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Xerox Services Offerings
10
United States Service
User Guide
Warranty
Xerox stands behind every product we sell. Some products (such as Phaser
®
printers) include
warranty support for covered repairs. For products that include warranty support, there are a
number of options associated with that support, such as:
•
Onsite –
Provides help when you need it, where you need it in the most critical situations.
Telephone troubleshooting, plus any parts, labor or travel costs associated with printer
repair.
•
Quick Exchange –
Offers maximum value, featuring overnight product replacement via
next-day air. Includes telephone trouble-shooting, plus all shipping charges prepaid by
Xerox.
•
Depot Repair –
A cost-effective way to repair and have your original unit returned.
Telephone trouble-shooting, parts, labor, plus return shipping are included.
Time and Materials
In certain situations, you may require Xerox to provide service on a unit that is out of warranty,
has lapsed in service coverage or requires a repair which is excluded from warranty or
contractual coverage. Should this occur, Xerox can provide onsite repair with labor and parts
billed per the event, with best-effort response 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
.
Xerox Productivity Plus
Xerox Productivity Plus (XPP) is a Customer Self-Maintenance Program available on certain
production equipment. Through the XPP program, Xerox provides qualified customers with the
supplies, documentation, support, and operator training required to perform simple
diagnostics, routine maintenance tasks, and some repairs which formerly had to be completed
by Xerox Services. On successful completion of XPP training, your trained person receives a
mini-service manual and tool kit and is certified by a Xerox Services Trainer that he or she can
complete the program tasks. Using XPP, you can maintain better control of resources and job
scheduling by planning and scheduling basic maintenance at convenient times, rather than
waiting for a CSE. XPP is a productivity initiative for which the training can be at your location
or an agreed upon Xerox location. The option of training at your location affords you the
added benefit of seeing your operator’s newly trained skills being applied to the product(s)
they will personally be using to build your business. To learn more about XPP, please contact
your CSE or Field Manager of Technical Services.
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