Description
Use this service to report functionality issues with the Public Student Printers on campus to Classroom and Event Technology Support (CETS). Public Student printers are actively monitored through specialized software, which typically alerts CETS to problems before user reports are received; however, user reports are still welcome and help ensure timely resolution.
Standard Service Features
Troubleshooting and support for printer functionality issues, including:
- Printer powered off or offline (not connected to the network)
- Paper status (e.g., low/out of paper, paper jams)
- Toner status (e.g., low/out of toner)
- Waste container status
Student printer locations can be found here. Response to resolve within 1 business day. Advanced hardware servicing is performed by Ricoh and may be subject to additional time constraints beyond our control.
Issues related to account balances or software installation/troubleshooting should be directed to the Technical Support Center (TSC), at 812-237-2910, option 1 (Computer Technical Support).
Service Level Agreement (SLA)
SLA respond/resolve times are in normal business times during office hours, unless otherwise specified.
| Request |
Respond In |
Resolve In |
| Non-urgent |
4 hours |
1 day* |
| Urgent, stop-work |
30 minutes |
1 day* |
* Most incidents will be resolved within 24 hours, pending severity of issue.
Scope/Constraints
- Scope: Current Indiana State University Faculty, Employees, and Students
- Does not include departmental or private office printers
- Does not include print balance or software issues (e.g., installing or troubleshooting, print drivers)
- Hardware servicing by Ricoh may introduce delays
Directions
For assistance installing printer software on personal devices, or to troubleshoot account and software-related issues in person, visit the walk-in OIT Help Desk in the lower level of Stalker Hall Room 009 during Walk-In Help Desk Hours.
Maintenance
Generally seven days a week, with limited coverage and assistance during weekends.