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User Guide
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What is Xerox Services?
Xerox Services is the organization that provides both assisted and unassisted Technical Service
(“break fix”) and Professional Support Services (analyst services and customer training) to
customers in the United States, Puerto Rico and Guam. We support two main types of
customers – those with direct service contract coverage, and those who are covered by
managed services agreements. We provide support for all sales channels from direct to agents,
dealers and resellers, and service all industry segments from graphic communications, to state
and local government, manufacturing, and high-technology.
The Big Picture for Xerox Services
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A dedicated service force here to support you
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Live technical help
from over 600 Customer Support Representatives (CSRs)
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24x7 illustrated Online Support
knowledgebase that provides a benchmark 70%
successful self-help experience at
www.xerox.com/support
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An internal
global knowledge-sharing database called Eureka
allowing information to
be shared at the point of need providing answers quickly for problem resolution
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Customizable online experience
that brings together all the tools you need to manage
your Xerox equipment
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Design and Field Engineering support
onsite, if necessary
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Only Xerox authorized parts
which are stored locally and carried in service vehicles
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Leveraging state-of-the-art wireless call-assignment technology
with laptops and
handheld devices
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A direct service delivery model
complemented by authorized Service Delivery Partners in
certain geographies
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Highly skilled professional systems analysts, consultants, and trainers
working with
your staff to deliver technical and operational support
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And many situations backed by the Xerox
Total Satisfaction Guarantee
