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Xerox Services Modes of Support
16
United States Service
User Guide
MySupport
Xerox offers a personalized portal for customers that have a Full Service Maintenance
Agreement, Lease or Rental Agreement. MySupport is a “secured” portal that uses a “single-
sign on.” The single-sign on allows you to access the MySupport portal and Account
Management tools without having to login twice. MySupport displays support and usage
content such as drivers, documentation, meter reads and supply levels filtered for the devices
you identified during the MySupport registration process.
The Dashboard can be customized to display content you deem most critical. Content is
displayed based on your historical usage (i.e., recent product views or drivers selected). Articles
and content such as Customer Bulletins can be segmented within the Dashboard allowing for
a delivery option specific to the product.
The Online Support Knowledgebase page allows you to save specific links to content you may
want to reference often. Meter data and Device status is displayed within grids that can be
resized, removed and re-ordered to display only those columns that are of interest. MySupport
allows you to download any of the device data so you can customize reports using your own
reporting tool.
MySupport can be integrated into your private eCommerce portal allowing for a full service
and support offering. For more information, please visit
www.xerox.com/mysupport
.
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 onto
www.xerox.com/support
, select your product, then select the “Support”
link. Under the “Product Support Links”, you can select either “Email Xerox Support” or
“Request Onsite Service.”
Both links provide a form to complete with each identifying the expected response times. Once
the form is completed and sent, you receive an automated response providing a case number.
The North American Customer Support Center, which receives the email, will dispatch a service
call in response to the “Request Onsite Service” email and will search the product
knowledgebase to provide a solution to you, then dispatch a service call in response to the
“Email Xerox Support” email.
Remote Device Management
Remote machine connectivity is the foundation for enhanced, proactive support. Many Xerox
devices can be configured to transmit data that captures system settings, firmware versions,
retrofit status, fault history, high-frequency service items approaching replacement intervals,
readings from paper path timing, heat and pressure sensors, image quality, registration and
alignment, and other engineering data. Availability of remote data for a customer’s system
enables Xerox to diagnose root causes quickly when problems occur, and to be proactive in
sensing when problems might be approaching. The remote data sent from the device does not
contain any customer job content or personally identifiable information, and is secure and
encrypted.
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