Konica Support – Logging Incidents for Printers and Multi-Function Devices

Introduction

Konica provides support for printers and multi-function devices used across the site. If a device experiences failure or degraded performance, Konica support should be contacted for assistance.

When to Contact Konica Support

You should contact Konica support in the following situations:

• Printer Not Functioning (e.g., unable to print, no power, error messages)

• Scanning or Copying Issues (e.g., failed scans, quality problems, paper feed errors)

• Paper Jams (e.g., persistent jamming beyond normal troubleshooting)

• Toner Replacement Issues (e.g., printer not ordering toner automatically)

• Network Connectivity Problems (e.g., printer offline, unable to connect to network)

• General Performance Degradation

Contacting Konica Support

Konica provides support during standard business hours. Use the following contact details to report printer-related issues:

Konica Support Contacts

Logging an Incident with Konica Support

Step 1: Gather Information Before Contacting Konica

To ensure a smooth support interaction, have the following details ready before reaching out:

• Your Name & Contact Information

• Hotel Name & Location (Gleneagles Hotel or applicable site)

• Printer Serial Number (Located on a label on the front of the printer)

• Issue Description (Include error messages, impact, and duration of the issue)

• Steps Taken (Any troubleshooting performed before calling)

• Incident Severity (Is the printer fully non-functional, partially degraded, or experiencing minor issues?)

Step 2: Contact Konica Support

• Call Konica support, providing the gathered information clearly and concisely.

• Request a case reference number and document it in the IT Support Portal as a Ticket

Step 3: Track and Update the Incident in Freshdesk

• Log the Konica support case number in the IT Support Portal Ticket .

• Update the IT Support Portal Ticket with progress notes and Konica’s responses.

• Ensure regular follow-ups with Konica until resolution.

Ordering Toner Cartridges

• All printers are configured to automatically order toner replacements.

• If toner is required manually, provide the printer’s serial number when ordering.

Escalation Process

If there is no timely response or resolution from Konica support:

• Escalate to IT Management internally.

• Request priority escalation from Konica if the issue is business-critical.

• Document escalation steps in the IT Support Portal for tracking.

Conclusion

By following this structured process, our teams can efficiently log, track, and resolve Konica-related printer issues. Always ensure incidents are well-documented in the IT Support Portal for visibility and follow-up.