a cloud deployment. This service level expands on the services provided by the “Complete with OS” service.
As ownership for the entire service resides with Kyocera, client access is restricted. Kyocera deliver the physical or virtualised system infrastructure, connectivity to the system, where necessary the hyper-visor, the operating system, and the application.
All the individual aspects which are included within the “Complete with OS” service but are further enhanced, with inclusion of endpoint security capabilities using Kyocera M-EDR service. Patching and updates of the hyper-visor and maintenance of physical system, including security updates.
The systems are fully backed up at a system level, with offload to secondary long-term storage repository to enable full recovery capability. Additional capability replication of backups to a secondary site location, along with Disaster Recovery replication of systems and allocation of system resources is available, however this is optional on request.
Reporting in this service level is enhanced with the inclusion of system uptime reporting.
Service
- Inclusive Reactive Support
Service Infrastructure
- Maintenance of print server(s) and components
- Monitoring of print server(s) and components.
- Proactive repair and maintenance.
- Backup inclusive on a VM basis and DR optional
Security
- Kyocera M-EDR Service
Reporting
- Service reporting – Infrastructure Health and uptime, Health of OpSE. Incident SLAs.
- Devices – site visits
- Repeat visits.
- Volume toner.
- Billing per device.
Service Availability
All support for each service level is provided by Kyocera Service Desk. This service desk is UK based and delivered by experienced and accredited internal resource. This service desk is available up 24×7 depending on the clients preferred service provision.
For any service levels where patching and updates are included, these services are only available for extended hours or 24×7, and not available for a core hours service. This requirement is driven by the need to apply updates out of business hours to reduce the potential of these updates impacting on the service consumption.
Document Solutions Managed Service
Document Solutions are provided to enable organisations to benefit from improved levels of centralised management and control of their print and document digitisation, which is then utilised by their end user environment. With this control organisations can achieve the following benefits.
- Reduce overall print solution costs.
- Control output behaviour through rules
- Increase productivity.
- Provide confidentiality.
- Secure documents.
The ability to manage and control users document and print experience has been a standard service practice for a long time. The advent of follow me™ and find me™ solutions has added device flexibility to this control, providing greater levels of management and reporting which provide genuine cost benefits and business improvements. In addition to this capability, document solutions provide functions for scan and capture with centralised control and management of the end user expectations.
Many organisations have already implemented methods of document control and digitisation. Kyocera Document Solutions Managed Service ensures these solutions are implemented and maintained successfully, remain optimised and continue to deliver value.
This service comprises of multiple potential elements combined into a single delivery.
- Document Solutions Software licenses, including software assurance and support from the vendor.
- Infrastructure hosting and/or management.
- Managed Services.
The development of the Kyocera Managed Document Solutions Service enables customer adoption of any, or all these service elements.
Managed Services
We provide a range of fully managed services so your organisation can concentrate on what it does best.
Our Solutions
Cloud
Collaboration
Content Services
Security
Managed Services
Connectivity
Document Solutions
Glossary of terms
*Kyocera = Kyocera Document Solutions UK
**Client = You the customer
***Vendor = Software or hardware vendor – which could be a Kyocera or 3rd party product.
