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HP Managed Print Services at Temple

Temple University is transitioning from Xerox to HP as its provider of managed print services and printer/copier machines. This transition will begin in Summer 2021 and will continue through the fall semester.

Overview

As Temple’s provider of managed print services, HP will provide printer/copier machines (aka multifunction devices or MFDs) to Temple and will also be in charge of deploying, managing, and maintaining the devices as well as supplying consumables (e.g. ink and toner cartridges).

Schools/colleges and units will have an opportunity to choose their machines, and the swap of Xerox devices for HP machines will take place starting over the summer of 2021 and continuing into the fall. A total of ten machines are being offered, each with varying capacity, functionality, and cost. 

The agreement with HP begins in 2021 and has a six-year term. Pricing is structured as a monthly base (lease) cost plus a “click charge” (charge for each impression on paper).

Benefits of HP

Simplified and transparent pricing model

  • Reduced printing costs
  • All-inclusive pricing – cost of consumables (including ink/toner cartridges but excluding paper) is included in pricing 

Standardization of machine offerings and flexibility of choice

  • Fewer machine types will be offered – each with varying print capacity, functionality, and cost – to create efficiency and consistency of machine management and maintenance 
  • Departments can choose between black & white and color machines, and have a variety of finishing options

Ease of use plus enhanced transparency and management of the print environment

  • User-friendly machines with an easy-to-use keyboard interface
  • Streamlined integration with Microsoft 365, including the ability to scan directly to OneDrive 
  • HP’s Device Control Center allows users to view location, usage, and cost information for their device(s), and to see the status of consumables (ink, toner, etc.)
  • Automated just-in-time ordering and delivery of supplies

Attention to customer service, security, and sustainability 

  • Dedicated onsite technicians to manage the day-to-day operations and maintain the fleet
  • Enhanced security across Temple’s network and devices
  • A print environment that considers Temple’s sustainability goals. This includes a cartridge recycling program as well as machines that can handle recycled paper, use less energy, and produce lower carbon emissions

Comprehensive transition plan

  • A dedicated transition manager has been assigned to Temple to ensure a successful implementation 
  • Demos of device (in-person and virtual) will be scheduled for the entire University community 
  • Training will be available to all users

Machine Information

Timeline

Once a timeline has been defined, it will be available here. The goal is to complete the transition during Fall 2021.

Transition Leads

There are three transition leads managing this process. HP has assigned a dedicated transition manager, Ross Safko, to be Temple’s point-person throughout the process. Farrah Al-Mansoor and Xiduo (Jim) Liu from Temple will be the main liaisons between the Temple community and HP.

HP Support Information

  • HP Contact Information
    HP Support
    Phone number: 1-888-447-0169
    PIN: 97681
    Device Serial Number (located on front of device)
    Onsite and remote support available from 8am to 5pm Monday through Friday
    Remote support available 24/7
  • Service Level Agreement (SLA) Information

    Philadelphia Campuses (Main, HSC, TUCC, and Podiatry)
    HP’s service level for all devices located at Philadelphia campuses provide 4hr Restoration (two-hour response/two-hour restoration). HP provides a dedicated field technician to provide onsite hardware support to Temple by responding to support calls at these locations within 2 hours of the call logged with HP.  This SLA applies to HP managed devices only and is available 8am to 5pm Monday through Friday excluding local public holidays.  Calls placed after 3pm will be logged for the next business day.
     
    Non-Philadelphia Campuses (Ambler, Harrisburg, Fort Washington)
    HP’s service level for all devices located at non-Philadelphia campuses provide 8hr Restoration (four-hour response/four-hour restoration). HP provides a dedicated field technician to provide onsite hardware support to Temple by responding to support calls at these locations within 4 hours of the call logged with HP.  This SLA applies to HP managed devices only and is available 8am to 5pm Monday through Friday excluding local public holidays.  Calls placed after 3pm will be logged for the next business day.

    Note: These SLA times may vary as both Temple and HP may be required to resolve your MFP printing issue.

  • Order supplies

    The toner and ink usage will be monitored, and the cartridges are replenished automatically. 

    For ordering other supplies, such as staples and the toner collection unit, HP provides the following methods for placing orders:

    • Contact HP at 1-888-447-0169 and provide the technician our assigned PIN 97681 and your device serial number. 

    • Email our onsite HP On-site Administrator (OSA) with the following information: 

      • MFP Serial number 

      • Campus 

      • Building and room number

      • Email address 

      • Contact number 

      • Supplies needed 

  • Relocate a Multifunction device

    Please do not relocate any managed HP multifunction devices on your own. It is possible to cause internal damage, especially to the PageWide units if special care is not applied during the move process.

    If the relocation of a managed HP multifunction device is required, please send an email to HPMove@temple.edu with the following information:

    • The current location(s) of the HP MFP (campus, building, room number and shipping address)

    • The location of the HP MFP moving to (campus, building, room number and shipping address

    • Contact Information: First and last name, Temple email address and contact number.  

    • HP MFP serial number.

    • If the new location has an active ethernet jack.

HP Resources

HP MPS Survey

Please use this survey to provide us with valuable feedback on HP as our managed print service provider (Login is required to access this survey).

HP MPS Survey