United States Service
3
User Guide
Contents
Preface.......................................................................................................................5
The Value of Xerox Services.............................................................................................................. 5
How to Use This Document .............................................................................................................. 5
1
What is Xerox Services? .............................................................................7
The Big Picture for Xerox Services .................................................................................................. 7
2
Xerox Services Offerings............................................................................9
Technical Services ................................................................................................................................. 9
Full Service Maintenance Agreement .............................................................................. 9
Warranty.................................................................................................................................... 10
Time and Materials ............................................................................................................... 10
Xerox Productivity Plus......................................................................................................... 10
CSE and Workgroup Metrics.............................................................................................. 11
Uptime........................................................................................................................................ 11
Professional Support Services ....................................................................................................... 12
Systems Analysts and Consultants................................................................................. 12
Customer Trainers.................................................................................................................. 13
3
Xerox Services Modes of Support ....................................................... 15
Online ...................................................................................................................................................... 15
Online Support Assistant..................................................................................................... 15
MySupport................................................................................................................................. 16
Email............................................................................................................................................ 16
Remote Device Management........................................................................................... 16
Xerox prInteract
®
Remote Service Offerings ............................................................. 17
SMart eSolutions .................................................................................................................... 17
On Call..................................................................................................................................................... 18
First Level Support.................................................................................................................. 18
Second Level Support........................................................................................................... 19
Third Level Engineering Support...................................................................................... 19
Onsite ...................................................................................................................................................... 19
Technical Services Onsite ................................................................................................... 19
Parts ............................................................................................................................................. 21
Professional Support Services Onsite............................................................................. 21
