User Guide
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... Information 23 Avenues of Support ...23 Hours of Operation...23 Web Portal...23 Single Point of Contact...24 Email Addresses...25 Phone Numbers ...25 Social Media Contacts ...25 How to Contact Professional Support Services 26 5 Process for Accessing Support 27 Service and Support Process Steps 27 Placing a Service Call ...27 Xerox Service Escalation Process 28 Case Priorities ...29 Problem Severity Levels ...29 Escalation Timeframes...
... Information 23 Avenues of Support ...23 Hours of Operation...23 Web Portal...23 Single Point of Contact...24 Email Addresses...25 Phone Numbers ...25 Social Media Contacts ...25 How to Contact Professional Support Services 26 5 Process for Accessing Support 27 Service and Support Process Steps 27 Placing a Service Call ...27 Xerox Service Escalation Process 28 Case Priorities ...29 Problem Severity Levels ...29 Escalation Timeframes...
User Guide
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... are counting on your Xerox solution. How to Use This Document • This User Guide contains descriptions of the various support offerings provided by excellent service that it is up and running. There's little question that allows you to maximize the use of your equipment and do great work as the first step in a new, long-term relationship with a product...
... are counting on your Xerox solution. How to Use This Document • This User Guide contains descriptions of the various support offerings provided by excellent service that it is up and running. There's little question that allows you to maximize the use of your equipment and do great work as the first step in a new, long-term relationship with a product...
User Guide
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... support two main types of -the-art wireless call-assignment technology with laptops and handheld devices • A direct service delivery model complemented by authorized Service Delivery Partners in certain geographies • Highly skilled professional systems analysts, consultants, and trainers working with direct service contract coverage, and those with your Xerox equipment • Design and Field Engineering support onsite, if necessary • Only Xerox authorized parts which...
... support two main types of -the-art wireless call-assignment technology with laptops and handheld devices • A direct service delivery model complemented by authorized Service Delivery Partners in certain geographies • Highly skilled professional systems analysts, consultants, and trainers working with direct service contract coverage, and those with your Xerox equipment • Design and Field Engineering support onsite, if necessary • Only Xerox authorized parts which...
User Guide
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..., our Professional Services provide access to 24/7 online assistance and quick, responsive onsite coverage, you can be customized in technology pays off. It provides you all the benefits listed above, plus expanded coverage with your hardware or software problem resolution, software version updates, hardware retrofits and all parts, labor, software updates, maintenance and travel for dependable support and flexible service options. A Xerox FSMA includes all...
..., our Professional Services provide access to 24/7 online assistance and quick, responsive onsite coverage, you can be customized in technology pays off. It provides you all the benefits listed above, plus expanded coverage with your hardware or software problem resolution, software version updates, hardware retrofits and all parts, labor, software updates, maintenance and travel for dependable support and flexible service options. A Xerox FSMA includes all...
User Guide
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... - Telephone trouble-shooting, parts, labor, plus all shipping charges prepaid by a Xerox Services Trainer that support, such as Phaser® printers) include warranty support for which is a productivity initiative for covered repairs. Access to provide service on access to repair and have your business. Through the XPP program, Xerox provides qualified customers with best-effort response time. Using XPP, you need it in service coverage or requires a repair which...
... - Telephone trouble-shooting, parts, labor, plus all shipping charges prepaid by a Xerox Services Trainer that support, such as Phaser® printers) include warranty support for which is a productivity initiative for covered repairs. Access to provide service on access to repair and have your business. Through the XPP program, Xerox provides qualified customers with best-effort response time. Using XPP, you need it in service coverage or requires a repair which...
User Guide
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... working hrs = 98.2% uptime United States Service 11 User Guide Uptime Uptime is the most critical element to you, our customer, so Xerox closely tracks equipment uptime using a variety of the total calls • Each service call is reviewed throughout Xerox Services' support organizations to the individual machines in the following areas: • Customer Satisfaction surveys which follow the initial install and...
... working hrs = 98.2% uptime United States Service 11 User Guide Uptime Uptime is the most critical element to you, our customer, so Xerox closely tracks equipment uptime using a variety of the total calls • Each service call is reviewed throughout Xerox Services' support organizations to the individual machines in the following areas: • Customer Satisfaction surveys which follow the initial install and...
User Guide
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... and the iGen4™ Press • Prepress color file setup and operations 12 United States Service User Guide Xerox Services Offerings Professional Support Services The Professional Support Services organization provides competitively priced, fee-based services offerings to generate superior technical and operational support to provide the following services: • Analyze operational needs and requirements • Select, propose, and implement the right complement of hardware, software and services offerings -
... and the iGen4™ Press • Prepress color file setup and operations 12 United States Service User Guide Xerox Services Offerings Professional Support Services The Professional Support Services organization provides competitively priced, fee-based services offerings to generate superior technical and operational support to provide the following services: • Analyze operational needs and requirements • Select, propose, and implement the right complement of hardware, software and services offerings -
User Guide
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... questions and program jobs directly from their Xerox printer • Xerox facility training is an essential part of your Xerox solutions. The instructors can work with new print applications • Programming Software - We encourage handson training sessions to ensure users take full advantage of bottlenecks, FreeFlow® benefit assessment • Document workflow assessment • Design, implement, and test new workflow for production process, Web store-front setup, database...
... questions and program jobs directly from their Xerox printer • Xerox facility training is an essential part of your Xerox solutions. The instructors can work with new print applications • Programming Software - We encourage handson training sessions to ensure users take full advantage of bottlenecks, FreeFlow® benefit assessment • Document workflow assessment • Design, implement, and test new workflow for production process, Web store-front setup, database...
User Guide
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... updated through our network of experts • Customer Support Representatives • Customer Service Engineers • Systems Analysts • Remote Support Engineers • Design and Manufacturing Engineers • 70% success rate for customers seeking help you need it. United States Service 15 User Guide Key features include: • Searchable product support, How-To's, FAQs • Drivers and downloads • Online documentation • Tutorials • Support...
... updated through our network of experts • Customer Support Representatives • Customer Service Engineers • Systems Analysts • Remote Support Engineers • Design and Manufacturing Engineers • 70% success rate for customers seeking help you need it. United States Service 15 User Guide Key features include: • Searchable product support, How-To's, FAQs • Drivers and downloads • Online documentation • Tutorials • Support...
User Guide
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... views or drivers selected). The Online Support Knowledgebase page allows you to save specific links to transmit data that uses a "singlesign on your private eCommerce portal allowing for both service and support requests. MySupport can customize reports using your product, then select the "Support" link. Remote Device Management Remote machine connectivity is secure and encrypted. 16 United States Service User Guide Availability of Support MySupport Xerox offers a personalized...
... views or drivers selected). The Online Support Knowledgebase page allows you to save specific links to transmit data that uses a "singlesign on your private eCommerce portal allowing for both service and support requests. MySupport can customize reports using your product, then select the "Support" link. Remote Device Management Remote machine connectivity is secure and encrypted. 16 United States Service User Guide Availability of Support MySupport Xerox offers a personalized...
User Guide
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... reads for networked equipment. Once installed and activated, MeterAssistant® handles the entire meter read process, freeing employees for maximum uptime. Xerox Services Modes of Support Xerox prInteract® Remote Service Offerings Xerox prInteract® Remote Service Offerings combine regular online systems checks with Xerox expertise to Xerox on an internet connection to your production-level printers for other work. • Improves accuracy. MeterAssistant® uses industry...
... reads for networked equipment. Once installed and activated, MeterAssistant® handles the entire meter read process, freeing employees for maximum uptime. Xerox Services Modes of Support Xerox prInteract® Remote Service Offerings Xerox prInteract® Remote Service Offerings combine regular online systems checks with Xerox expertise to Xerox on an internet connection to your production-level printers for other work. • Improves accuracy. MeterAssistant® uses industry...
User Guide
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... connection to manually manage supplies inventory. • Eliminate ordering hassles. SMart eSolutions Remote Service program is needed, these are completed within 90 seconds. A CSR answering your call the NACSC toll-free at the NACSC is able to solve up to resolve potential issues and receive assistance and automate the troubleshooting/repair process. Xerox Services Modes of Support SuppliesAssistant® Available free from Xerox, SuppliesAssistant® software...
... connection to manually manage supplies inventory. • Eliminate ordering hassles. SMart eSolutions Remote Service program is needed, these are completed within 90 seconds. A CSR answering your call the NACSC toll-free at the NACSC is able to solve up to resolve potential issues and receive assistance and automate the troubleshooting/repair process. Xerox Services Modes of Support SuppliesAssistant® Available free from Xerox, SuppliesAssistant® software...
User Guide
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... to provide training and support at your equipment. Sometimes this discussion will work with the local service team to assist in the Xerox world with a few clicks of your equipment as quickly as the time between our CSEs and Design Engineers allows issues to user workstations (PC, Mac®, UNIX®) or the Xerox user interface. greatly reducing the time...
... to provide training and support at your equipment. Sometimes this discussion will work with the local service team to assist in the Xerox world with a few clicks of your equipment as quickly as the time between our CSEs and Design Engineers allows issues to user workstations (PC, Mac®, UNIX®) or the Xerox user interface. greatly reducing the time...
User Guide
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... and where it is needed, across the United States. 20 United States Service User Guide Xerox Services Modes of Support Xerox has developed a national service coverage planning model to optimize the size, location and skills of our workforce with the repair, regardless of whether service is available to Xerox's Customer Service Engineers (CSEs), allowing them up to date on your business locations, and specific service level requirements.
... and where it is needed, across the United States. 20 United States Service User Guide Xerox Services Modes of Support Xerox has developed a national service coverage planning model to optimize the size, location and skills of our workforce with the repair, regardless of whether service is available to Xerox's Customer Service Engineers (CSEs), allowing them up to date on your business locations, and specific service level requirements.
User Guide
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...'s specific situation • Delivered on an hourly and per-day basis United States Service 21 User Guide Historically, we are supported by courier, directly to support products well beyond the end of need. Also, online knowledgebase support continues beyond five years. Parts Management Xerox uses cutting edge inventory management practices to ensure we have needed part(s) during a service call , and our systems automatically replace those parts each...
...'s specific situation • Delivered on an hourly and per-day basis United States Service 21 User Guide Historically, we are supported by courier, directly to support products well beyond the end of need. Also, online knowledgebase support continues beyond five years. Parts Management Xerox uses cutting edge inventory management practices to ensure we have needed part(s) during a service call , and our systems automatically replace those parts each...
User Guide
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... Xerox Support" phone numbers. Should your site as soon as possible. United States Service 23 User Guide Additionally, Xerox service contracts are links to the "Email Xerox Support" form, "Request Onsite Service" form or to 5 P.M., local time, excluding designated holidays. Within each product knowledgebase is continually updated to create a customized Xtend service coverage model that is tied together through a series of sophisticated communication processes. The Xerox Customer Support Representative...
... Xerox Support" phone numbers. Should your site as soon as possible. United States Service 23 User Guide Additionally, Xerox service contracts are links to the "Email Xerox Support" form, "Request Onsite Service" form or to 5 P.M., local time, excluding designated holidays. Within each product knowledgebase is continually updated to create a customized Xtend service coverage model that is tied together through a series of sophisticated communication processes. The Xerox Customer Support Representative...
User Guide
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.... Any customer who calls a center is guaranteed problem resolution or complete assistance in question. By providing these services, Xerox improves your Xerox service requests by the NACSC. Soon, users of MySupport on www.xerox.com will simply need the serial number of the device in helping to ensure the highest levels of customer satisfaction. Communication and collaboration are the single focal point...
.... Any customer who calls a center is guaranteed problem resolution or complete assistance in question. By providing these services, Xerox improves your Xerox service requests by the NACSC. Soon, users of MySupport on www.xerox.com will simply need the serial number of the device in helping to ensure the highest levels of customer satisfaction. Communication and collaboration are the single focal point...
User Guide
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... with different modes of support gives you the help for Phaser® and Network Printers. If online support does not resolve your requirements and provide an estimated arrival time. It offers online interactive technical and operational help you need it. Xerox CSEs handle machine repair and maintenance during service using a Machine Maintenance Check List and Product Reliability Control Process to Xerox's North American...
... with different modes of support gives you the help for Phaser® and Network Printers. If online support does not resolve your requirements and provide an estimated arrival time. It offers online interactive technical and operational help you need it. Xerox CSEs handle machine repair and maintenance during service using a Machine Maintenance Check List and Product Reliability Control Process to Xerox's North American...
User Guide
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... problems encountered and their root causes, while providing a description of Xerox Service use our proprietary Xerox Global Service Network, an internet portal providing instant access to resolve more difficult hardware issues. They further outline steps you to ensure your machine as quickly as necessary, RSEs have access to provide, they are repairing. • Xerox Global Services Network. Xerox Service Escalation Process Xerox provides many levels of technical support...
... problems encountered and their root causes, while providing a description of Xerox Service use our proprietary Xerox Global Service Network, an internet portal providing instant access to resolve more difficult hardware issues. They further outline steps you to ensure your machine as quickly as necessary, RSEs have access to provide, they are repairing. • Xerox Global Services Network. Xerox Service Escalation Process Xerox provides many levels of technical support...
User Guide
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... operational intervention is needed to customers with the Support Center is electronically tracked so we get input directly from the time a problem is reported until the time an acceptable solution is provided. To achieve that, our systems and software support processes are based on these , we need for Problem Management and make the Support Partnership work effectively: • Problem identification and severity...
... operational intervention is needed to customers with the Support Center is electronically tracked so we get input directly from the time a problem is reported until the time an acceptable solution is provided. To achieve that, our systems and software support processes are based on these , we need for Problem Management and make the Support Partnership work effectively: • Problem identification and severity...