www.novacopy.com
NovaCopy Customer Service Representative
To ensure you obtain the best service possible, you will receive
the personal attention of a dedicated Customer Service
Representative.
Your Customer Service Representative can assist you with
all of your needs, including:
O Placing a service call for on-site service
O Arranging for technical phone support
O Ordering supplies
O Explaining charges on your account
O Making necessary adjustments to your account
O Establishing or changing your service contract
O Resolving any other issue related to billing, orders
By telling us your machine ID, you can help expedite our
service to you.
or service
Equipment Lease Company Requirements
Follow these helpful hints to ensure your satisfaction with equipment
leasing services provided by NovaCopy.
1. Please review all insurance requirements to avoid insurance surcharges.
Call your insurance company and have them name the lease company as an
additional insured. For CIT, fax that certificate to 1.888.250.2300.
2. Make your payments by the due date. While NovaCopy routinely waives late charges on your
open account with NovaCopy, lease companies, including CIT and others used by NovaCopy,
expect payment of late charges.
3. Terminate your lease three months prior to expiration to avoid unwanted renewal periods.
Send your termination notice via certified mail.
NovaCopy will assist you in any way possible with your lease. Just let us know how we can help.
NovaCopy.biz
In addition to providing you with a dedicated Customer
Service Representative, we also provide NovaCopy.biz,
your customer account center and supply center. With
NovaCopy.biz, you no longer have to call in toner requests!
No more phone calls to request service!
All new customers will have their account created and will receive a welcome e-mail
and
-3-
Meter Read Reporting
NovaCopy is pleased to offer several convenient ways of reporting your
meters. You must report your meters on schedule, typically monthly, to
ensure accurate billing.
The most convenient option is via NovaCopy.biz. For other choices, we will send you a
fax with your meter reporting schedule reminding you to report your meters in the method of your
choice. Following are details on meter reporting options:
Meter Option 1
NovaRead Automatic Meter Reporting:
PrintFleet is a remote meter gathering & printer status monitoring software which is installed on just
one PC in your network and is provided free of charge by NovaCopy as part of your service
agreement. Loading the PrintFleet Agent is a fast, secure and simple process that takes just a few
minutes. After PrintFleet is loaded, we use our innovative NovaRead service to gather your meters
and post them to your service contract account with NovaCopy. This means you receive:
• Complete freedom from having to report meters again
• Elimination of phone calls, faxes and emails requesting meters
• Accurate billing with the risk of data entry errors eliminated
• Faster resolution of machine problems through our ability to receive error reports
instantly
• Helpful information on all printers which can aid you in monitoring their costs and
usage
PrintFleet software is safe and secure:
• Only printer and copier information (i.e. toner usage, service codes, page counts) is transmitted.
• No access to your computer system or network is created.
• PrintFleet collects information from your print devices using industry standard Simplified Network
Management Protocol (SNMP).
• PrintFleet does not collect any information on what is being printed by the printer itself or reveal any
other network information.
• Printer information is sent out of your network using strictly outbound HTTPS communication.
HTTPS is the robust internet protocol used for a variety of secure applications such as on-line banking.
-4-
Meter Option 2
Manual Entry into NovaCopy.biz:
Report your meters directly on our web site. You can obtain the machine meter by visual inspection
or through free software utilities for connected machines. After logging in, click the “Report Meters
link then fill the form out and click “submit.”
-5-
Meter Option 3
E-mail Pagescope Report:
Use your PC and PageScope NetCare to collect meters from multiple connected machines
of any brand (use this option only if you prefer to not install PrintFleet on your network for
NovaRead reporting).
1.
2.
3.
4.
You will need PageScope NetCare installed on one PC.
If you do not have this program on your PC, we will load it for you at no charge.
Launch NetCare and click on the Counter option. and you will see your meters.
Note you will see meters of other machines attached to your network, which you
may find helpful. If you have many machines, feel free to name them in NetCare
with the Machine ID from the NovaCopy label.
5. Once you have the meters displayed in NetCare, you can either:
a. Enter your meter readings yourself directly in our e-commerce system at
http://support.NovaCopy.net/
b. Copy and paste the meters to a new email message and send the email to
meters@novacopy.net. We will enter them for you in the same system
Meter Option 4
FAX Back:
Upon receipt of a fax reminder, simply handwrite your meter on the reminder and send it back to:
888-264-2985.
Ordering Supplies
1. Ordering from your customer care center on NovaCopy.biz is the easiest
way to order. Open your browser of choice and go to www.NovaCopy.biz.
Click on “My Account” or “Log in” in order to sign in to your personalized
account.
-6-
a.
Enter your email address and the password that was sent to you when your account
was set up. The ‘Account No’ field is not mandatory and you can leave this blank if you
are unsure of this.
b.
If you would like the site to automatically enter your email address the next time you
visit the site, then click the “Yes” option next to ‘Remember me.’ This option will not save
your password as we prefer that you enter this every time to keep your account totally
secure.
2. Click on “My Account” and you will immediately see your account menu displayed (which will
allow you to navigate through various options to manage the supplies for your contracted and
non-contracted printers as well as to purchase office supplies). You may:
a.
b.
c.
d.
e.
Click on ‘My Profile’ to edit all of your account information,
Click on ‘Update Password’ to edit your password and add a security question to your
log in details.
Click on ‘View My Order History’ to see your past orders. To see more than your past
five orders, please select the appropriate drop down choice.
Click on ‘Quotes Dash Board’ to view all open quotes awaiting finalization.
Click on ‘My Quoted Products’ to view and order all of your specially priced items that
you have finalized from your quotes as well as supplies included in your contract.
-7-
3. Click on “My Quoted Products” to see a list of all of the items within your account that we have
added for you. Enter the quantity of required items against the relative line items and select
“Checkout.” If the list of line items extends to multiple pages you should select the “Add To Cart”
option instead.
You can also enter a product’s SKU number or Equipment ID number in the search box to find a
specific item or only the items used in a specific machine. Remember: You will only be charged
for items that are non-contracted or office products. Items that are needed for a machine that is
under a service contract where your toner etc., is included will show at a price of $0.00.
-8-
4. “My Order” You will then be shown a screen that will display the entire order that was entered. If
this is correct select “Checkout,” if it is not, you can adjust quantities / delete items here or if
needed, go back to the account’s item list by selecting “My Quoted Products.”
5. “Payment Method” - Then, select a payment method of either “Credit Card” or “Open Account”.
Click in the ‘Circle’ next to which ever payment method you would like to use for the order and
click “Next.” ***If your company receives a monthly invoice from NovaCopy, choose
“Open Account” unless you really want to pay with a credit card.
-9-
6. “Order Review” - You will then be shown an ‘Order Review’ page where you can amend ‘Ship to’
and/or ‘Bill to’ addresses if necessary. You can also enter specific ‘Shipping Notes’ as well as
‘Billing Notes’ for the order. If you need to give a PO Number and you want it displayed on the out
side of the delivery package, please enter this in the ‘Shipping Notes’ field so that we can see
this clearly.
If the order subtotal is over $100.00 (i.e. $100.01) then shipping will be free for your order. If it is
$100.00 or below, then the shipping charge is determined by total item weight and the shipping zip
code. If the order subtotal is $100.00 or below and you would like overnight shipping, then click on
the “Change Shipping Option” and select the relevant option. The system will then add the
calculated amount for this service to the item subtotal.
*However, if the order subtotal is $100.01 and above, the store will designate the order as having
free shipping and not give the option to upgrade to overnight shipping. In this case you will need to
add a shipping note to notify us of this request and we shall add the appropriate charge to the
mailed invoice that is sent to you for payment. This added charge will not show on the ‘Order
Confirmation.’ When everything is correct in the order, select “Next”.
***If your company is tax exempt, tax will be withheld on your official NovaCopy invoice. If your Tax
Exempt certificate is not on file with NovaCopy, please contact Customer Service.
- 10 -
7. “Order Payment” - You will now see the “Order Payment” screen.
a.
If you are paying by “Credit Card” you will see the following screen.
If you are authorized to use any NovaReward points on behalf of your company you may click the
“Apply Balance Remaining” that is next to the “NovaRewards Amount.”
To complete payment, click the “Apply Balance Remaining” that is next to the “Credit Card Amount:”
and then complete the “Credit Card Details” form fully before selecting “Checkout”.
- 11 -
b.
If you are paying by “Open Account” you will see the following screen.
If you are authorized to use any NovaReward points on behalf of your company you may click the
“Apply Balance Remaining” that is next to the “NovaRewards Amount:”
To complete payment, click the “Apply Balance Remaining” that is next to the “Open Account /
Purchase Order Amount:” or “Credit Card Amount:” depending on type of payment for the remaining
balance to be billed.
Finally if you have a PO Number, re-enter it in the “Open Account / Purchase Order:” field. If you do
not have a PO number, please enter your name and the current date and select “Checkout”.
- 12 -
7. “Order Confirmation” - The order has now been placed and you will see an “Order Confirmation”
screen that also displays an Order Number. You may print this order confirmation for your records
if you wish, but the account holder will also receive an email version of this order confirmation.
The order has now been processed successfully. If you are looking at the ‘Order Confirmation’ and
you notice an error, please contact Connie Covington ,and she will resolve the issue as needed.
Connie Covington
Printer Services & E-Commerce Administrator
1.877.NOVABIZ
consuela.covington@novacopy.com
- 13 -
Requesting Service
You may either phone a Customer Service Representative or log in to and
use NovaCopy.biz for placing service calls. After logging in, click the
“Request Service” link then fill the form out and click “submit.”
- 14 -
Innovative Service Support
With NovaCopy’s state-ofthe-art service technology,
we’ll have you back in action
and meeting deadlines in no
time.
A
NovaTrak uses GPS technology integrated with call management tools to place our field
technicians at calls with the right information quickly. Each of our field technicians are equipped with PDAs that enable real time access to call information, parts status, as well as constant
communication to the FSC. This enables our Field Service Coordinators to arrange for the fastest on-site service possible.
A
Our average response time is less than four hours for routine service needs. For emergency service situations ask for our Priority One Service. When you ask for Priority One Service, our goal is to
arrive in your office in just one hour.
With just a phone call from you, our highly qualified NovaAssist
engineers can take control of your desktop (from the NovaCopy
office) to figure out and troubleshoot the issue(s) you are
experiencing. Imagine, your problems could very well be solved
in a few minutes, eliminating the need for an on-site service
call. Sounds like your day just got better.
The Process: After calling for service and explaining the
issue(s), you will receive an e-mail that “magically” gives our
NovaAssist engineer control over your PC (when you grant
permission to do so). Our technician can then troubleshoot
and resolve the issue(s) you might have.
- 15 -
Copier-to-Computer Connectivity Support
Today’s copiers are feature-rich multifunction devices that connect to your computer network for
printing and scanning. NovaCopy provides a variety of free and billable computer network
support services to help you get maximum benefit from this powerful equipment.
FREE SOFTWARE INSTALLATION SERVICES
Included with the lease or purchase of your equipment are the following free technical support services for the first
30 days after delivery:
• Loading device print drivers on an unlimited number of PC’s
• Training users on using print drivers including advanced finishing options
• Assisting users with color adjustments to obtain desired output
• Configuring e-mail systems to work with scanning features
• Configuring the copier to scan to your network
• Customizing the copier control panel to include one touch email and fax number programming.
• Troubleshooting & resolving printing issues related to the device itself or drivers furnished by the manufacturer
• Installing desktop faxing and basic network scanning software on up to five (5) PC’s
• Training your network administrator on installing & configuring software such as desktop
faxing, network scanning, and system utilities
• Configuring IP addresses to work with your network
SOFTWARE TECHNICAL SERVICES AVAILABLE FOR A SERVICE FEE*
The following software support services are available for $149 per hour:
• Providing Installation services (named above) at any time beyond the 30 day period after initial delivery
• Installing desktop faxing & network scanning software on additional PC’s above the initial five PC’s
• Troubleshooting software not provided by NovaCopy, including operating systems and applications
• Removing viruses
• Installing or repairing cabling, PC’s, servers or other hardware.
• Troubleshooting network connectivity problems resulting from a defective network
hard/software
• Providing installation, training and support services on high-end software solutions supported by NovaCopy including: Kofax, Sharepoint, mydocs, Unity, Planet Press, Print Shop Mail, Micropress and Fiery controllers
• Assistance in creating certain jobs, color matching and file troubleshooting
* Digital Support Service (DSS) - NovaCopy provides DSS for an additional $10/month for the duration of your contract.
This covers the above-mentioned services after the initial 30 days of your contract. However, you may opt out of this and
pay $149 per hour (with a one-hour minimum) for on-site software support services and telephone/NovaAssist services
(minimum charge for NovaAssist is for ¼ hour).
BUSINESS TO BUSINESS SOFTWARE SOLUTIONS
NovaCopy can provide your company with a business software suite that will streamline your office needs (from the most
basic to the advanced). Please ask your Document Solutions Specialist to explain and demonstrate the wide array we carry.
- 12 -