Documentation

The following services, not included in Managed Services, will be provided instead by the LRS Systems Engineering team using a separate SOW:

Infrastructure / Software

1. Customization of LRS Software or API configuration for connecting other applications

2. The authoring of custom Scripts

3. Implementation of new licensed LRS products. LRS Managed Service technicians will work with LRS SE’s and Consultants throughout new implementations

4. Customization of the LRS Printer Portal (Icons, color schemes, logos)

5. Custom report development for Innovate/Audit and other monitoring software

6. Initial design of infrastructure used in support of LRS Software (LDAP, Active Directory, etc.)

LRS Software Training

7. Basic LRS Solution training to customer personnel

8. Knowledge transfer to customer Help Desk personnel for L1 troubleshooting

Infrastructure / Software

1. Updating new releases of LRS Software in test and production environments.

2. Testing LRS product upgrades in the customer test environment; upgrading LRS Software on production systems after successful test.

3. Performing daily operation and management of LRS Software.

4. Adding and updating filters provided by LRS Systems Engineers or Product Support (note, updating excludes enhancing functionality).

5. Working with customer Project Management and assisting in the creation of any service requests involving existing licensed LRS Software (upgrades, change or removal of LRS Software). Note that the addition of new LRS products may result in additional requirements, design and software licensing that may require a fee and/or separate agreement.

Security

6. Creating security groups and assigning permissions based on Active Directory groups.

IMACD (Installation, Move, Add, Change, Delete)

7. Adding or updating print drivers to the LRS solution.

8. Modifying print queues (change, add, delete) in LRS solution.

9. Managing the VPSX Printer Portal—we upload and remove maps provided to LRS by the customer and update devices on the maps

10. Deploying MFPsecure/Print agents for existing licensed LRS Software and route to print vendor technicians for validation.

11. Troubleshooting configuration issues with print devices along with the print vendor.

12. Troubleshooting LRS Software print issues, involving the appropriate customer group and documents according to policy.

Incident Management & Ticket Resolution

13. Ownership and management of incidents in the LRS’ incident management system, resolving issues related to LRS Software, reporting progress on resolution, and closing or re-assigning tickets according to operational procedures.

14. Escalating incidents to LRS Support (Level 3) when an LRS Managed Service Technician is unable to resolve an issue. The LRS Managed Service Technician will be the primary contact for working with LRS Support until a given issue is resolved and will update the customer ticket accordingly.

15. Reporting incidents via email, ticket or phone call, and as defined by customer policy, using LRS service management tools.

16. Creating automated email alerts for printer device status based on mutually agreed conditions.

Print Job Management

17. Rerouting print jobs according to customer defined policies.

18. Maintaining a manual of BAU processes related to the LRS Software installed.

Infrastructure / Software

1. Ensuring WAN connectivity / firewall access between LRS solution and printer devices.

2. Ensuring WAN connectivity / firewall access between LRS solution and Third Party Printer (TPP) devices. TPPs are excluded from the standard service offering.

3. Ensuring printers are serviceable and on-line.

Security

4. Providing permission to LRS Managed Service technicians for apps/servers/ticketing system and any other area required to perform their duties.

5. Providing access to customer ITSM tools and/or data (Service Now, Remedy etc.) for coordinating and monitoring service requests (e.g. LRS product upgrades, applying maintenance) and incident resolution. 

IMACD

6. Providing device intake documents (lists of printers, IP address, printer manufacturer and model, printer location, document types printed per device).

7. Adding or modifying print queues on end user desktops. 

8. LRS will assist customer’s desktop team with batch scripts or assist with rollout via System Center Configuration Manager (SCCM) or similar customer tool when using Printer Driver Manager (PDM).

9. Providing maps & location data for printer location and printer portal.

Incident Management & Ticket Resolution

10. Providing LRS with a contact within the incident management team. This customer contact will have responsibility for changes involving:

i. Active Directory/LDAP

ii. Ticketing system; Creating, routing & escalation

iii. 1st, 2nd and 3rd level support

11. Providing first-line support/Level 1 support to end users who place calls to customer Support Desk related to printing problems.

12. Providing an escalation path when customer contacts are unresponsive.

13. Opening/routing incidents in customer ITSM tool and assigning to LRS Managed Services.

14. Following up with end users once print issues have been deemed resolved. Closing or contacting LRS Managed Service technicians to inform them the incident can be closed.

15. Coordinating change management.

16. Performing any maintenance outside of vendor support (e.g. adding toner when status indicates low).

Training

17. Providing training and documentation on customer processes that LRS staff are required to follow e.g., service requests

Application Management

18. Maintaining internal business applications and required print queues, such as required by SAP, Epic, Cerner, etc.