Managed Print Services

Frequently Asked Questions

• What do I do if receive a call from Sharp claiming I need to purchase toner?

  Be aware that scammers are out there and they will go to great lenghts to make you purchase toner over the phone claiming they are a Sharp representative.

  Sharp has an automatic toner replacement program and they will never contact you to replace toner if the device is under the program. In any case, Sharp would expect a phone call to them from you if there are issues with the delivery of toner to your device.

  Take a moment to read the following information posted on the procurement site regarding Toner Scams.

  https://www.sandiego.edu/procurement/resources/alert.php

  You are more than welcome to contact Sharp @ 1-877-686-5277 to confirm as needed. Again, Sharp will not call you to have you purchase toner over the phone.

• Who do I call for support?

  Sharp Business Systems is your first point of contact when it comes to hardware malfunction, toner issues or anything related to a Sharp serviced device. You will have to provide the ID listed on the Sharp sticker in front of your MFP device.

  Sharp will confirm and send a technician out as needed. Sharp will also escalate to the Helpdesk if the issue at hand is not related to the device itself and could be related to your computer device.

  The Helpdesk will redirect you to contact Sharp if the issue is related to hardware. Some examples include:

  • Paper Jams
  • Error codes on the device
  • Power problems
  • Low Toner display on device
  • Scanning issues
  • Fax issues
• How do I order Paper or Toner?

  Instructions to order toner or other print supplies (no paper)  from Sharp Business Systems:

  1. Call the service/supply phone number listed on the Sharp ID tag, which is 877-686-5277
  2. Provide the Sharp customer service representative with the Equipment ID# associated with the device
  3. Request the required supply item, i.e. toner cartridge(s), toner waste bottle or staples
  4. Verify the location of the device and preferred shipping recipient
  5. Provide call back number and email address to provide status updates

  To order paper, please contact the University Copy or you may continue to purchase paper via Office Depot.

• What information is needed by Sharp when calling for support?

  Every device serviced by our Sharp partners has a Sharp sticker in the front of the device. Each device is identified by an ID number. All stickers have a phone number you can call to request service. A technician can be dispatched same day during business hours and may be able to service a device within 2 to 4 hours. 

  Please be ready to provide the following information to our service partners:

  • Device ID
  • Location of the device
  • Point of Contact for the device (normally department Chair or Executive Assistant)
  • Call back number
  • Email address to provide status updates
  • Clear description of the error or issue
• When can we start calling Sharp for support?

  Starting August 1, 2019, USD ITS will partner with Sharp Business Systems to provide campus wide Managed Print Services (MPS). Devices tagged with a Sharp sticker are eligible for support from Sharp

• How do we know if a printer is supported by Sharp?
  The device will have a Sharp sticker with an ID pasted in the front fascia. There will be a phone number and Device ID that needs to be provided to Sharp representatives when calling the Sharp support phone number.
• What happens if my printer can not be fixed?

  Sharp will make recommendations for repair, replacement or retirement of the device in question. 

  Please contact Sharp to start the process. 

• How is the cost per print measured?

  The industry standard used to calculate Cost Per Print or CPP is 5% of toner covering the page. Normally a full one sided text document is about 10% (no pictures).

  There is lots of misconception as to what is a double sided single page print job. On average a double sided single page text document is about 4 print jobs as an example.

• What if I have a device with Sharp sticker but Sharp is unable to provide a service?
  Sharp will contact our ITS Helpdesk and request support. The ITS Helpdesk will then dispatch a technician to troubleshoot issues with your printer. If you have a need to order toner and Sharp states that the device is not covered under the toner replacement program please contact procurement services to order toner.
• What if we have HP devices?

  After Dec 23, 2019, some of the HP devices/printers will become eligible for services under Sharp MPS program at USD. Most of these devices are Hewlett Packard (HP) branded devices and may have a Sharp sticker already placed as a proactive measure. During this time of transition we ask for your cooperation and patience as not all devices that have a Sharp sticker will be serviced by Sharp until December 23rd of 2019.

• How do I go about recycling toner cartridges?
  For HP genuine toner you may ship it back in the replacement container and attach the shipping label at no cost. You may also contact facilities to dispose of any other toner cartridges that need to be recycled.

   

  We are working on a process for Sharp toner. Please check back soon for more updates.

   
• Can I purchase generic toner from a third party?
  ITS does not recommend that you purchase generic toner not approved by Sharp or HP as it may damage and void warranties on your device.
  
  

  • For Sharp toner please call Sharp @ 1-877-686-5277 if you have not received toner and your device is running low.
  • For HP devices on MPS you may contact HP if you have not received your replacement toner and the device running low.
  • For HP toner on devices on the MPS (toner replacement) program please call 1-800-745-2025.
  • The Helpdesk can provide you with the MPS ID of your device.

  
  Please contact procurement to place an order for toner if your device is not covered by Sharp or HP Managed Print Services programs.

At any time unsure, please contact the Help Desk if you have concerns about this. The Help Desk will get you in contact with one of the managers on shift to answer your questions.