Support Centre

Have a question or query?

Our helpdesk team go through rigorous training and hold the latest manufacturer accreditations. We focus on several Key Performance Indicators to keep us ahead of the field:

Fast and effective call response times
High percentage first time fix
Guaranteed device uptime
Strict routine call procedure
Preventative maintenance
Genuine OEM supplies

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Need toner or supplies?

Never run short of genuine toners, staples or inks. Be ready for tomorrow’s essential jobs. We make sure you can order toners, inks and staples with fast delivery.

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Client performance charter

Our core business values are focused on providing a positive and hassle-free experience when choosing your technology partner. With this in mind, we set about documenting our ‘Customer Charter’, a promise to all of our customers of what they can expect when dealing with us.

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Frequently Asked Questions

Can a Cyber Essentials certification guarantee complete protection against cyber threats?

While a Cyber Essentials certification provides a high level of security, it cannot guarantee complete protection against all cyber threats. However, it does minimise the risk and provides peace of mind for businesses and their customers.

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Why is it important for businesses to partner with Cyber Essentials certified organisations?

It's important for businesses to partner with CyberEssentials-certified organisations because it helps to protect sensitive information and demonstrates a commitment to security, which is becoming increasingly important in today's digital world.

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What kind of security measures does a Cyber Essentials certified company have in place?

A Cyber Essentials-certified company has measures in place such as regular software updates, strong passwords, and regular backups of important data, among others.

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How does a company become Cyber Essentials certified?

To become Cyber Essentials certified, a company must undergo extensive assessments and checks to ensure they meet strict security standards set by the UK government.

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What are the benefits of working with a Cyber Essentials certified partner?

The benefits of working with a Cyber Essentials certified partner include increased customer trust and confidence, minimisation of data breach risks, and competitive advantage in the market.

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Why is Cyber Essentials certification important?

The Cyber Essentials certification is important because it minimises the risk of data breaches, and demonstrates a commitment to security.

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What is Cyber Essentials certification?

The Cyber Essentials is a certification awarded by the UK government that demonstrates that a company has taken the necessary measures to secure their systems and protect sensitive information.

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Can inserts be added?

Inserts can be added at the same time as your documents and they are then enclosed automatically as part of the process. This also helps keep costs down as well as leaflet stocks as they are printed on-demand.

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Can I use company letterhead?

The beauty of hybrid mail is that everything is printed in one go. As a result, you no longer require expensive pre-printed business stationery. Simply upload an electronic version of your stationery and select it as your page background, which keeps your brand consistent and costs down.

What types of documents can I print?

Hybrid mail solutions are incredibly flexible and you can send various types of documents, but typically it tends to be A4.

How can I print securely using a PIN code or card reader?

You can use secure print through the printer driver on your device. You can set a PIN code and release the print job securely at the machine for confidentiality, providing you have the software installed. Alternatively, you can download an app or use group-wide print management software. Please contact the helpdesk or your account manager to discuss your options.

How do I add an email address to scan documents?

You can reference all device manuals online by searching the manufacturer and device model online, alternatively, contact the ITDS Helpdesk or watch a YouTube video.

We have accidentally damaged the device, what should we do?

Please take pictures and contact the ITDS Helpdesk, we will do what’s required to get you up and running ASAP. Please don’t try and fix it yourself as you could do more damage and parts may be required.

Why am I unable to send a fax?

Firstly, please make sure you have a facsimile module on the device, and that it’s connected to an active telephone line. You can press the on-hook button and you should hear a dialling tone, if not, please contact your internal helpdesk or telephone service provider. They will determine if it’s the line, alternatively, if it’s a device issue, please contact the ITDS Helpdesk on the details above.

What should I do if there are black spots on the page?

In the first instance please use a glass cleaner and a paper towel to clean the glass on the top of your device. Please also clean the small length of glass on the left-hand side of the platen cover. If the problem persists, please arrange for an engineer to visit. This process would be the same with smudging or lines on the page.

What’s the difference between a mechanical fault and a network problem?

IT Document Solutions is responsible for your printer and making sure the printer is working. However, because the printer is connected to your network you may have issues with your infrastructure or connectivity. Our engineers are responsible for fixing the printer, and your IT Helpdesk or Managed Service provider is responsible for your network.

What should I do if my device has stopped working?

There are several things you can try in the first instance:

• Restart the device

• Check the paper trays for stock

• Make sure all wires are connected to the device

If the device is still not working, then please raise a support ticket on the portal.

Where can I find the serial number for the device?

The serial number will be displayed on the ITDS sticker on the front of the device. This also includes our contact details should you need to get in touch with the team.

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How is toner replenished?

The automated toner replenishment will provide consumables, just as they are needed. No more stockpiling multiple toners or unnecessary internal management. The system provides accurate forecasting and reduces toner waste across the business.

How can printers affect our network security?

MFDs are a central hub which captures, processes, routes and stores documents and vast amounts of information. The nature of these devices being internet ready, means that if they are not properly secured, they can provide a back door for hackers to enter the corporate network and do some real damage.

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0207 101 0096