Microtech International (MTI) is the new vendor providing support for Hewlett-Packard printers at the Lab. Although there were some initial issues during the startup phase with MTI, the Mac/PC Support Group staff has been working with the vendor to correct the problems.

HP printer support can be requested either via the Web or by calling the computer support Help Desk at X4357. Problems due to printer hardware will then be referred to MTI. Service will continue to be charged as a normal time and material ticket through the existing recharge mechanism at $100/hour in FY02.

The contract will be managed by Gayle Peuser, leader of the Mac/PC Support Group (MPSG). Issues involving quality, timeliness of service, billing and payment will be handled by MPSG.

For users of Tektronix (Xerox) Printers:
The Computing Infrastructure Support Department has not been able to find a third party vendor who can maintain Tektronix printers, such as the Phaser line of printers, for a reasonable price.

"To help our customers, we worked with procurement to develop a Purchase Order with Xerox, which bought Tektronix," said Desktop Support Manager Charlie Verboom. "This arrangement requires that MPSG make the call for service, however."

But the cost of service is significant. Xerox rates are $225 for the first hour and $42 for each 15-minute increment thereafter. MPSG will use its ticket system to recharge the work, and will add a flat fee of $50 for each service call they have to handle. Users of Tektronix printers can also make their own arrangements with Xerox or another vendor they are comfortable with.