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Service User Guide: United States
January 2010
SERUG-01UA

Xerox

Services

United States Service
User Guide

Applies to:
Technical Services
Professional Support Services
Remote and Unassisted Support Services

Содержание 098N02176 - Network Kit Print Server

Страница 1: ...rvice User Guide United States January 2010 SERUG 01UA Xerox Services United States Service User Guide Applies to Technical Services Professional Support Services Remote and Unassisted Support Service...

Страница 2: ...Facebook is a registered trademark of Facebook Inc Twitter is a registered trademark of Twitter Inc YouTube is a registered trademark of Google Inc Visual Basic and Visual C are registered trademarks...

Страница 3: ...ity 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 Suppo...

Страница 4: ...5 Social Media Contacts 25 How to Contact Professional Support Services 26 5 Process for Accessing Support 27 Service and Support Process Steps 27 Placing a Service Call 27 Xerox Service Escalation Pr...

Страница 5: ...ovided that it is up and running Perhaps the most fundamental value we provide is the reliability that allows you to maximize the use of your equipment and do great work as a result Gain Peace of Mind...

Страница 6: ...Preface 6 United States Service User Guide...

Страница 7: ...Representatives CSRs 24x7 illustrated Online Support knowledgebase that provides a benchmark 70 successful self help experience at www xerox com support An internal global knowledge sharing database...

Страница 8: ...What is Xerox Services 8 United States Service User Guide...

Страница 9: ...hardware or software problem resolution software version updates hardware retrofits and all diagnostic licenses are also included Additionally our Professional Services provide access to fee based on...

Страница 10: ...se time Access to telephone support hardware and software retrofits and online account management tools are not included There is no restriction on access to online support at www xerox com support Xe...

Страница 11: ...pport organizations to improve future support and service experiences for you Uptime Uptime is the most critical element to you our customer so Xerox closely tracks equipment uptime using a variety of...

Страница 12: ...itive ROI Deliver onsite training to enable users to operate equipment effectively Ensure long term customer satisfaction through continued professional support after the initial sale and implementati...

Страница 13: ...ial part of any solution implementation from Xerox Our training offerings encompass several different methods for learning We encourage hands on training sessions to ensure users take full advantage o...

Страница 14: ...Xerox Services Offerings 14 United States Service User Guide...

Страница 15: ...e assistance platform available to you 24 hours a day seven days a week at www xerox com support It offers you online interactive technical and operational help for our products via our integrated and...

Страница 16: ...www xerox com mysupport Email Recognizing everyone has different preferences on how to engage with Xerox Support Xerox offers email capabilities for both service and support requests It s simple Log...

Страница 17: ...visit www xerox com printeract SMart eSolutions SMart eSolutions is a suite of offerings that simplifies the ownership and administration of Xerox equipment It includes free services offered for the a...

Страница 18: ...ave your machine s diagnostic data helping them to resolve the problem more quickly Superior support Our diagnostic routines combine with device data to enable organizations to troubleshoot and resolv...

Страница 19: ...problems and potentially avoiding the delay of onsite support visits The eCare solution allows you to connect with the right experts anywhere in the Xerox world with a few clicks of the mouse Third Le...

Страница 20: ...y 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 ag...

Страница 21: ...commonly used parts either with the CSE or at our local parts distribution centers In the event that we do not have the part locally we will normally obtain the part from our national warehouses withi...

Страница 22: ...Xerox Services Modes of Support 22 United States Service User Guide...

Страница 23: ...he local Customer Service Engineer CSE is notified first thing the next business day so he or she can provide service at your site as soon as possible The Xerox Customer Support Representative CSR ans...

Страница 24: ...regardless of the nature of the problem The CSCs provide responsive and effective phone support technical problem management and problem resolution to customers with contractual support agreements By...

Страница 25: ...on Equipment 1 800 821 2797 Supplies 1 800 822 2200 Parts 1 800 828 5881 Sales 1 800 275 9376 800 ASK XEROX Customer Education 1 800 445 5554 Customer Relations 1 877 979 8498 A full list of contact i...

Страница 26: ...raining Services and or Application Development Services You can contact your Xerox Sales Representative who will connect you with the local analyst Manager of Technical Support Services or other appr...

Страница 27: ...at 1 800 821 2797 for Office and Production Equipment and 1 800 836 6100 for Phaser and Network Printers The Customer Support Representative CSR who answers your call will ask you for the equipment s...

Страница 28: ...can call upon a PTS for assistance PTSs are located in each Xerox Service Organization and are available to the CSEs for phone and onsite support These resources provide first level field support for...

Страница 29: ...racked so we can perform regular reviews of support levels communication quality and timing We solicit feedback on an ongoing basis Through our Customer Satisfaction Measurement System we get input di...

Страница 30: ...at their own knowledge and skill levels or the information in the global knowledgebase cannot resolve your problem Also using the Customer Communication Process described above you can request more im...

Страница 31: ...comments about specific events or situations We compile survey results and send them to your local Xerox sales and services offices for review and action Xerox takes customer satisfaction very seriou...

Страница 32: ...perience surveys account reviews post service event surveys and other feedback review sessions determined during contract negotiations When a complaint is communicated either on the phone via email or...

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