IP Based Printing - Enhanced Service

Service Description

Laser printing services are routed to the data center IP printer. This service allows for the expedited printing of large print jobs created by the mainframe or at a workstation and are sent to the IP printer. Direct IP printing as a service provides no single point of failure and each computer maintains control of the print driver and settings. Print jobs use the local spooler and are a low cost alternative to print server.

An optional print to HTML capability is available to avoid printing costs.

Customer Benefits

Customers of this service will save funds in hardware and software in addition to licensing which is less expensive when compared to a print server. Users maintain control of their print jobs throughout the process, relieving the responsibility of managing print jobs at the servers, limiting impact to the agency as a whole when a single printer fails. Users also do not have to search for drivers or re-send print jobs because they inadvertently tried to print to a printer that wasn’t available. When Status Notification Prompts are enabled, users are aware of real-time print job status.

Customer Responsibilities
Ensure agency resources are available to review and address printing issues within the designated time frame once the call has been placed with the help desk. Actively participate in bringing issues to resolution, and involve ETS as soon as possible to assess issue and availability of ETS resources. To request this service call the Technology Support Center at 307-777-5000. An agency billing code is required.

ETS Responsibilities
ETS will provide information on how to use this service. ETS will manage incident resolution services through the Technology Support Center utilizing the ticketing system to route any IP printing issue to the appropriate technical staff to ensure response, tracking and resolution. They will also manage and maintain the equipment and software necessary to provide the IP printing service.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category  Evaluation Criteria   Target
Availability Requests for IP printing capability can take up to 15 business days, maximum, from the time request received.  15 business days
Incident Responsiveness IP Printing issues within the state network will be diagnosed and resolved within the same day and no longer than 24 hours. For vendor related IP Printing issues, ETS will contact the Vendor within the 24 hour period. Vendor support may impact daily business needs and workflow.  24 hours

Service Rates

Service      Cost  Unit
Enhanced Service - IP Based Printing  $0.09  Per page