Printer Issues

Service Description

Printer issues

Our Printer Support Service is designed to ensure the smooth functioning of printers for both department-owned and ImageNet Leased (Preferred) devices. Our dedicated IT team is committed to providing comprehensive assistance to meet the unique needs of different printer setups.

Standard Features for Both Department Owned and ImageNet Leased (Preferred) Printers:

Our Printer Support Service covers various hardware-related problems, including:

• Paper handling issues
• Print quality concerns
• Connectivity problems
• Driver and software-related issues
• Configuration and setup assistance
• Scan to email

Optional Features:

Optional Service Features include:

• Assistance with printer upgrades and optimization
• Guidance on best practices for printer usage and maintenance
• Training sessions for end-users on printer functionalities and troubleshooting basics

Department Owned Printers: For printers owned by your department, our Printer Support Service covers troubleshooting and repair of hardware components and peripherals. We address a wide range of issues, including but not limited to:

• Paper jams and feed issues
• Connectivity problems
• Print quality concerns
• Configuration and setup assistance
• Driver and software-related issues

Our team works diligently to ensure that your department-owned printers are operating efficiently, minimizing disruptions to your workflow.

ImageNet Leased Printers - Preferred: For ImageNet Leased (Preferred) printers, our service offers specialized support tailored to these leased devices.

Note: If you have an ImageNet Lease Printer you must contact them prior to contacting TWU Service Desk:

ImageNet – 1(800) 937-2647

You must provide ImageNet with the ID number on the blue sticker.

This level of support includes:

• Priority response for troubleshooting and repair
• Proactive monitoring to identify and address potential issues before they impact your printing operations
• Streamlined communication with ImageNet for efficient issue resolution
• Assistance with lease-specific queries and concerns
• Coordination of hardware replacements under the leasing agreement

Choosing ImageNet Leased (Preferred) printers not only ensures high-quality printing solutions but also comes with the added benefit of a least expensive total cost of ownership, flexible printing needs, and a dedicated support framework designed to enhance your overall printing experience.

Important Note: Limited support is also available for department-owned printers.

How to Request      

Click the "Request Service" button and complete the request form.

 If immediate assistance is required, please contact the IT Service Desk:

• Phone: 940-898-3971
• Email: servicedesk@twu.edu

Roles and Responsibilities 

User Responsibilities:  

• Provide detailed information related to the printer issue, including contact information, printer location, and a thorough description of the problem.
• Users must reach out to ImageNet for support prior to contacting the TWU Service Desk.
  •  ImageNet – 1(800) 937-2647

You must provide ImageNet with the ID number on the blue sticker.

• Cooperate with IT staff to facilitate remote or on-site troubleshooting as needed.

Note: A delay in response and resolution time may occur due to missing required information.

IT Responsibilities: 

• Diagnose and resolve hardware-related issues promptly.
• Communicate the status of the request to the user.
• Offer guidance on printer maintenance and optimal usage practices.

Service Audience  

Faculty, Staff, Student

Service Level Agreement (SLA)

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).

Service Level 3 - Medium
Response Time	8 hours
Resolution Time	3 business days