Xerox Services Modes of Support
20
United States Service
User Guide
Xerox has developed a national service coverage planning model to optimize the size, location
and skills of our workforce with the level and quality of service we commit to our customers.
For onsite Customer Service Engineer response time, products are planned in the following
general categories:
•
Black and White Printers: 8 hours
•
Color copiers / Multifunction Devices: 3.5 – 4 hours
•
Color Entry Production: 2.5 hours
•
Color Solid Ink: 4 hours
•
Digital Black and White Copiers and Multi-Function Devices: 4 – 8 hours
•
Mono Light Production: 3 – 4.5 hours
•
Mono Production: 2 – 4 hours
•
Color Production: 2 hours
•
Continuous Feed: 2 hours
•
Fax: 8 hours
•
Wide Format: 6 – 8 hours
The above timeframes represent the
average
onsite response time for these classes of
products. There may be exceptions within categories, based on product maturity, geographic
considerations, like rural or remote customer sites, or service provided through authorized
service delivery partners. Your Xerox Sales contact will provide response time delivery
specifications based on the product mix of interest, your business locations, and specific
service level requirements.
Service Delivery Partners
Xerox may choose to use third parties to deliver service. These service delivery partners are
certified and trained to ensure they are successful in maximizing product uptime and
delivering on service level agreements. They have access to all the same tools and reference
information as is available to Xerox’s Customer Service Engineers (CSEs), allowing them to
serve you better and keeping them up to date on Xerox products.
Xerox requires that each of its service delivery partners manage their Customer Service (CS)
personnel to the same rigid performance standards as Xerox CSEs. Service delivery partners
must consistently provide the high level of service you expect, and always use Xerox-
authorized parts for repairs.
Our use of service delivery partners has no impact on your maintenance and service
agreement. When you purchase a Xerox maintenance and service agreement, Xerox is involved
in the experience from the time you place an initial service call until the time you are satisfied
with the repair, regardless of whether service is delivered by a Xerox CSE or a service delivery
partners’ CS personnel.
As one of the largest service organizations in the United States, we use service delivery
partners to enhance our direct employee delivery capability. Enabling service provider
capability ensures Xerox has appropriate resources in place to deliver responsive service, when
and where it is needed, across the United States.
