SERVICE LAUNCH PLAN

MODEL: M155 / M157

RICOH Americas Corporation

Service Launch Plan

Model: M155 / M157
SP 311DNw
Ricoh
SP 311SFNw

M155 M157

LAUNCH STATUS

Market Release Meeting

M.R.M.

Date: 08/28/2013
Rev.
Issued by: Gary Weber

Gary Weber
Advanced Product Support Specialist
Technology Support Services Center
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MODEL: M155 / M157

Table of Contents
I. GENERAL INFORMATION ....................................................................................................... 3
Launch Status ..................................................................................................................................................3
Product Information .........................................................................................................................................3
Product Type/Position .................................................................................................................................................. 3
Product Names .............................................................................................................................................................. 3
Accessories ................................................................................................................................................................... 4
Sales Distribution Channels.............................................................................................................................5
II. PRODUCT RATIONALE ........................................................................................................ 5
PRODUCT SERVICE CONCEPT....................................................................................................................5
Hardware: ..................................................................................................................................................................... 5
Connectivity: ................................................................................................................................................................ 5
Major Features .................................................................................................................................................6
Detailed Specifications ....................................................................................................................................6
Printer Specifications .......................................................................................................................................6
Fax Specifications ............................................................................................................................................6
Scanner Specifications ....................................................................................................................................6
III. SERVICE OPERATIONS PLAN BY CHANNEL .................................................................... 6
GENERAL ........................................................................................................................................................6
Ricoh USA, Inc............................................................................................................................................................. 7
Savin/Lanier.................................................................................................................................................................. 7
Ricoh Canada Inc.......................................................................................................................................................... 7
Ricoh Latin America .................................................................................................................................................... 7
IV. SERVICE OPERATIONS BY DIVISIONS .............................................................................. 7
RICOH UNIVERISTY .......................................................................................................................................7
Technology Support Services Center /Technical Support Division .................................................................7
Parts and Logistic Controls Division ................................................................................................................7
V. RICOH UNIVERSITY TRAINING ........................................................................................... 7
Training Information .........................................................................................................................................7
VI. QUALITY TARGET ................................................................................................................ 8

VII. SERVICE TIME ESTIMATION ............................................................................................... 8

Installation Times .............................................................................................................................................8
VIII. SERVICE PARTS ............................................................................................................ 10
PM PARTS.................................................................................................................................................... 10
SERVICE MAINTENANCE ........................................................................................................................... 10
IX. SPECIAL TOOLS ................................................................................................................ 10

X. WARRANTY ........................................................................................................................ 10

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MODEL: M155 / M157

I. GENERAL INFORMATION

Launch Status

• Targeted Launch Date: 09/05/2013

• Pre MRM Meeting: 08/28/2013
• MRM Meeting:

Product Information

Product Type/Position

TYPE SEGMENT

B/W B/W B/W B/W B/W B/W

COPIER PC Color MFP Color Color Color Color
1 2 3 4 5 6

FACSIMILE Low TH MID High TH PPF Specialty Option Secure

TH.
B/W
PRINTER 2

OTHER

Product Names

Ricoh Brand SP 311 DNw, SP 311 SFNw

EDP Codes

M155: 407234
Ricoh Brand
M157: 407240

Serial Number Sequence

M155: T90yfmxxxxxx
M157: T86yfmxxxxxx

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Number of digits in meter

Description of what is
Type
included in Meter
1 Electronic Total Counter
2 Electronic Copier Counter (MF)
3 Electronic Printer Counter (MF)
4 Electronic Fax Counter (MF)
Scanner Application Counter
5 Electronic
(MF)
Total number
Q’ty Location
of digits
Configuration Page
1 9
Maintenance Page
Configuration Page
1 9
Maintenance Page
Configuration Page
1 9
Maintenance Page
Configuration Page
1 9
Maintenance Page
Configuration Page
1 9
Maintenance Page

Accessories

Product Common /
Item Description EDP Code Unique Notes
Code

N/A N/A N/A N/A N/A N/A

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Supplies

Item Name Order Code Target Yield

Ricoh
Toner AIO Print Cartridge SP 311HA 407245 3,500
Note: Starter AIO yield 1,000
Supply Yield Condition:
A. ISO/IEC19752 is used to measure the above toner yield.
B. The condition is standard temperature and humidity.
C. This yield number may change depending on the circumstances and printing conditions.
D. Starter AIO (included in a carton box of main unit): 700 pages / Cartridge.

Sales Distribution Channels

Ricoh USA Inc. Savin

Direct Dealer

Ricoh Ricoh 2 Tier

Distributor Channel

Canada Ricoh Latin

Dealer America

Canada Lanier
Direct Dealer

II. PRODUCT RATIONALE

PRODUCT SERVICE CONCEPT

Major technical enhancements to the OP-MF1 listed below:

Hardware:
Print speed: 30 ppm (LT) 28 ppm (A4)
First print time: 13 seconds
2
Maximum paper weight: 43lb / 162g/m from standard and bypass tray.
2
28lb / 105 g/m from duplex tray

Connectivity:
High-Speed USB2.0
Ethernet 10/100Base-TX
USB/network TWAIN driver
• PCL6 driver
• Only supported for use with MS Windows
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@Remote
• Availability of @Remote Service Menu
No. Service Menu M155 / M157 Remarks
1 Only the MIB counter is
Meter Reading Supported
supported.
2 Toner Printer: No counter
Supported
Replenishment MF: With counter
3 Only the MIB counter is
Reporting Supported
supported.
4 Service Call
Not Supported
Handling
5 RFU Not Supported

Major Features

• Refer to the NPLI and Marketing Business Plan.

Detailed Specifications

• Refer to the NPLI and Marketing Business Plan.

Printer Specifications

• Refer to NPLI for detailed SP 311DNw and SP 311SFNw printer specifications.

Copier Specifications

• Refer to NPLI for detailed SP 311SFNw copier specifications.

Fax Specifications

• Refer to NPLI for detailed SP 311SFNw fax specifications

Scanner Specifications

• Refer to NPLI for detailed SP 311SFNw Scanner specifications

III. SERVICE OPERATIONS PLAN BY CHANNEL

GENERAL

Ricoh Technology Support Services Center and all of its Family Groups will provide superior service
support to the customer by utilizing a service network that responds to that customer in an efficient
and effective manner.

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Ricoh USA, Inc.

• SP 311DNw and SP 311SFNw will be added to the list of products currently being supported by
Ricoh USA, Inc. Direct Branches.
• Training to be accomplished via a Self-Paced Training program.
• No Auto Certification.

Savin/Lanier
N/A

Ricoh Canada Inc.

N/A

Ricoh Latin America

N/A

IV. SERVICE OPERATIONS BY DIVISIONS

RICOH UNIVERISTY

• Training will be accomplished with successful completion of the M155 / M157 self pace course
and final exam.

Technology Support Services Center /Technical Support Division

• Conduct serviceability testing if required.

• Prepare service plan and distribute to all concerned parties insuring they are kept informed.
• Prepare and maintain a Master Schedule for the overall launch status.
• Plan and implement IFAP Plan upon request from RCL.
• Provide Hotline support to trained Technicians.

Parts and Logistic Controls Division

• Provide Service Parts as in existing policies

• PCB Board repair – Hytec Dealer Services

V. RICOH UNIVERSITY TRAINING

Training Information

• Auto Certification

No Auto Certification

• Self Pace Package

Self Pace Package will be offered as M148 course

• Instructor Led Training Course

No Instructor Led Training Course will be offered.

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VI. QUALITY TARGET

Items M155 / M157
APV 700 prints/month
Max PV 5,800/month
PM Interval N/A*
MPBF Target 35K prints
Unit life 5 years or 200K prints whichever comes first
Call Ratio 0.0210call/month
* No User Maintenance

VII. SERVICE TIME ESTIMATION

Installation Times

Mainframe:

30 minutes – User Installable

Peripherals:

N/A

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MAINTENANCE TIMES
M155

Target EM MTTR
Target PM MTTR
interval (k prints)

interval (k prints)
Total PM MTTR
Recommended

Estimated EM

Total E MTTR
call per 1000k

(Calls/1000k)
(min. /1000k)
PM calls per
1000k prints
EE ratio (%)

(min/1000k)
EU ratio(%)

Target PM

Target EM
Incidence

(min/call)
(EExEU)
Product

prints
Main Frame 100% 100% 1.00 *1 35 28.57 30.0 1363.6
Full system
(weighted 28.57 857.14
average)
Average
maintenance (Full system) 30 (min)
time

M157

Target EM MTTR
Target PM MTTR
interval (k prints)

interval (k prints)
Total PM MTTR
Recommended

Estimated EM

Total E MTTR
call per 1000k

(Calls/1000k)
(min. /1000k)
PM calls per
1000k prints
EE ratio (%)

(min/1000k)
EU ratio(%)

Target PM

Target EM
Incidence

(min/call)
(EExEU)
Product

prints
Main Frame 100% 100% 1.00 *1 30 33.33 30.0 1000.0
Full system
(weighted 33.33 1000.0
average)
Average
maintenance (Full system) 30 (min)
time

Notes: 1) MTTR time described in the above table is only for working time to replace, lubricate,
adjust and clean the required items. Time required for parts preparation is not included;
e.g. unpacking parts, preparing tools, reporting, etc.
2) Figures in parenthesis are based on whole-unit replacement of the fusing unit at the
customer site, i.e. not replacement of the individual components listed in Section 7-1-2
Service Maintenance.
3) The target EM intervals are calculated under the recommended environment and the
target monthly usage (average).
4) The figures shown in the list above represent Ricoh design targets. Therefore, actual
reliability in the field may vary depending on local conditions and servicing.
Average maintenance time for system:
= (Total PM MTTR for System) + (Total EM MTTR for System)
(Total PM Calls for Mainframe) + (Total EM Calls for System)
Definitions:
EM: Immediate maintenance performed for failures caused by factors other than CE
or customer errors.
EE Ratio: Estimated equipment ratio for peripherals
EU Ratio:Estimated usage ratio for peripherals.

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VIII. SERVICE PARTS

PM PARTS
User Maintenance
AIO (All in One cartridge)

SERVICE MAINTENANCE
Main Unit: M155: 407234
M157: 407240
Symbol key: C: Clean, R: Replace
Item Part No. Q’ty EM EM Remarks
Clean with water or replace
Paper Feed Roller G1272627 1 R C
when worn
Clean with water or replace
Friction Pad M1332620 1 R C
when worn
Clean with water or replace
Registration Roller - 1 C C
when worn
Clean with water or replace
Bottom Plate Pad 52152713 1 C C
when worn
Transfer Roller M1016250 1 R - Replace when worn
*
Fusing Unit Ass’y 110V M1544030 (1) (R) - Replace when worn

IX. SPECIAL TOOLS

Item Part Number Description Q’ty Remarks
1 - PC with: Windows XP, Vista, 7, or 8 1 C (General)
(USB)
Note: PC is necessary to change
machine settings, enter service mode
and update the firmware.
Used in common with other
2 B6456820 USB Reader/Writer 1
printers.
VSSM9000 Digital Multimeter – FLUKE 187 Used in common with the model
3 1
C-P2 and other printers

X. WARRANTY

A. Warranty To Dealer
N/A

B. Ricoh USA, Inc. Warranty

Refer to next page.

C. Advanced Exchange Manufacturer's Warranty

TBA Refer to next page; section “How To Get Warranty Service”.

D. Extended Warranty After One Year Warranty

Pending – TBA

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SP 311DN / SP 311DNW / SP 311SFN /SP 311SFNW LIMITED WARRANTY – FOR U.S. ONLY

Ricoh Americas Corporation (RAC) gives the limited warranty set forth below to the original purchaser of a SP 311DN / SP
311DNw / SP 311SFN /SP 311SFNw that was purchased in and is used within the United States of America (including Alaska and
Hawaii).
The SP 311DN / SP 311DNw / SP 311SFN /SP 311SFNw Digital Copier/Laser Printer, when delivered to you in new condition in the
original packaging, is entitled to one year free technical telephone support and is warranted against defects in materials and
workmanship for a period of ONE (1) YEAR from the date of original purchase. The All-In-One (AIO) Toner Cartridge that is sold with
the printer is also warranted with Advance Exchange Warranty Service, for
90 DAYS from the date of original purchase or until depletion of the toner,
whichever comes first.
This limited warranty shall only apply if the SP 311DN / SP 311DNw / SP 311SFN /SP 311SFNw Digital Copier/Laser Printers
are used in conjunction with compatible software and computer equipment. RAC is not responsible for compatibility or
usability with non-RAC Software or components.
Non-RAC brand equipment and/or software which may be distributed with the SP 311DN / SP 311DNw / SP 311SFN /SP
311SFNwDigital Copier/Laser Printer is sold “AS IS” without warranty of any kind by RAC and expressly excludes any implied warranty
of merchantability or fitness for a particular purpose, and all such warranties are hereby disclaimed by RAC. The only warranty, if
any, applicable to such Non-RAC brand equipment and/or software is that which may be given by the manufacturer or producer of
such equipment and/or software.

This limited warranty covers all defects in material and workmanship encountered in normal use of the SP 311DN / SP 311DNw / SP
311SFN /SP 311SFNw
Digital Copier/Laser Printer and does not apply
in the following cases:
Loss or damage to the SP 311DN / SP 311DNw / SP 311SFN /SP 311SFNw Digital Copier/Laser Printer due to abuse,
mishandling, neglect, improper packaging, alteration, accident, electric current fluctuations or operating the equipment
outside the manufacturers recommended specifications.

The failure to follow the operating, maintenance or environmental instructions prescribed in the SP 311DN / SP
311DNw / SP 311SFN /SP
311SFNw Digital Copier/Laser Printer Operations Manual or service performed by anyone other than a RAC Authorized
Service Facility.

The use of non-genuine RAC replacement parts, consumable supplies or item(s) purchased from other than RAC or
an Authorized RAC Reseller that cause damage or service problems to the SP 311DN / SP 311DNw / SP 311SFN /SP
311SFNwDigital Copier/Laser Printer.

The alteration of any serial number plate or date, included on any serial number plate, affixed to the SP 311DN / SP
311DNw / SP 311SFN /SP
311SFNwDigital Copier/Laser Printer

THE LIMITED WARRANTY SET FORTH ABOVE IS THE SOLE AND EXCLUSIVE WARRANTY OF RICOH AMERICAS
CORPORATION (RAC) TO YOU, THE CONSUMER. NO OTHER WARRANTY, INCLUDING WITHOUT LIMITATION, ANY
IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, IS INCLUDED OR SHALL
APPLY AND EACH IS SPECIFICALLY DISCLAIMED BY RAC. (Some states do not allow limitations on an implied warranty, so
the above limitation may not apply to you). RAC SHALL NOT BE LIABLE FOR ANY LOSS OF REVENUES OR PROFITS,
INCONVENIENCE, EXPENSE FOR SUBSTITUTE EQUIPMENT OR SERVICE, STORAGE CHARGES, LOSS OR
CORRUPTION OF DATA, OR ANY SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES CAUSED BY THE USE OF OR
MISUSE OF, OR THE INABILITY TO USE, THE LASER PRINTER, REGARDLESS OF THE LEGAL THEORY ON WHICH THE
CLAIM IS BASED, EVEN IF RAC HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT
SHALL THE RECOVERY OF ANY KIND OR NATURE EXCEED THE PURCHASE PRICE PAID BY YOU TO RAC OR AN
AUTHORIZED RAC RESELLER FOR THE LASER PRINTER CAUSING THE ALLEGED DAMAGE. WITHOUT LIMITING THIS
PARAGRAPH, YOU ASSUME ALL RISK and LIABILITY FOR LOSS, DAMAGE OR INJURY TO YOU AND YOUR
PROPERTY OR TO OTHERS AND THEIR PROPERTY ARISING OUT OF THE USE OR MISUSE OF OR INABILITY TO USE
THE LASER PRINTER NOT CAUSED BY OR A DIRECT RESULT OF THE NEGLIGENCE OR WILLFUL MISCONDUCT OF
THE AUTHORIZED RAC SERVICE FACILITY. (Some states do not allow the exclusion or limitation of special, incidental or
consequential damages, so the above exclusion or limitation may not apply to you). THIS LIMITED WARRANTY SHALL NOT
EXTEND TO ANYONE OTHER THAN THE ORIGINAL PURCHASER OF THE SP 311DN / SP 311DNw / SP 311SFN /SP
311SFNw Digital Copier/Laser Printer OR THE PERSON FOR WHOM IT WAS PURCHASED AS A GIFT, and STATES YOUR
EXCLUSIVE REMEDY.

HOW TO GET WARRANTY SERVICE

WARRANTY SERVICE should be obtained by calling 1-800-742-6438 (7am to 7pm CST, Monday through Friday, excluding holidays).
You will be asked to provide the RAC representative with the product serial number, the date of purchase, description of the problem
and location information. A representative will attempt to diagnose and solve the problem over the telephone, during the warranty
period. If the problem cannot be resolved over the phone, you will be advised of the applicable Advance Exchange procedures that
will expedite the exchange of a non-working RAC branded laser printer and/or AIO Toner Cartridge with a refurbished replacement.

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Upon authorization and appropriate financial security provided by the customer to RAC, an advanced (potentially refurbished)
exchange unit will be shipped, at no cost to you, in exchange for your defective unit. You must then pack and return your defective unit
to RAC following appropriate shipping procedures.
IF: (1) you do not return your non-operating laser printer to RAC by a mutually agreed upon date; (2) the defects in the non-
operating laser printer are not covered by this limited warranty; or (3) the limited warranty has expired, you will be charged an amount
up to the cost of a new laser printer and/or at the prevailing Time and Material Rates in effect by RAC.

If the appropriate financial security is not provided or the customer chooses to have their unit repaired and returned in lieu of an
advanced exchange unit, the customer must return the unit in its original packaging. If the original packaging is not available, a
shipping container or box will be sent to the customer to return the unit. The use of improper packaging may cause damage to the unit
in shipment and may result in additional charges to the customer. The unit, once received by RAC, will be repaired within 7 business
days and then returned to the customer. THE REPAIRED LASER PRINTER SHALL BE WARRANTED FOR THE REMAINDER OF
THE ORIGINAL LIMITED WARRANTY PERIOD

This limited warranty gives you specific legal rights. You may also have other rights that vary from state to state.
NOTE: A dated proof of purchase may be required at the time of service. This requirement may be satisfied by providing a copy of
your dated bill of sale or by having a completed registration form that has been sent to RAC at the time of purchase and is on file in the
RAC database.
8/2013

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