Xerox Phaser, DocuPrint, Product Reference Manual, Page: 98 / 116

Total Satisfaction Services
SM
An Easy Sell — Xerox Service Agreements
What are they?
Xerox Service Agreements are a key part of
our exemplary service program, which in a
recent customer satisfaction survey rated
good to excellent overall by 97% of
customers surveyed!
Think of a Xerox Service Agreement as a
promise…a promise that Xerox or an
Authorized Service Provider (ASP) will provide
Xerox customers with toll-free* telephone
support and on-site repair, if necessary
(including all parts, labor, and travel) —
all in a timely,** professional manner.
* Toll-free support may not be available through some ASPs.
** Next Business Day Response time is standard for most U.S.
customers. Response times are determined by the distance of
the customer’s location from the nearest authorized Xerox service
location (0-75 miles = Next Business Day; 76-150 miles = Second
Business Day; 151+ miles = Third Business Day).
Easy resale options
The best Service Agreement for the cus-
tomer—and you—is the Extended On-Site
Service Agreement. Ideally, it is purchased at
the time of the printer sale; it must be
purchased within the first 90 days of printer
ownership. The Extended On-Site Service
Agreement is available in one-, two-, or three-
year extensions.
After the first 90 days of printer ownership (or
at any time during the life of the printer),
customers have the option to buy an Annual
On-Site Service Agreement. This Agreement
offers essentially the same benefits as the
Extended On-Site Service Agreement but
at a premium price because of its delayed
purchase.
Identifying prospects
Customers who benefit from Service
Agreements are those who:
• Use their printer in mission-critical
environments
• Do not have backup equipment available
• Need to accurately budget for repair
expenses
• Want to minimize the impact of downtime
on operations
• Need to reduce waiting times for service
response
• Want to maximize productivity
• Require access to factory-trained experts
• Want the security and comfort of long-term
protection
Promoting coverage
A Xerox Service Agreement:
• Protects the customer’s hardware
investment
• Is the least expensive service choice over
the life of the printer
• Guarantees a priority on-site response time
(ahead of "time and materials" customers)
• Maximizes productivity, thanks to a faster
restore time
• Ensures unlimited, hassle-free, toll-free
telephone Technical Support
• Offers easy administration with a planned,
one-time payment
• Brings security—the peace of mind of not
having any unexpected repair costs
• Preserves the ability to exercise the Total
Satisfaction Guarantee
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Services