Konica Minolta Information Measures to Control Impact of Coronavirus on Availability of Products and Services

London, UK, 16 March 2020

Dear valued client,

As we continue to monitor the development of the Coronavirus we would like to provide an update based on the latest information available to us and to reassure all customers that we are monitoring the situation closely and would like to keep you up to date about the effect of the coronavirus on our production and (service) delivery capabilities, as well as addressing some of the questions you may have.

1.    Will my machines be serviced?

We are operating within UK Government guidelines to service our customers machines. We have a national team of engineers still working with customers whose sites are open, whilst taking the necessary precautions to ensure their safety.

Using our remote capabilities we will aim to resolve our customer. We will fix as much as possible using our existing remote fix capabilities.

Our engineers will observe the recommended safe guards whilst on site. Consumables and spares may be subject to supply chain difficulties if borders close in Europe, but manufacturing in China is back on track, we are currently receiving daily replenishment from our European distribution centres and our UK warehouses remain open

2.    Will my new machine be delivered?

Hardware may be subject to supply chain difficulties if borders close in Europe, but manufacturing in China is back on track, we are currently receiving daily replenishment from our European distribution centres. We are operating within current government guidelines and so our UK warehouses remain open. 

Our transport provision remains operational as does our Field Service Engineering team.

3.    What should I do if my site is shut?

If your site is shut and you were expecting a Field Service Engineer to call to maintain your machines, or if you were expecting delivery of a new machine from us, please let us know as soon as possible by contacting BGB-yourrequests@konicaminolta.co.uk.  Can you also inform us when the site reopens too. 

We will not charge for cancellations under these circumstances, provided you inform us 24 hours beforehand.

4.    Do I need to provide meter readings?

If your machine is not remotely enabled and you normally have to provide us with meter readings, then please continue to do so.

FAQs Coronavirus

London, UK, 16 March 2020

1.    Are there other possible transmission methods? / Can the virus be transmitted through the MFPs? / Will you disinfect all MFPs before delivery?

According to the WHO , coronaviruses may survive on surfaces for just a few hours or several days,  although many factors will influence this, including surface material and weather. A study published recently in the Journal of Hospital Infection  looked at the lifespans of other coronaviruses found in humans on various surfaces. The SARS coronavirus – at a temperature of 20 degrees Celsius – lasts for two days on steel; four days on wood and glass; and five days on metal, plastic, and ceramics. Also the BfR (German Federal Institute for Risk Assessment) confirms that there are “no known reports for other coronaviruses about infections due to food or contact with dry surfaces. Due to the transmission methods recorded thus far, and the relatively low environmental stability of coronaviruses, it is unlikely that imported goods such as imported foods or consumer goods and toys, tools, computers, clothes or shoes may be sources of an infection with the new type of coronavirus, according to the current state of knowledge. This assessment is still valid after the most recent publication on the persistence of the known coronaviruses by scientists from the Universities of Greifswald and Bochum.”  

Our products (of which the majority is being produced in China) have been on a ship for at least 4 weeks before they reach Europe, for products that are being imported via airfreight,  transportation takes at least 3 days. In light of the above mentioned time that these viruses can survive, we do not deem the disinfection of our products per delivery necessary. 

2.    How should I disinfect the panel of the MFP (multifunction printer)? 

Because our appliances have a touchscreen and keyboards, naturally they represent as such a potential source for germs since several people in your company are using them. We advise you to disinfect the display and / or keyboard of the MFP with any commercial ethanol for disinfection several times a day. Additionally, it is a good measure to put up an increased hygienic standard for your employees through frequently washing hands with soap and water or an alcohol-based hand sanitizer (we recommend 70% or 50 %  isopropanol and also ethanol-water mixtures) or a mixture of isopropanol with hydrogen peroxide and glycerol. 

3.    Which precautionary meausures do you take especially for service employees, visiting customers on a regularly basis?

Since our workforce travels from client to client, our service model currently poses a potential risk for our clients as well as our employees. We will therefore implement changes to our services model by applying remote services as much as possible: Since most of the Konica Minolta products are designed as IOT devices, platforms or applications that allow remote connectivity, we will connect your device to Konica Minolta backend systems. Like this, your Konica Minolta products will be enabled to receive remote services. Any occurring incident should be solved remotely without intervention onsite. Only if we need to ensure remote connectivity or replace parts, a service employee will visit you.

We encourage all employees (and we are updating them on a regular basis) to monitor their wellbeing and their social environment carefully and to take precautionary measures to minimize risks of infection, e.g. increased hygiene measures, cancellation of participation in larger events, moving meetings to virtual meetings, encourage – where possible – home office. Travel to or from regions at risks has been prohibited. In case of infection of an employee, we work according to the infection protection law and have put measures in place to minimize the risk of infecting others as much as possible (quarantine). In this case – just as much as with other illnesses or during vacation – we can resort to other trained service employees in order to reduce the impact of your business.

4.    Is there a way to operate the MFP remotely/without touching it at all?

To operate the MFP remotely the following settings need to be made:

Admin Mode:
-    Enable SSL connection
-    Allow Remote Panel , password for usage is possible
-    All other authentication methods will not disabled or bypassed
 
User:
-    Use PC, Laptop, Tablet or even Smartphone
-    Use browser: https://deviceIP:50443/panel/remote_panel.cgi
-    Enter password when required
-    Run your MFP remotely

If a more detailed instruction is required, please get in touch with your local Service organization.

5.    Helpful links or documents

•    Q&As WHO: https://www.who.int/news-room/q-a-detail/q-a-coronaviruses 
•    WHO Situation reports: https://www.who.int/emergencies/diseases/novel-coronavirus-2019/situation-reports 
•    Your country’s government official pages as well as your government’s health ministry on restrictions and suggested conducts and behavior
•    Your local public health institutes like Robert Koch Institute for Germany: https://www.rki.de/EN/Home/homepage_node.html 

6.    Who can I contact with further questions?

Konica Minolta is closely monitoring the rapidly evolving coronavirus (COVID-19) situation and updating our global business continuity plans (BCP) accordingly. These plans outline specific ways Konica Minolta will adapt our operations to reflect changing environments in all geographies in which we operate. Our team is committed to serving our customers and partners, and protecting the health and safety of our employees, customers and visitors.
We have established a Konica Minolta crisis management team (already some weeks ago) which meets – of course virtually – twice a week, the Konica Minolta coronavirus core team daily. If you have any questions, please contact Olaf Jonas, Ole Maaz and Silke Ehmann-Cotichini.

 

If you require assistance with registration please use the contact details below.
Email: CustomerSupportTeam@konicaminolta.co.uk
URL: www.konicaminolta.co.uk
Tel: 0871 574 7200