FAQs

It is people who make a difference to our customers; they drive our business forward, look after our customers and are responsible for our success.

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.

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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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 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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How do you ensure consistency across global sites?

Our team works closely with your business to develop a unified technology infrastructure that aligns with your specific requirements. By implementing standardised systems, applications, and processes across all sites, your business will benefit from seamless collaboration, data exchange, and streamlined workflows.

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 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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What about the complexity of managing multiple vendors?

With ITDS Global, you can eliminate the complexities associated with managing multiple vendors. We offer a comprehensive suite of services covering all aspects of office technology procurement, including hardware and software sourcing, installation, configuration, and ongoing support. By relying on a single provider, you can streamline your procurement processes, reduce administrative overheads, and experience consistent service quality across all your global sites.

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.

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 support levels can I expect?

Our dedicated team of technology specialists is available 24/7 through our helpdesk to address any technical issues or concerns promptly. We offer proactive monitoring, regular maintenance, and on-demand support to ensure that your technology infrastructure runs smoothly across all sites. Additionally, we provide user training and assistance to empower your employees and enhance their productivity.

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 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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How do managed services help in controlling costs?

By consolidating your technology procurement under one provider you can achieve sustainable savings. As a leading, independent technology provider, we work with the very best partners in the industry to provide solutions that leverage economies of scale to deliver competitive pricing. Additionally, our expertise in optimising IT infrastructure and identifying cost-saving opportunities enables us to help you control expenses, whilst maximising the return on your IT investment.

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.

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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How can you accommodate the growth of my business?

All our solutions are designed to be scalable and flexible, accommodating the growth and changing needs of your business. As your organisation expands into new markets or adds new sites, we can seamlessly integrate and adapt your technology infrastructure accordingly. Whether it's scaling up your hardware and software resources, implementing new applications, or reconfiguring your network, our solutions are agile and capable of supporting your evolving business requirements.

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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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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What are global managed services?

ITDS Global are a managed services provider, becoming the central procurement partner for global and multi-site businesses. Adopting a managed services model offers benefits such as streamlined procurement, global consistency, cost savings, simplified support, scalability, and flexibility. By choosing a global managed services provider you can simplify your IT operations, enhance productivity, and drive business growth.

What is secure print?

All print jobs are sent via a universal print driver and then the documents are retrieved in person at the selected device, users can authenticate themselves via a PIN code or proximity card and the prints are released. Any jobs that are not claimed after a specified period simply get deleted from the print log, avoiding any unnecessary print waste.

What is a print roaming service?

The secure print release also solves the problem of finding the closest printer from a long list of available devices. It’s a roaming print service that allows print jobs to find users based on their physical location. You may have heard it referred to as “Pull Printing” or “Push Printing”. It’s a great solution for large sites operating a common printer fleet.

Why is print security important?

Recent news coverage regarding data breaches from several high-profile brands demonstrates how easily data can fall into the wrong hands if not properly protected. We advise and provide the latest solutions to protect your documents, ensuring they remain in safe hands.

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.

What are the implications of data breaches?

EU data legislation stipulates that businesses could be liable for a fine of up to £500,000 if found to be breaching data protection laws and not adequately protecting the company and customer data.

We are no longer part of the EU, so do the legislations apply?

Unfortunately, at this current time yes they do. If your business operates within European markets, then these legislations still apply.

How does the remote monitoring work?

Enjoy quick and simple installation with Lifecycle Manager. The software sits unobtrusively in the background gathering all vital information. It works across most environments, supporting any number of devices and manufacturer brands, even mixed brand deployments.

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 do I supply meter readings?

Meter readings are automatically pulled from all the devices on the network, so in-house productivity can be improved and ensures accurate billing based on what you actually print. With this automation in-house productivity, especially across larger sites will soar.

How does the system raise a ticket?

The intuitive system identifies problems on the network and automatically creates a ticket within the helpdesk system, enabling the professional services team to deal with any issues promptly. This could be a critical error on a device, a device offline or a device flagging that it’s out of toner for example.

What if an issue can’t be fixed remotely?

Any issues that are identified will initially be addressed remotely, which solves 95% of issues, and any on-site visits are promptly scheduled to allocate an engineer, if required.

What else can remote monitoring help with?

Utilising the device information and forming a strategy around device consolidation of the fleet, will optimise your office printing with the deployment of the right devices in the right location, always ensuring they are fit for purpose. The proactive monitoring of the fleet ensures devices are redeployed according to any internal changes, so the print fleet adapts to the changing business environment.

What is Mailmark?

Royal Mail has announced some upcoming changes to the way mail will be franked and will be transitioning to using barcode technology.

In 2014 Royal Mail introduced Mailmark franking, replacing the traditional crown and town with a machine-readable, state-of-the-art 2D barcode. Royal Mail will soon be removing the option to use standard machines, and Mailmark machines will become the exclusive offering for franking.

What does decertification mean?

All Royal Mail products are migrating to utilise barcode technology. Franking has moved to Mailmark, a form of a 2D barcode, which is the most efficient and accurate way of processing mail.

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Why is Royal Mail decertifying standard franking machines?

From 1st January 2023 customers will no longer be allowed to use their standard franking machines to send mail. ITDS can help to choose the best replacement for standard franking machines.

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When do the changes come into force?

From 1 January 2023, therefore it’s important to have a Mailmark-certified solution in place by this date.

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I use a Mailmark machine so why has Royal Mail sent me the decertification letter?

Royal Mail has written to every customer in its database that has a current licence for a standard franking machine. Some customers may hold licences for both Mailmark and standard franking machines and will have received the decertification letter about their standard franking machine.

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What will happen if I use my standard franking machine after 1st January 2023?

In the period leading up to 1st January 2023, you will no longer be able to add credit to your standard franking machine. Royal Mail has yet to release the date for when customers will no longer be able to add credit to their standard franking machine. After 1st January 2023, Royal Mail will only accept mail that has been produced by a Mailmark franking machine and any franked mail that doesn’t contain a Mailmark barcode will be returned to the sender.

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What is Hybrid Mail?

In the simplest form, mail can be consolidated across the organisation and routed to high-volume print devices or a dedicated print room to be printed, sorted and mailed via an onsite department or a third party. The mail can then be printed, fulfilled and mailed with full tracking throughout the entire process.

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What are the drawbacks?

There aren’t any! Securely send letters and digital documents for physical print, production, and mailing via a pre-installed print driver, a dedicated file folder, or a web portal.

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How does hybrid mail work?

The process is straightforward. Once your provider has set up hybrid mail for your business you then need simply:

Create your document in the desired format
Select to print your document as normal, but select the specified printer
Choose the desired output e.g. letterhead or specific paper type
Choose how to distribute the document e.g. by email or by post

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What are the benefits of Managed IT Services?

The benefits of a managed IT system are far-reaching. It allows your business's critical infrastructure and services to run consistently and contributes to reducing your technology costs. You are more protected from cyber-attacks, which reduces downtime of your key business systems.

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.

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.

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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What are the benefits of IT Managed Services?

It allows your systems to run seamlessly in the background business and contributes to reducing your technology costs. You are more protected from cyber-attacks, which reduces business downtime over a financial year.

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What is Cybersecurity?

Cyber security is how individuals and organisations reduce the risk of cyber attacks.

Cyber security's core function is to protect the devices we all use (smartphones, laptops, tablets and computers), and the services we access - both online and at work - from theft or damage.

It's also about preventing unauthorised access to the vast amounts of personal information we store on these devices, and online.

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What does cybersecurity do?

Cybersecurity protects computer networks from cyberattacks and unauthorised access. It's about anticipating and defending against cyber threats, and responding to security breaches when they do happen.

What is phishing?

Phishing is a common ploy for hackers, whereby messages are created to capture an employee or an organisation’s sensitive data. If your employees unintentionally fall victim to phishing scams they can exploit the organisation’s network through malware and viruses over internet connections.

What is malware?

Malware (short for “malicious software”) is a file or code, typically delivered over a network, that infects, explores, steals or conducts virtually any behaviour an attacker wants. And because malware comes in so many variants, there are numerous methods to infect computer systems.

How to prevent malware attacks

If you need to download something, you should use an antivirus program to scan that download for malware before opening it. Antivirus software also allows you to scan your entire computer for malware. It's a good idea to run regular scans of your computer to catch malware early and prevent it from spreading.

What is ransomware?

Ransomware is a type of malware that prevents or limits users from accessing their system, either by locking the system's screen or by locking the users' files until a ransom is paid.

Benefits of using an MPS provider?

An experienced MPS provider will accurately track and analyse printing behaviours within your organisation to advise on the best solution that fits your business. A one-size-fits-all approach is all too often ineffective and counterproductive, as companies have widely varying needs for accessing printers and, even within the same company, it is quite usual for print workloads to differ greatly across departments.

What is a Managed Print Service?

A managed print service is typically a 3-5 year contract depending upon your requirements, you pay a monthly fee which includes your hardware, software, consumables, management and support, allowing for easy budgeting and greater control over your assets. A managed print service will help you control costs, increase sales revenue and streamline business processes to become a more efficient and productive business.

How will an MPS be charged?

The beauty of MPS is that your billing becomes simplified. You will have one fixed monthly fee over the lifetime of your contract which covers your equipment, servicing, and toner, ensuring easy budgeting and no surprises.

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Can you manage our current print devices?

Wherever possible, it’s our philosophy to review current equipment and reuse suitable technology wherever possible to offer the best value solution to its clients. This is particularly important if there are specific legacy devices are still required.

How do you optimise the print environment?

The implementation of a solution is just the start of the process. All our MPS are installed with Lifecycle Manager, a revolutionary remote monitoring system that keeps your business operational, ensuring that your print fleet is proactively monitored and supported 24 x 7. Any issues are quickly identified and addressed. It also tracks and monitors print usage across each device on the network to ensure the right devices are located in the right areas and can be redeployed accordingly.

What is an MPS assessment and how long does it take?

We provide a free, no-obligation print assessment. One of the specialists will review your current printing costs and provide a detailed report on where potential

savings could be made.

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Can I lease or rent a franking machine instead of purchasing one?

Yes there is the option to lease or rent franking machines. Leasing can be a cost-effective solution for businesses that prefer not to make a large upfront investment.

What is serverless printing, and how does it differ from traditional print server setups?

Serverless printing eliminates the need for print servers, allowing direct communication between devices and printers. Unlike traditional setups, it simplifies print management, reduces infrastructure complexity, and enhances security.

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Is PrinterLogic compatible with various printer brands and models?

Yes, PrinterLogic is designed to work seamlessly with a wide range of printer brands and models, making it highly versatile for businesses with diverse printing needs. Plus there are no costly device upgrades.

How does PrinterLogic enhance security compared to traditional print servers?

PrinterLogic reduces your attack surface by eliminating print servers, and minimising potential vulnerabilities. It also offers robust security features to safeguard your data and prevent unauthorised access.

Is PrinterLogic suitable for small and medium-sized enterprises (SMEs)?

Yes, PrinterLogic is an ideal solution for SMEs. Its scalability, affordability, and ease of use make it a valuable asset for businesses of all sizes.

How easy is it to implement PrinterLogic in our existing IT infrastructure?

Implementing PrinterLogic is straightforward. Our team will assist you every step of the way, and you'll appreciate the simplified management and rapid deployment.

Can we centrally manage our printing environment with PrinterLogic?

Yes, PrinterLogic offers centrally managed direct IP printing, giving you complete control and visibility over your printing infrastructure for efficient management.

What support and resources are available?

We provide comprehensive customer support and resources for all PrinterLogic deployments, including on-site training, training materials, and a dedicated support team to ensure a smooth and successful experience with your new solution.

Can PrinterLogic help reduce our IT support tickets?

Absolutely. PrinterLogic has been shown to reduce support tickets by up to 90%. It streamlines print management, reducing common printing issues and freeing up your IT team's valuable time to focus on other key areas.