Remote services and support

Fixing issues quickly and securely

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Keeping your business productive at all times


When someone goes to print or scan a document, they don’t want to be faced with a device they can’t use. Whether the toner has run out or a fault has developed, the result is the same: device downtime that leads to lost productivity and user frustration. Same for your IT infrastructure: it needs to run silently in the background, without causing any disruption.

We can use our remote services and support capabilities to guide a user or member of your IT team through the resolution process on the spot. And if it turns out that a field engineer’s visit is needed at our customer's site, we can gather information about the issue in advance to make the visit as efficient as possible, and get you back up and running as quickly as we can.
 

Benefits of remote services and support



Maximised uptime and productivity

We collect data that enable us to analyse and solve device issues quickly (often within minutes) — so you don’t have to wait for an engineer to come on-site. Increased device uptime helps your people get more done and reduces user frustration.


More effective on-site visit

Some problems may still require a site visit by one of our engineers — for example, if a part needs replacing. We help to make those visits as efficient and effective as possible, by providing our engineers with comprehensive, accurate data about the problem in advance.


Reduced workload for your IT team

We release your IT team from routine related activities like configuration management, ordering consumables and applying security updates. So they can focus on workplace development and innovation rather than time-consuming everyday tasks.


Systems that are always up to date

Through remote services and support software we can update your system with latest firmware and security features. So you can be confident it's always optimised for functionality and security.


Increased sustainability

By supporting you remotely, we can significantly reduce the number of on-site service visits — cutting down on travel and lowering CO2 emissions. This helps to achieve a healthier and more sustainable environment, and contributes to sustainability goals.

Real-time assistance with real-time access

With a wealth of tools and software to hand, we have the right capabilities to solve a wide range of technical issues in real-time, with real-time remote access:

  • Remote deployment
  • Maintenance
  • Monitoring and health check
  • Security management
  • Remote backup and restore
  • Reporting and notifications
  • Administration
  • Support and guidance
  • Remote access to education resources

 

1. How do you ensure secure connection to my system?

Our tools enable secure remote access to your system, so you can be confident that all your data and all communications between us stay safe and secure. End-to-end encryption protects all the data processed within our remote services and support portfolio, whilst all data is processed in line with GDPR requirements. What's more, Konica Minolta Business Solutions Europe has obtained ISO 27001 certification for its Information Security Management System (ISMS). This standard verifies that we meet the highest level of information security within our organisation.

2. Is my data protected?

We back up critical MFP data so that it can be quickly restored in the event of an issue or outage, e.g. through system configuration backup, periodic system configuration restore and data backup.

3. Are you using Remote Visual Support?

Yes. When we need to see what you’re seeing from the outside, we use AIRe Link — our browser-based remote support solution. We send an invitation by email or SMS for you to join an AIRe Link session on your smartphone or tablet. You simply click on the link to allow us to use your smart device’s camera to set up a virtual workspace and see what you’re seeing. We can then guide you through issue resolution, helping you get your MFP back up and running as quickly as possible, and avoiding the need to send an engineer.

The support you want, the confidence you expect: Our award-winning approach

Konica Minolta was awarded the Buyers Lab (BLI) 2023-2024 Pacesetter Award in Remote Service for the Western European market from Keypoint Intelligence. Based on research, this award recognises Konica Minolta as having the leading remote service offering. In its summary of the award, Keypoint Intelligence highlighted Konica Minolta's "strong vision and innovative offerings that enable companies to solve technical issues remotely with ease, supporting hybrid workforces." Konica Minolta’s easy-to-optimise and comprehensive tools would “ensure devices get the kind of service that is needed for any given issues that arise” and to serve customers “quickly without the need for much administrative work”.

What's more, Keypoint Intelligence recognised Konica Minolta's remote visual support tool AIRe Link as an ‘Outstanding Remote Support Tool’ in its BLI 2022 Software Pick Award season.

 

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Further reading

Remote Support

System downtime driving you crazy? Learn how remote services and support can help your business

We know that each organisation is unique, which is why every engagement starts with a conversation. We're ready to listen, so contact us today.