User Guide
Page 11
... service call is the most critical element to you, our customer, so Xerox closely tracks equipment uptime using a variety of measures and data sources. We measure our machine uptime percentage by dividing the actual available machine time by the total available machine time based on similar products and equipment. Customer Service Engineers capture and...
... service call is the most critical element to you, our customer, so Xerox closely tracks equipment uptime using a variety of measures and data sources. We measure our machine uptime percentage by dividing the actual available machine time by the total available machine time based on similar products and equipment. Customer Service Engineers capture and...
User Guide
Page 13
...: security software management, secure document delivery network, programming services for software, and server integration, problem diagnosis and repair Customer Trainers From basic to more advanced solutions, our professional instructors are well-trained is an essential part of any solution implementation from their Xerox printer • Xerox facility training is also available to provide an...
...: security software management, secure document delivery network, programming services for software, and server integration, problem diagnosis and repair Customer Trainers From basic to more advanced solutions, our professional instructors are well-trained is an essential part of any solution implementation from their Xerox printer • Xerox facility training is also available to provide an...
User Guide
Page 15
... • Knowledgebase that about half the time, you are providing you with the quickest solution to machine problems and answers to ensure we are up and running without waiting for our products via our integrated and constantly updated ..., instant access • On Call - responsive, highly trained, certified Xerox has made significant investments in automating our support capabilities to your Customer Service Engineer (CSE). this means that is continually updated through our network of experts • Customer Support Representatives • Customer Service Engineers ...
... • Knowledgebase that about half the time, you are providing you with the quickest solution to machine problems and answers to ensure we are up and running without waiting for our products via our integrated and constantly updated ..., instant access • On Call - responsive, highly trained, certified Xerox has made significant investments in automating our support capabilities to your Customer Service Engineer (CSE). this means that is continually updated through our network of experts • Customer Support Representatives • Customer Service Engineers ...
User Guide
Page 16
..., fault history, high-frequency service items approaching replacement intervals, readings from the device does not contain any of Support MySupport Xerox offers a personalized portal for customers that are of remote data for a full service and support offering. Availability of interest....have a Full Service Maintenance Agreement, Lease or Rental Agreement. Log onto www.xerox.com/support, select your product, then select the "Support" link. Remote Device Management Remote machine connectivity is displayed within the Dashboard allowing for enhanced, proactive support. Under the...
..., fault history, high-frequency service items approaching replacement intervals, readings from the device does not contain any of Support MySupport Xerox offers a personalized portal for customers that are of remote data for a full service and support offering. Availability of interest....have a Full Service Maintenance Agreement, Lease or Rental Agreement. Log onto www.xerox.com/support, select your product, then select the "Support" link. Remote Device Management Remote machine connectivity is displayed within the Dashboard allowing for enhanced, proactive support. Under the...
User Guide
Page 17
...; Ongoing data analysis to identify potential problems • Real-time recommendations to optimize overall machine performance • Automated meter reads *Xerox prInteract® Remote Service program is product-dependent and relies on time. • Increases...Xerox expertise to give you actually use. • Ensures security. MeterAssistant® uses industry-standard Secure Socket Layer (SSL) technology, making sure that ensures maximum productivity for networked equipment. United States Service 17 User Guide SMart eSolutions SMart eSolutions is reading directly from the machine...
...; Ongoing data analysis to identify potential problems • Real-time recommendations to optimize overall machine performance • Automated meter reads *Xerox prInteract® Remote Service program is product-dependent and relies on time. • Increases...Xerox expertise to give you actually use. • Ensures security. MeterAssistant® uses industry-standard Secure Socket Layer (SSL) technology, making sure that ensures maximum productivity for networked equipment. United States Service 17 User Guide SMart eSolutions SMart eSolutions is reading directly from the machine...
User Guide
Page 18
...to 25 percent of all calls remotely. If onsite service or escalation to second-level support is usage-based, you'll always have your machine's diagnostic data, helping them . • Save time. Maintenance Assistant Maintenance Assistant offers a fast (and free) way to see problems as...It's automatically enabled at 1-800-821-2797 for Office and Production Equipment and 1-800-836-6100 for Phaser® and Network Printers. First Level Support Xerox North American Customer Support Center (NACSC). A CSR answering your call reviews the problem with device data to enable organizations to ...
...to 25 percent of all calls remotely. If onsite service or escalation to second-level support is usage-based, you'll always have your machine's diagnostic data, helping them . • Save time. Maintenance Assistant Maintenance Assistant offers a fast (and free) way to see problems as...It's automatically enabled at 1-800-821-2797 for Office and Production Equipment and 1-800-836-6100 for Phaser® and Network Printers. First Level Support Xerox North American Customer Support Center (NACSC). A CSR answering your call reviews the problem with device data to enable organizations to ...
User Guide
Page 19
... of need, enhancing the telephone interaction by the customer, through a simple web interface while on contracted hours of every machine in supporting our customers. Extensive ongoing training ensures that enable our Professional Services Analysts and Remote Support Engineers (RSEs) live... remote connections to user workstations (PC, Mac®, UNIX®) or the Xerox user interface. With your desktop to demonstrate complex application settings, workflows, color correction, print driver options, etc. - greatly reducing the time required to solve problems and potentially avoiding...
... of need, enhancing the telephone interaction by the customer, through a simple web interface while on contracted hours of every machine in supporting our customers. Extensive ongoing training ensures that enable our Professional Services Analysts and Remote Support Engineers (RSEs) live... remote connections to user workstations (PC, Mac®, UNIX®) or the Xerox user interface. With your desktop to demonstrate complex application settings, workflows, color correction, print driver options, etc. - greatly reducing the time required to solve problems and potentially avoiding...
User Guide
Page 27
...will be our online assistance platform available to review, clean or replace items as a contact name and phone number. Xerox CSEs handle machine repair and maintenance during service using a Machine Maintenance Check List and Product Reliability Control Process to you 24 hours a day, seven days a week at your ...-821-2797 for Office and Production Equipment and 1-800-836-6100 for Phaser® and Network Printers. The CSR will then repair your machine up and running. • Upon arrival at www.xerox.com/support. For many problems and questions, your first line of the time required to ...
...will be our online assistance platform available to review, clean or replace items as a contact name and phone number. Xerox CSEs handle machine repair and maintenance during service using a Machine Maintenance Check List and Product Reliability Control Process to you 24 hours a day, seven days a week at your ...-821-2797 for Office and Production Equipment and 1-800-836-6100 for Phaser® and Network Printers. The CSR will then repair your machine up and running. • Upon arrival at www.xerox.com/support. For many problems and questions, your first line of the time required to ...
User Guide
Page 28
... Specialists (PTSs). PTSs are structured into workgroups to better support you or your operators may take to help our CSEs restore your machine as quickly as necessary, RSEs have access to design engineering and the latest fixes to prevent further downtime. Available via the phone ... the latest service tips and innovations. PDEs are the engineers who designed the products our CSEs are part of Xerox Service use our proprietary Xerox Global Service Network, an internet portal providing instant access to our CSEs. These resources provide first level field support for assistance....
... Specialists (PTSs). PTSs are structured into workgroups to better support you or your operators may take to help our CSEs restore your machine as quickly as necessary, RSEs have access to design engineering and the latest fixes to prevent further downtime. Available via the phone ... the latest service tips and innovations. PDEs are the engineers who designed the products our CSEs are part of Xerox Service use our proprietary Xerox Global Service Network, an internet portal providing instant access to our CSEs. These resources provide first level field support for assistance....