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Maintenance services

Ricoh Maintenance Services

Get the most from your Ricoh products with our maintenance services, which include best practices, trained and certified technicians, and fast response times.

Protect your investments and maximize uptime

The better you maintain your devices, the better they'll perform and the longer they'll last. One of the best ways to protect your investment in Ricoh products is with our 500+ technicians.
 
After you submit a service request, you can expect a call back within an hour. Whether your contract calls for 5x8 (five days a week, 8 hours a day) or 7x24 (seven days a week, 24 hours a day), the standard average onsite response time is 4 hours.
 
And, logistics for submitting service requests and meter reads and handling other tasks are easy for your business with options like RICOH @Remote monitoring and MyRicoh online support.
Woman working at a call center

Schedule Services

Save time by scheduling and tracking service requests online with a MyRicoh account, which takes only seconds to set up.
Schedule Service

Count on our experienced, certified team

Support can be complicated because every company operates differently and no device is an island. But speed and accuracy are vital. We get it. Here's why you want our technicians on the job:

  • Best-in-class service. Ricoh technicians are one of the best in the business and their training is based on putting you first. Our technicians follow Ricoh’s Field Activated Customer Experience (FACE) Charter which requires them to take ownership and responsibility of the issues faced by your business.
  • Commitment to exceptional customer service. Our Service Excellence program awards top-performing techs based on metrics such as response time, ability to solve customer issues, and how well they have exemplified Ricoh’s face value.
  • Rigorous training and certification on devices, security and networks. All technicians hold a variety of certifications, including A+, Network+ and Security+ certifications, depending on their job title and skill set. Some also hold additional certifications like CASP and MCSE/CCNA. And we comply with industry standards like CompTIA.
  • Best practices. From service request to problem resolution, we follow clearly defined processes. You get consistent service delivery ― with no surprises.
  • Escalation process. We're all in when it comes to solving tough issues. Our field technicians are backed up by our product developers, who can reach out to our experts in Japan if needed. For Ricoh Production Print, our escalation process includes top management in North American and is backed by our product experts.
  • Vast knowledge base. Our technicians share information and insights so they can get your business up and running as quickly as possible.

Take maintenance off your "worry list"

You can focus on your business because we focus on our products ― all of them, from projectors and whiteboards to multifunction, wide format and production printers. No matter the product you purchase or the terms of your contract, you can rest assured your investment with Ricoh will be protected.

"Technicians are very courteous and professional - very impressive. Most important, the response time is great and the service is provided with a smile."

Customer in K-12

Arrange additional value support for your production equipment

While our response times are fast, you might prefer a faster option when it comes to preventive maintenance. After your operators complete our trained customer replacement units (TCRU) program, they can remove and replace certain parts in minutes instead of waiting for a technician to arrive. You can choose the best time to schedule your PM downtime and use parts that are stocked in an onsite kit. TCRU programs are available for certain color and black-and-white cutsheet production printers.

Think outside the box if you like

What's important to you is important to us, and that means keeping downtime down and uptime up. If our standard programs and services aren't quite right for you, let us know. We believe customer service is about you and what you need. We're happy to discuss custom maintenance and support services, such as after-hours / weekend support or other custom service-level agreements (SLAs).