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Our response to COVID-19


March 18, 2020

Dear Customer,

We have been monitoring the worldwide impacts of Coronavirus respiratory disease (COVID-19) and, understanding that it is a rapidly evolving and changing situation, we want to share with you the steps we are taking to maintain our employees, customers, suppliers, distributors and our communities safe and healthy, this being our main priority.

Protecting our people and communities in Latin America:

We operate on facts and data, as they become available, and emphasize the importance of following the guidelines and recommendations of the World Health Organization (WHO), the Center for Disease Control and Prevention of the United States (CDC), and those of local health agencies, to reduce the spread of COVID-19, which includes:

  • Employees visiting customer and partner facilities have information on basic steps to reduce the spread, including handwashing and social distancing according to the WHO.
  • Employees who become ill, or whose household members have COVID-19 symptoms, have been asked to stay home. We also have protocols for employees to be quarantined if they or a household member has recently returned from any Level 2 or higher travel warning location, as directed by CDC or local organizations.
  • We established a thorough disinfection of our facilities on an ongoing basis.
  • We encourage employees to work from home temporarily, where and when possible, effective until March 31, 2020, or until further notice.
  • Most business travel (including domestic) were canceled, except for critical business activities and customer service.

Ensuring the continuity of our products and services to our customers

At Ricoh, we have Business Continuity Plans (BCP) both at the organizational level and at the country, subsidiary, office or workplace levels, and we monitor each locality situation daily. Our Committee in charge of everything related to COVID-19, which includes the senior leadership team and the Human Resources team, meets every day to review the latest developments and make quick decisions.

Here is a summary of our plans to date:

Inventories and logistics

Based on our current and incoming inventory levels of products and supplies, we do not anticipate significant short-term supply chain disruptions. We are working with our manufacturing and supplier division to minimize any possible delays in the coming months.

A Guide to Sanitizing Ricoh Products

Regarding your office and production equipment, Ricoh devices are similar to other electronic devices in your office. We recommend the following when cleaning the equipment:

  • Turn off the machine (“off” position).
  • Clean the outer covers with a non-static lint-free cloth.
  • We recommend disinfectants that are antibacterial or contain more than 70% isopropyl alcohol solution in spray or liquid. This should be done by depositing the solution on the cloth and applying it to the surface.
  • DO NOT spray liquid directly onto surfaces, as the ingress of liquid into the device can damage internal components as the Smart Operation Panel (SOP) is not waterproof. If you use a spray, move away from the device and just spray on the cloth.
  • In no case should be used any organic, acidic or alkaline solvent.

Customer service and care

Ricoh Managed Services has the Field Service Representative program designed to minimize interruptions by providing Ricoh trained and qualified personnel to help manage unplanned absences seamlessly, provided they meet each country's health standards or region.

Our service desks and support centers also have adjustments to the PCNs in the face of this new situation. For example, our employees at our regional support center can provide you with exceptional customer service from almost anywhere. This robust and dynamic model ensures that we can deliver consistent customer service, without interruption. We will be adapting some technological tools to facilitate certain transactions and will be communicating during this process.

The new Ricoh Intelligent Machines (IM) have a remote connection service that allows our technicians to connect remotely to a multifunctional device via the web, using the second generation of Intelligent Operation Panels (SOP). This feature allows our support center to diagnose and to solve problems in real-time and remotely.


If you have any questions, please contact your Ricoh representative or send us a message here

We understand that these are uncertain and disturbing times. Rest assured that Ricoh is focused on providing the high-quality technology and service you expect safely. We will contact you for any significant updates.

On behalf of all of us at Ricoh, we wish you good health.

Diego Imperio
President & CEO
Ricoh Latin America

Created On 19 March 2020 - Modified on 19 March 2020
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