ITS Support Maintenance Service Scope

Our support & maintenance cover Ricoh IT Infrastructure, Hybrid Workplace Solutions, IT Software, Licenses, and Subscriptions. This section outlines the specific coverage, inclusions, and exclusions of our support. 

1. Service Request Process

All support requests must be formally logged through the official Ricoh support channels below:

• Telephone: 1-300-88-8228
• Email: [email protected]

Important Notes:

• Direct communication with engineers via personal messaging platforms (e.g. WhatsApp) is not considered a valid support request.
• Requests submitted via SMS or messaging platforms (WhatsApp, WeChat, LINE, Messenger, etc.) will not be accepted.
• Only requests logged through official channels will be recognized for service-level commitments.

2. Scope of Services

Ricoh will provide support and maintenance services for products and solutions purchased from Ricoh, subject to an active support maintenance contract. Coverage may include, but is not limited to:

• IT Services & Infrastructure
• Hybrid Workplace Solutions
• IT Software, Licenses, and Subscriptions

Support coverage is strictly limited to purchased service entitlement only.

3. Support Coverage & Service Hours

Ricoh offers multiple service coverage options with defined response times and optional preventive maintenance. Details are subject to the support maintenance service subscribed by customer.

Support Features (Applicable to All Coverage Types)

• Phone & Email Support: Unlimited support during the subscription period
• Remote Support: Initial troubleshooting will be performed remotely
• Onsite Support: Triggered when the issue cannot be resolved remotely

Onsite Engineer Dispatch Timeline:

Note : Each onsite visit is limited to a maximum of eight (8) hours only.

4. Support Service Inclusions

a) Firmware Upgrade: Limited to bug fixes confirmed by the product’s Principal.

b) Return Merchandise Authorization (RMA):

• Equipment must be under valid warranty or subscription at the time of request.
• Faulty units must be returned upon RMA issuance.
• Replacement logistics are coordinated by the supplier after confirmation of hardware failure.

c) Corrective Maintenance

Corrective actions are limited to restoring services based on the existing configuration. This does not include system changes, enhancements, or reconfiguration.

d) Advanced Hardware Replacement (AHR):
(Applicable only to customers subscribed to AHR Services)
Refers to the average time required to prepare and deliver replacement hardware after confirmation of a hardware fault by the support team.

e) Next Business Day (NBD) for AHR:
(Applicable only to customers subscribed to AHR Services)
For customers under 8x5xNBD coverage, the NBD cutoff time is 5:15 p.m. local time.
All hardware replacements will be performed upon confirmation of hardware failure by the support team.

5) Preventive Maintenance

(Applicable only to customers subscribed to Preventive Maintenance Services)
Includes:

• Operating system patches and Windows updates
• Hardware and software health checks
• Identification of critical errors or potential failures
• Monitoring of systems approaching End of Support (EOS) or End of Life (EOL) status

Onsite Visits – Each onsite visit is up to 8 hours only.

5. Exclusions

The following items are not covered under Ricoh Support Maintenance Services:

• New configurations, new requirements, or changes to existing configurations
• Out-of-warranty hardware or expired software, licenses, or subscriptions
• Ad-hoc standby support (onsite or remote)
• Support for third-party devices, systems, or software not supplied by Ricoh (Malaysia) Sdn. Bhd.
• Issues caused by changes or modifications made by non-Ricoh parties
• Onsite or offsite migration services
• Data center or hardware relocation
• Validation or certification of new configurations not implemented by Ricoh engineers
• On-demand or ad-hoc training sessions
• Corrective maintenance resulting from non-Ricoh implemented changes

All exclusions above are classified as Professional Services and will be chargeable based on the applicable man-day rate. Customers may contact their assigned Account Manager for consultation and a formal quotation.

6. Customer Responsibilities

Customers are required to provide the following information when logging a support service request with Ricoh

• Providing customers’ company name, PIC and contact number.
• Providing brand of devices and device’s serial number, or software details.
• Providing accurate issue details, logs, and access 
• Ensuring remote access availability when required 
• Failure to comply may affect service delivery.