DocuTeam Support Center

The centerpiece of our operating philosophy is the simple statement, "Premier Service 'NO EXCUSES'." Every day we strive to ensure that we have exceeded our clients' expectations. We continue to invest in our service and support tools and expect no less than consistently raising the level of support we provide our clients. We know that you rely heavily on the equipment and software solutions in your offices to meet and exceed the production and profitability of your business. We can and will help you reach your goals.

In addition, we have adopted a client Bill of Rights to ensure that our clients, suppliers, and employees understand our level of commitment.

Client Bill of Rights

• 4 Hour Service Response Guarantee

  When your equipment goes down so does your productivity. Our fast, reliable team of service professionals will help your business get back up to speed with our guaranteed 4-hour service response time.

• Pro-Active Maintenance

  This program can significantly increase your equipment uptime. Our quality assurance kits have been developed for replacement of high usage parts before they wear out. This reduces the need for emergency service calls and keeps you a step ahead.

• Genuine

  Our factory-certified service professionals use only 100% genuine Sharp parts and supplies for your equipment. Genuine Sharp products ensure genuine Sharp performance.

• eSupport

  Place a service call, order supplies – anywhere, anytime. Our online support allows you to take care of business when you need it most.

• 95% Guaranteed Uptime

  Our experience, responsiveness, and dedication to service guarantees that your equipment will be up and running 95% of the time.

• Service Loaner

  In the event we cannot repair your equipment to manufacturer’s specifications, we will provide you with similar equipment at no additional charge while your equipment is being serviced.

• Guaranteed Cost of Ownership

  We understand that this is a significant investment to your business, as well as an integral part of its success. We will ensure that you fully understand your current costs, isolate ways in which we can positively impact them and provide you with all the facts you need to make the best decision.

• Tech Lease Upgrade

  Technology is as ever-changing as your business needs. Our leasing solutions give you the flexibility to upgrade your equipment with no penalty prior to the end of the lease term – allowing you to take advantage of the latest advances in digital technology and productivity.

Hardware Support

DocuTeam Service Highlights

Tenured Technicians

Although DocuTeam has been in business for only eight years, our technicians have an average tenure of fifteen years of industry experience.

Factory Trained Technicians

"Factory Training" is an over-used term in our industry. In reality, almost all dealers will send their "lead technician" to certified factory training. The new "factory trained technician" will then attempt to transmit his training to the other technicians in the department, thus risking the "dilution effect." This degradation of the expert knowledge necessary to keep a network of technologically sophisticated Multi-Function Printers fully operational is the reason why some offices find themselves so often in times of "Paper Crisis".

Well, things are different with DocuTeam.
We have a certified Sharp Service Trainer on staff, ensuring that each technician receives true Factory Service Certification.

Team Approach

Each team of eight technicians has a Field Service Manager who not only has direct communications with the Sharp Corporate Technical Help Desk for "trouble shooting" but they also audit the technician's work in the field.

Technical Help Desk / Dispatch

DocuTeam's service dispatchers are also some of our most experienced service technicians with a plethora of IT certifications (our technicians generally collect certifications for fun... it gets pretty competitive....). In many situations, equipment / IT issues may be resolved immediately thereby minimizing downtime. In addition, service calls can be placed via phone (you actually talk to a Certified Technician / IT specialist in person), email or fax. Our dispatch department is available from 8:00am to 5:00pm, Monday through Friday (excluding holidays). After hours / weekend service is available.

Total Call

With each service call your technician will not only address the immediate issue but will also "clean" the entire unit from top to bottom and go through a 25 to 35 point checklist (depending on the unit). Any part that is within 20% of its rated life span will be replaced at that time. This avoids the scenario where one issue is resolved but another appears shortly after, again minimizing downtime (a nasty word at DocuTeam!)

Proactive vs Reactive

DocuTeam has invested in state-of-the-art systems in order to thoroughly manage your account with a proactive vs. reactive approach. Our system has benchmarks determined by the manufacturer's recommended mean copies/prints between failures (by unit) rate. If a service call is placed where the mean copies/prints rate since the last service was not realized OR any unit that has more than two service calls within any thirty day period, an Exception Report is automated. The Exception Reports are monitored by the Field Service Managers and reviewed by your technician. An unsolicited customer service call is facilitated even though you many not feel there is a concern. In addition your technician will notify you within one hour after your service call was placed in order to give you as specific a timeline as possible as to when he/she will arrive at your facility. All calls are received by your technicians remotely via DocuTeam's Automated Dispatch System (ADS). How to keep your office's document engine up and running? DocuTeam is always thinking ahead...

Parts Availability

Each technician carries a full "car stock" of required items. After each service call is completed your technician clears the call within our system and reports what items were used. Our system monitors parts usage and inventories constantly. DocuTeam Inc. incorporates 12 "parts drops" around metro Atlanta where our technicians' inventory is replenished daily. In the unlikely event your technician does not have a required item, the item will be sent by Sharp Corporation overnight and received by 10:00am the next business day.

Compensation Driven Service

Research has shown that less than 10% of organizations in our industry have a bonus program in place for its technical staff. Those that do generally bonus their technicians on how many service calls they completed daily or "how quickly they can get in and out. "At DocuTeam we do it differently. We are constantly adding technicians in order to meet our Service Guarantees as our service base grows (in essence, each technician's contiguous geographic grid becomes smaller). As opposed to compensating our technicians on how many calls are completed each day, DocuTeam rewards its service professionals by the mean copies/prints between calls rate or "how they maintain the fleet of equipment they are responsible for."

At DocuTeam, technicians earn up to 35% of his/her annual salary based on this bonus criteria.

Award Winning Service

For each of the past 6 years, DocuTeam has been awarded Sharp Corporation's "Hyakuman Kai Elite" service award, given only to a handful of organizations annually.
The criteria is based on...

• The number of technicians to MIF (machines in the field) Percentage of technicians that are factory certified (DocuTeam has 100%)
• Service audits in the field by Sharp personel
• Sharp National Account Program (SNAP) customer surveys

Hardware Support

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IT Services

Mission Support

At DocuTeam mission support services means more than just providing personnel and services to operate and manage your daily operations, manage your facility or support your business, acquisition, or procurement functions. It means providing value-added support by bringing discipline-oriented mission support personnel, technology currency, enhanced skill sets, and business process improvements to the client's organization. It also means creating ways to strengthen the cost-effectiveness, productivity, and quality of your facility's operations or information systems resources to enhance your mission. With DocuTeam's value-added mission support services, you get more than support.

Our mission support services include:

• Strategic Planning
• Acquisition Management
• Procurement Support
• Advisory and Assistance Support
• Business Process Reengineering and Work Flow
• Concept of Operations Planning
• Project Planning and Scheduling
• Logistics Planning, Analysis, and Management
• Risk Assessments and Problem Management
• Budget, Cost, Schedule, and Financial Support
• Environmental Management
• Quality Assurance
• Acquisition Security
• Performance-Based Standards, Measurements, and Metrics

DocuTeam's mission specialists are currently supporting several large and small organizations.

Network Engineer & Integration

DocuTeam performs network engineering and integration of IT systems to provide total enterprise systems that meet customer needs. Our integration services result in seamless, complete information systems that provide timely access to management information such as databases, models, applications, tracking systems, schedules, cost models or databases, changes in user hardware requirements, technology upgrades, and other hardware or program needs.

The key to success in supporting the system integration and installation activity lies in the ability to have experience in all types of equipment, technology, and systems, and in their interrelation. DocuTeam has this experience. We have the talent to analyze the specific installation and integration requirements and to develop an acquisition plan, including all microcomputers, servers, LAN media, transceivers, and communications links to remote sites, together with their physical configuration (e.g., memory, processor type), physical location, LAN addresses, and related data. We also ensure that our staff places all elements under configuration control to ensure that they do not change without proper notification and authorization. Our services include:

• Configuration Planning
• Engineering Design
• Hardware/Software Specification, Acquisition, and Maintenance
• Evaluation and Testing of Software and Hardware and Upgrades
• Research Alternative Solutions
• Integration and Installation
• Testing and Evaluation
• Physical Reconfigurations and Modernization
• Configuration Management
• Asset Management and Tracking

To ensure the sucesss of a systems intergration project, teams must follow a disciplined systems approach.

Network Management Assistance

Connecting to the Local Area Network (LAN) or Wide Area Network (WAN) is the easy part. Designing an Enterprise-wide network and keeping it operating at maximum efficiency are the real challenges. DocuTeam provides full range of network management activities, from site surveys and network design to implementation, operation, and administration. With a staff of highly qualified networking specialists and certified engineers, we at DocuTeam understand system availability, user requirements, and information technology. We know what it takes to create and maintain a network that will meet user's expectations. We plan today for your Networks tomorrow.

Our services are specifically tailored to match the client�s requirements. Our full ranges of networking services include:

• Site/User Surveys
• Capacity Planning
• LAN/WAN Design
• LAN/WAN Administration
• Network Monitoring
• Server Management
• E-Mail Management
• User Support
• Hardware/Software Specification, Acquisition, and Maintenance
• Integration and Installation Integration and Installation
• Testing and Evaluation
• Disaster Recovery Planning / Business Continuity Planning
• Physical Reconfigurations and Modernization
• Network Security and Information Assurance

Server Virtualization

Don't let server sprawl and platform dependencies prevent your organization from achieving its goals. Take control of your IT infrastructure and help it reach its full potential by using virtual infrastructure solutions from DocuTeam to:

• Reduce hardware and operating costs by as much as 50% Network Monitoring
• Reduce the time it takes to provision new servers by up to 70%
• Save more than $3,000 per year for every server workload virtualized

With DocuTeam virtualization solutions your IT organization can deliver levels of performance, scalability and availability that are not possible with a physical infrastructure. DocuTeam solutions can help your organization to be able to:

• Avoid planned downtime with live migration of virtual machines
• Enable dynamic policy-based allocation of IT resources with automated load balancing
• Eliminate many repetitive configuration and maintenance tasks

DocuTeam can help your organization leverage these unique capabilities as part of an ongoing strategy.

Desktop Virtualization

Organizations today must support a wide variety of mobile and remote users, from telecommuters and salespeople in the field to call center workers, consultants and contractors. These users access sensitive information assets on a range of equipment, including laptops, thin clients and unmanaged PCs, making it difficult to support end users in a consistent and secure manner.

DocuTeam can help you overcome these and other challenges with desktop management and security solutions based on enterprise desktop virtualization. These solutions offer a number of key advantages over traditional client-server and server-based models by improving:

• Management: Configure, deploy and maintain hardware-independent desktop virtual machines from central locations for simpler management and more efficient desktop provisioning.
• Control: By encapsulating the desktop operating system, applications and user data as a set of files in a virtual machine that can be stored centrally, enable stronger policy enforcement and tighter data security

Most importantly, for end users, DocuTeam desktop virtualization solutions deliver a familiar desktop experience that does not require application sharing, software modifications or user training

Program Management

n every project or task undertaken by DocuTeam, an experienced Program/Project Manager is assigned to directly oversee the project. Working with a complete set of management tools, DocuTeam Program Managers are given the necessary tools to oversee both personnel and the services they provide.

Our Program Management provides the following support:

• Project Management Plans
• Interfaces with Clients and Users
• Project Procedures Development and Maintenance
• Work Breakdown Structures
• Risk Assessments and Problem Management
• Quality Assurance and Control
• Cost, Schedule, and Financial Oversight and Control
• Trend Analysis
• Performance-Based Standards, Measurements, and Metrics
• Configuration Management
• Asset Management and Tracking

DocuTeam's IT program and project managers use the latest tools to effectively manage each of the projects and tasks to ensure that the client's performance-based standards and service level agreements are met.