2015

Solutions Support Help Desk

Technical Support Reference Guide

Making Information Work for Our Customers

Ricoh Americas Corporation

 Technology Support Services Center
Solutions Support Help Desk

Technical Support Reference Guide

(Field Service Release)

Revision #: 0616-2015-FSR

Document #: RFG046118

Statement of Intent:

This document is intended to clearly communicate the capabilities, resources and relevant
operating procedures of the Solutions Support Help Desk to the Ricoh and Dealer field
support service organizations that would seek assistance on any Ricoh Americas
Corporation authorized document management solution. The information contained within
this document is relevant to the support of the end-user customer and the Ricoh and Dealer
field service and support organizations. This document is not for distribution to the end-
user customer directly and is to be used by technical support staff (Field Service Release)
only. By using or otherwise engaging the services of the Solutions Support Help Desk you
agree to the expectations, support definitions, priority classification, response, escalation
and resolution definitions as well as the overall operating parameters and guidelines
outlined in this document.

Document Disclaimer:

All trademarks and logos are the property of their respective owners. Information in this
document is subject to change without notice and does not represent a commitment or
warranty on the part of Ricoh Americas Corporation or the Solutions Support Help Desk.
This document is not a maintenance agreement or any other legal binding agreement
between the customer and Ricoh. No part of this manual can be distributed, used or
reproduced in any form or by any means, electronic or mechanical, including photocopying,
for any purpose outside of the “Statement of Intent”.

This document supersedes all previous revisions.

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Ricoh Americas Corporation Document Solutions

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Table of Contents

1.0 SOLUTIONS SUPPORT HELP DESK OVERVIEW ...................................................... 5

1.0.1 SOLUTIONS HELP DESK (ANALYSTS) ............................................................................5
2.0 SUPPORT CAPABILITIES ....................................................................................... 6
2.0.1 SUPPORT LABS AND RESOURCES .................................................................................6
2.0.2 INDUSTRY CERTIFICATIONS AND TRAINING .....................................................................7
3.0 SERVICE LEVEL OBJECTIVES, DEFINITIONS AND EXPECTATIONS ........................ 8
3.0.1 FIRST LEVEL SUPPORT .............................................................................................8
3.0.2 SECOND LEVEL SUPPORT ..........................................................................................9
3.0.3 THIRD LEVEL SUPPORT ............................................................................................9
3.0.4 PRIORITY DEFINITIONS .......................................................................................... 10
3.0.5 SOLUTIONS SUPPORT HELP DESK - RESPONSIBILITIES ..................................................... 11
3.0.6 ON-SITE TECHNICAL CONTACT / CALLER - EXPECTATIONS ................................................. 12
3.0.7 TECHNICAL INFORMATION ....................................................................................... 13
3.0.8 RESPONSE, ESCALATION AND RESOLUTION OBJECTIVES ................................................... 14
4.0 SUPPORT REQUEST AND ESCALATION PROCESS................................................. 18
5.0 CONTACT INFORMATION .................................................................................... 19
5.0.1 HOW TO CONTACT US? .......................................................................................... 19
5.0.2 WHAT ARE OUR HOURS OF OPERATION? ....................................................................... 19
5.0.3 IS YOUR SOLUTION SUPPORTED? ............................................................................... 19

Table 1 - Document Legend

Icon Definition
Indicates additional steps to the referenced process.

Indicates a critical point during a process or that special consideration should

be taken.
Indicates a key step in the support process.

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1.0 Solutions Support Help Desk Overview

Located in Tucker GA, the Solutions Support Help Desk is a part of the TSSC (Technology
Support Services Center) which is a division of the Service organization. Along with the
Solutions Support Help Desk the support center in Tucker is made up of several technical
support teams that include the Customer Support Help Desk, Technology Support & Depot
Services Help Desk, eServices Help Desk, Print Production Support Center and the
Engineering and Corporate Support team. All technical support for the end-user customer
is done from this support center. Ricoh and Ricoh Authorized Dealer field service
personnel also have full access to this support center for technical support and
troubleshooting assistance.

The Solutions Support Help Desk This team primarily focuses their support efforts on the
technical support of Ricoh’s Document Management and Solutions portfolio. Those
categories of supported document solutions are listed below.

 Capture & Distribution

 Printing & Output
 Security
 Fleet & Device Management
 On-Demand Web Services
 Utilities, Plug-ins and Drivers

1.0.1 Solutions Help Desk (Analysts)

This group is considered technically to be a Level II Help Desk that handles inbound
support requests from external customers, internal Ricoh direct and dealer
employees on any solution or Ricoh business product involving a document
management solution.

The Analyst group works to maintain a consistent high level of support and
communication with our customers and to Ricoh’s support and service
organizations. This team does not read a script when supporting the caller; they
troubleshoot, analyze, gather information from the caller and create support requests
for issue management.

This group also works with Ricoh and 3rd party developers to maintain a consistent
high level of support and communication to our customers as well as the support
and service organization.

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2.0 Support Capabilities

2.0.1 Support Labs and Resources

The Solutions Support Help Desk has immediate access to all of Ricoh’s products and
solutions. Before a solution launches it is sent to the Solution Support Help Desk for
evaluation. This ensures that the Help Desk is always ready to support the latest Ricoh
document management solutions and products before they go to market.

Every Solutions Help Desk Analyst and

Engineer is equipped with a long-range
wireless headset, to give them easy
access to all of the resources in our lab.
This allows us to easily walk step-by-step
with our customers in trying to reproduce
and resolve the issues as they see them.

Figure 1 - Hardware Lab

The Software and Solutions Support lab stays

up-to-date with the latest server and desktop
operating systems like Windows, Macintosh,
Novell and more. We also make sure that we
have access to the most widely used work-
flow and business enhancement applications
such as AutoCAD, Adobe CS Suite, Quark
and the Microsoft Office applications.
Figure 2 - Software Lab I

Supporting our customers through various

channels such as phone, email and web, we
utilize the latest remote support technologies to
deliver quick and efficient support for our
customers. We use virtualization to simulate
many unique types of customer network
environments to help us isolate and troubleshoot
complex customer work-flow issues.
Figure 3 - Software Lab II

Note: Not all work-flow configurations can be replicated and some limitations may apply.

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2.0.2 Industry Certifications and Training

Our employees stay up to date on the latest industry technology by taking full advantage of
the many training programs at Ricoh. We diversify our training across the spectrum of
Ricoh document management solutions and core market technologies such as Microsoft,
Apple, Novell, Cisco, Unix/Linux and the suite of CompTIA certifications.

This allows the Solutions Support Help Desk to better meet the needs of our customers by
understanding the unique and often complex network environments that Ricoh’s document
management solutions integrate with.

Below are some of the industry-standard certifications that the members of the Solutions
Support Help Desk currently hold, totaling over 70+ certifications.

Team Certifications
CompTIA Net +
CompTIA A+
Microsoft MCP
Microsoft MCSE
CompTIA Security +
CompTIA CDIA
Cisco CCNA
SUN/AIX/JAVA
Microsoft MCSA
Novell CNA
CompTIA Linux +
Apple ACSA
RHCE
IBM eServer Certified Specialist
Sun Certified Java Programmer
LPIC-1
NCLA

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3.0 Service Level Objectives, Definitions and Expectations

Support Level Definitions

The Solutions Support Help Desk offers 1st, 2nd and 3rd level technical support for our
customers and field service professionals.

3.0.1 First Level Support

First level support is defined as direct technical support to the end user by taking the first
support call, email or support request for a Ricoh document management solution.

First level support will provide the following:

3.0.1.A Qualify incoming calls, emails or electronic support requests; determine if the
request is for a new or existing case. Assign a priority to new cases, obtain and
gather new and/or relevant information for new or existing cases.

3.0.1.B Classify the problem and environment. Try to determine the cause of the
reported issue, completely define and document the issue in the call tracking
system. Request any information that would clarify or further help the
troubleshooting analysis and resolution process.

3.0.1.C Escalate the issue if no * reasonable progress is made.

* Reasonable progress is defined as positive developments during the

troubleshooting efforts and forward progress toward the resolution of any open
support request within a certain period of time, usually less than but not limited to
30 - 45 minutes. If no demonstrable progress is made within a reasonable
amount of time, the on-site technical contact or the Solutions Support Help Desk
analyst can **escalate the reported issue.

** Note: The information requested by the Solutions Support Help Desk may be a
requirement of escalation depending on the situation. Some cases will need certain
amounts or levels of information to be provided so an engineer can start work on the issue.

This requested information is essential to resolving the reported issue or moving it from first
call to escalation status. Any delay in providing this information will directly impact
resolution time.

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3.0.2 Second Level Support

The second level support is defined as the Solutions Help Desk Analysts providing direct
technical support for Ricoh and dealer field service professionals, expert level customer IT
administrators, and other OEM partners who work with Ricoh and our customers.

We employ advanced analysis of the reported issue, try to duplicate or repeat the issue as
described and reported by the on-site technical contact and resolve the issue if possible. If
resolution is not possible the support center analyst promptly escalates to the Technology
Solutions Engineers.

Advanced analysis may include but is not limited to reviewing the following items:

 Network Packet Capture Data

 Ricoh Device Operation Logs
 Ricoh Device Settings and Configuration Data Sheets
 Computer (Workstation and Server) Diagnostic Information
 Print Stream Data

* See section (3.0.7) for a more complete list of items.

3.0.3 Third Level Support

Third level support is defined as the Help Desk Engineers providing technical support for
Ricoh and Dealer field service professionals as well as expert level customer IT
administrators by working directly with the developer level support contacts of Ricoh’s OEM
business partners and/or internal software developers. The Solutions Support Help Desk
will facilitate a fluid support interaction for the duration of the reported issue while it is open
and actively being supported.

The Solutions Support Help Desk will do everything possible to expedite an escalation that
has been sent to a 3rd party developer or an internal Ricoh engineer. However, the
Solutions Support Help Desk is bound by the operating parameters of the person(s)
responsible for the resolution of the escalated issue which may reside outside of the
Solutions Help Desk. In some cases, the group escalated to operates in a different time
zone or country or observes different operating hours and holidays.

Note: Support agreements may vary by customer or solution according to the support
and maintenance agreements. Please always verify that there is a current support contract
and know what the operating terms and conditions are.

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3.0.4 Priority Definitions

The Solutions Support Help Desk addresses reported issues in order of priority and report
date time. The caller and support analyst / engineer must agree upon a priority
classification based on the severity of the reported field issue. All non-critical issues will be
classified as “2 – Medium” by default. The Solutions Support Help Desk or the on-site
technical contact shall be entitled to change a priority classification for any reported issue
that meets the priority classification requirements below.

Note: The priority classification table is a “base-line” for classification, if the situation
warrants, and both parties agree, the priority can be changed as appropriate.

The base-line classifications are as follows:

Priority Description

 Core functionality of the software is missing or non-functional, critically

1 – High interfering with the business of an end-user and/or company.

 Causing monetary losses or damaging the brand name or reputation of

Ricoh or the customer.

 Any issue validated to be affecting multiple Ricoh models, an issue

possibly affecting multiple customers (enterprise or product line wide).

 The technical contact is on site and actively seeking support and working
on the reported issue.

 A Print Production or Global/Major Accounts Customer related issue.

 Any security related issue.

 The performance of the software is materially degraded, causing

2 – Medium inconsistent or inaccurate results. Because of the reported problem, the
customer’s business continues to operate although not at peak
(default) performance.

 The caller / on-site technical contact may or may not be on site actively
working the reported issue.

 Cosmetic field issues that do not materially impact the business or

3 – Low environment in which the product operates. Functionality is not materially
affected.

Priority Classification Table

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3.0.5 Solutions Support Help Desk - Responsibilities

After receiving reported field issues, the Solutions Support Help Desk will do the following:

3.0.5.A Provide acknowledgment of the receipt of a reported issue from the identified
caller and establish the on-site technical contact person who will be responsible
for assisting the Solutions Support Help Desk for the duration of the reported
issue.

3.0.5.B At the time of the reported issue, provide a designated resource to analyze,
diagnose, troubleshoot and gather information pertaining to the reported issue.

3.0.5.C Provide the caller with an “SR#” (Service Request Number) or a “Case Number”
for issue tracking purposes. Adequately document the case notes with the
information provided by the caller or the on-site technical contact.

3.0.5.D Perform analysis of reported product failures and unresolved problems, and
undertake efforts to replicate and resolve the field issue in a controlled
environment.

3.0.5.E Provide to the caller / on-site technical contact with any software fixes, patches or
updates that have been made available to Ricoh if applicable.

3.0.5.F If the problem is not resolved on the first call, immediately escalate the reported
problem using the guidelines established for escalating to the TSE (Level III
Solutions) group.

Note: If all of the desired information has not or cannot be collected during
this time, it could delay the progress of resolution. To maintain forward progress
of resolving the reported issue all desired information determined to be relevant
by the Solutions Support Help Desk should be expediently provided without
delay.

3.0.5.G After the issue has been escalated, the contact associated with the reported
issue will be kept up to date on the latest developments as they occur. An ETA
on the resolution will be provided. If this is not possible, then appropriate
updates on progress should be delivered until the issue is resolved.

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3.0.6 On-site Technical Contact / Caller - Expectations

In the best interest of the customer and the quickest and most reliable resolution to the
reported issue when calling / emailing or otherwise engaging the services of the help desk,
the on-site technical contact / caller should have the ability to establish a consistent line of
communication to the help desk for the duration of the reported issue.

When reporting an issue, the identified technical contact or caller should expect to :

3.0.6.A Accept the role of on-site technical contact or appoint another person to serve as
the on-site technical contact on behalf of the “Customer” or “Ricoh Americas
Corporation” or for the “Authorized Ricoh Dealer” for the duration of the reported
issue. In a timely manner, report any changes in the role of the on-site technical
contact if the current person cannot successfully fulfill the role.
3.0.6.B Report verified product/solution failures to the Ricoh Solutions Support Help
Desk, providing technical support with a detailed description of the steps
necessary to reproduce the reported problem.
3.0.6.C Help the Solutions Support Help Desk properly classify the priority of the reported
issue by determining the scope, severity and impact of the issue/service outage.
3.0.6.D Resolve in a timely fashion all identified controller/hardware related issues
(firmware updates, HDD replacement etc.), solutions, software updates and
patches that the (on-site technical contact) has the capacity to resolve. If the on-
site technical contact cannot successfully fulfill this obligation, then the on-site
technical contact must engage another field resource with applicable knowledge
and/or experience to complete this task and notify the Solutions Support Help
Desk of the change. If the caller is an “End User” customer then a certified Ricoh
or Dealer service specialist will be dispatched according to the maintenance
agreement set forth between the customer and Ricoh (or servicing Dealer
company).
3.0.6.E Provide all information deemed to be necessary by the Solutions Support Help
Desk within a reasonable amount of time after requesting support and receiving a
service request number.

Note: If all information is not provided at the time service request is placed, an ETA
should be given to keep the case open so it can be entered into the notes of the
service request. Otherwise the service request will be closed or placed in
Pending – Field Action status while awaiting further information, depending on
the situation.

3.0.6.F Assist the Solutions Support Help Desk in applying the supplied resolution to the
reported problem, by being available to be on-site at the customer’s location if
needed and to help troubleshoot, reproduce and resolve the reported problem.

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3.0.7 Technical Information

In order to provide exceptional customer service experiences, the Solutions Support Help
Desk may require, but is not limited to, some or all of the following information when an
issue has been reported.

Note: The best possible resolution times can be impacted if the requested information
is not delivered to the Solutions Support Help Desk in a timely manner. Some information
such as device logs and packet captures may be required to be collected simultaneously
for accurate analysis. Ricoh device logs will require a trained Ricoh or Dealer service
specialist for collection.

Examples of Technical Information

3.0.7.A Sample print/scan files including native file as well as .ps, .pdf or .pcl files.

3.0.7.B Input or output materials (printed hard copy if necessary).

3.0.7.C Other computer files deemed necessary by Ricoh for problem resolution.

3.0.7.D A chronology of the incident, including on-site visits.

3.0.7.E The serial # of the effected device(s) in question, CD Keys, Activation or

Registration numbers or other items that may uniquely identify the solutions or
products.

3.0.7.F Software applications in use at the time of the failure with associated software
version numbers, patch levels etc.
3.0.7.G The name, description, and release number of other software that was resident
in the controller or server at the time of the suspected incident for any non-Ricoh
controllers.
o Fiery, Plotbase etc.
3.0.7.H Configuration of the Ricoh devices/PC’s on which the error is occurring.
o MFP Config Page and SMC Report.
o Client PC setup, Event Logs, Packet Captures, Topology, IP
Addressing, Local and Remote Network Segments, WAN/LAN
Optimizers and Accelerators etc.

3.0.7.I Description of recent changes that have occurred to the hardware and software
on the Ricoh device, server or solution where the incident is suspected to have
occurred.
(This list is a reference only, more information may be required for your situation)

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3.0.8 Response, Escalation and Resolution Objectives

The Help Desk will exercise every effort to meet or surpass the following average response
and resolution objectives provided in “Table 2 – Response and Resolution Objectives”.
Table 2 - Response and Resolution Objectives

Team Average Speed of Answer First Call Resolution %

Level II 60 seconds or less 85% or higher

Note: In the majority of cases (85%-90%), the customer will obtain a resolution on the
first call to the Solutions Support Help Desk.

Important! Please note that these numbers will fluctuate depending on call volume /
case load, solution complexity and other conditions and does not imply or represent a
guarantee of response and resolution times.

The responsiveness and accuracy of the required information (sections 3.0.6 and 3.0.7)
provided by the on-site technical contact can and will have an impact on response and
resolution times.

3.0.8.1 Response Definition

A response from the Ricoh Solutions Support Help Desk is defined as a notification, contact
or attempted contact through email, telephone/voice mail, or other electronic means of
delivery indicating the Help Desk has received the required information from the on-site
technical contact or caller on the reported issue, and we are actively investigating.

A Ricoh response does not release the caller from the obligation to provide such further
and additional information about the reported issue, as troubleshooting progresses forward
until resolution.

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3.0.8.2 Resolution

Once the reported issue has been confirmed, Ricoh will attempt to remedy the issue in
accordance with an appropriate resolution. Resolution of a reported issue occurs when
Ricoh’s response or fix has been accepted by on-site technical contact / caller, subject to
the requirements of section 3.0.8.3 below.

Examples of reported issue resolutions may include but are not limited to a downloadable
file, a new version of a solution, recommend configuration change, re-installation or an
otherwise acceptable workaround.

Resolution may also result where the reported issue is determined to be within
specification, no commercially reasonable solution exists, or the reported issue will be
addressed in an update or subsequent release of the product or solution. The caller
acknowledges that Resolution Time is difficult if not impossible to predict and the caller
shall work in good faith with the Solutions Support Help Desk to achieve the best possible
resolution times.

3.0.8.3 Expectations for Closure - On-site Technical Contact / Caller

When deciding whether to accept or reject any proposed solution to a reported issue, the
on-site technical contact / caller must not unreasonably delay, condition or withhold
acceptance. The Solutions Support Help Desk shall be entitled to establish for any
reported issue, a reasonable time within which the on-site technical contact / caller must
provide acceptance or rejection of a proposed resolution.

Failure of the on-site technical contact / caller to respond within such time, shall be
considered the on-site technical contact / caller’s acceptance of the proposed resolution;
and the Solutions Support Help Desk will close the reported issue as resolved.

Note: After the Solutions Support Help Desk provides a resolution to the on-site technical
contact, the case will be closed/resolved if the issue is resolved to the satisfaction of the
person that reported the issue. If we cannot establish communication with the contact after
providing a downloadable file, a new version of a solution, patch, update, upgrade, or an
acceptable workaround that is determined by the Solutions Support Help Desk to be the
resolution, subsequent attempts to make contact will be made and recorded in the case.

If additional unsuccessful attempts at making contact occur, the case will be

closed/resolved and/or escalated via the management structure of field service. The
support request can be re-opened at anytime to allow for further updates and/or
troubleshooting of the reported issue. Issues are not allowed to remain open indefinitely in
the call tracking system.

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3.0.8.4 Support Escalations

Once the Solutions Support Help Desk Analyst has exhausted all known resources to
resolve the issue on the first call with no success, the issue will escalate to the Help Desk
Engineer or 3rd Party Vendor responsible for that product or solution. The support and
escalation process is defined below in section 5.0 Support Request and Escalation
Process.

During the escalation process, the guidelines and expectations for the on-site technical
contact / caller remain the same for collecting information and assisting with implementing
the proposed solution. Failure to follow the support and escalation procedures may delay
or prevent resolution of any reported issue. The Solutions Support Help Desk cannot
assume liability for any failure by the on-site technical contact / caller to follow the support
and escalation procedures, recommendations or reasonable expectations outlined in this
document.

3.0.8.5 Escalation Acceptance

Escalation Acceptance occurs when the reported issue has not been resolved and the
Solutions Support Help Desk escalates the reported issue.

Note: The response time will fluctuate depending on call volume / case load, solution
complexity and other conditions, and does not imply or represent a guarantee of response
or resolution times. The Solutions Help Desk is not responsible for escalation response
times or accuracy of the proposed resolution. Once an escalation takes place the
person(s) accepting the escalation will be responsible for resolution and communication as
it relates to the escalation.

Important! Additional information may be requested at this point to clarify the

reported issue and further intensify the troubleshooting efforts. After unsuccessful attempts
for an update from the contact/caller, the engineer will close the case or escalate the issue
to the management team of the on-site technical contact for issue reassignment or
assistance.

The case may be temporarily closed until communication is re-established with the
contact/caller.

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3.0.8.6 Escalation Response is defined as the response from the Engineering team to
the on-site technical contact / caller about the escalated issue. (This is not a
guarantee of resolution)

3.0.8.7 Communication and Status Update Objectives

Table 3 - Communication Objectives

Status Priority 1-High Priority 2-Medium Priority 3-Low

Pending Cases Daily Updates Twice Weekly Updates As Needed

(or resolution ETA) (or resolution ETA) (or resolution ETA)

Best efforts will always be made to follow these objectives. After the reported issue has
been escalated to an internal development team or a 3rd Party vendor, the Solutions
Support Help Desk will facilitate the proposed solution back to the on-site technical contact
from that vendor. Some cases may require direct Engineering communication and/or case
ownership.

Note: The efforts of the on-site technical contact to collect and communicate back to
the Engineering team on any additionally requested information may impact the time to
resolution.

Important! Any issue initiated by a customer that involves escalation, requires a

current support contract, or a field service professional will be dispatched and will
determine the billing rate for the customer. Ricoh or Dealer field service professionals and
authorized service personnel are not support contract entitled, and will receive full support
including escalation support.

Note: The “Escalation Intake Guide” documents the escalation path of reported
issues (from initiation to resolution) for all products within the Ricoh portfolio. The
Escalation Intake Guide is an invaluable resource for Technicians and all support staff to
understand the process of escalating an issue.

This Document available on E-Source at http://rfg-esource.ricoh-

usa.com/oracle/groups/public/documents/communication/rfg057276.pdf

Important! While some excerpts of this document may be extracted and shared with
external customers (especially when obtaining needed resources), any procedure or
process referencing Service Mode on our devices is not to be distributed externally.

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4.0 Support Request and Escalation Process

Note: This flowchart is to be used as a reference only; this information is subject to change
with little or no forward notice.

Note: The “Engineering” lane also includes 3rd Party Vendors as needed for escalation.

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5.0 Contact Information

5.0.1 How to contact us?

This team delivers support through the following channels.

Web: http://www.ricoh-usa.com/support/knowledgebase.asp

Email: SOLUTIONS@RICOH-USA.COM (Solutions Help Desk/ Post-Sale)

Toll Free:




5.0.2 What are our hours of operation?

 Commercial Support : 5 x 12 (5 Days by 12 Hours) M-F 8AM-8PM (08:00 – 20:00)

 After Hours Support : 7 x 24 (7 Days by 24 Hours) * conditions apply
* Pre-approved Global/Major/National accounts only
* After Hours Support is a separate and billable service
* Engineering / Escalation not available after hours
* Support available on specific products only
* Contact Program Manager for list (list may change without prior notice)

Note: The Solutions Support Help Desk observes all Ricoh Americas Corporation
holidays. Commercial Support standard business hours are defined as 8:00 AM through
8:00 PM Eastern, Monday through Friday, excluding all Ricoh Americas Corporation
holidays.

5.0.3 Is your Solution supported?

It is in the best interest of the customer that the local servicing district/entity actively
maintains the customer’s serviceability by ensuring that the customer has the latest version
of the solution and an active service and maintenance contract.

It is important to understand that as new solutions are developed and launched, the
Solutions Support Help Desk will only be able to officially support the “Current Version” and
one revision prior to the current version.

Example: If the current supported version is Widget 3.0 and the last version was Widget
2.0, then both Widget 3.0 and 2.0 would be supported but not Widget 1.0.
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For more infor mation regarding the Solutions Help Desk, Co mmercial or
Global Account support or 7 x 24 pre-approval process please contact …

Tarsha Clemons
Sr. Manager, Technology Support Services Center
Email : Tarsha.Clemons@Ricoh-USA.com
Phone : 770.723.4420 (M – F / 8 – 5 Eastern)

Lorin McCollough
Manager, Solutions Support Help Desk
Email : Lorin.Mccollough@Ricoh-USA.com
Phone : 770.723.4410 (M – F / 8 – 5 Eastern)

Linda Agro
Program Manager, Global / Major / National Account Support
Email : Linda.Agro@Ricoh-USA.com
Phone : 770.723.4350 (M – F / 8 – 5 Eastern)

Ricoh Americas Corporation

Technology Support Service Center
Solutions Support Help Desk

4667 North Royal Atlanta Drive

Tucker, GA 30044 USA

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Ricoh Americas Corporation - Field Service Release Last Revision: June 16, 2015
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