Clares Managed Print Service – Frequently Asked Questions

·  My printer is not working – what do I do?

Please raise a call with Southern Health’s Service Desk on 0300 123 9977 or via LogIT+.

A maintenance call will be raised with Clares and an engineer visit will be arranged. Please ensure you provide your device and location reference form the pink sticker on your device.

·  I need toner for my printer

Printers which are connected to the network should automatically report toner levels to Clares who will send out replacement toner once the current toner levels reach below 25%.

If your device is not networked, please email Clares on , providing your device and location number and advising which toner is required.

·  How do I get a printer?

There is an established process for obtaining a printer from the Clares Managed print Contract. Read the guidance here.

·  What are the Trust policies around printing and printers?

There are printing principles developed for Southern Health.

These principles include the background to the printer managed service, what staff can expect and the importance of reducing cost where possible, by minimising additional requests.

Read the Printing Principles.

·  How do I submit a request for a printer on LogIT+

There is guidance on submitting a request on LogIT+. This process applies to all requests, including mobile phones, 3G SIM cards and BlackBerry Work.

Read the guidance here.

·  What printers are available?

There are a number of models supported on the manged contract. Printer applications must include functionality requirements because as the requests are fulfilled from a pool of devices, requests for specific devices cannot be met.

·  How much do the printers cost, and who pays?

The managed contract is charged at Trust level and costs are recharged to divisions based on the total cost of all the printers plus a service cost; a % per division is calculated and then this % is used to charge out the costs to the divisions.

The monthly rate (minus the service cost) for the most common devices is as follows:

HP Colour Laserjet Enterprise Flow MFP M830z / £156.67
HP OfficeJet Pro X476dw MFP / £68.57
HP Officejet Enterprise Colour MFP X585z / £114.44
HP Colour LaserJet CM6030 Printer / £140.80
HP LaserJet M3035xs MFP / £76.54
HP LaserJet Enterprise M4555 MFP / £57.84
HP LaserJet Enterprise Flow MFP M525dn / £39.69
HP Laserjet P3015x / £22.15
HP Laserjet P2055 / £13.05

·  Is my printer on the Clares Managed Print Contract?

You can check if your printer is included on the contract by reviewing the master device list here.

·  What was the printer rationalisation exercise and why was it undertaken?

The print device rationalisation was arranged and undertaken by Clares as part of the re-signing of the Managed Print Service contract.

The decision was made to remove devices where they were reporting low use or where there was opportunity to utilise a multi-functional device amongst a team of staff.

Clares have rationalised the device fleet based on the Trust’s printing principles.

The rationalisation is hoped to bring about savings of over £300,000 for the Trust but this will only be achieved if teams support the principles.

·  Can I get a brand new printer?

Currently, no ‘new’ devices are being added to the contract. Any request made for an additional printer will be met where appropriate from the device pool. This is why it is important that only justified, approved printer requests are submitted.

If a new service is joining Southern Health it may be possible to purchase a new device but any requests need to be reviewed on an individual basis.

·  How long does it take to get a printer?

Once a request is submitted on LogIT+ it will be processed by the Technology Business Support Team and passed to Clares to process. The service level agreement with Clares is for requests for additional devices to be fulfilled is 7 days.

However, as these requests are met from a limited device pool the length of time Clares are able to respond to requests is dependent on stock availability.

·  Can I fax from my Multi-Functional Printer (MFP)?

Clares MFP’s cannot be used to send and receive faxes.

This is because having the MFD plugged into a telephone/fax line breaches the SHFT network, making it incontrollable and unmanageable. This is not secure and is covered in the ICT Network Security Policy.

Even with approval to purchase a multi-functional device you are not permitted to connect both the network and the fax line to the device.

Please email the SHFT Buying Team for advice on a device.

·  I’m having paper jam issues with my printer – what can I do?

Read the paper maintenance support pages provided by Clares.

·  I am unhappy with the service I have received from Clares regarding my printer, what can I do?

Please email your concerns to .

·  I have been advised that there are no available devices in the device pool – what happens now?

Clares will retain your printer request in a ‘waiting list’. This list is managed based on a ‘first come first served basis’, however if your request is urgent please raise a call via LogIT+ and the Technology Business Support Team will advise alternative options and/or alternative printing device sat your site that you could use.

·  I have had a printer delivered by Clares and it is not installed – what do I need to do?

You need to raise a call with Service Desk via 0300 123 9977 or LogIT+ requesting that an SHFT Device Support Engineer attend site to complete the installation of your device.

·  I need to move the printer – who do I contact?

Smaller printers can be moved with support from Estates, as you would move smaller office equipment or furniture. Once the printer is in the new location, please raise a call with Service Desk via 0300 123 9977 or LogIT+ to arrange for a Device Support Engineer to attend the new site to complete the installation of the printer.

If you need to relocate a larger device, or a Multi-Functional Device, please contact to request a cost to complete the move from Clares. Please ensure you include details regarding the device and location number (from the pink sticker), where the device is moving from and to (including information about stairs, lifts etc.) and an on-site contact for each location.

Once the printer is in the new location, please raise a call with Service Desk via 0300 123 9977 or LogIt+ to arrange for a Device Support Engineer to attend the new site to complete the installation of the printer.